03021nam 2200625Ia 450 991045811670332120200520144314.00-471-47397-91-282-65683-X97866126568350-470-93044-6(CKB)1000000000380737(EBL)555034(OCoLC)251873061(SSID)ssj0000380173(PQKBManifestationID)11297228(PQKBTitleCode)TC0000380173(PQKBWorkID)10371438(PQKB)10547808(MiAaPQ)EBC555034(Au-PeEL)EBL555034(CaPaEBR)ebr10411623(CaONFJC)MIL265683(EXLCZ)99100000000038073720030227d2003 uy 0engur|n|---|||||txtccrCustomer experience management[electronic resource] a revolutionary approach to connecting with your customers /Bernd H. SchmittNew York Wileyc20031 online resource (259 p.)Description based upon print version of record.0-471-23774-4 Includes bibliographical references (p. 231-233) and index.Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers; Preface; Acknowledgments; Contents; Chapter 1: Taking the Customer Seriously-Finally; Chapter 2: An Overview of the CEM Framework; Chapter 3: Analyzing the Experiential World of the Customer; Chapter 4: Building the Experiential Platform; Chapter 5: Designing the Brand Experience; Chapter 6: Structuring the Customer Interface; Chapter 7: Engaging in Continuous Innovation; Chapter 8: Delivering a Seamlessly Integrated Customer Experience; Chapter 9: Organizing for Customer Experience Management; NotesIndexIn Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opporRelationship marketingCustomer relationsCustomer relationsManagementElectronic books.Relationship marketing.Customer relations.Customer relationsManagement.658.8/12Schmitt Bernd601176MiAaPQMiAaPQMiAaPQBOOK9910458116703321Customer experience management1094362UNINA