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# Customer Experience Management Customer Experience Management (CEM) is the systematic process of understanding, designing, monitoring and improving all the experiences that customers have with an organisation throughout their relationship with it. It focuses not only on the product or service offered but also on how customers feel and respond during every interaction with the organisation. The main objective of CEM is to create positive, consistent and memorable customer experiences that increase satisfaction, loyalty and long-term customer value. Customer experience begins before a customer purchases a product and continues through purchase, usage, after-sales service and future interactions. For example, a customer ordering a smartphone online experiences the website, product _______ _______ ___ ___ _________ ___ ________ ______ __________ _______.
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