Difference between revisions 74955879 and 76241165 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)''customer experience management''. "Experience" authors include Bernd Schmitt, [[Jerry Zaltman]], Pine/Gilmore, [[Patricia Seybold]], [[Shaun Smith]], and [[Gerhard Schulze]] to name just a few. The term ''customer experience management'' is being used most obviously by [[Bernd Schmitt]]. Various leading consultancies now offer CEM Consulting.

==See also==
* [[Customer experience]]
* [[experience economy]] (Pine and Gilmore)
* [[list of marketing topics]]
⏎
Managing The Customer Experience - (Shaun Smith) www.shaunsmithco.com

==References==

* Bliss, J. (2006) ''Chief Customer Officer'', Jossey-Bass, San Francisco, 2006.

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

(contracted; show full)
* [http://www.tealeaf.com TeaLeaf Technology - Online Customer Experience Management - Ensuring every customer can complete every transaction every time]
* [http://www.quaycom.com/assessment_tools.htm Quay Communications Customer Orientation Index]
* [http://www.squidoo.com/customer_experiences/ The importance of customer experience]
[[Category:Marketing strategies and paradigms]]
[[Category:Customer experience management]]

[[fr:CEM]]