{"id":795,"date":"2021-01-20T08:01:43","date_gmt":"2021-01-20T07:01:43","guid":{"rendered":"https:\/\/parlonstechs.com\/all\/?p=795"},"modified":"2021-01-20T08:01:44","modified_gmt":"2021-01-20T07:01:44","slug":"crm-quest-ce-que-cest","status":"publish","type":"post","link":"https:\/\/parlonstechs.com\/all\/2021\/01\/20\/crm-quest-ce-que-cest\/","title":{"rendered":"CRM : Qu&rsquo;est-ce que c&rsquo;est ?"},"content":{"rendered":"\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.callcenterilemaurice.com\/wp-content\/uploads\/2018\/09\/crm-outil.jpg\" alt=\"Le CRM : L'Outil Ind\u00e9fectible De La Relation Client -  CallCenterIleMaurice.com\"\/><\/figure>\n\n\n\n<p style=\"font-size:26px\"><strong>Le CRM (<em>Customer Relationship Management<\/em>) ou gestion de la relation client (GRC) consiste, pour une entreprise ou une marque, \u00e0 construire, g\u00e9rer et d\u00e9velopper sa relation avec son portefeuille de clients.<\/strong><\/p>\n\n\n\n<p><strong>Depuis la fin du XXe si\u00e8cle, la gestion de la relation avec les clients (customers, en anglais) occupe une importance croissante dans la strat\u00e9gie des entreprises.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Le CRM, la relation client et le marketing<\/h2>\n\n\n\n<p>Si l&rsquo;on peut consid\u00e9rer que ce concept existe plus ou moins depuis que les Hommes commercent entre eux, le CRM est devenu une activit\u00e9 \u00e0 part enti\u00e8re avec l&rsquo;av\u00e8nement du commerce de\u00a0masse\u00a0et des \u00e9changes par\u00a0Internet. L&rsquo;importance croissante de la personnalisation de la relation avec le client a donn\u00e9 naissance au marketing relationnel, dont d\u00e9coule le CRM. Celui-ci comprend des techniques d&rsquo;analyse des donn\u00e9es\u00a0clients (les\u00a0<em>big data<\/em>), des op\u00e9rations marketing ainsi que le service apr\u00e8s-vente.<\/p>\n\n\n\n<p>La constitution d&rsquo;une base de connaissance de la client\u00e8le est devenue indispensable pour les entreprises qui ne souhaitent plus seulement vendre mais aussi augmenter la satisfaction de leurs acheteurs afin de les fid\u00e9liser. Pour cela, elles doivent \u00e9tablir une connexion entre leurs diff\u00e9rents services de marketing, ventes, apr\u00e8s-vente et assistance technique qui sont autant de points de contact avec le client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les r\u00e9seaux sociaux, au c\u0153ur d\u2019une strat\u00e9gie CRM<\/h2>\n\n\n\n<p>L&rsquo;information doit circuler entre ces canaux et \u00eatre combin\u00e9e avec une interaction cibl\u00e9e via les\u00a0r\u00e9seaux sociaux\u00a0(Facebook,\u00a0Twitter,\u00a0Instagram, LinkedIn,\u00a0Google+&#8230;). \u00c0 partir de cette connaissance fine, une entreprise peut \u00e9tablir une relation tr\u00e8s cibl\u00e9e et susciter un sentiment de proximit\u00e9 de la part du client.<\/p>\n\n\n\n<p>Les\u00a0logiciels, et d\u00e9sormais les services de\u00a0cloud computing\u00a0de type\u00a0SaaS\u00a0(<em>software as a service<\/em>), sont devenus des outils cl\u00e9s pour le CRM. Des prestataires proposent des plateformes pour centraliser l&rsquo;analyse de toutes les donn\u00e9es clients en les adaptant aux sp\u00e9cificit\u00e9s de chaque branche de l&rsquo;entreprise (marketing, ventes, SAV&#8230;). Parmi les principaux fournisseurs de solutions CRM figurent Salesforce.com, SAP, Oracle et Microsoft Dynamics CRM.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le CRM (Customer Relationship Management) ou gestion de la relation client (GRC) consiste, pour une entreprise ou une marque, \u00e0 construire, g\u00e9rer et d\u00e9velopper sa relation avec son portefeuille de [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":796,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21,117],"tags":[],"class_list":["post-795","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualite","category-ckoi"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CRM : Qu&#039;est-ce que c&#039;est ? - Parlons Techs - Store<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/parlonstechs.com\/all\/2021\/01\/20\/crm-quest-ce-que-cest\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CRM : Qu&#039;est-ce que c&#039;est ? 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