Managing the customers' interactions with the organization at all levels and at all touchpoints so that the customer has a positive impression of the organization,is satisfied with the experience,and will remain loyal to the organization is referred to as:
A)marketing management
B)customer relationship management
C)customer experience management
D)customer loyalty

Question

Quizplus · Accepted Answer

Customer experience management refers to managing all the interactions that customers have with the organization at every touchpoint to create a positive impression, customer satisfaction, and loyalty. It involves designing, delivering, and continuously improving the customer's experience with the organization, products, or services. Marketing management and customer relationship management are related but not precisely the same as customer experience management. Customer loyalty is one of the outcomes of effective customer experience management.

Managing the Customers' Interactions with the Organization at All Levels