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CEMenting Growth: Customer Experience Management as a driver of Growth
Halmstad University, School of Business, Engineering and Science.
Halmstad University, School of Business, Engineering and Science.
2016 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

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.
Keyword [en]
Customer Experience Management, Customer Experience, Customer Loyalty, Customer base, Competition, Competitive Advantage, Growth, Growth Strategy
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-31490OAI: oai:DiVA.org:hh-31490DiVA: diva2:944938
Subject / course
International Marketing
Supervisors
Examiners
Available from: 2016-07-01 Created: 2016-06-30 Last updated: 2016-07-01Bibliographically approved

Open Access in DiVA

fulltext(1676 kB)143 downloads
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File name FULLTEXT02.pdfFile size 1676 kBChecksum SHA-512
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Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf