Final answer:
Organizations have shifted from a product and sales focused market orientation era to a customer experience management era due to the rise of globalized competition and technological advancements, leading to a greater emphasis on customer-centric experiences.
Step-by-step explanation:
Organizations have transitioned from the market orientation era to the customer experience management (CEM) era due to significant shifts in how markets operate, chiefly because of technology and globalization. During the market orientation era, businesses focused on understanding a customer's needs and then developing marketing strategies to meet those needs. In contrast, the CEM era prioritizes creating a holistic and positive customer experience across all interactions with a company.
One of the primary reasons for this transition is the increase in competition stemming from improved communication technologies and globalization. Now, a consumer has the power to order products from anywhere in the world, leading to more choices and heightened expectations regarding customer service and experience. Consequently, organizations have shifted their focus from simply selling products or services to offering memorable and personalized experiences that foster brand loyalty and differentiation in a crowded marketplace.
Companies such as Amazon and Apple exemplify this transition. Amazon has redefined retail by focusing on customer-centric features like personalized recommendations and prime shipping, while Apple creates a seamless customer journey from product design to their retail store experience.