100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
Gestion de la relation client $5.90
Add to cart

Class notes

Gestion de la relation client

 2 views  0 purchase
  • Course
  • Institution

Ceci est un cours sur la gestion de la relation client avec pour but plusieurs techniques de fidélisations, de stratégies marketing,...

Preview 2 out of 7  pages

  • December 20, 2024
  • 7
  • 2024/2025
  • Class notes
  • Durand
  • All classes
avatar-seller
Gestion de la relation client

10/10/2024 :




En moyenne, le contenu du message passe entre 30 et 50% quand les interlocuteurs connaissent le
domaine d’information à 10% quand le thème est inconnu.

Les acteurs de la relation client :

- Client – Prospect
- Vendeur (entreprise)
- Fournisseur (partenaire de l’entreprise)  Satisfaction client  Fidélisation
- Sous-traitants (partenaire)

07/11/2024 :

Offre – Demande

+ > - XXIème siècle

La mondialisation

 Commerce présentiel + virtuelle
1) Marketing était autour du produit, l’objectif était de vendre, on parlait à l’époque de
marketing transactionnel.
2) Marketing relationnel = après année 70-80  autour du client
3) Marketing expérientiel  client sur le web / digital (95-2 000 – mtn). Story telling (rappeler
aux clients que l’entreprise existe) On parle d’un travail spécifique sur toutes les interactions
(échange permanent et renforcer)

, Exemple d’interactions :

- Boutique  5 sens
- Mail
- SMS
- Appel
- SAV
- Personnalisation
- Facturation
- Intervention technique



CRM : Customer Relationship Management (Appli)

- Parc clients – Portefeuille clients



14/11/2024 :

Codage / Décodage



Emetteur  Message  Récepteur

Pollution

Feedback

Comprendre le message envoyé du client en fonction de son âge

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

Guaranteed quality through customer reviews

Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.

Quick and easy check-out

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

Focus on what matters

Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!

Frequently asked questions

What do I get when I buy this document?

You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.

Satisfaction guarantee: how does it work?

Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.

Who am I buying these notes from?

Stuvia is a marketplace, so you are not buying this document from us, but from seller emmamatch2005. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for $5.90. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

52928 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
$5.90
  • (0)
Add to cart
Added