The Customer Experience Management (CEM) Process Should

Multiple Choice

The customer experience management (CEM) process should

A) allow for spontaneity and not be too rigid or planned.
B) be unique to each individual customer's experience.
C) stress the similarities in style, function, and form of the organization's service relative to the top competitors in the industry.
D) differentiate a service from other service offerings.
E) be performed by someone outside the firm to guarantee objectivity.