Abstract
In today's increasingly competitive business environment, where technological advancements lower market entry barriers, customer acquisition costs continue to rise, and consumer choices diversify, delivering a distinctive and human-centered customer experience has become a critical strategic imperative for enterprises. Emphasizing customer needs, emotions, and expectations is essential to fostering deeper engagement and long-term loyalty. This study proposes a comprehensive customer management framework, bridging strategy and implementation, encompassing business strategy, customer journey, data collection, metric design, and experience design. The framework aims to guide organizations in effectively executing customer management initiatives grounded in human-centered principles. This research not only enriches the theoretical foundation of customer management but also provides actionable insights for enterprises striving to differentiate themselves and achieve sustainable growth in a highly competitive market.
Keywords
Experience Strategy; Customer Experience Management (CXM); Customer Relationship Management (CRM); Experience Design
DOI
https://doi.org/10.21606/iasdr.2025.639
Citation
Lai, H.C., Tang, H.,and Lai, M.T.(2025) Constructing and Implementing Customer Management: An Exploration from Enterprise Strategy to Customer Experience, in Chang, C.-Y., and Hsu, Y. (eds.), IASDR 2025: Design Next, 02-05 December, Taiwan. https://doi.org/10.21606/iasdr.2025.639
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Track 5 - Design Thinking
Constructing and Implementing Customer Management: An Exploration from Enterprise Strategy to Customer Experience
In today's increasingly competitive business environment, where technological advancements lower market entry barriers, customer acquisition costs continue to rise, and consumer choices diversify, delivering a distinctive and human-centered customer experience has become a critical strategic imperative for enterprises. Emphasizing customer needs, emotions, and expectations is essential to fostering deeper engagement and long-term loyalty. This study proposes a comprehensive customer management framework, bridging strategy and implementation, encompassing business strategy, customer journey, data collection, metric design, and experience design. The framework aims to guide organizations in effectively executing customer management initiatives grounded in human-centered principles. This research not only enriches the theoretical foundation of customer management but also provides actionable insights for enterprises striving to differentiate themselves and achieve sustainable growth in a highly competitive market.