ESCP Europe

In this book, the author shows how to put Customer Experience Management (CEM) to work in any organization to spur growth, increase revenues, and transform the image of a company and its brands. He introduces the five-step CEM process that can use to connect with customers at every touch-point. He provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector.