Difference between revisions 16342345 and 19302701 on enwiki

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Customer experience management
'''Customer experience management''' (CEM) is "the process of strategically managing a customer's entire [[experience]] with a [[product (business)|product]] or a [[types of companies|company]]" (Schmitt, 2003, p. 17). 

(contracted; show full)

* Schmitt, B. and Simonson, A. (1997) In ''Marketing Aesthetics:The strategic management of brands, identity, and image'' The Free Press, New York, 1997.

* Pine, J. and Gilmore, J. (1999) ''The Experience Economy'', Harvard Business School Press, Boston, 1999.

[[Category:Marketing]]
[[Category:Marketing strategies and paradigms]]
[[category:Customer experience management]]
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[[fr:CEM]]