Is CEM a New Marketing Mantra for the Success and Retention of Customer?


 
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Is CEM a New Marketing Mantra for the Success and Retention of Customer?
Raghu Raman, Professor, Sultanate of Oman

A decade before we were taking 'customer satisfaction' after a refined term called 'customer astonishment' after some marketing gurus recoined the term 'customer delight'. I am of the opinion CEM is the combination of all.
Can I have readers' critical view please? Regards. .
 

 
Customer Experience Management New Marketing Mantra
Jaap de Jonge, Editor, Netherlands
Indeed in our summary we define Customer Experience Management as 'the process of strategically managing a customerís entire experience with a product or company'. So it includes all experiences - including satisfaction, astonishment, delight or no matter how you want to call it. But beyond that, what do you mean to ask with your question specifically?
 

 











 

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