Stakeholder Management is an independent, specialist unit of Kantar IMRB and an exclusive member of the Walker Information Global Network (WIGN) in the Indian subcontinent. Stakeholder Management partners with clients to create customer centric organizations, using proprietary stakeholder management solutions and tools to deliver positive business results by way of greater stakeholder loyalty and faster growth. Stakeholder Management is a leading measurement expert in the area of stakeholder loyalty and satisfaction in South Asia

• Offering an experienced team with multi-disciplinary backgrounds exclusively dedicated to assist clients in stakeholder management practices across various sectors
• Operating out of Mumbai, New Delhi, and Bangalore and leveraging Kantar IMRB’s pan-India field network to service its clients effectively
• Experience with over 500 clients from diverse sectors and a repertoire of over 3000 successful stakeholder management programs.

Our product portfolio and solutions aim at building customer centricity within the organization through measurement, audits, and deployment solutions covering the entire gamut of stakeholders. Our tools and solutions are applicable to both B2B and B2C scenarios/segments.

Customer Loyalty & Satisfaction Assessment Programme ^(CRATM)

• This programme offers a holistic understanding of company-end customer relationship
• Provides feedback on customer experiences on the entire gamut of customer touch points
• Helps benchmark against competition
• Identifies drivers of loyalty for different brands, including loyalty strategies for different customer segments

Customer (Service Touchpoint) Transaction Assessment Programme ^(CTATM)

• The CTA focusses on a recent experience with a specific transaction – e.g. Branch visit, Customer care/ Call Centre, purchase, onboarding process etc.
• Provides detailed diagnostics on specific transactions and actionability on people, processes, and tangibles
• Helps in ongoing monitoring and understanding the impact of any corrective action, if taken

Lost Customer / Churn Assessment ^(LCATM)

• Churn/lapsation is one of the key challenges facing many industries, our proprietary framework - The LCA focuses on the reasons that cause customers to exit
• It helps identify primary and secondary causes for lapsation and provides clues to help prevent lapsation.

Customer Journey Mapping

• Map your customer’s journey to highlight the pain points
• Receive insights to Redesign/rework the processes at key interaction points (with internal perspective) to deliver the brand promise, thus creating a signature experience for customers