gestion de clientele 11 outils du crm
TRANSCRIPT
Systeme d’information marketing -CRM
http://christophe.benavent.free.fr
Professeur UPX
Différents types de relations
Stratégie de gestion des clients
Importance de la relation : créer dela dépendance, de la confiance,accroître la durée et le volume dela relation en moyenne.
Importance de ladiscrimination:gestion del'hétérogénéité dela clientèle.
Fidélisation
Marketingrelationnel
Marketingsélectif
A dynamic ressources approach
• Sources of competitive advantages comes from– Capability to discriminate.– Capability to converse with the customer.– Capability to give them meanings and value.– Capability to organize them in community.
The Ressource Value Based Model
• Customer portfolio specificity and value • Fine-tuning learning processes• Organizational fit
Marketing competencies as a competitive advantage and learning processes.– Rare– Valuable– Inimitable– Non substituable
A technological view of CRM
Un exemple : l’offre de Cap Gemini
KnowKnow
Target
Target
Service
ServiceSel
lSel
l
Customer Intelligence and Segmentation
Market Strategy
Order Processing, Delivery and Billing
Communication
Centre
Explore Find
Enjoy Buy
UnderstandMarkets &Customers
DevelopOffer
RetainCustomers
AcquireCustomers
Customer Data Warehouse
Loyalty Programmes
Service Force Effectiveness
Marketing Programmes
Sales Force Effectiveness
Channel Integration
Market-Focused Organisation
IS
Functionnalist approach of IT
• Sensoring – Call center, couponing, scanning, web, …
• Organizing– Historical behaviors : response and stimuli, level of
agregation• Reporting and decision making
– Decisional tools, BI• Testing
– The theory in use…from data mining to behavior modeling
• Operationnalizing
Les évolutions
- Bases de données
- Datamart & datawarehouse
- ERP
- Small size CRM
- Cloud computing
Les buts généraux du CRM
• Économie : réduire les coûts de transaction par l’automatisation sans changer le niveau de qualité délivré (Automatisation).– Economie de communication ( masse ->direct ->e-com)– Traitement des commandes et de la livraison
• Efficience : améliorer la qualité de la prestation (Enrichissement)– Extensions de services annexes – amélioration des flux d’informations (interactivité, fenêtre)
• Efficacité : créer de la valeur client en réinventant l ’offre (créativité)– CRM relationnel : institutionnalisation de la relation (valeurs, normes,
règles). – CRM expérientiel : dramatisation de la consommation, écologie de la
consommation
I.T. and segmentation
1 # Segments n
Cost of segmentation
Benefit of segmentation
Sensibilité à l'action ( Rust and verhoef)
• La durée et l'intensité de l'expérience de consommation réduisent à long terme l'effet des sollicitations
• L 'appartenance à un programme augmente cette sensibilité.
• L'age et le revenu augmentent la sensibilité
• La personnalisation est la clé du succès (pb de modèle)
Operation, Collaborative and Analytical CRM
CRM system :
the marketing functions
The I.T. implications
• The consumer side :– Giving a transactional advantage (Differenciation)– Reinforcing relationship (Personnalization)– Developing the experience (Sense meaning,
valuation)• The company side
– Reducing transaction costs and increasing scope economies (Economy)
– Increasing the control of customers (Domestication)
– Building a new community (Socialization)
Giving a transactional advantage• Purposes : influencing preference and choice.
• Means :– Personnalisation– More soft benefits (training, information)
• Examples :– A service/solution-oriented approach of … that give
more benefit to the patient and the practitioner (Faq, website….).
Reinforcing the relationship
• Purposes : Locking the customer through high switching-cost or high level of commitment
• Means :– Build interactive communication channels.– Developing practices community.
• Examples :– Website designed to follow-up the patients by
the practitioner.
Developing the Experience
• Purposes : Developing more value from experience.
• Means :– E-Training and information
• Example :– A e-training program designed for GP, specialist.– Research program with an involvement of some
patients and GP.
Reducing transaction costs
• Purposes : increasing the commercial productivity.• Means :
– Order on-line (where possible)– Micro-marketing project
• Example :– Wide use of datamining to target pharmacies and GP– Direct marketing program designed for
heterogeneous targets.
Increasing control
• Purposes : Improving the capability to react to change at the patient, GP, Pharmacy level.
• Means :– A tightened cost analysis system– Tracking systems
– Quality of life monitoring
• Example : Faradis +
Building new communities
• Purposes: organize the stakeholder in one broad and interactive community around the brand.
• Means : – Changing the role of sale force : not only promoting or
informing but being real go-between
• Example :– Creating a new role : e-moderator
CRM metaphor
• CRM as a media :– Richness et reachness – Interactivity
• CRM as a decision tool :– Data-mining and analytics
• CRM as an operational tool– SFA– DM campaign management– Multichannel…
• CRM as competency
A general model of performance
- Customer strategy
CRM system
Organisational learning - generation - memorisation - diffusion - interpretation
Performance
Organisational Control - results - Behaviors - information - values et norms
Learning hypothesis
Global local
Generation +++ -
Retention + +++
Diffusion ++ +
Use + +++
Control Hypothesis
Global Local
Results + ++
Behaviors = ++
Value and Norms
++ =
• Etude secteur des services
0.412
0.595 0.508
-0.009 0.094 0.016 0.281**
0.113 0.17
0.306** 0.438** 0.086
0.332**
0.202* 0.51**
0.245*
0.599**
0.301** 0.043
0.185*
0.302**
ComRel
Connaiss C
R2=0.623
Engag R 2=0.546
TraitDif
ProgFid
Prcess GPC R2= 0.485
Base Client R2= 0.498
Technologie AlignOrg
Quali.Portefeuille R2= 0.566
I.T. and Knowledge
Centralized
Decentralized
Unformal Formal
The theory in-use model
The fragmented Knowledge Model
The reporting Model
The Know how Model
Control/learning Interactions
Knowledge uses Global Local
Global
Case 1 : mediatic model les ERP, le CRM ou le
SCM
Case 2 Initiatic model
Knowledge production
Local Case 3 Evangelist model
Case 4 : Epidemic model