The Implementation Strategy of CEM in Organizations

摘要：

The current paper made an exclusive study on the theoretical background of Customer Relationship Management (CRM) and Customer Experience Management (CEM). Based on the former study, a comprehensive instruction and a classification scheme on the influences of CEM and how it can be strategically embedded in organizations were presented using the valuable implementation methodology. Broadly, the analytical views on strategic steps of improving customer experience were put forward.

关键词： Customer Experience Management CRM Customer Satisfaction Implementation

作者: Hongyu Yang Tongji Yang

作者单位: College of Business Administration, Liaoning Technical University, Huludao 125105

会议类型: 国际会议

会议名称: 2010 International Conference on Information Technology and Industrial Engineering(2010年信息技术与工业工程国际学术会议 ITIE 2010)

会议地点: 武汉

会议语种:英文

页码: 246-250

在线出版日期: 2010-06-06（万方平台首次上网日期，不代表论文的发表时间）