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Diapo 1er

natacha tabatouche

Created on March 20, 2024

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Transcript

E33 Situation 1 de FDRC

1er BacPro MCV OPTION B
Session 2023-2024
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

 Quels produits (Services et biens) ?

BIEN ET SERVICE VENDUE ? LES CONCCURENTS DIRECT / INDIRECT

 Quelle gamme ?

 Qui sont-ils ?

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

 Concurrence directe / Indirecte

Parcours client

Leurs comportements d’achat

  • La recherche éthique
  • Le souci de l'environnement
  • Les campagnes de l'association

Leurs profils

Les facteurs d’influences

Proposition de mise de côté

SBAM

Action FDRC

Prise de congé

prise de commande

Tracabilité des produits

L'information des bénévoles

Communication trasparente

• Les objectifs visés

Engagement équitable

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

transparence des prix

• L’intérêt pour le client

Qualité et durabilité

LES OUTILS DIGITAUX DE LA RELATION-CLIENTS

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 utilisés sont les logiciel CRM , fichier client , site internet

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 DE MESURE DE LA RELATION-CLIENTS

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

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

LA FDRC CHEZ VOS CONCURRENTS

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

Biocoop

Compte et carte fidélité, offres par mail et sms

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

1. Choisir un concurrent direct significatif

2. Identifier ses différents outils de fidélisation

3 : Identifier ses différents canaux de communication

4 : Evaluer sa relation client

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

4,5 étoiles /5 Basé sur 198 Avis clients

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

  • 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
    • Quels sont les moyens et outils de FDRC qui pourrait être améliorés pour notre unité commerciale ?
    Réseaux sociaux ,News Letter

    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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