Pick Up 51

CRM CEM
AIS

Advanced Info
Service Public Company Limited From CRM to CEM: A Transition of Marketing Practices
Innovative Management Practices for the Future
23

CRM



CRM


2
(Emotion Attachment)


Emotion Attachment

CEM:
CRM CEM


Customer Satisfaction
Satisfaction Delight


When
I do good things, nobody knows. When I make a mistake, nobody forgets.

1/3

Pick Up 51

Touch Point
Marketing Function
Marketing Function Touch Point
Touch Point Touch Point
Touch Point


Touch Point
Framework Touch Point
Network Touch Point



Touch Point
Demand

Touch Point Touch Point


Demand

Demand
Product Marketing Demand



(Innovation)

(Emotion)

Emotional Attachment
2/3

Pick Up 51

Emotional Attachment
CEM Emotional Attachment
Emotional Attachment


1.

2. Demand

3. Emotional Attachment

3/3