{"id":326,"date":"2015-10-01T18:05:00","date_gmt":"2023-09-07T18:05:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=326"},"modified":"2023-12-01T08:53:30","modified_gmt":"2023-12-01T08:53:30","slug":"une-vision-a-360-du-client-la-cle-du-succes","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/une-vision-a-360-du-client-la-cle-du-succes\/","title":{"rendered":"Une vision \u00e0 360\u00b0 du client"},"content":{"rendered":"\n<p>Le monde du service client a profond\u00e9ment chang\u00e9, et l\u2019entreprise doit s\u2019adapter \u00e0 des clients toujours plus exigeants. <b>Ces derniers veulent un service personnalis\u00e9<\/b>, une prise en compte imm\u00e9diate de leur demande et <b>une solution tout aussi rapide<\/b>. Ils n\u2019accepteront pas d\u2019attendre, de devoir s\u2019adresser successivement \u00e0 plusieurs interlocuteurs \u2013 ou pire encore, de devoir r\u00e9p\u00e9ter la demande \u00e0 chaque contact.<\/p>\n\n\n\n<p>Un <b>service client irr\u00e9prochable, rapide, pertinent et efficace<\/b>, n\u2019est pas simplement \u00ab un atout \u00bb pour une entreprise. C\u2019est devenu <b>une exigence<\/b> et un crit\u00e8re de choix pour le consommateur.<\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">La 6e\u00a0\u00e9dition du rapport \u00ab\u00a0Focus sur les ventes\u00a0\u00bb<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">D\u00e9couvrez des conseils de 5 500 professionnels des ventes sur la mani\u00e8re de stimuler la croissance et de se d\u00e9marquer.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/fr\/form\/sales\/state-of-sales\/?nc=701ed000003AyKZAA0\">Je me d\u00e9marque<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/07\/state-of-sales-2024.png\" class=\"attachment-full size-full\" alt=\"Couverture du guide Focus sur les ventes\" srcset=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/07\/state-of-sales-2024.png 1200w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/07\/state-of-sales-2024.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/07\/state-of-sales-2024.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/07\/state-of-sales-2024.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/07\/state-of-sales-2024.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-la-connaissance-du-client-un-atout-a-exploiter\">La connaissance du client, un atout \u00e0 exploiter<\/h2>\n\n\n\n<p>Au fil des interactions, la plupart des entreprises collectent de nombreuses informations sur leurs clients : de la demande de documentation \u00e0 la commande, en passant par l\u2019intervention d\u2019un technicien \u00e0 domicile, vous pouvez conna\u00eetre leurs pr\u00e9f\u00e9rences, leurs attentes, leurs projets d\u2019achats, etc. Lorsque ces donn\u00e9es se font tr\u00e8s nombreuses, on parle de \u00ab Big Data \u00bb : <b>un important volume de donn\u00e9es clients<\/b>, qui constitue la nouvelle richesse des entreprises !<\/p>\n\n\n\n<p>Mais il reste \u00e0 <b>transformer les donn\u00e9es client en r\u00e9elle connaissance du client<\/b>. Pour cela, vos donn\u00e9es doivent \u00eatre :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>centralis\u00e9es<\/b> : si vous conservez s\u00e9par\u00e9ment un fichier client, les commandes, les devis, les commentaires des commerciaux sur les attentes exprim\u00e9es, vos donn\u00e9es n\u2019ont aucune valeur. En centralisant vos donn\u00e9es, vous avez une vue compl\u00e8te du parcours de vos clients et de leurs interactions avec votre marque. Vous permettez ainsi un suivi efficace et am\u00e9liorez fortement la qualit\u00e9 de votre service client.<\/li>\n\n\n\n<li><b>accessibles<\/b> : tous les collaborateurs au service client doivent <b>pouvoir consulter ces donn\u00e9es, \u00e0 tout moment, o\u00f9 qu\u2019ils soient<\/b>. Le niveau d\u2019accessibilit\u00e9 influe en effet fortement sur les d\u00e9lais de r\u00e9ponses et la rapidit\u00e9 de r\u00e9solution des tickets, crit\u00e8re essentiel \u00e0 la satisfaction client.<\/li>\n\n\n\n<li><b>enrichies<\/b> : <b>vos donn\u00e9es clients doivent vivre<\/b>, \u00eatre compl\u00e9t\u00e9es au fil des contacts entre le client et l\u2019entreprise. Les collaborateurs du service client doivent pouvoir consulter, mais aussi <b>mettre \u00e0 jour en temps r\u00e9el les donn\u00e9es<\/b>. De plus, un acc\u00e8s \u00e0 des informations compl\u00e9mentaires, telles que des articles de la base de connaissance, des cas similaires ou des expertises, augmente fortement la qualit\u00e9 du service au client.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-une-vue-complete-de-vos-clients-pour-un-meilleur-service\">Une vue compl\u00e8te de vos clients pour un meilleur service<\/h2>\n\n\n\n<p>Vous devez aussi <b>ouvrir ces donn\u00e9es \u00e0 tous les services, tous les m\u00e9tiers de l\u2019entreprise<\/b>. Les services commercial, client et marketing, les techniciens du service apr\u00e8s-vente ou les conseillers en boutique : chaque collaborateur doit avoir acc\u00e8s \u00e0 ces donn\u00e9es, et les enrichir. Cette vue compl\u00e8te &#8211; une <b>\u00ab vision \u00e0 360\u00b0 \u00bb du client<\/b> &#8211; permet alors m\u00eame d\u2019<b>anticiper ses attentes<\/b> !<\/p>\n\n\n\n<p>Par exemple ? Si un devis est rest\u00e9 sans suite, vous recontactez le client pour lui proposer un essai produit. Le client a appel\u00e9 le SAV (service apr\u00e8s vente) ? Un technicien peut l\u2019appeler pour lui proposer de l\u2019aider a utiliser le produit qui lui a pos\u00e9 probl\u00e8me.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-la-reussite-client-au-coeur-de-votre-strategie\">La r\u00e9ussite client au c\u0153ur de votre strat\u00e9gie<\/h2>\n\n\n\n<p>Pour assurer la r\u00e9ussite de vos clients, vous devez \u00eatre en mesure de les accompagner de la meilleure fa\u00e7on possible, en garantissant un service client simple et efficace. C\u2019est pourquoi aujourd\u2019hui, <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/2015\/09\/comment-mesurer-la-performance-de-votre-service-client.html\" target=\"_blank\" rel=\"noopener\">l\u2019indicateur-cl\u00e9 de la performance de l\u2019entreprise est <b>la satisfaction client<\/b><\/a> ! Alors le client doit \u00eatre plac\u00e9 au c\u0153ur de toutes vos actions, et votre service doit \u00e9voluer en permanence, selon les attentes des clients.<\/p>\n\n\n\n<p>La solution \u00e0 la centralisation, au partage des donn\u00e9es et \u00e0 l\u2019\u00e9volutivit\u00e9 du service tient en un seul produit : <b>un logiciel de CRM<\/b>, tel que <a><b><\/b><\/a><b><a adhocenable=\"false\" href=\"http:\/\/www.salesforce.com\/fr\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\">Service Cloud<\/a><\/b><a adhocenable=\"false\" href=\"http:\/\/www.salesforce.com\/fr\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\"><\/a>. Il rassemble les informations client, les met \u00e0 la disposition de tous les services de l\u2019entreprise et permet d\u2019exploiter ces donn\u00e9es facilement. Apportant une vue compl\u00e8te de vos clients ainsi que des indicateurs m\u00eames de votre performance, Service Cloud ouvre \u00e0 davantage de perspectives et d\u2019\u00e9volutivit\u00e9, n\u00e9cessaire dans le monde hyper connect\u00e9 d\u2019aujourd\u2019hui.<\/p>\n\n\n\n<p>Pour en savoir plus, <a><\/a><b><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/form\/pdf\/360-degree-customer-view.jsp\" target=\"_blank\" rel=\"noopener\">t\u00e9l\u00e9chargez gratuitement l\u2019e-book \u00ab Une vision \u00e0 360\u00b0 du client \u00bb<\/a><\/b> : il vous aidera \u00e0 r\u00e9v\u00e9ler la pleine puissance des donn\u00e9es que vous d\u00e9tenez, et \u00e0 offrir une exp\u00e9rience personnalis\u00e9e \u00e0 chacun de vos clients !<\/p>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/fr\/fr\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pour offrir aux clients le service personnalis\u00e9 et performant qu\u2019ils attendent, il faut les connaitre parfaitement. Et pour d\u00e9velopper cette indispensable \u00ab vision \u00e0 360\u00b0 \u00bb du client, partag\u00e9e par tous les collaborateurs de l\u2019entreprise, la solution est simple : le logiciel de CRM !<\/p>\n","protected":false},"author":1,"featured_media":328,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"b19bff660f724f6b838fc4fb7d3a0132","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[12,4],"sf_content_type":[],"blog":[358,363],"coauthors":[27],"class_list":["post-326","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","sf_topic-sales","blog-sales","blog-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Une vision \u00e0 360\u00b0 du client \u2022 Salesforce<\/title>\n<meta name=\"description\" content=\"Pour offrir aux clients le service personnalis\u00e9 et performant qu\u2019ils attendent, il faut les connaitre parfaitement. 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