Frequently Asked Questions

We get asked a lot of questions related to customer experience management and the nuts of bolts of what we do at Maru/edr. To make it easier for you guys to see the bigger picture, we have posted a number of frequently asked questions below. We realize that these FAQs are not exhaustive, so if you have a question about something we haven’t covered below or you have another burning issue you want to discuss with us, get in touch!

I’m in a hurry, can you quickly tell me what Maru/edr does?

Sure! In a nutshell: Maru/edr is a full-service Customer Experience Management advisory firm that combines a deeply seasoned team of researchers and analysts with our in-house technology platform. We help you gather customer and employee feedback in the moments that matter and then provide actionable insights, so you can uncover your customers’ smiles. Think of us as a one-stop-shop for all things CX, no matter where you are on your journey.

Is Maru/edr a SaaS company or a consulting firm?

We’re both! We developed our own SaaS platform that can handle everything from survey deployment and data collection to advanced analytics and dashboards…plus more! But since gathering and visualizing data is only half the battle, we also provide expert consulting and advisory services. We also help with CX Strategy and Roadmapping, Customer Journey Mapping, and CX Metric Assessments. Best of all, our consulting services give you access to researchers and analysts at a fraction of the price that the management consulting shops charge. Are you smiling yet?

Why haven’t I heard of Maru/edr?

Good question! Probably because we’ve only just expanded our brand to North America. Since our founding in 1999, we have operated out of our HQ in Southampton, UK. Once we were acquired by the Maru Group in 2016, we expanded our business to North America with our main office in NYC. We’re growing fast and currently have around 200 customers worldwide.

How is Maru/edr different from other VOC providers?

Our top differentiator is our people. We have a brilliant team, handpicked to lead the way here in North America. They have worked in the CX space for decades and know the do’s and don’ts of any CEM program. But beyond our expertise is who we are at the core. We truly believe in practicing what we preach and we treat every customer the way we’d want to be treated. We build relationships, not just CEM programs. You won’t have to worry about the “bait-and-switch” tactics that some of our competitors use nor that we’ll stop investing in you once you’re a customer. We really do care and we want to keep every one of our customers smiling!

Does Maru/edr publish research and whitepapers?

Absolutely! Our latest White Paper on Online Retail CX Trends “Shopping Channel Innovations and Their Impact on CX” is now available here.

We will also be publishing white papers on Travel/Hospitality and Financial Services – check back for updates on release dates. Our global team also writes blog posts and produces other CX related content regularly. Sign up here to stay up-to-the-minute on our latest publications and events.

How do I sign up for a demo of Maru/edr technology?

Ask us what is customer relationship management and we will be happy to show you a demo of our dashboarding capabilities. Just send our sales team an email at sales.na@maruedr.com and someone will be in touch. You can also schedule a capabilities overview here.

You sound like a great fit for an RFP we’re about to issue. How do I include you?

If you use Ariba, you can find us there. Otherwise, just email us at sales@maruedr.com. Thanks for including us!

This sounds great – what kind of investment are we talking about?

The truth is: it depends! There is no one-size-fits-all CX program, regardless of what some of our competitors may try to sell you. We’ve worked with customers who are just starting out and want to work with us on Customer Journey Mapping or who just need to augment an existing VOC program with a web intercept survey. These are relatively small investments. Others need help with analyzing the mountain of data their current VoC program is putting out and engage with us for analytics and dashboards. This investment is a bit more. Some customers need everything from soup-to-nuts and are (re)implementing a full CEM program with advisory and technology for multiple touchpoints, lines of business, and geographies. This is a much larger investment.

We work with you to understand where you are on your CX journey and recommend suitable options. Based on the scope you share with us, we customize a program and proposal that fits your business need and budget.

To simplify things a bit, we do have a few packages available that have pre-defined scope and budget. If you are interested in learning more about that, check out the section of our site called Quick Start Programs.

Is Maru/edr on social media?

Of course! Follow us on Twitter or LinkedIn to stay up to date on what we’re doing and what we’re seeing in the industry.

What is the Northeast CX Leadership Community and how do I join?

It became very apparent to us that the CX community lacks a mechanism to connect, learn, and share ideas. So we joined efforts with a group of CX leaders in the NYC area (companies like JetBlue, Wyndham Worldwide, Verisk Analytics, Verizon and more) to solve this problem.

The result was the Northeast CX Leadership Community. This is a group of senior CX professionals (Dir/VP/SVP/CCO) responsible for CX initiatives in customer experience, insights, and feedback and/or involved in mapping processes, leveraging research/social listening and gathering feedback from key stakeholders and customers to identify CX improvement opportunities across their organizations.

We meet regularly face-to-face to network, share ideas, and learn from each other so we can overcome some of the CX challenges organizations face.

To join, email us at Cxteam@maruedr.com.

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