Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures [PDF]
International Journal of Industrial Engineering and Management, 2021 In recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches.
Christos G. Chatzopoulos, Marcel Weber
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Testing the customer experience management model in E-banking [PDF]
مدیریت بازرگانی, 2022 Objective In the field of e-banking services, banks and service providers have identified and focused on customer experience management as a strategic transition, and applying this approach has led to the promotion of profitable customer behaviors and ...
Vahid , Nasehifar +3 more
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Barekeng, 2023 The digital revolution in society and the advances in marketing practices create tremendous challenges for companies and even more so for Information and Communication Technology (ICT) service providers.
Zetil Hikmah +2 more
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Towards a holistic customer experience management framework for enterprises
South African Journal of Industrial Engineering, 2016 We have entered the age of the customer where customer choice is the main differentiator between enterprises. Therefore, enterprises need to shift their focus to customer experience management (CEM).
De Vries, Marne, Du Plessis, Liezl
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Designing a Customer Experience Management Framework in a Social Business: A Mixed Approach [PDF]
مطالعات رفتار مصرف کننده., 2020 Today, customer experience management (CEM) is the dominant competitive strategy in the field of businesses based Internet and social media platforms. Social commerce, as one of the new forms of e-commerce, will be the dominant form of future business ...
Mona Jami Pour +2 more
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A Review Of CEM: Customer Engagement as Innovation Co-Creator
ComTech, 2013 Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers.
Elidjen Elidjen
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Cogent Business & Management, 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.
Adriana Arineli +1 more
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The Impact of the Internet of Things, Customer Relationship Management, Customer Experience Management, and Marketing Intelligence on Achieving Sustained Competitive Advantage (case study: Snowa Company) [PDF]
International Journal of Information Science and ManagementDespite the importance of Marketing Intelligence (MI) and the Internet of Things (IoT), Customer Relationship Management (CRM), and Customer Experience Management (CEM) in the competitive context, more research on the integration of these concepts for ...
ALI ASSAAD +2 more
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Providing a Model of Customer Experience Management Based on Knowledge Management Models in the Field of Fintech Using Machine Learning [PDF]
Journal of Systems Thinking in PracticeThis study explores the role of machine learning in managing knowledge of customer experience. Given the importance of high-quality knowledge for organizational innovation, this research aim is to address existing research gaps and propose a novel model ...
Ahmad Rahmani +3 more
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Designing a customer retention model in electronic banking [PDF]
رویکردهای نوین در مدیریت و بازاریابیThe aim of this study is to present and analyze the customer retention model in electronic banking in order to identify the dimensions that affect customer experience and reduce churn.
Ahmadreza Faraji +2 more
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