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A Framework for Implementing CEM

28 May 2012 by CustVox

Customer Experience Management (CEM) is a customer-centric business management tool. Interest in managing the customer experience has increased as research directly connected medium and long term business profitability to levelsand dimensions of customer satisfaction. CEM provides businesses with a tool to systematically measure and improve customer satisfaction by using the customer perspective as a driver for internal business improvement.

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  • A Framework for Implementing CEM