Customer Experience Management (CEM) Is

question 14

Multiple Choice

Customer experience management (CEM) is

• A) the integration of the service component of the marketing mix with efforts to influence consumer demand.
• B) the unique combination of benefits received by targeted buyers that include quality, convenience, on-time delivery, and both before-sale and after-sale service at a specific price.
• C) the process of managing the entire customer experience within the company.
• D) a cluster of benefits that an organization promises customers to satisfy their needs.
• E) the ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience.

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Definitions:

Simplicity

The quality of being easy to understand or use, often involving a design or approach that avoids complexity.

Damage Control

Efforts to minimize or repair the negative effects of a problem, crisis, or scandal.

Legal Authorities

Official bodies or documents that have the power to enforce laws, regulations, or standards.

Email

A digital form of communication where messages are sent and received electronically over the internet, allowing for quick and easy exchange of information.