Ce cours apparaît dans les formations suivantes :
• IÉSEG > IESEG Degree - Programme Grande École > Semester 1 > 2,00 ECTS

Pré requis

No preliminary skills required. A first business experience would be a plus.

Objectifs du cours

At the end of the course, the student should be able to :
Based on last year challenge :
- Analyze/audit a company CRM situation
- Define objectives evolution and leverages (HR, organization & processes, IT, communication)
- Set up an action plan
- Present the challenge answer in a proper way
It will depend on the topic provided by the AFRC (Association Française de la Relation Clientèle), the company's situation and requirements/questions.
By the end of the week, the students will work and get information on CRM basics including CRM activities, clients expectations, multi channels CRM.

Contenu du cours

- Give an abstract of customer expectations
- Analyze the company's demand and requirements
- Prioritize actions and leverages
- Define organization and communication tools
- Coach the students and the different groups in order to compete in a proper manner

Modalités d'enseignement

Organisation du cours

Méthodes pédagogiques

• Presentation
• Project work
• Research

Évaluation

- Continuous assessment :
Control the understanding of client/company's expectations
Evaluate the analysis and action plans proposals
Check proposal format