Customer experience management (CEM) is
A)the integration of the service component of the marketing mix with efforts to influence consumer demand.
B)the unique combination of benefits received by targeted buyers that include quality, convenience, on-time delivery, and both before-sale and after-sale service at a specific price.
C)the process of managing the entire customer experience within the company.
D)a cluster of benefits that an organization promises customers to satisfy their needs.
E)the ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience

Question

Quizplus · Accepted Answer

Customer experience management (CEM) is the process of managing the entire customer experience within the company. It is not just about offering a good product or service but also about creating positive interactions and relationships with customers throughout their journey with the company. CEM involves designing and delivering a seamless and enjoyable experience at every touchpoint and ensuring that customers feel valued and satisfied with their overall experience.

Customer Experience Management (CEM) Is