Customer Experience Management

   

Definition: Customer Experience Management is a term coined by Bernd Schmitt (2003) to indicate the process of strategically managing a customer’s entire experience with a product or company.
The term CEM represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service.
The CEM framework consists out of following five key areas:
1. The Customer (analysis)
2. The Environment (positioning strategy)
3. The Brand (design)
4. The Platform (operational infrastructure)
5. The Interface (interaction)


   

   

More on customer experience management.
More on customer relationship: Co-creation, Customer Expectation, Customer Experience, Customer Loyalty, Customer Path, more...



   

MBA Brief offers brief, yet very accurate definitions of MBA concepts, frameworks, methods and models. We keep it short and provide some links in case you'd like to learn more around a subject.




© 2020 MBA Brief - Last updated: 7-7-2020  -  Privacy   |   Terms