{"id":703,"date":"2021-02-25T15:28:11","date_gmt":"2021-02-25T14:28:11","guid":{"rendered":"http:\/\/www.cerpeg.fr\/bcpmcv\/?p=703"},"modified":"2021-03-01T15:28:28","modified_gmt":"2021-03-01T14:28:28","slug":"savoirs-limites-des-savoirs-3","status":"publish","type":"post","link":"https:\/\/www.cerpeg.fr\/bcpaccueil\/savoirs-limites-des-savoirs-3\/","title":{"rendered":"Savoirs &#038; limites des savoirs"},"content":{"rendered":"\n<h3 class=\"has-white-color has-pale-cyan-blue-background-color has-text-color has-background wp-block-heading\">G\u00e9rer la relation commerciale<\/h3>\n\n\n\n<figure class=\"wp-block-table is-style-regular\"><table><thead><tr><th class=\"has-text-align-left\" data-align=\"left\"><strong>Savoirs associ\u00e9s<\/strong><\/th><th class=\"has-text-align-left\" data-align=\"left\"><strong>Limites des savoirs<\/strong><\/th><\/tr><\/thead><tbody><tr><td class=\"has-text-align-left\" data-align=\"left\">La relation client et la relation usager<br>La personnalisation de l\u2019offre<\/td><td class=\"has-text-align-left\" data-align=\"left\">Les enjeux, d\u00e9marche et outils de la relation client et de la relation usager<\/td><\/tr><tr><td class=\"has-text-align-left\" data-align=\"left\">Les supports de la relation commerciale<\/td><td class=\"has-text-align-left\" data-align=\"left\">La documentation commerciale, les bornes interactives, les automates, les outils tactiles, les logiciels et applications d\u00e9di\u00e9s \u00e0 la relation commerciale<\/td><\/tr><tr><td class=\"has-text-align-left\" data-align=\"left\">La segmentation du public<\/td><td class=\"has-text-align-left\" data-align=\"left\">Les crit\u00e8res de segmentation<\/td><\/tr><tr><td class=\"has-text-align-left\" data-align=\"left\">Le positionnement de l\u2019organisation sur le march\u00e9<\/td><td class=\"has-text-align-left\" data-align=\"left\">Les diff\u00e9rents produits et services propos\u00e9s par l\u2019organisation, par la concurrence<br>Les diff\u00e9rents canaux et supports utilis\u00e9s avant la finalisation de l\u2019acte d\u2019achat<\/td><\/tr><tr><td class=\"has-text-align-left\" data-align=\"left\">La recherche de la solution adapt\u00e9e au client\/usager<\/td><td class=\"has-text-align-left\" data-align=\"left\">Ensemble des ressentis client \/ usager avant, pendant et apr\u00e8s l\u2019acte d\u2019achat ou de d\u00e9livrance du service<\/td><\/tr><tr><td class=\"has-text-align-left\" data-align=\"left\">Le parcours client, le parcours usager<br>L\u2019exp\u00e9rience client, l\u2019exp\u00e9rience usager<\/td><td class=\"has-text-align-left\" data-align=\"left\">Les \u00e9l\u00e9ments qualitatifs et quantitatifs du positionnement de l\u2019organisation sur le march\u00e9<\/td><\/tr><tr><td class=\"has-text-align-left\" data-align=\"left\">Les outils de collecte<br>et d\u2019analyse des motifs de satisfaction et d\u2019insatisfaction<\/td><td class=\"has-text-align-left\" data-align=\"left\">Les outils de collecte et d\u2019analyse de motifs de satisfaction et d\u2019insatisfaction : enqu\u00eates, les m\u00e9dias sociaux, logiciels\/applications d\u2019aide \u00e0 l\u2019analyse<\/td><\/tr><tr><td class=\"has-text-align-left\" data-align=\"left\">La fid\u00e9lisation<\/td><td class=\"has-text-align-left\" data-align=\"left\">Les enjeux de la fid\u00e9lisation<\/td><\/tr><tr><td class=\"has-text-align-left\" data-align=\"left\">Le traitement des r\u00e9clamations<\/td><td class=\"has-text-align-left\" data-align=\"left\">Les modalit\u00e9s de collecte et de traitement des r\u00e9clamations : orales, \u00e9crites, en pr\u00e9sentiel et \u00e0 distance<br>Les proc\u00e9dures de traitement des r\u00e9clamations<br>Le compte rendu oral, \u00e9crit, hi\u00e9rarchique et non-hi\u00e9rarchique des situations rencontr\u00e9es<\/td><\/tr><\/tbody><\/table><figcaption>.<\/figcaption><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>G\u00e9rer la relation commerciale Savoirs associ\u00e9s Limites des savoirs La relation client et la relation usagerLa personnalisation de l\u2019offre Les enjeux, d\u00e9marche et outils de la relation client et de la relation usager Les supports de la relation commerciale La documentation commerciale, les bornes interactives, les automates, les outils tactiles, les logiciels et applications d\u00e9di\u00e9s [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,1],"tags":[],"_links":{"self":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts\/703"}],"collection":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/comments?post=703"}],"version-history":[{"count":1,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts\/703\/revisions"}],"predecessor-version":[{"id":934,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts\/703\/revisions\/934"}],"wp:attachment":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/media?parent=703"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/categories?post=703"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/tags?post=703"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}