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2022 | OriginalPaper | Chapter

9. Digitale Customer Journey

Author : Benjamin Birzer

Published in: Praxisbeispiele der Digitalisierung

Publisher: Springer Fachmedien Wiesbaden

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Zusammenfassung

In der Wissenschaft kann der Begriff Customer Experience Management (CEM) sowohl aus Anbieter- als auch aus Kundensicht betrachtet werden. Daher erscheint es an dieser Stelle sinnvoll, einen kurzen Bezug zu den theoretischen Grundlagen des CEM vorzunehmen.

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previous chapter Digital Transformation of the Commercial Functions of B2B Companies

next chapter Service Design in einer digitalisierten Omnikanalwelt: von Kundenreisen und der Möglichkeit zu scheitern

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Title: Digitale Customer Journey
Author: Benjamin Birzer
Publisher: Springer Fachmedien Wiesbaden
Book: Praxisbeispiele der Digitalisierung
Print ISBN: 978-3-658-37902-5

Electronic ISBN: 978-3-658-37903-2

Copyright Year: 2022
DOI: https://doi.org/10.1007/978-3-658-37903-2_9