CEMenting Growth: Customer Experience Management as a driver of Growth
Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
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.
Place, publisher, year, edition, pages
2016. , 83 p.
Customer Experience Management, Customer Experience, Customer Loyalty, Customer base, Competition, Competitive Advantage, Growth, Growth Strategy
IdentifiersURN: urn:nbn:se:hh:diva-31490OAI: oai:DiVA.org:hh-31490DiVA: diva2:944938
Subject / course