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Gestion de la relation client

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Customer Relationship Management[1], often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing[3] in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It’s categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost client[4] loyauté[5] and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve l'engagement des clients[2]. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.

Définitions des termes
1. Gestion de la relation client ( Customer Relationship Management )
1 Customer Relationship Management, often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It's categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost customer loyalty and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve customer engagement. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.
2 Customer Relationship Management, commonly referred to as CRM, is a strategy used by businesses to manage and improve their interactions with customers. Originating in the early 1970s, its development was marked by key milestones such as the introduction of database marketing in 1982 and the design of the first CRM product in 1993. CRM can be categorized into four types: Strategic, Operational, Analytical, and Collaborative, each with a unique focus area. The CRM system consists of various components such as marketing, data aggregation, and CRM-specific software, all aimed at building and managing customer relationships effectively. The benefits of employing CRM can be seen in improved customer satisfaction, efficient sales force, and personalized marketing approaches. The field of CRM is continuously evolving, responding to trends and developments such as customer-centric strategies and the impact of global events on customer behavior.
3 Customer Relationship Management, often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It's categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost customer loyalty and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve customer engagement. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.
2. l'engagement des clients.
1 L'engagement des clients est un terme qui englobe l'interaction et l'implication des consommateurs avec une entreprise ou une marque. Ce concept, qui a été défini par diverses organisations entre 2006 et 2008, s'applique aussi bien en ligne que hors ligne et a un impact significatif sur les pratiques de marketing. Il implique la cocréation d'expériences personnalisées, avec des dimensions clés telles que l'immersion, la passion et l'activation. Cependant, des questions éthiques peuvent se poser, notamment en ce qui concerne l'optimisation de l'engagement des utilisateurs. La technologie joue un rôle essentiel dans ce processus, en favorisant une culture interactive et en facilitant les connexions entre les consommateurs et les organisations. L'engagement des clients est également fortement influencé par les plateformes de médias sociaux, où le contenu et l'activité des influenceurs peuvent orienter les stratégies d'engagement. Les mesures sont essentielles pour évaluer l'engagement des clients, comme par exemple les likes, les réponses et les retweets sur Twitter. Cette interaction complexe entre les entreprises et les clients vise en fin de compte à favoriser la loyauté et les relations à long terme.
2 L'engagement des clients est un terme qui englobe l'interaction et l'implication des consommateurs avec une entreprise ou une marque. Ce concept, qui a été défini par diverses organisations entre 2006 et 2008, s'applique aussi bien en ligne que hors ligne et a un impact significatif sur les pratiques de marketing. Il implique la cocréation d'expériences personnalisées, avec des dimensions clés telles que l'immersion, la passion et l'activation. Cependant, des questions éthiques peuvent se poser, notamment en ce qui concerne l'optimisation de l'engagement des utilisateurs. La technologie joue un rôle essentiel dans ce processus, en favorisant une culture interactive et en facilitant les connexions entre les consommateurs et les organisations. L'engagement des clients est également fortement influencé par les plateformes de médias sociaux, où le contenu et l'activité des influenceurs peuvent orienter les stratégies d'engagement. Les mesures sont essentielles pour évaluer l'engagement des clients, comme par exemple les likes, les réponses et les retweets sur Twitter. Cette interaction complexe entre les entreprises et les clients vise en fin de compte à favoriser la loyauté et les relations à long terme.

Gestion de la relation client (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.

CRM systems compile data from a range of different communication channels, including a company's site web, telephone (which many software come with a softphone), courriel, live chat, marketing materials and more recently, médias sociaux. They allow businesses to learn more about their target audiences and how to better cater to their needs, thus retaining customers and driving ventes growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company. According to Gartner, the global CRM market size is estimated at $69 billion in 2020.

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