Difference between revisions 23871858 and 24420854 on enwiki

'''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)
*[[Customer relationship management]] is claimed to be deficient because it primarily consists of database and software programs used in call centers and thus, focuses too much on quantitative data. By doing this, it is le
ad by transactions rather than a desire to build lasting relationships with customers.
*[[Service|Customer satisfaction]] is an outcome-oriented attitude deriving from customers who compare the performance or [[value]] of the [[product (business)|product]] with their expectations of it. It is claimed that the customer satisfaction approach depends too heavily on outcome oriented measures like satisfaction and too superficially on direct experiential measures. A customer is said to be satisfied when a product(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 strategies and paradigms]]
[[category:Customer experience management]]

[[fr:CEM]]