{"id":286774,"date":"2021-03-16T21:13:02","date_gmt":"2021-03-16T20:13:02","guid":{"rendered":"https:\/\/www.kafinea.com\/?p=286774"},"modified":"2022-04-15T08:54:05","modified_gmt":"2022-04-15T06:54:05","slug":"quest-ce-quun-crm","status":"publish","type":"post","link":"https:\/\/www.kafinea.com\/fr\/metier\/quest-ce-quun-crm\/","title":{"rendered":"Qu&rsquo;est-ce qu&rsquo;un CRM ?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On vous a conseill\u00e9 un CRM&nbsp;? Vous en avez entendu parler dans les m\u00e9dias&nbsp;? Mais qu\u2019est-ce que c\u2019est&nbsp;?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Alors non, ce n\u2019est pas votre Coefficient de R\u00e9duction Majoration ou syst\u00e8me de bonus-malus de votre assurance. On parle ici de Customer Relationship Management ou GRC en fran\u00e7ais (non pas la Gendarmerie Royale du Canada) c\u2019est-\u00e0-dire de Gestion de la Relation Client.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En fait c\u2019est un terme tr\u00e8s large qui inclut toute la strat\u00e9gie mise en place dans une entreprise pour la gestion de la client\u00e8le. Mais on restreint souvent l\u2019utilisation du terme CRM au logiciel choisi pour faciliter cette gestion.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Un logiciel de CRM va permettre \u00e0 une entreprise d\u2019automatiser l\u2019ensemble des actions li\u00e9es \u00e0 la prospection des clients et \u00e0 leur fid\u00e9lisation. L\u2019int\u00e9r\u00eat d\u2019automatiser ces t\u00e2ches est de permettre \u00e0 l\u2019\u00e9quipe d\u00e9di\u00e9e \u00e0 la relation client d\u2019\u00eatre plus disponible\u2026pour les clients. Le logiciel de CRM va faciliter et optimiser la gestion clients depuis l\u2019acquisition et la qualification des prospects jusqu\u2019\u00e0 l\u2019\u00e9tablissement des rapports d\u2019analyse et des statistiques.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cela \u00e9tant, peut-\u00eatre pensez-vous que la GRC, ce n\u2019est pas seulement la prospection et la qualification des clients&nbsp;? C\u2019est aussi le suivi de tout le processus d\u2019achat\/vente, de la commande jusqu\u2019\u00e0 la facturation. Et vous avez tout-\u00e0-fait raison&nbsp;!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">C\u2019est un peu comme si vous voyiez un beau camembert. Un logiciel de CRM en est une belle part.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Mais\u2026et le reste du camembert&nbsp;?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On vous en parle dans un prochain billet de blog&nbsp;!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>On vous a conseill\u00e9 un CRM&nbsp;? Vous en avez entendu parler dans les m\u00e9dias&nbsp;? Mais qu\u2019est-ce que c\u2019est&nbsp;? Alors non, ce n\u2019est pas votre Coefficient de R\u00e9duction Majoration ou syst\u00e8me de bonus-malus de votre assurance. On parle ici de Customer Relationship Management ou GRC en fran\u00e7ais (non pas la Gendarmerie Royale du Canada) c\u2019est-\u00e0-dire de&#8230;<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[75],"tags":[18,20,22],"class_list":["post-286774","post","type-post","status-publish","format-standard","hentry","category-metier","tag-crm","tag-erp","tag-relation-client"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Qu&#039;est-ce qu&#039;un CRM ? 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