Towards a holistic customer experience management framework for enterprises
We have entered the age of the customer where customer choice is the main differentiator between enterprises. Therefore, enterprises need to shift their focus to customer experience management (CEM). A survey conducted within the telecommunications sector indicated a gap between theoretical CEM appr...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Stellenbosch University
2016-11-01
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| Series: | South African Journal of Industrial Engineering |
| Subjects: | |
| Online Access: | http://sajie.journals.ac.za/pub/article/view/1624 |