Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfacti [..]

Aligning executive involvement, operational processes, organizational structure, and technology infrastructure to stimulate, anticipate, and satisfy customer needs.

The evaluation, design and delivery of the entire online customer experience for transactional e-commerce sites from understanding customer motivations, customer journeys between websites as part of a buying process, the website experience and service quality as indicated by inbound enquiries and fulfillment of products.

Customer experience management (CEM) is a relatively new part of enterprise customer management that involves looking at what customers experience in every part of their relationship with the business [..]

The process of strategically managing a customer’s entire experience with a product or a company” :Schmitt, 2003 The process of strategically managing a customer’s entire experience with a product or a company to meet business goals”: Genroe, 2005

a business strategy that focuses and redefines the business from the customer viewpoint. CEM is made up of processes to track, oversee, and organise every interaction and contact-touch throughout the customer lifecycle. The goal of CEM is customer loyalty and advocacy.

The collection of processes a company uses to track, oversee, and organize every interaction with a customer throughout the customer lifecycle. (Rouse M. , 2010)