Customer Satisfaction Management & Measurement
As a specialist unit of IMRB International, CSMM has pan India coverage with five full service Research Offices and 15 Field Offices in Delhi, Kolkata, Mumbai, Chennai, Bangalore, Hyderabad, Cochin, Pune, Patna, Ahmedabad, Guwahati, Bhubaneswar, Lucknow, Ludhiana and Indore. CSMM services clients in India and neighboring countries (Sri Lanka, Bangladesh, Pakistan and Nepal) and this diverse network has made CSMM the leading provider of stakeholder of products and services in South Asia and the WIGN network.
As an exclusive member of the Walker Information Global Network (WIGN) in South Asia, CSMM uses proprietary tools developed by Walker Information. Walker Information Global Network is recognized as a pioneer in stakeholder measurement and management with over 65 year’s experience. The network offers the world's most tested and proven system and provides appropriate benchmarks through the WIGN Normative DatabaseTM.
CSMM provides a range of consulting products and services to manage external customer and employee loyalty and integrate stakeholder measurement and management efforts into the company's decision-making process at all levels. CSMM works with over 100 clients from diverse sectors, including financial services, hotels, telecommunications, retailing, consumer products, automotive and engineering/industrial goods. CSMM provides strategic information services to enhance customer loyalty amongst end customers, trade channel customers, suppliers and employees.
CSMM offers a team of highly trained and experienced consultants with multi-disciplinary backgrounds to assist clients in stakeholder management practices. CSMM consultants have experience in conducting programs for leading Indian and multinational companies, across various sectors which are equipped to give clients professional and accurate assistance for strategic decisions, including deployment and integration assistance.
CUSTOMER RELATIONSHIP ASSESSMENT (CRA):
CUSTOMER TRANSACTION ASSESSMENT (CTA):
SUPPLIER RELATIONSHIP REPORT (SRR):
Internal Customer Satisfaction:
LOST CUSTOMERS ASSESSMENT (LCA):
REPUTATION & STAKEHOLDER ASSESSMENT (RSA):
Financial Impact Modeling (FIM™):
THE TAO OF LOYALTY:
Mr. Gireesh Sabari
Sr. Vice President