Everything has changed in the business environment during of the last 25 years. Competition has got much more intensive. Customers are no longer passive recipients in corporate communications, but they are active participants in business and social communal counterweight. The focus of marketing communication is changed from mass marketing to real-time and targeted communication. CEM stands for Customer Experience Management. It is important to notice that CEM is whole different thing than CRM (customer relationship management). Where CRM focus describes and model client processes, tries CEM understand the importance of encounters to the customer. CEM is about knowing your...