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
doaj +3 more sources
Tuning of Customer Relationship Management (CRM) via Customer Experience Management (CEM) using Sentiment Analysis on Aspects Level [PDF]
International Journal of Advanced Computer Science and Applications, 2018 This study proposes a framework that combines a supervised machine learning and a semantic orientation approach to tune Customer Relationship Management (CRM) via Customer Experience Management (CEM). The framework extracts data from social media first and then integrates CRM and CEM by tuning and optimising CRM to reflect the needs and expectations of
AL-Rubaiee, Hamed Saad +3 more
openaire +4 more sources
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
doaj +1 more source
Customer Experience Management (CEM) Supports the Quality of School Based on NFC
IJISTECH (International Journal of Information System and Technology), 2021 Schools as providers of educational services are a gateway to the progress of a nation. Many prospective students look for schools with good quality in order to get something that they aspire to. While the reference for assessing school services for prospective students can only be known from students who have graduated or through poster media ...
Dendy Jonas Managas +3 more
openaire +2 more sources
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
doaj +1 more source
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
doaj
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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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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