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· 제목 : Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers (Hardcover) 
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9780471237747
· 쪽수 : 256쪽
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9780471237747
· 쪽수 : 256쪽
목차
Chapter 1. Taking the Customer Seriously - Finally
Chapter 2. An Overview of the CEM Framework
Chapter 3. Analyzing the Experiential
Chapter 4. Building the Experiential Platform
Chapter 5. Designing the Brand Experience
Chapter 6. Structuring the Customer Interface
Chapter 7. Engaging in Continuous Innovation
Chapter 8. Delivering a Seamlessly Integrated Customer Experience
Chapter 9. Organizing for Customer Experience Management
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