By gaining insight into each customer's needs and behaviours and using this information to improve the customer's dealings with the company, Flyaway Airlines is using a process called customer _____.
A)experience management
B)reward program
C)branding
D)relationship management

Question

Quizplus · Accepted Answer

Flyaway Airlines is using CEM.A concept similar to CRM is a process called customer experience management (CEM).It's defined as managing customer interactions to build brand equity and improve long-term profitability.Ideally, CEM information is analyzed to gain insight into each customer's needs and behaviours, and then it is used to improve the customer's dealings with the company.

By Gaining Insight into Each Customer's Needs and Behaviours and Using