<< Retour à la liste de services

Répertoire de services

DOC-519 CRM: défis, meilleures pratiques et tendances

Commander

*NOTE : Cet article n'est présentement disponible qu'en anglais.

Introduction

Customer Relationship Management (CRM), as the name implies, is the management of a company's relationships with its customers and is defined by Gartner as:

"An enterprise-wide business strategy designed to optimize profitability, revenue and customer satisfaction by organizing the enterprise around customer segments, fostering customer-satisfying behaviors and linking processes from customers through suppliers."

In the fiercely competitive world of business today, as revenue and profits are being eroded and churn becomes the norm, CRM programs have taken on more importance.

CRM puts customers at the heart of the business and focuses on people, processes, and technology to create win/win relationships with customers, decrease churn, improve customer retention and loyalty, and help create sustainable competitive advantage.

CRM is a strategy that focuses on a collaborative customer-centric approach. It enables employees, partners, suppliers, and customers to leverage fully integrated information from the entire enterprise to tie CRM functionality closely with e-commerce, supply chain, and business intelligence "to create a holistic circle of commerce."

In the past, many companies initiated CRM programs but did not fully reap the intended benefits due to a number of issues that challenge CRM adoption and successful implementation.

Ajouter à mes favoris >> Commander
Tarif
0 $

Inclus la formation, le matériel, l’accès en ligne (Formations en classe virtuelle/e-Learning) et les déjeuners/rafraichissements pendant la formation (Formations présentielles).
Disponibilité
Ce document est GRATUIT.
 
Après avoir commandé ce document, vous pourrez le récupérer à partir de votre dossier sur le portail Kneoledge.
 
Témoignages
Comme toujours, une information pertinente et bien présentée.
Merci pour tous vos articles. Ils sont toujours instructif.