A REVIEW OF CEM: CUSTOMER ENGANGEMENT AS INNOVATION CO-CREATOR

Elidjen, Elidjen (2013) A REVIEW OF CEM: CUSTOMER ENGANGEMENT AS INNOVATION CO-CREATOR. Jurnal ComTech, 04 (02). ISSN 2087-1244

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Abstract

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 companys profits. That is what causes the need for Customer Experience Management CEM to handle the experience of customers to improve value for customers so that customers become loyal. More useful definition of CEM is handling customer interactions to build brand equity and increase the long-term profitability. The five-element approach known as SMART strategy, metrics alignment, redesign and technology has a positive impact for the company. In the end customers can actualize themselves, through a companys brand and products.

Item Type: Article
Additional Information: 25_Volume 04 / Nomor 02 / December 2013_A REVIEW OF CEM: CUSTOMER ENGANGEMENT AS INNOVATION CO-CREATOR
Subjects: ?? subjectjournal_25 ??
Divisions: ?? journal_32_25_Volume-04-Nomor-02-December-2013 ??
Depositing User: Mr. Super Admin
Date Deposited: 03 Jul 2014 14:54
Last Modified: 03 Jul 2014 20:29
URI: http://eprints.binus.ac.id/id/eprint/30607

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