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Short description - Customer Experience Management - Moment der Wahrheit

Ich muss zugeben, dass ich nicht richtig aufgepasst habe, als ich vor etwa drei Jahren das erste Mal von Customer Experience, Customer Experience Management und Experience Economy erfahren habe. Es ist ja doch so, dass die Welt der Unternehmensberatung berühmt dafür ist, neue Begriffe zu erfinden, die auf dem Markt herausstechen. Im Großen und Ganzen dachte ich, dass diese Ausdrücke nur andere Wörter für die berühmte Abkürzung “CRM” (Customer Relationship Management") seien...