Difference between revisions 64981966 and 65417906 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)

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

* Schmitt, B. (2003) ''Customer Experience Management'', The Free Press, New York, 2001.

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

==External 
Llinks==

* [http://www.customerbliss.com  Customer Bliss]
* [http://www.evilgeniusmarketing.com/ice/ ICE - Improving Customer Experience]
* [http://www.interwoven.com/solutions/customerexperience/index.html Interwoven Customer Experience Solution]
* [http://www.responsetek.com  ResponseTek Networks Corp. - Customer Experience Management software and services]
* [http://www.satmetrix.com  Satmetrix Systems, Inc. - Customer Experience Management Solutions]
* [http://www.turningpointgroup.com  The Turning Point Group, LP - The Customer Retention & Loyalty Marketing Firm]
* [http://www.futurescape.org Futurescape - Customer Experience Management Solutions in Healthcare and Retail]
* [http://www.tealeaf.com TeaLeaf Technology - Online Customer Experience Management - Ensuring every customer can complete every transaction every time]

[[Category:Marketing strategies and paradigms]]
[[cCategory:Customer experience management]]

[[fr:CEM]]