What Does Customer Experience Management (CEM) Mean?
Customer experience management (CEM) is a relatively new part of enterprise customer management that involves looking at what customers experience in every part of their relationship with the business. This involves evaluating aspects of the advertising process, the sales process, the support process and every instance where a business would interact with its customers, online or otherwise.
Techopedia Explains Customer Experience Management (CEM)
In many ways, CEM is built on prior aspects of enterprise IT use, such as customer relationship management (CRM). CRM tools help businesses compile better information about their customers, their identifiers, their past purchases, etc. Customer experience management brings a slightly different angle to the IT resources that drive decision making in companies.
