Customer Experience: Forum Dienstleistungsmanagement
- ISBN-10
- 3834940011
- ISBN-13
- 9783834940018
- Category
- Business & Economics
- Pages
- 512
- Language
- German
- Published
- 2012-05-03
- Publisher
- Springer-Verlag
- Authors
- Manfred Bruhn, Karsten Hadwich
Description
Customer Experience Management (CEM) ist ein Prozess des strategischen Managements zur Gestaltung aller Kundenerlebnisse mit einem Unternehmen über sämtliche Kundenkontaktpunkte hinweg. Kundenerlebnisse finden vor, während und nach dem Kauf eines Produkts oder einer Dienstleistung statt, wobei die Schaffung eines ganzheitlichen Kundenerlebnisses über alle Kundenkontaktpunkte im Mittelpunkt steht. Mehr als 50 profilierte Wissenschaftler und Vertreter der Praxis zeigen unter Einbeziehung zahlreicher Fallbeispiele, was genau unter Customer Experience zu verstehen ist, welche Wirkungen von ihr ausgehen, welche branchenspezifische Gegebenheiten Beachtung finden und wie eine erfolgreiche Umsetzung eines Customer Experience Management in der Praxis aussehen kann.
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Other editions
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- 2016-09-23
- 191 pages
- Ebook
- Profit Editorial
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