Customer Relationship Management CRM or "Customer Service", is a process integrated through several points of contact with the customer (marketing, sales, after sales and technical support) using multiple communication channels via the Internet, the telephone or face-to-face. CRM is a process for dealing with all aspects of customer identification, building a lifetime Business Relationships (with customers, suppliers, employees and investors), developing a customer relationship and improving the company's image and quality of products and service through learning the importance of CRM in the Quality Management System ISO 9001 and monitoring and measuring Customer Satisfaction for Continual Service Level Improvement. This program develops skills to enable our future managers and promoters to build long relationships with clients and colleagues; and secure an overall Business Strategy in order for the Company they work for to achieve the greatest results in revenue and sales.

Temps présentiel : 10 heures

Charge de travail étudiant : 50 heures

Méthode(s) d'évaluation : Examen écrit, Exposé oral

Référence :
- Customer Relationship management concepts and technologies, Francis Buttle and Stan Maklan, 2008 and 2015 edition - Services Marketing, Integrating customer focus across the firm, Alan Wilson, - Marketing Communications, a European perspective, Pearson, 2013 - 5 star service, how to deliver exceptional customer service, Michael Heppell, 2015