Kaveh Abhari

The Strategic Concerns before heading to technology-based CEM solution

CEM is not limited to the technology-based package, but technology is an unavoidable part of any CEM solutions. As far as technology is concerned, there is a remarkable debate among the practitioners over the function of technology in the experience-oriented firms. CEM technology still...

How ‘Customer Experience Management’ drives customer lifetime values?

The consequence of managing customer experience has been a pivotal question for both academicians and practitioners since 2003. Recently, customer lifetime value (CLV) has received increasing attention in practice as it is gradually set as the main goal of entire marketing programs. In view...

Experience is Infinity!

It is nice to qoute Henry James, "Experience is never limited, and it is never complete; it is an immense sensibility, a kind of huge spider-web of the finest silken threads suspended in the chamber of consciousness, and catching every air-borne particle in its...

CRM is an essential driver for CEM

Customer Experience Management' is highlighted as a process of creating value to achieve business success in the future. In this respect, getting deeper understanding of CEM and its underpinning as well as relevant organizational requirements are vital for implementation. In this post, it is...

‘Employee Experience Management’ through Employee Engagement Program

This note is in line with the previous post, which gave a brief idea about the notion of EEM - 'Employee Experience Management'. It is tried to shed light on 'Employee Engagement Program' as a possible component for EEM. EEM initially should attract, motivate,...

Employee Experience Management

In CEM standpoint, employees behavior play determinative role in shaping brand experience. Employees – for example – at sales points answer customers' problems, share emotions, and improve the customer's experience (Caru & Cova, 2003). Schmitt and many other scholars believe that the concept of...

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