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CEMenting Growth : Customer Experience Management as a driver of Growth

Purpose: The purpose of this study is the purpose of this study is to gain a more in-depth understanding of customer experience management and how it enables growth within an organization. Background: Customer Experience Management has been described as a process where the entire experience of a customer with a product/service and a company is strategically managed. It has been highlighted as a key area for organisations to focus on, yet, CEM is continuously being researched both by researchers and business practitioners as there is still a vague understanding on the topic. Nonetheless, CEM has been displayed as a successful process, however, very little research has gone into showing that it could enable organizational growth.

Identiferoai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hh-31490
Date January 2016
CreatorsSundström, Gema, Kashyap, Guha
PublisherHögskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap, Högskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap
Source SetsDiVA Archive at Upsalla University
LanguageEnglish
Detected LanguageEnglish
TypeStudent thesis, info:eu-repo/semantics/bachelorThesis, text
Formatapplication/pdf
Rightsinfo:eu-repo/semantics/openAccess

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