CEM: Increasing productivity through the management and monitoring of experiences provided to customers

@inproceedings{Arineli2015CEMIP,
  title={CEM: Increasing productivity through the management and monitoring of experiences provided to customers},
  author={Adriana Arineli and Heitor M. Quintella},
  year={2015}
}
Dealing with intangible and so subtle experience is unusual and a huge challenge for management that is not used to measure what has no numbers, but maybe they need to see beyond the obvious and accessible statistics. Recently, several studies point to the importance of customer experience management (CEM). However, if the CEM is a strategy to focus on operations and processes of a business around the customers’ experiences with the company, it is essential to seek grants to structure it and… CONTINUE READING

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