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A study on customer experience management - CEM in personal loan (MBA Marketing)

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MBA Project ID: 236
MBA Project Name: A study on customer experience management - CEM in personal loan (MBA Marketing)
MBA Category: MBA Marketing
Project Abstract:
CEM enables organizations to automatically understand what customers know about them. It is customer-driven and increases profitability by positively engaging customers to detail what they think, feel, and experience according to their specific interactions. It captures the ‘voice of the customer’ within the context of their experience and personal circumstance – resulting in better than 80% customer participation rate! CEM collects information directly from customers across all customer touch points – telephone, Web, email, and chat. Information is in context of customer interactions and specific to their experience. CEM rapidly increases profitability and operational efficiency by giving executives, managers, and marketing professionals critical information required to improve profitability – automatically. CEM reports customer experience information at its most granular level – by agent, process, product(s), or customer(s). It gives management (organizations) the ability to influence customer behavior by accurately understanding the drivers of customer experience (what, who, where, and how) and act upon them immediately. CEM encompasses the ability to combine CRM deliverables (customer profiles and segmentation) with actual customer experiences and transactional/productivity information. It delivers unprecedented opportunity, analytics, and decision metrics and quickly provides what CRM originally promised – a measurable return.
Project Report: 80 Pages
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