{"id":3919,"date":"2011-02-25T10:00:17","date_gmt":"2011-02-25T09:00:17","guid":{"rendered":"http:\/\/visionary.wordpress.com\/?p=3919"},"modified":"2023-12-11T08:37:19","modified_gmt":"2023-12-11T07:37:19","slug":"crm-le-livre-blanc-des-tendances-2011-et-le-debat-de-cherclient","status":"publish","type":"post","link":"https:\/\/visionarymarketing.com\/fr\/2011\/02\/25\/crm-le-livre-blanc-des-tendances-2011-et-le-debat-de-cherclient\/","title":{"rendered":"CRM : le livre blanc des tendances 2011 et le d\u00e9bat de cherclient"},"content":{"rendered":"

\"\"<\/a>Le 23 f\u00e9vrier, je me rendais \u00e0 l’invitation de mon ami Emmanuel Mignot<\/a>, au rendez-vous des blogueurs de Cherclient<\/a>. En attendant le montage vid\u00e9o, je livre ici ces quelques r\u00e9flexions li\u00e9es \u00e0 nos \u00e9changes avec Emmanuel, Thierry Spencer<\/a>, Fran\u00e7ois Laurent<\/a> et Jean-Fran\u00e7ois Ruiz<\/a> (ce dernier responsable d’un livre blanc collectif sur les tendances CRM auquel Thierry et moi avons particip\u00e9<\/a>).<\/em><\/p>\n

R\u00e9flexion suite \u00e0 un comptoir des blogueurs Cherclient<\/strong><\/h2>\n

Le CRM \u00e9volue. Les d\u00e9fis, nombreux, fluctuent au gr\u00e9 de la maturation des clients mais aussi des modes dict\u00e9es par les fractures technologiques (les 2 se nourrissant de fa\u00e7on r\u00e9cursive). Thierry Spencer d\u00e9crit ces clients comme \u00ab\u00a0flous\u00a0\u00bb<\/a>. Bernard Cova et Olivier Badot, il y a 20 ans avaient propos\u00e9 pour d\u00e9crire ces clients habiles, le terme de \u00ab vulpin \u00bb<\/span>, de \u00ab vulpinus \u00bb le renard en Latin.<\/p>\n

La fin du service minimum de la satisfaction client<\/strong><\/h3>\n

Car l’effet acc\u00e9l\u00e9rateur des m\u00e9dias sociaux dans l’univers de la relation client est ind\u00e9niable et vient bousculer ce paysage un peu p\u00e9p\u00e8re, sorte de service minimum de la satisfaction client. Pour citer Emmanuel, le crit\u00e8re selon lequel \u00ab accepter 10 % des pertes d’appels dans un centre d’appels, soit 40 % dans les p\u00e9riodes de pointe \u00bb serait acceptable, ce concept bizarre vole en \u00e9clats.\u00a0Avec les m\u00e9dias sociaux, c’\u00e9tait un consensus autour de la table, arrive le r\u00e8gne du \u00ab tout, tout de suite ! \u00bb. Qu’on l’accueille avec joie ou qu’on le d\u00e9plore, tout le monde s’accorde cependant \u00e0 dire que cette tyrannie du \u00ab client roi \u00bb change la donne. Le terme de tyrannie<\/em> peut sembler fort, mais il se nourrit de l’exp\u00e9rience du terrain.<\/p>\n

Acc\u00e8s au livre blanc tendances CRM<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Le 23 f\u00e9vrier, je me rendais \u00e0 l’invitation de mon ami Emmanuel Mignot, au rendez-vous des blogueurs de Cherclient. En attendant le montage vid\u00e9o, je livre ici ces quelques r\u00e9flexions li\u00e9es \u00e0 nos \u00e9changes avec Emmanuel, Thierry Spencer, Fran\u00e7ois Laurent et Jean-Fran\u00e7ois Ruiz (ce dernier responsable d’un livre blanc collectif sur les tendances CRM auquel …<\/p>\n","protected":false},"author":2,"featured_media":55390,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4064],"tags":[],"class_list":["post-3919","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm-et-experience-client"],"yoast_head":"\nCRM : le livre blanc des tendances 2011 et le d\u00e9bat de cherclient<\/title>\n<meta name=\"description\" content=\"Le 23 f\u00e9vrier, je me rendais \u00e0 l'invitation de mon ami Emmanuel Mignot, au rendez-vous des blogueurs de Cherclient.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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