Gestion des

relations clients
 La demarche de GRC

Evaluation de porte
Connaissance des clients
01 02 feuille clients

Communication avec les Offre personnalisée

03 clients 04
La connaissance des
clients

L’entreprise doit nourrir sa base de

données d’informations multiples sur le
client
 Comment connaitre un clients?

Ses données Son historique Ses préférences

personnelles d’achats et ses besoins
La communication
avec les clients
Le dialogue permet d’obtenir de
l ’information ; qui améliore la
connaissance par l’entreprise de ses
clients ; cette dernière permet
d’accroitre la fidélité et dont
finalement les profits de l’entreprise
Comment
communiquer avec
les clients?
 Offre personnalisée

Une fois la base de données est construite ; les

clientèles différenciées et leur attentes connues
il est possible de construire une offre
parfaitement adaptée a leurs besoins

en fonction des besoins spécifiques et des

préférences individuelles de chaque client.
 Base de données d’une offre personnalisée

Analyse du
Données comportement
démographiques d’achat

Analyse des réseaux

Données sociaux et des
géographique comportements en
ligne
01 Theory lesson
You can enter a subtitle here if you need it
01 Theory lesson
You can enter a subtitle here if you need it
“This is a quote, words full of wisdom that
someone important said and can make the
reader get inspired.”

—Someone Famous
What we can learn with CRM?
Processes
Mercury is the closest planet to
the Sun and the smallest one in
the Solar System—it’s a bit
larger than the Moon
Tasks
Venus has a beautiful name and
is the second planet from the
Sun. It’s hot and it has a
poisonous atmosphere
 Contents of this template
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 Setting up sales preferences

Online lead form Sales rules Sales territories

Mars is actually a very cold Venus is the second planet from Neptune is the farthest planet
place and hot the Sun from the Sun

Sales quotas Forcast Commissions

Mercury is the closest planet to Saturn is a gas giant and has Jupiter is the biggest planet of
the Sun several rings them all
 Managing contacts

New contacts New leads

Venus is the second planet from Jupiter is the biggest planet in the
the Sun Solar System

New prospect New customers

Despite being red, Mars is a cold Saturn is a gas giant and has
planet, not hot several rings
 KWL (Brainstorming)

K W L

I know I want to know I learned

● Mercury the closest planet
to the Sun
● Jupiter is the biggest
planet of them all
Mercury was named after the
Roman messenger god
● Neptune is very far away
from all of us
● Despite being red, Mars is
a cold planet
Venus has a beautiful name and
the second planet from the Sun
● Earth is the blue planet
where we live on
● Saturn is a gas giant and
has several rings
The Sun is the star at the center
of the entire Solar System
 Methodology

Test Learn
Mars is actually a very cold Venus is the second planet from
place, not hot the Sun

A B C D

Fail Do it again
Mercury is the closest planet to Saturn is a gas giant and has
the Sun several rings
Question and answer

Question
Mercury is the closest planet to the Sun and the
smallest one in the Solar System—it’s only a bit
larger than the Moon

Answer
Venus has a beautiful name and is the second
planet from the Sun. It’s hot and has a poisonous
atmosphere
 5,640
Big numbers catch your audience’s attention
 9h 55m 23s
Jupiter's rotation period

333,000
The Sun’s mass compared to Earth’s

386,000 km
Distance between Earth and the Moon
 Leads and prospects

Leads Prospects
● Individual ● Qualified contact

● Top of the funnel ● Ideal customer

● Unqualified contact ● Considering buyer

● Some level of interest in your product ● Really interest in you product

 Working with leads and prospects
They are usually hand-raisers or
Information qualified likes who have an active interest in
lead (IQL) your offerings.

They are willing to provide

Marketing qualified additional details and are further
lead (MQL): down the sales funnel.

Provide their contact details in

Sales qualified lead exchange for some awareness-level
(SQL): piece of information
How to upgrade one to another

Mars 1 Mars is actually a cold place, not hot

Venus 2 Venus is the second planet from the Sun

Neptune 3 It’s the farthest planet from the Sun

Mercury 4 Mercury is the closest planet to the Sun

 Parts and whole

New Social Media What would happen if we are not

customers campaign in social networks?
Venus has a beautiful ● Mercury Venus is the second planet from the Sun
name and is the ● Mars Saturn is a gas giant and has several rings
second planet from ● Saturn
the Sun. It’s hot, ● Jupiter
even hotter than ● Venus What’s the function of the social
Mercury, and its ● Earth
atmosphere is ● Ceres networks?
extremely poisonous ● Moon Neptune is the farthest planet from the Sun
 Remember the topics

Working with
Sales preferences Sale transactions
leads
Mars is actually a very cold Venus is the second planet Neptune is the farthest
place, not hot from the Sun planet from the Sun

Working with Working with

Managing contacts
prospects reports
Mercury is the closest planet Saturn is a gas giant and has Jupiter is the biggest planet
to the Sun several rings of them all
 Reporting

Receive a report Check fails

Mars is actually a very cold Venus is the second planet
place, not hot from the Sun
Reviewing
Neptune is the farthest planet
from the Sun
Check orders Solve problems
Mercury is the closest planet to Saturn is a gas giant and has
the Sun several rings
 Some percentages

15% Mars 35% Venus

Mars is actually a very cold Venus is the second planet
place, not hot from the Sun

22% Mercury 28% Saturn

Mercury is the closest Saturn is a gas giant and
planet to the Sun has several rings

Follow the link in the graph to modify its data and then paste the
new one here. For more info, click here
 Recommendations

Mercury Jupiter Saturn

Mercury is the closest It’s the biggest planet in Saturn is a gas giant and
planet to the Sun the Solar System has several rings

Venus Mars
Venus is the second Despite being red, Mars
planet from the Sun is a very cold place
 Upcoming workshops

U.S.
Mars is actually a very
cold planet, not hot

Spain
Mercury is the closest
planet to the Sun
 Next workshops
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