Nitin Garg, Specialist and mobile banking expert at MicroSave talks about a qualitative research tool called CSM developed by MicroSave. The tool is widely used in the m-banking researches conducted by MicroSave for ANMs. It proposes that the ANM should gather regular feedback from its customers and channel partners (retailers and distributors) on various aspects of customer service such as product, pricing, technology, marketing, customer support, and so on. Nitin discusses some of the examples and interesting anecdotes from the various researched conducted by him.

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