Customer Experience Management by Kathrin Herbstritt
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Customer Experience Management

Customer Experience Management


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About the Book

Servicewüste Deutschland. "Going the extra mile" für den Kunden ist für die meisten Unternehmen in Deutschland ein unverständliches Konzept. Allzu oft herrscht in den Unternehmen noch die Meinung, dass Preis, Qualität und die Funktion des Produktes bzw. die Leistung alles sei, worauf es den Kunden ankommt. Dabei ist jede Interaktion des Kunden mit einer Marke bzw. einem Unternehmen, sei es durch einen Mitarbeiter oder ein Produkt, mit einem Erlebnis verbunden. Die Wichtigkeit von Erlebnissen wird dabei von Unternehmen oftmals unterschätzt. So zeigt eine Studie des US-amerikanischen Unternehmens RightNow Technologies Inc., dass 80 Prozent der Kunden nach einem negativen Erlebnis nicht noch einmal bei dem betreffenden Unternehmen kaufen und zu einem Mitbewerber wechseln. Vor dem geschilderten Hintergrund wird vonseiten der Wirtschaft und insbesondere durch Beratungen immer stärker gefordert, sich mit den Erlebnissen bzw. Erfahrungen der Kunden ("Customer Experiences") auseinanderzusetzen. Dabei wird ein ganzheitlicher Blick gefordert, d. h. es sollen die Customer Experiences in sämtlichen Phasen des Lebenszyklus mit Pre-Sales-, Sales- und After-Sales-Phase sowie sämtlichen Kundenkontaktkanälen betrachtet werden. Unternehmen stehen somit vor der großen Herausforderung, Customer Experiences in einem komplexen Umfeld zu managen, um möglichst positive Erlebnisse beim Kunden zu erzeugen. Einen geeigneten Ansatz stellt das Customer Experience Management (CEM) dar, das als "Prozess des stragtegischen Managements aller Kundenerlebnisse mit einer Marke an sämtlichen Kontaktpunkten" definiert werden kann. Die vorliegende Arbeit hat die theoretisch-konzeptionelle Ausarbeitung und Entwicklung eines Vorgehensmodells für ein Customer Experience Management im Dienstleistungsbereich zum Ziel. Dies beruht zum einen auf dem aktuellen Forschungsstand und integriert isolierte Forschungsaktivitäten auf diesem Gebiet zu einem umfassenden, entscheidungsorientierten Managementansatz, zu


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Product Details
  • ISBN-13: 9783956368462
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 7 mm
  • Weight: 204 gr
  • ISBN-10: 3956368460
  • Publisher Date: 01 Jul 2015
  • Height: 210 mm
  • No of Pages: 110
  • Series Title: German
  • Sub Title: Konzeption eines entscheidungsorientierten Managementansatzes im B2B-Dienstleistungsbereich
  • Width: 148 mm


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