When the Four Seasons Hotels and resorts improves its long-term profitability by managing customer interactions, it is indulging in customer _____.
A)experience management
B)branding
C)reward program
D)relationship management

Question

Quizplus · Accepted Answer

A concept similar to CRM is a process called customer experience management (CEM).It's defined as managing customer interactions to build brand equity and improve long-term profitability.

When the Four Seasons Hotels and Resorts Improves Its Long-Term