SAMVAD: International Journal of Management

Kaushik Mukerjee ¹

Affiliations
1 SIBM Pune, IN

Abstract

No Abstract.

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Kaushik Mukerjee ¹

Affiliations
1 SIBM, Pune, IN

Abstract

No Abstract.

Full Text

   

Kaushik Mukerjee ¹

Affiliations
1 SIBM, Pune, IN

Abstract

Customer Experience Management has gained in importance in recent years. As companies are faced with the prospect of decreasing customer loyalty coupled with increasing costs of customer acquisition, it has become immensely important for companies to ensure a good experience for customers through every stage of customer interaction. This paper focuses on the various aspects that impact customer experience and offers a framework that incorporates these factors.

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