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Journal articles on the topic 'CEM - Customer Experience Management'

Author: Grafiati

Published: 10 September 2021

Last updated: 29 July 2025

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1

Kandampully, Jay, Tingting(Christina) Zhang, and Elina Jaakkola. "Customer experience management in hospitality." International Journal of Contemporary Hospitality Management 30, no. 1 (2018): 21–56. http://dx.doi.org/10.1108/ijchm-10-2015-0549.

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Purpose In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses this subject. The purpose of this study is to advance scholarly research on customer experience management (CEM) in the hospitality field by providing a comprehensive overview of the key elements of CEM, a framework for managing customer experience and a rich agenda for research. Design/methodology/approach An extensive literature review produces a comprehensive overview of the existing knowledge of

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Grønholdt, Lars, Anne Martensen, Stig Jørgensen, and Peter Jensen. "Customer experience management and business performance." International Journal of Quality and Service Sciences 7, no. 1 (2015): 90–106. http://dx.doi.org/10.1108/ijqss-01-2015-0008.

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Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Design/methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation, market performance and financial performance. The conceptual model is operationalized by a structural equation model, and the model is estimated and tested by using the partial least squares method. A survey among 484 companies in Denmark forms the empirical basis for the study. Findings – The

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Nwankwo, Cosmas Anayochukwu, and MacDonald Isaac Kanyangale. "Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria." Marketing of Scientific and Research Organizations 49, no. 3 (2023): 1–26. http://dx.doi.org/10.2478/minib-2023-0013.

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Abstract This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experience on customer retention in restaurants in Anambra State, Nigeria. The study adopted a survey research method. The study found that affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experiences h

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Badawi, Badawi, and Muafi Muafi. "Boosting customer loyalty through marketing distribution, customer experience management and customer relationship management." Acta logistica 11, no. 03 (2024): 441–49. http://dx.doi.org/10.22306/al.v11i3.530.

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This study aims to analyze the effect of marketing distribution on customer experience management (CEM), customer relationship management (CRM), and customer loyalty. This study also analyzes the effect of CEM and CRM on customer loyalty. This study uses quantitative methods with a population of all BPRS (Sharia People's Financing Bank) customers in the Cirebon area, West Java. The sample in this study was taken through the purposive sampling method regarding sampling criteria tailored to the research objectives. From the sampling process, we obtained 185 respondents who met the criteria and b

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Raju, J. K., and Deepali Walavalkar. "Customer Experience Management - the Mantra for Success." Ushus Journal of Business Management 5, no. 1 (2006): 1–8. http://dx.doi.org/10.12725/ujbm.7.1.

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The past decade has seen several changes in the business environment and markets are flooded with several me-too brands making the consumer perplexed and further increasing his search time. With new brands encroaching the mind space of the customers and displacing the existing ones, the only differentiator the brands can rely on for lasting advantage is the experience that lingers in the customer's head. Providing a meaningful experience is a challenging task for companies and they need to incorporate a CEM (customer experience management) culture by managing their customer, brand and th

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Worlu, Rowland, Oladele Joseph Kehinde, and Taiye Tairat Borishade. "Effective customer experience management in health-care sector of Nigeria." International Journal of Pharmaceutical and Healthcare Marketing 10, no. 4 (2016): 449–66. http://dx.doi.org/10.1108/ijphm-12-2015-0059.

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Purpose The purpose of this conceptual paper is to introduce the concept of customer experience management (CEM) as a supportive construct in customer loyalty building. In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building. Design/methodology/approach This paper uses an archival survey of the extant literature to confirm or debunk the position of CEM protagonists within the context of the health-care sector of developing cou

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Famoti, Oluwakemi, Chikezie Paul-Mikki Ewim, Okiomah Eloho, et al. "Revolutionizing Customer Experience Management through Data-Driven Strategies in Financial Services." International Journal of Advanced Multidisciplinary Research and Studies 5, no. 1 (2025): 948–57. https://doi.org/10.62225/2583049x.2025.5.1.3748.

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In today's digital age, financial services institutions are increasingly turning to data-driven strategies to revolutionize customer experience management (CEM). This Review explores how these strategies are reshaping the industry landscape, focusing on the key trends, challenges, and opportunities. The financial services sector is undergoing a significant transformation driven by technological advancements and changing customer expectations. Data-driven strategies are at the forefront of this transformation, enabling institutions to gain deeper insights into customer behavior, preferences, an

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Alomar, Khalid, and Hamed AL-Rubaiee. "Using Sentiment Analysis of Arabic Tweets to Fine-Tune CRM Structure." Journal of King Abdulaziz University: Computing and Information Technology Sciences 12, no. 1 (2023): 37–50. http://dx.doi.org/10.4197/comp.12-1.4.

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Understanding how customers perceive the services they receive has always been crucial to a business’s success. It is widely accepted that Customer Relationship Management (CRM) and Customer Experience Management (CEM) have both been shown to aid businesses in making better decisions by providing them with better information. Unfortunately, in real-world business applications, there are distinctions between customer opinions collected through customer relationship management (CRM) and the real customer opinions gathered via social media for customer experience management (CEM). It is critical

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Suvarchala and V. Narasimha Rao. "CUSTOMER EXPERIENCE MANAGEMENT IN BANKING SECTOR - A BRIEF REVIEW." International Journal of Research -GRANTHAALAYAH 6, no. 7 (2018): 164–78. http://dx.doi.org/10.29121/granthaalayah.v6.i7.2018.1295.

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The competition among the organizations in financial services sector is continuously increasing. Banking industry is a backbone of nation’s economy and it is one of the largest industries in India in terms of revenue and employment. The banking structure played a major role in the mobilisation of savings and promoting economic development. The intensity of customer-organisation relationship has changed dramatically over time. Customer experience is the product of an interaction between an organisation and a customer over the duration of their relationship. The key elements like strategy, cultu

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M.B., Suvarchala, and Narasimha Rao Prof.V. "CUSTOMER EXPERIENCE MANAGEMENT IN BANKING SECTOR - A BRIEF REVIEW." International Journal of Research - Granthaalayah 6, no. 7 (2018): 164–78. https://doi.org/10.5281/zenodo.1325777.

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The competition among the organizations in financial services sector is continuously increasing. Banking industry is a backbone of nation’s economy and it is one of the largest industries in India in terms of revenue and employment. The banking structure played a major role in the mobilisation of savings and promoting economic development. The intensity of customer-organisation relationship has changed dramatically over time. Customer experience is the product of an interaction between an organisation and a customer over the duration of their relationship. The key elements like strategy,

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Razumava, S. "Customer experience management in the marketing concept 4.0." Science and Innovations, no. 6 (July 25, 2024): 78–83. http://dx.doi.org/10.29235/1818-9857-2024-06-78-83.

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The article presents a description of the concept of management of CEM client experience, conducts its comparative characteristic with CRM technology. The author analyzes trends and prospects in the development of CEM solutions market, examines issues associated with their application in foreign organizations' activities, and presents data from Adobe research regarding the outcomes of their application by various companies. Marketing directors' objectives include using marketing technologies and distributing marketing budgets, and internal barriers to the development of CEM in organizations ar

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Lee, Hyun-jung. "Applying netnography to analyze customer experience for a study of customer experience management of golf course." Korean Society for Leisure Sciences 16, no. 2 (2025): 63–74. https://doi.org/10.37408/kjls.2025.16.2.63.

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The purpose of this study is to analyze customer experiences for golf course customer experience management(CEM) using netnography. To achieve this, a total of 209 user-generated golf course reviews from Naver Blogs and Tistory were collected and analyzed from the golf course information reviews on the Kakao Golf Reservation site. The findings of this study are as follows. First, the analysis identified six main factors of customer experience: accessibility, golf course facilities, golf course course facilities, operational services, personal factors, and golf course satisfaction, with a total

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Nadhia, Aurora, and Musa Hubeis. "Faktor-Faktor Customer Experience Management yang Berpengaruh terhadap Peningkatan Citra Telkom Speedy pada PT TELKOM Kandatel Bekasi." Jurnal Manajemen dan Organisasi 2, no. 1 (2016): 27. http://dx.doi.org/10.29244/jmo.v2i1.14194.

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Speedy as PT. Telkom Product is facing a high competition in internet services provider business. The product functional value is not sufficient to win the competition but it is need the internet service image as product image. Nowadays, Consumer perspective about product image is determined by their experiences. This is the reason behind Customer Experience Management (CEM) which defines as a process of managing customer experiences through company products or services. The factors of CEM are product, service, channel, promotion and brand. The research objectives at PT. Telkom Kandatel Bekasi

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Singh, Jagwinder, and Shivani Saini. "Importance of CEM in CRM-CL framework." Journal of Modelling in Management 11, no. 1 (2016): 91–115. http://dx.doi.org/10.1108/jm2-05-2014-0038.

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Purpose – The purpose of this paper is to propose a model to understand the role of customer relationship management efforts in building, sustaining and enhancing customer loyalty (CL). Design/methodology/approach – This paper reviews extant literature in customer relationship management (CRM), customer experience management (CEM) and CL, with a particular emphasis on exploring the relationships between these proposed domains. Findings – The CRM efforts, customer acquisition, retention and experience, are suggested to have positive influence on attitudinal and behavioural loyalty. A model for

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Elidjen, Elidjen. "A Review Of CEM: Customer Engagement as Innovation Co-Creator." ComTech: Computer, Mathematics and Engineering Applications 4, no. 2 (2013): 914. http://dx.doi.org/10.21512/comtech.v4i2.2531.

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Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM). In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM) to handle the experience of customers to improv

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Hunter-Jones, Philippa, Nathaniel Line, Jie J. Zhang, Edward C. Malthouse, Lars Witell, and Brooke Hollis. "Visioning a hospitality-oriented patient experience (HOPE) framework in health care." Journal of Service Management 31, no. 5 (2020): 869–88. http://dx.doi.org/10.1108/josm-11-2019-0334.

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PurposeThis paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality–healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey

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Heshmati, Ebrahim, Hamidreza Saeednia, and Ali Badizadeh. "Designing a customer-experience-management model for the banking-services sector." Journal of Islamic Marketing 10, no. 3 (2019): 790–810. http://dx.doi.org/10.1108/jima-10-2018-0200.

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Purpose This paper aims to develop an appropriate model for customer-experience management (CEM) for the banking-services sector. Design/methodology/approach The research method used in this study is qualitative. Techniques used for data collection and data analysis are based on the grounded theory method and include open, axial and selective coding to develop a hierarchical model. Information and data, based initially on concepts in the literature, are gathered as open code through expert interviews with 11 academic and 20 industry experts from Iran. Research data are classified and filtered

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Prorok, Michał, and Izabela Kosicka. "Application of the Design Thinking Method in Customer Experience Management." Marketing of Scientific and Research Organizations 42, no. 4 (2021): 35–60. http://dx.doi.org/10.2478/minib-2021-0020.

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Abstract The aim of this paper is to conceptualize Design Thinking and customer experience management (CEM), to situate the use of the Design Thinking method in customer experience management processes and to present its practical application based on a case study from the financial services industry — the trade credit insurer, Euler Hermes Poland, Towarzystwo Ubezpieczeń S.A. This article is an attempt to identify actionable Design Thinking process elements and tools and their intersections with the components of the Customer Experience Management processes.

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Dabaghi, Hamed, Saeid Saieda Ardakani, and Seyed Mohammad Tabataba’i-Nasab. "Customer experience management in medical tourism (case study: Iranian hospital’s medical tourists)." Journal of Islamic Marketing 13, no. 1 (2021): 198–226. http://dx.doi.org/10.1108/jima-04-2020-0092.

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Purpose The purpose of this paper is to focus on the emerging phenomenon of medical tourism in the context of Iran from a customer experience management perspective and benchmark of their judgment including positive or negative, of the experience they have achieved of the Iranian health (medical) experience (CE) and suggest scenarios for the improvement of the Iranian customer experience management (CEM). Design/methodology/approach The research methodologies and research methods that are used in this descriptive-analytical research are based on an inspection of the remarkable literature relat

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Agapito, Dora, and Marianna Sigala. "Experience management in hospitality and tourism: reflections and implications for future research." International Journal of Contemporary Hospitality Management 36, no. 13 (2024): 57–76. http://dx.doi.org/10.1108/ijchm-11-2023-1722.

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Purpose This paper aims to provide a critical reflection on the management of experiences in hospitality and tourism (H&T). The paper investigates the evolution of experience research, while discussing the emerging challenges and opportunities for management. Design/methodology/approach The study adopts a critical and reflective approach for providing future directions of experience research. Three major fields are identified to discuss advances, challenges and opportunities in experience research: conceptualization and dimensions of experiences; relational network for experience managemen

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Aarabe, Mourad, Nouhaila Ben Khizzou, Lhoussaine Alla, and Ahmed Benjelloun. "Customer Experience Management in the Tourism Sector: Insights from a Bibliometric and Thematic Analysis." Tourism and Hospitality 6, no. 2 (2025): 103. https://doi.org/10.3390/tourhosp6020103.

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The growing importance of customer experience management (CEM) in the tourism sector has led to a proliferation of research interests in satisfaction enhancement, loyalty, and value co-creation. This study proposes a systematic and exhaustive thematic and bibliometric analysis of 3874 articles on CEM in the tourism industry published in the Scopus database between 1979 and 2024. Following the guidelines of the PRISMA protocol, the study uses Bibliometrix (version 4.4.1) in R and VOSviewer (version 1.6.20) to map publication trends, author networks, thematic and chronological evolution, and inf

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Lee, Gyeong-jin, and Chun-sung Youn. "A Study on the Mediating Effect of Customer Experience Management(CEM) Between SNS Marketing Characteristics and Customer Loyalty." Innovation Enterprise Research 9, no. 2 (2024): 219–44. http://dx.doi.org/10.37297/ier.2024.6.9.2.219.

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Souka, Mohamed, Markus Rump, Michael Löffler, and Reinhold Decker. "Enhancing Internal Branding Outcomes through Customer Experience Management: New Empirical Insights from the Automotive Industry." Marketing ZFP 45, no. 2 (2023): 22–34. http://dx.doi.org/10.15358/0344-1369-2023-2-22.

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Companies increasingly strive to optimise the external customer experience by systematically building on customer experience management (CEM). Based on the internal carleasing service of Porsche AG, this article shows how leaders can correspondingly benefit from applying this expertise to their employees’ interactions when offering services or benefits that are similar to the company’s external offerings. By doing so, companies can authentically demonstrate brand values and actively engage employees in a positive brand experience, thus enhancing internal branding outcomes. The results of a qua

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Managas, Dendy Jonas, Ageng Setiani Rafika, Dedy Prasetya Kristiadi, and Pramita Retno Ayuning Tyas. "Customer Experience Management (CEM) Supports the Quality of School Based on NFC." IJISTECH (International Journal of Information System and Technology) 5, no. 4 (2021): 407. http://dx.doi.org/10.30645/ijistech.v5i4.159.

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Schools as providers of educational services are a gateway to the progress of a nation. Many prospective students look for schools with good quality in order to get something that they aspire to. While the reference for assessing school services for prospective students can only be known from students who have graduated or through poster media. Meanwhile, the assessment of student experience only refers to personal opinions and only one factor such as teaching services or administration. Each student has a different argument about school services. This study will explain the creation of a fram

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Youssif Shaaban Mohamed, Alaa Eldin Adris, Hebatalla Kaoud. "Enhancing Customer Experience through Implementing Process Mining to Discover and Analyze Customer Journey: The Case of Telecom Egypt." Journal of Information Systems Engineering and Management 10, no. 28s (2025): 810–22. https://doi.org/10.52783/jisem.v10i28s.4410.

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Customer Journey Mapping (CJM) constitutes a cornerstone of Customer Experience (CX) management. It encompasses the totality of interactions between a customer and an organization across the entire customer-company relationship lifecycle. CJM strives to visually represent these interactions, facilitating an in-depth analysis of the customer journey and enabling the design of experiences that optimally align with customer expectations. This study employs a case study approach, utilizing secondary customer data from a telecom company in Egypt. This research explores the application of process mi

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K, LOCHANA. "A Study on Customer Experience Management in The Digital Age at Savantec Automation." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 04 (2025): 1–9. https://doi.org/10.55041/ijsrem45400.

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This study explores the role of Customer Experience Management (CEM) in the digital era, focusing on how emerging technologies are reshaping customer interactions. As consumer expectations shift toward personalization, speed, and convenience, businesses are leveraging tools like Artificial Intelligence, Big Data Analytics, chatbots, and omnichannel communication to deliver seamless, real-time, and predictive support. Through a mix of primary and secondary data, the study examines both customer and industry perspectives, revealing that digital transformation is a key driver of customer satisfac

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Ortiz-Robalino, Miriam Ximena, Norman Vinicio Mora-Sánchez, and Liana Sánchez-Cabrera. "marketing experiencial y la Customer Experience Management en el sector farmacéutico homeópata: Propuesta de aplicación." 593 Digital Publisher CEIT 7, no. 4-1 (2022): 195–205. http://dx.doi.org/10.33386/593dp.2022.4-1.1179.

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La adopción de las experiencias en el marketing es una tendencia que notoriamente ha crecido en los últimos años a través de la Gestión de la experiencia del consumidor (CEM), aunque no para el sector de la medicina homeópata. El presente artículo analiza la distinta literatura existente sobre la innovación del marketing y su transición hacia el marketing experiencial. En contexto con el sector objeto de estudio, existe evidencia de los beneficios y bondades de la medicina homeópata, incluso se exponen tratamientos exitosos de casos descartados por la medicina tradicional; sin embargo, el limi

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Yu, Chong Ho, Angel Jannasch-Pennell, and Samuel DiGangi. "Enhancement of Student Experience Management in Higher Education by Sentiment Analysis and Text Mining." International Journal of Technology and Educational Marketing 8, no. 1 (2018): 16–33. http://dx.doi.org/10.4018/ijtem.2018010102.

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The objective of this case study is to illustrate how text mining of open-ended responses and sentimental expressions (positive or negative) from student survey could yield valuable information for improving student experience management (SEM). The concept of student SEM was borrowed from the notion of customer experience management (CEM), which aims for ongoing improvement of customer relations through understanding of the customer's point of view. With the advance of text mining technology, which is based upon artificial intelligence and machine learning, textual data that were previously un

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Logahan, Jerry Marcellinus, Janita Sembiring Meliala, and Iskandar Putong. "Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek." Winners 16, no. 1 (2015): 15. http://dx.doi.org/10.21512/tw.v16i1.1539.

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Today, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect shopping experience during the shopping process. The purpose of this study was to devise a customer experience management strategy at a hypermarket retailer Carrefour, Hypermart, Giant, and Lotte Mart. Both overall and per hypermarket retail chains that have the same character. The method used is Fa

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James, Leena, and Barnabas . "Editorial." Ushus - Journal of Business Management 5, no. 1 (2006): v—vi. http://dx.doi.org/10.12725/ujbm.7.0.

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This issue of Ushus includes research papers on contemporary issues in different streams of management. The first article "Customer Experience Management -the Mantra for Success," discusses how to set up an emotional bonding between the customer and the company through the implementation of strong Customer Experience Management (CEM). The study concludes that pleasant, powerful, and vibrant customer experience can create an innovative corporate image thereby giving leverage in extending the brand name further and also helping the management to capitalize competitive advantage towards the journ

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Kum Bertrand Kum and Dr. Austin. "Quality of Experience (QoE) in LTE GSM UMTS Mobile Networks." International Journal of Latest Technology in Engineering Management & Applied Science 13, no. 9 (2024): 136–46. http://dx.doi.org/10.51583/ijltemas.2024.130914.

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Abstract: Quality of Experience (QoE) is a well-established methodology for measuring and understanding the overall level of customer satisfaction with a service, and has been presented as a way to improve telecommunication services. Even though QoE can be used to solve problems such as customer loyalty and optimisation of network resources in mobile networks, there is a great lack of knowledge on how mobile operators can take advantage of QoE and its potential benefits. This thesis explores the incorporation of QoE in mobile networks to improve their service offering from a technical, regulat

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Rudakova, Lidiya V. "THE ROLE OF RELATIONAL MARKETING IN THE MANAGEMENT SYSTEM OF AN ENTREPRENEURIAL STRUCTURE." EKONOMIKA I UPRAVLENIE: PROBLEMY, RESHENIYA 9/1, no. 150 (2024): 158–64. http://dx.doi.org/10.36871/ek.up.p.r.2024.09.01.016.

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The article highlights and substantiates the role of relational marketing in the management system of an entrepreneurial structure. Three main approaches to relational marketing are analyzed and justified: North American, European and Scandinavian, which allowed us to define relational marketing and see its new dimension through customer relationship management (CRM) and customer experience management (CEM). The scientific novelty and practical significance of the work lies in identifying the success factors of relational marketing: long-term orientation, reciprocity, reliability, information

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Madhukumar.K. and Deepak. K. V. Dr. "SUSTAINING CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING SECTOR THROUGH TOUCH POINTS: A FACTOR ANALYSIS APPROACH." International Journal of Marketing & Financial Management 6, no. 2 (2018): 27–35. https://doi.org/10.5281/zenodo.10817026.

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<strong>ABSTRACT</strong> <strong> </strong> Every business unit emphasizes on spurting a long term relationship with customers to nurture its stability in today’s blooming market. Customer’s expectations are now not only limited to get best products and services, they also need a face-to-face business in which they want to receive exactly what they demand and in a quick time. Customer Relationship Management is an upright concept or strategy to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business. Bankin

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Atul, Kumar, and Brar Vinaydeep. "Customer relationship management." Siddhant Management Journal 1, January (2010): 4–18. https://doi.org/10.5281/zenodo.6706622.

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<strong>Due to globalization, privatization and localization (LPG) of the world market the companies have been aware that, the customers are the king for their business. In present scenario the customer-facing has become a vital part to be a leader in the global market. Therefore, the customer relationship management (CRM) has become an important organizational strategy. CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and retain the potential customers through the combines of people, process and technology.&nbs

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Rapeerat, Thanyawatpornkul. "Implementing AI-driven Customer Relationship Management (CRM) systems: Enhancing customer experience in the retail industry of Thailand." World Journal of Advanced Research and Reviews 24, no. 1 (2024): 1691–99. https://doi.org/10.5281/zenodo.15039327.

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This research explores the impact of AI-driven Customer Relationship Management (CRM) systems on enhancing customer experience in Thailand's retail industry. However, quantitative data analysis was conducted to focus on the 'how' of AI technologies, such as chatbots, predictive analytics, and personalized marketing, to improve customer satisfaction, retention, and sales conversion rates. It also denotes from the analysis of customer transaction data, CRM interaction logs, and sales performance metrics that there has been a very significant improvement in operational efficiency and customer loy

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Theysa Sahlani Pratiwi, Siti Rugayah, and Mutiara Praptasari. "Manajemen Strategi Inovasi Produk dalam Mendukung Pertumbuhan UMKM: Observasi pada Usaha “3S Teh Cem”." Tamilis Synex: Multidimensional Collaboration 2, no. 04 (2024): 19–26. https://doi.org/10.70610/tls.v2i04.395.

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An MSME that is developing will always experience challenges that are not small and not easy; with the increasing number of people who want to open a business, the competition against other business actors will become tighter, and every MSME business actor will increasingly be faced with various challenges such as limited labor resources. And will continue to compete with larger businesses. Micro, small, and medium enterprises (MSMEs) such as "3S TEH CEM" are faced with the challenge of continuing to innovate to expand market share and increase revenue. This study uses a qualitative approach t

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Naga, Lalitha Sree Thatavarthi. "Developing a .NET-based CRM system Integrated with SYSPRO for Furniture Businesses." Journal of Scientific and Engineering Research 9, no. 5 (2022): 125–34. https://doi.org/10.5281/zenodo.13337795.

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The furniture industry is a fragment that competes intensively and experiences constant changes, and thus, firms require close and long-term relationships with their customers. The following paper describes developing a . NET-based CRM system for SYSPRO, an established enterprise resource planning (ERP) software to improve furniture firms' performance and sustainability. Some of the goals of the proposed system include efficient customer data handling, enhancing the effectiveness and efficiency of the selling and marketing functions, and generating complete business solutions. The main functio

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Naga, Lalitha Sree Thatavarthi. "Developing a .NET-based CRM system Integrated with SYSPRO for Furniture Businesses." Journal of Scientific and Engineering Research 9, no. 5 (2022): 125–34. https://doi.org/10.5281/zenodo.12772650.

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The furniture industry is a fragment that competes intensively and experiences constant changes, and thus, firms require close and long-term relationships with their customers. The following paper describes developing a . NET-based CRM system for SYSPRO, an established enterprise resource planning (ERP) software to improve furniture firms' performance and sustainability. Some of the goals of the proposed system include efficient customer data handling, enhancing the effectiveness and efficiency of the selling and marketing functions, and generating complete business solutions. The main functio

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Burton, Jamie, Linda Nasr, Thorsten Gruber, and Helen L. Bruce. "Special section: advancing customer experience and big data impact via academic–practitioner collaboration." Journal of Services Marketing 31, no. 2 (2017): 142–47. http://dx.doi.org/10.1108/jsm-01-2017-0020.

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Purpose This paper aims to outline the purpose, planning, development and delivery of the “1st Academic-Practitioner Research with Impact workshop: Customer Experience Management (CEM) and Big Data” held at Alliance Manchester Business School on 18th and 19th January 2016, at which four subsequent papers were initially developed. Design/methodology/approach The paper sets out a summary of the importance and significance of the four papers developed at the workshop and how the co-creative dialogue between managerial practitioners, presenting key problems and issues that they face, and carefully

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Riyadh, Hosam Alden, Salsabila Aisyah Alfaiza, Abdulsatar Abduljabbar Sultan, Munadil K. Faaeq, and Radyan Dananjoyo. "An analysis of CRM practices in the telecommunication industry in Iraq." Indonesian Journal of Electrical Engineering and Computer Science 23, no. 1 (2021): 453–62. https://doi.org/10.11591/ijeecs.v23.i1.pp453-462.

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Today, concerning the capacity to react straightforwardly to client demands and offer the client a profound experience that is customized and interactive, organizations in the telecommunication industry must have the capacity to set up, support, and continue the connections toward long-term clients. This study attempts to analyze and observe the customer relationship management (CRM) practices that affect firm performance telecommunication corporations. Thus, the study employed a qualitative method, the primary data were obtained using the questionnaire, and the respondents consisted of 100 pe

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Borishade, Taiye Tairat, Rowland Worlu, Olaleke Oluseye Ogunnaike, Deborah Oluwaseun Aka, and Joy Ifiavor Dirisu. "Customer Experience Management: A Study of Mechanic versus Humanic Clues and Student Loyalty in Nigerian Higher Education Institution." Sustainability 13, no. 12 (2021): 6563. http://dx.doi.org/10.3390/su13126563.

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This study surveyed customer experience management (CEM) and student’s loyalty in higher education institution (HEI) sector using a private university in Ogun State, Nigeria as a case study. The primary intent of this study was to determine the roles of humanic and mechanic clues on student’s loyalty. The two hypotheses formulated to address the research questions and objectives raised in this study were analysed with Categorical Regression, which is also known as CATREG analysis. This study applied survey research design and the data were spawned via designed questionnaire. An overall of 215

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Researcher. "INTEGRATION OF SALESFORCE EINSTEIN AI IN CUSTOMER RELATIONSHIP MANAGEMENT." International Journal of Computer Engineering and Technology (IJCET) 15, no. 4 (2024): 897–914. https://doi.org/10.5281/zenodo.13614307.

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This article explores the transformative impact of Salesforce Einstein AI on Customer Relationship Management (CRM) systems. It examines how Einstein AI's suite of machine learning, natural language processing, and predictive analytics capabilities are revolutionizing how businesses interact with customers and make data-driven decisions. The article provides an overview of Einstein AI's key components and discusses its predictive capabilities for lead scoring, sales forecasting, and churn prediction. It also analyzes how Einstein AI enhances customer experiences through personalized recommenda

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Deepak, Kumar. "SAP C4C Introduction and Data Workbench– Part 1." European Journal of Advances in Engineering and Technology 9, no. 6 (2022): 66–72. https://doi.org/10.5281/zenodo.13318845.

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SAP C4C, also known as SAP Cloud for Customer, is essentially a cloud-based suite of customer relationship management (CRM) software provided by SAP. It is designed to help businesses manage their customer-related activities more efficiently across various touchpoints, including sales, marketing, service, and commerce. SAP C4C provides a unified platform for organizations to interact with their customers, analyze customer data, and drive engagement throughout the customer lifecycle. It offers features such as lead and opportunity management, marketing campaign automation, customer service tick

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Deepak, Kumar. "SAP C4C Introduction and Data Workbench– Part 2." European Journal of Advances in Engineering and Technology 9, no. 8 (2023): 61–67. https://doi.org/10.5281/zenodo.13320234.

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SAP C4C, also known as SAP Cloud for Customer, is essentially a cloud-based suite of customer relationship management (CRM) software provided by SAP. It is designed to help businesses manage their customer-related activities more efficiently across various touchpoints, including sales, marketing, service, and commerce. SAP C4C provides a unified platform for organizations to interact with their customers, analyze customer data, and drive engagement throughout the customer lifecycle. It offers features such as lead and opportunity management, marketing campaign automation, customer service tick

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Deepak, Kumar. "SAP C4C Introduction and Data Workbench– Part 3." European Journal of Advances in Engineering and Technology 9, no. 11 (2022): 100–105. https://doi.org/10.5281/zenodo.13320359.

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SAP C4C, also known as SAP Cloud for Customer, is essentially a cloud-based suite of customer relationship management (CRM) software provided by SAP. It is designed to help businesses manage their customer-related activities more efficiently across various touchpoints, including sales, marketing, service, and commerce. SAP C4C provides a unified platform for organizations to interact with their customers, analyze customer data, and drive engagement throughout the customer lifecycle. It offers features such as lead and opportunity management, marketing campaign automation, customer service tick

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Khirod, Chandra Panda. "Leveraging Artificial Intelligence to Generate Automated Insights in Customer Relationship Management." Journal of Scientific and Engineering Research 7, no. 6 (2020): 258–64. https://doi.org/10.5281/zenodo.11232494.

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Artificial Intelligence (AI) has reached a pivotal stage, surpassing human capabilities in complex tasks such as defeating grandmasters in Chess and Go. This technological advancement extends beyond gaming; AI is now capable of writing poetry, forecasting decisions, interacting in real-time, and processing vast amounts of data to deliver solutions in milliseconds. As AI integrates into various business sectors, its impact on Customer Relationship Management (CRM) is particularly notable, significantly enhancing customer experience (CX).This research paper explores the application of AI in CRM

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Kim, Hyejung, and JongWoo Park. "A Study on the Customer Experience Management(CEM) by Applying walk-through audit(WtA) : Focus on Gas Science Museum Exhibition Service." Korean Academic Association of Business Administration 30, no. 7 (2017): 1241–56. http://dx.doi.org/10.18032/kaaba.2017.30.7.1241.

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Joseph, George Padayatty, K. Ajith Sidharth, and Babu Royal. "Salesforce in Neo Banking: A Comprehensive Approach to CRM Implementation and Customization." Journal of Advance Research in Mobile Computing 6, no. 1 (2023): 1–12. https://doi.org/10.5281/zenodo.10153011.

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<i>This paper investigates the development and implementation of an innovative customer relationship management (CRM) system tailored for neo banks, or digital banks. The primary focus of this study is to explore the impact of CRM systems on customer experience, personalized communication, and customer retention in the context of digital banking.</i>

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Flath, Beate. "Co-Creation-Prozesse in Livemusikkonzerten." Zeitschrift für Kulturmanagement 2, no. 2 (2016): 67–80. http://dx.doi.org/10.14361/zkmm-2016-0204.

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Abstract Mit dem Verfügbarwerden und der Omnipräsenz von digitalen Medientechnologien erschlossen sich neue Möglichkeiten, diese in unterschiedliche Kontexte des Kulturmanagements zu integrieren. In den letzten Jahren war der Trend zu beobachten, Apps für entsprechende Kulturangebote zu entwickeln - sei es im Kontext kulturvermittelnder Einrichtungen oder im Kontext der Künstler- und Küstlerinnenvermarktung. Zentral ist dabei stets die Möglichkeit zur Interaktion mit (potentiellen) Kunden und Kundinnen, auch vor Ort, was bis zu einem gewissen Grad die Integration dieser in die Leistungserstell

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Sandhya, Rani Koppanathi. "Enhancing Customer Support with Salesforce and AI Chatbots." European Journal of Advances in Engineering and Technology 6, no. 5 (2019): 102–6. https://doi.org/10.5281/zenodo.13919289.

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Over these years and in this digital age, customer support is the major need for any organizations not willing to lose their foothold in respective markets. One of the leading Customer Relationship Management (CRM) platforms is Salesforce, which has become one of the customers' favorite tools in recent years, largely because it now boasts up to eight AI technologies, making improvements that transform service as well. In this paper, we dive into how AI chatbots are altering the landscape of customer support and Salesforce in particular. This research demonstrates the positives and negatives, a

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