Gestion de la relation client 1
Année du cours : 1 année(s)
Etablissement : IÉSEG School of Management
Langue : Français
Formation(s) dans laquelle/lesquelles le cours apparait :
Période : S1 ou S2
At the end of the course, the student should be able to :
– undertand key concepts such as customers satisfaction and loyalty
– understand what are the mains issues related to customers loyalty
– design and put into action tools to listen to the voice of customers
– design a satisfaction barometer
– design a loyalty program
Customer satisfaction
The voice of customers and complains management
Satisfaction barometer
Customers loyalty
Loyalty programs
