RESEARCH ON CUSTOMER EXPERIENCE MANAGEMENT AND ITS IMPLEMENTATION FRAMEWORK

Tongtong ZHENG, Qiongjie ZHOU

ABSTRACT: Customer Experience Management (CEM) is a new theory about customer relationship after customer satisfaction theory, aiming to provide personalized experience to customers, promote customer satisfaction level and bring profit to enterprises. Based on the concept of customer experience, this paper explores deep contents of CEM, constructs CEM platform and implementation route; then, gives advices to enterprises.

Keywords: Customer experience, Customer experience management, Customer satisfaction.