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New PDF release: Customer Experience: Forum Dienstleistungsmanagement (German

By Manfred Bruhn,Karsten Hadwich

ISBN-10: 3834940003

ISBN-13: 9783834940001

Customer adventure administration (CEM) ist ein Prozess des strategischen Managements zur Gestaltung aller Kundenerlebnisse mit einem Unternehmen über sämtliche Kundenkontaktpunkte hinweg. Kundenerlebnisse finden vor, während und nach dem Kauf eines Produkts oder einer Dienstleistung statt, wobei die Schaffung eines ganzheitlichen Kundenerlebnisses über alle Kundenkontaktpunkte im Mittelpunkt steht. Mehr als 50 profilierte Wissenschaftler und Vertreter der Praxis zeigen unter Einbeziehung zahlreicher Fallbeispiele, used to be genau unter client adventure zu verstehen ist, welche Wirkungen von ihr ausgehen, welche branchenspezifische Gegebenheiten Beachtung finden und wie eine erfolgreiche Umsetzung eines consumer adventure administration in der Praxis aussehen kann.

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Customer Experience: Forum Dienstleistungsmanagement (German Edition) by Manfred Bruhn,Karsten Hadwich

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