RESEARCH ON CUSTOMER EXPERIENCE MANAGEMENT AND ITS IMPLEMENTATION FRAMEWORK
Journal Title: Topics in Economics, Business and Management (EBM) - Year 2017, Vol 1, Issue 1
Abstract
Customer Experience Management (CEM) is a new theory about customer relationship after customer satisfaction theory, aiming to provide personalized experience to customers, promote customer satisfaction level and bring profit to enterprises. Based on the concept of customer experience, this paper explores deep contents of CEM, constructs CEM platform and implementation route; then, gives advices to enterprises.
Authors and Affiliations
Tongtong ZHENG, Qiongjie ZHOU
Keywords
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- EP ID EP412980
- DOI 10.26480/icemi.01.2017.283.285
- Views 33
- Downloads 0
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