Diapo 1er

E33 Situation 1 de FDRC

Session 2023-2024

1er BacPro MCV OPTION B

Natacha TABATOUCHE

• QUELLES SONT LES ACTIVITÉS DE L'ENTRPRISE ?

• L'EFFECTIF

• CHIFFRE D'AFFAIRE

• PANIER MOYEN OU TAUX DE TRANSFORMATION

• MOYENS DE CONTACTS DIGITAUX

26 Rue Georges Clemenceau, 10000 Troyes

 Concurrence directe / Indirecte

 Où se situent-ils ? (Localisation : carte)

 Qui sont-ils ?

 Quelle gamme ?

 Quels produits (Services et biens) ?

BIEN ET SERVICE VENDUE ? LES CONCCURENTS DIRECT / INDIRECT

• La recherche éthique

• Le souci de l'environnement

• Les campagnes de l'association

Leurs profils

Parcours client

Les facteurs d’influences

Leurs comportements d’achat

L'information des bénévoles

Tracabilité des produits

Proposition de mise de côté

SBAM

prise de commande

Prise de congé

Action FDRC

• L’intérêt pour le client

• Les objectifs visés

MOYENS ET OUTILS DE FDRC MIS EN ŒUVRE AU SEIN DE L'ENTREPRISE

Qualité et durabilité

transparence des prix

Engagement équitable

Communication trasparente

Service client Analyse de la rentablité client envoi de la news Letter envoi d'invitation pour des évenements spécifiques Analyse de la clientèle

Les outils utilisés sont les logiciel CRM , fichier client , site internet

L'information commerciale de l'entreprise est généralement collectée à partir de diverses sources telles que les clients , les fournisseurs , les partenaires , les conccurents, les médias , les données en lignes / Elle est ensuite traiter à travers des outils de gestion des données , des analyses statistiques et d'autres systèmes informatiques pour en extraire des insights pertinant / Elle est diffusée à travers differents cananux tels que les rapports internes, les publication sur les réseaux sociaux et les réunions.

LES OUTILS DIGITAUX DE LA RELATION-CLIENTS

• Selon quels outils de mesure ? . Enquêtes de satisfaction . Taux d'attrition ou de rétention client

• Selon quelles sources ? .Les médias sociaux . Les données transactionnelles . Les interactions directes avec les clients

LES OUTILS DE MESURE DE LA RELATION-CLIENTS

Compte et carte fidélité, offres par mail et sms

4,5 étoiles /5 Basé sur 198 Avis clients

Site web, E-mails, SMS, Affichage en magasin, Réseaux sociaux

5 :les outils et moyens de FDRC que nous ne possèdons pas

4 : Evaluer sa relation client

3 : Identifier ses différents canaux de communication

2. Identifier ses différents outils de fidélisation

1. Choisir un concurrent direct significatif

LA FDRC CHEZ VOS CONCURRENTS

Biocoop

Compte et carte fidélité,Offres exclusif par mail et sms ,Collecte de feedback

• Quels sont les moyens et outils de FDRC qui pourrait être améliorés pour notre unité commerciale ?

Réseaux sociaux ,News Letter

• Points fort ?

Service clientèle, offrant une expérience personnalisée et attentive à chaque client,conviction des benevoles

• Points faibles/axes d'ameliration ?

Une absence de programme de fidélisation

• Quels sont les moyens et outils de FRDC qui seraient utiles pour votre unité commerciale

Programme de fidélité, Marketing mail,Réseaux sociaux , feedback

DIAGNOSTIC DE LA FIDELISATION ET DU DEVELOPPEMENT RELATION CLIENT DE L’ENTREPRISE

INDEX

• Difficultés rencontrées

• Ce que ce travail d’analyse m’a apporté au niveau personnel

• Quelles compétences professionnelles m’a apporté ce travail

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