A conceptual model for Customer Experience Management using big data in business management

Nowadays, customer relationship management (CRM) has been one of the priorities in businesses research and practice. Beside many efforts that companies conducted in CRM systems, but they did not meet their expectations. A variety of data related to customers provides big data to analyze CRM objectives over the entire customer life cycle. Customer retention program as an important part of CRM is one of the main strategies adopted in order to keep customers loyal to their providers. For improving customer loyalty, we need to explore costumer’s behavior in CRM by putting more focus on improving the overall customer experience. In this paper, we define an efficient framework for customer experience along with a few key steps to start a successful customer experience program in business management

Keywords:

Conceptual model , Customer Relationship Management , Customer Experience Management , Big data , Business management