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In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an oppor

Customer relations --- Customer relations. --- Relationship marketing. --- Management. --- 658.8 --- 659 --- -Relationship marketing --- Marketing. Sales. Selling. Distribution --- Publicity. Information work. Public relations --- Management --- Marketing --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- 659 Publicity. Information work. Public relations --- 658.8 Marketing. Sales. Selling. Distribution --- Consumer behavior --- CRM (Customer relationship management) --- Customer relationship management --- Customer relations - Management. --- Relations entreprise-clientèle