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Home > Divisions > CSMM
CSMM : Our Studies
The various studies done by CSMM are :
- Customer Relationship Assessment (CRA) :was built using Walker Information's vast experience in market research and customer satisfaction. Creating, maintaining and enhancing customer relationships is essential to sustain business success. CRA goes beyond customer satisfaction, beyond quality management, and focuses on customer commitment and loyalty to your organization
 Download Customer Relationship Assessment file for this study (pdf format) (Size: 60k)
- Customer Transaction Assessment (CTA) :The CTA is designed to measure customer perceptions of your performance on specific transactions. Interactions with customers can be measured and analyzed to improve customer experience and increase their loyalty to you and your products and services.
- Lost Customers Assessment (LCA) : The LCA addresses the costly effects on value creation and long-term profitability of customer turnover and discontinued customer relationship. It identifies the root causes of customer attrition and develops profiles of the current customers at risk and former customers who may be recoverable.
- Employee Relationship Report (ERR) : The ERR is a tool that provides a fast, affordable way to measure the level of employee commitment and identify factors affecting commitment. The ERR is not only an "employee satisfaction" survey, it provides you with information on how to reduce turnover, implement programs that have the greatest impact on employee commitment and satisfaction. It provides benchmarks for measuring ongoing improvement efforts and activities.
Download Employee Relationship Report for this study (pdf format) (Size: 120k)
Global Empoloyee Relationship Benchmark Report (pdf format) (Size: 90k)
- Reputation & Stakeholder Assessment (RSA) : The RSA is the most comprehensive tool available for measuring and managing corporate reputation. What makes the RSA unique is that it offers an in-depth and complete picture of a company's reputation.
The RSA tells you:
- How important stakeholders feel about your company
- How your company is performing in these areas
- What matters most to respective constituent groups
- What your priorities should be to maximize impact and resources
Corporate reputation is a company's greatest intangible asset and it can be either a great benefit or a frustrating liability. Although organizations cannot control all aspects of their reputation, companies have a large role in determining how others perceive them.
Download Reputation Stakeholder Assessment for this study (pdf format) (Size: 160k)
Measurement (Stakeholder management around the world) (pdf format)(Size: 210k)
- Supplier Relationship Report (SRR) : The SRR is an in-depth survey that effectively measures supplier relationships. The SRR will show your business what matters most to your employees and how your company is performing-basically an assessment of what kind of company you are to do business with.
The SRR shows you:
- What percentage of your suppliers are truly loyal
- How committed are individual suppliers
- Which factors have the greatest influence on supplier commitment
- How your supplier relationship compare to their other customers
- What your strategic improvement priorities should be
You depend on your suppliers to provide you goods and services so you can concentrate on your business; however, you cannot serve your customers if your supply chain breaks. The SRR helps you strengthen your supplier relationships by managing them more effectively.
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