Abstract

DU PLESSIS, L.  and  DE VRIES, M.. Towards a holistic customer experience management framework for enterprises. S. Afr. J. Ind. Eng. [online]. 2016, vol.27, n.3, pp.23-36. ISSN 2224-7890.  http://dx.doi.org/10.7166/27-3-1624.

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 approaches and their implementation in enterprises. Although a systematic literature review and inductive thematic analysis of CEM literature revealed nine common themes, none of the existing approaches includes all of these themes in a comprehensive way. Based on those nine themes, this paper presents a new holistic framework for CEM that managers and practitioners concerned with improving customer experiences could use.

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