{"id":16659,"date":"2024-08-16T13:57:06","date_gmt":"2024-08-16T13:57:06","guid":{"rendered":"https:\/\/www.likereply.com\/?p=16659"},"modified":"2024-08-23T09:49:11","modified_gmt":"2024-08-23T09:49:11","slug":"comment-devenir-une-organisation-customer-centric","status":"publish","type":"post","link":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/","title":{"rendered":"Comment devenir une organisation Customer Centric ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"16659\" class=\"elementor elementor-16659 elementor-16251\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-198f0bbc e-flex e-con-boxed e-con e-parent\" data-id=\"198f0bbc\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-357c6b7f elementor-widget elementor-widget-text-editor\" data-id=\"357c6b7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La communication client de demain placera celui-ci au centre d\u2019un monde d\u2019exp\u00e9riences personnalis\u00e9es. Les donn\u00e9es sont g\u00e9n\u00e9r\u00e9es et interpr\u00e9t\u00e9es tout au long du cycle de vie du client et utilis\u00e9es pour une approche cibl\u00e9e et personnalis\u00e9e via des canaux sp\u00e9cifiques \u00e0 chacun. Ils permettent donc de reconna\u00eetre et de d\u00e9velopper de nouveaux clients et de les fid\u00e9liser gr\u00e2ce \u00e0 un d\u00e9veloppement cibl\u00e9. Les architectures de solutions bas\u00e9es sur l&#8217;IA fournissent une base technique cruciale pour analyser les donn\u00e9es et cibler des mesures de communication appropri\u00e9es.   <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-288ee05 elementor-widget elementor-widget-text-editor\" data-id=\"288ee05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>De nombreuses entreprises ignorent que l&#8217;aspect technique n&#8217;est qu&#8217;un outil et que l&#8217;ancrage organisationnel des strat\u00e9gies Customer Centric est la base d&#8217;une architecture de solution bas\u00e9e sur l&#8217;avenir et doit \u00eatre \u00e9tabli \u00e0 l&#8217;avance. La gestion de l&#8217;exp\u00e9rience client, ou Customer Experience Management (CXM), est l&#8217;approche parfaite pour les changements organisationnels n\u00e9cessaires. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7dfd6f elementor-widget elementor-widget-text-editor\" data-id=\"a7dfd6f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La CXM ne d\u00e9crit pas seulement le mode de communication, mais repr\u00e9sente \u00e9galement une m\u00e9thode trans-organisationnelle de perception du client.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b3e4c14 elementor-widget elementor-widget-spacer\" data-id=\"b3e4c14\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe70193 elementor-widget elementor-widget-text-editor\" data-id=\"fe70193\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><b>Mais c&#8217;est bien plus que cela. Je voudrais donc commencer par quelques d\u00e9finitions de la gestion de l\u2019exp\u00e9rience client :<\/b><\/h5>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c911989 elementor-widget elementor-widget-text-editor\" data-id=\"c911989\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5>\u00ab la pratique consistant \u00e0 concevoir et \u00e0 r\u00e9pondre aux interactions des clients afin de satisfaire ou de d\u00e9passer leurs attentes, ce qui se traduit par une plus grande satisfaction, une plus grande fid\u00e9lit\u00e9 et un plus grand engagement de la part des clients \u00bb.<\/h5>\n<p>&#8211; Comment Gartner d\u00e9finit la gestion de l&#8217;exp\u00e9rience client<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c74826 elementor-widget elementor-widget-text-editor\" data-id=\"7c74826\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Selon Microsoft, la gestion de l&#8217;exp\u00e9rience client est un syst\u00e8me de strat\u00e9gies et de technologies marketing qui se concentre sur la fid\u00e9lit\u00e9, la satisfaction et l&#8217;exp\u00e9rience des clients.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f8129ea elementor-widget elementor-widget-text-editor\" data-id=\"f8129ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>De nombreuses organisations disposent d&#8217;un syst\u00e8me de gestion de la relation client (CRM). Cependant, la CXM va plus loin et se fonde sur une compr\u00e9hension approfondie et compl\u00e8te des clients et sur l&#8217;alignement de l&#8217;organisation sur leurs besoins. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0263423 elementor-widget elementor-widget-image\" data-id=\"0263423\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1\" height=\"1\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM.svg\" class=\"attachment-medium size-medium wp-image-16319 lazyload\" alt=\"\" \/><noscript><img decoding=\"async\" width=\"1\" height=\"1\" src=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM.svg\" class=\"attachment-medium size-medium wp-image-16319 lazyload\" alt=\"\" \/><\/noscript>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d3e81b8 elementor-widget elementor-widget-spacer\" data-id=\"d3e81b8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-50284d5 elementor-widget elementor-widget-text-editor\" data-id=\"50284d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><strong>Voici une comparaison CRM et l&#8217;exp\u00e9rience client :<\/strong><\/h5>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9e1afd1 e-flex e-con-boxed e-con e-parent\" data-id=\"9e1afd1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a8093af elementor-widget elementor-widget-shortcode\" data-id=\"a8093af\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n<table id=\"tablepress-1\" class=\"tablepress tablepress-id-1\">\n<thead>\n<tr class=\"row-1\">\n\t<th class=\"column-1\"><strong>Customer Relationship Management<\/strong><\/th><th class=\"column-2\"><strong>Customer Experience<\/strong><\/th>\n<\/tr>\n<\/thead>\n<tbody class=\"row-striping row-hover\">\n<tr class=\"row-2\">\n\t<td class=\"column-1\"><strong><em>CRM encompasses<\/em><\/strong> the practices, strategies and technologies that companies use to <strong>manage<\/strong> and <strong>analyze customer interactions<\/strong> and data throughout the customer lifecycle.<\/td><td class=\"column-2\"><strong><em>CX is the perception<\/em><\/strong> of a customer <strong>after engaging<\/strong> with a company, brand, product or service.<\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\"><strong><em>Improves customer service relationships<\/em><\/strong>, <strong>assists<\/strong> in customer retention and drives sales growth.<\/td><td class=\"column-2\"><strong><em>CX management is the collection<\/em><\/strong> of processes to <strong>track, oversee and organize every interaction<\/strong> between a customer and the company throughout the customer lifecycle.<\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\"><em><strong>Complies customer data<\/strong><\/em> across different channels, including company websites, telephone, live chat, direct mail, marketing materials and social media.<\/td><td class=\"column-2\"><strong><em>CX rapidly expands the vision<\/em><\/strong> of the <strong>optimized customer journey<\/strong> beyond conversion and sales and into all enterprise silos and channels<\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\"><em><strong>Gives customer-facing staff<\/strong><\/em> detailed information on customer\u2019s personal information, purchase history, buying preferences and concerns.<\/td><td class=\"column-2\"><strong><em>Requires a 360-degree view<\/em><\/strong> of customers, with integrated, <strong>up-to-date<\/strong> data on customer accounts and <strong>data analytic tools<\/strong> to sell to customers in a more <strong>personalized<\/strong> fashion.<\/td>\n<\/tr>\n<tr class=\"row-6\">\n\t<td class=\"column-1\"><em><strong>Consolidates customer information<\/strong><\/em> and documents into a <strong>single CRM database<\/strong> so business users can more easily access and manage it.<\/td><td class=\"column-2\"><strong><em>Four critical steps<\/em><\/strong> in a successful CX strategy include <strong>understanding customer needs<\/strong>, creating a customer vision, developing an emotional connection and capture customer feedback.<\/td>\n<\/tr>\n<tr class=\"row-7\">\n\t<td class=\"column-1\"><em><strong>Additional functions<\/strong><\/em> include AI; analytics; geolocation; marketing, sales force, contact center and workflow management; and lead and HR management<\/td><td class=\"column-2\"><em><strong>Leading CRM\/CX software vendors<\/strong><\/em> now lean heavily toward crafting a personalized customer experience.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<!-- #tablepress-1 from cache --><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c3c26a5 elementor-widget elementor-widget-spacer\" data-id=\"c3c26a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cc88fa6 elementor-widget elementor-widget-text-editor\" data-id=\"cc88fa6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><strong>Au lieu de mesures individuelles et s\u00e9lectives, la gestion de l\u2019exp\u00e9rience client approfondit la compr\u00e9hension et l&#8217;interaction avec les clients. Vous devriez proc\u00e9der ainsi : <\/strong><\/h5>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a1f0a6b elementor-widget elementor-widget-image\" data-id=\"a1f0a6b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1280\" height=\"785\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-16332 lazyload\" alt=\"\" data-srcset=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process.png 1280w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process-300x184.png 300w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process-1024x628.png 1024w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process-768x471.png 768w\" sizes=\"(max-width: 1280px) 100vw, 1280px\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"785\" src=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-16332 lazyload\" alt=\"\" srcset=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process.png 1280w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process-300x184.png 300w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process-1024x628.png 1024w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process-768x471.png 768w\" sizes=\"(max-width: 1280px) 100vw, 1280px\" \/><\/noscript>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-01e1845 elementor-widget elementor-widget-text-editor\" data-id=\"01e1845\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La gestion de l\u2019exp\u00e9rience client s&#8217;articule autour de la philosophie selon laquelle chaque service et chaque offre doivent \u00eatre con\u00e7us en pla\u00e7ant le client au centre. En int\u00e9grant la Voix du Client (VoC) dans tous les processus de l&#8217;entreprise, les soci\u00e9t\u00e9s peuvent aligner leurs op\u00e9rations pour mieux r\u00e9pondre aux attentes des clients. Le client est au centre de toutes les strat\u00e9gies et de tous les processus.  <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8f4202c elementor-widget elementor-widget-text-editor\" data-id=\"8f4202c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La base de d\u00e9cision est la d\u00e9finition d&#8217;une vision, c&#8217;est-\u00e0-dire d&#8217;un principe directeur pour traiter avec le client et d\u00e9terminer la valeur ajout\u00e9e que l&#8217;organisation apporte au client. Une strat\u00e9gie peut alors en d\u00e9couler et une feuille de route pour l\u2019impl\u00e9mentation des mesures organisationnelles correspondantes peut \u00eatre \u00e9labor\u00e9e. Il est important de rendre les mesures individuelles mesurables et transparentes, c&#8217;est le seul moyen de garantir la r\u00e9ussite du passage \u00e0 une organisation centr\u00e9e sur le client.  <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-96ea697 elementor-widget elementor-widget-image\" data-id=\"96ea697\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"937\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-2048x937.png\" class=\"attachment-2048x2048 size-2048x2048 wp-image-16434 lazyload\" alt=\"\" data-srcset=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-2048x937.png 2048w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-300x137.png 300w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-1024x469.png 1024w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-768x351.png 768w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-1536x703.png 1536w\" sizes=\"(max-width: 2048px) 100vw, 2048px\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"937\" src=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-2048x937.png\" class=\"attachment-2048x2048 size-2048x2048 wp-image-16434 lazyload\" alt=\"\" srcset=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-2048x937.png 2048w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-300x137.png 300w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-1024x469.png 1024w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-768x351.png 768w, https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/08\/CXM-Process_EN-1-1536x703.png 1536w\" sizes=\"(max-width: 2048px) 100vw, 2048px\" \/><\/noscript>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a43f890 elementor-widget elementor-widget-text-editor\" data-id=\"a43f890\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Il est important de prendre des mesures transversales et de mettre en place une collaboration entre les diff\u00e9rents d\u00e9partements souple et flexible. L&#8217;introduction de processus globaux pour tous les d\u00e9partements en contact avec les clients, qui acc\u00e8dent ensuite \u00e0 un pool de donn\u00e9es commun, est l&#8217;un des facteurs de r\u00e9ussite les plus importants. Toutes les informations sur les clients et les contacts sont centralis\u00e9es et sont mises \u00e0 la disposition de toutes les parties prenantes internes concern\u00e9es. L&#8217;objectif est d&#8217;acqu\u00e9rir de nouveaux clients, de les convaincre des produits ou services propos\u00e9es par l&#8217;entreprise et d&#8217;en faire des clients fid\u00e8les et satisfaits en augmentant la valeur client.   <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-685f18a elementor-widget elementor-widget-text-editor\" data-id=\"685f18a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Jeter les bases d&#8217;une organisation CXM agile : <strong><span style=\"text-decoration: underline;\">Marketing, Ventes et Service<\/span><\/strong> Client travaillent ici en \u00e9troite collaboration et d\u00e9finissent ensemble des normes pour une collaboration agile.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-41e04e2 elementor-widget elementor-widget-spacer\" data-id=\"41e04e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5df0cb6 elementor-widget elementor-widget-text-editor\" data-id=\"5df0cb6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><b>Mais comment mettre en place ce changement dans mon organisation ?<\/b><\/h5>\n<p><span style=\"text-align: var(--text-align);\">Chaque changement est individuel et d\u00e9pend de nombreux facteurs organisationnels qui doivent \u00eatre \u00e9valu\u00e9s en d\u00e9tail. Nous recommandons l&#8217;approche suivante : <\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c27ca8 elementor-widget elementor-widget-text-editor\" data-id=\"8c27ca8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol>\n \t<li><b>Cr\u00e9er une vision CXM : <\/b>D\u00e9velopper une vision CXM adapt\u00e9e \u00e0 votre organisation, en l&#8217;alignant sur les objectifs strat\u00e9giques et les attentes des clients.<\/li>\n \t<li><b>\u00c9tablir une Compr\u00e9hension \u00e0 l\u2019\u00e9chelle de l\u2019entreprise : <\/b>Communiquer la vision CXM \u00e0 tous les niveaux de l&#8217;organisation et organiser des formations pour renforcer les capacit\u00e9s CXM.<\/li>\n \t<li><b>Cr\u00e9er des Parcours Client : <\/b>Identifier les parcours client actuels, en mettant en \u00e9vidence les points de douleur et les opportunit\u00e9s de cr\u00e9er des exp\u00e9riences fluides.<\/li>\n \t<li><b>Mettre en \u0153uvre des programmes \u00ab Voix du client \u00bb :<\/b> Mettre en place des m\u00e9canismes pour recueillir r\u00e9guli\u00e8rement les feedbacks des clients et utiliser les informations recueillies pour am\u00e9liorer continuellement les services.<\/li>\n \t<li><b>Int\u00e9grer la Technologie :<\/b> Utiliser un CRM et d&#8217;autres technologies centr\u00e9es sur le client pour collecter des donn\u00e9es et personnaliser les interactions, en veillant \u00e0 l&#8217;int\u00e9gration des diff\u00e9rents syst\u00e8mes.<\/li>\n \t<li><b>Encourager une culture centr\u00e9e sur le client :<\/b> Encourager les employ\u00e9s \u00e0 s&#8217;approprier l&#8217;exp\u00e9rience client et r\u00e9compenser les comportements qui am\u00e9liorent la satisfaction du client.<\/li>\n \t<li><b>Contr\u00f4ler et Ajuster :<\/b> \u00c9valuer r\u00e9guli\u00e8rement l&#8217;efficacit\u00e9 des initiatives CXM, en restant flexible et pr\u00eat \u00e0 s&#8217;adapter en fonction des feedbacks et de l&#8217;\u00e9volution des besoins.<\/li>\n<\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f835ae elementor-widget elementor-widget-text-editor\" data-id=\"4f835ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Rendre le changement transparent et d\u00e9montrer la valeur ajout\u00e9e d&#8217;un tel changement de paradigme pour les parties concern\u00e9es est essentiel.<\/p>\n<p>Investir dans la gestion de l&#8217;exp\u00e9rience client peut permettre \u00e0 votre organisation de savoir comment les clients per\u00e7oivent votre marque, ce qui manque et comment l&#8217;am\u00e9liorer.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99372ae elementor-widget elementor-widget-spacer\" data-id=\"99372ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e46ef6 elementor-widget elementor-widget-text-editor\" data-id=\"4e46ef6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><strong><span style=\"color: inherit; font-size: inherit;\">Les avantages sont les suivants :<\/span><\/strong><\/h5>\n<ul>\n<li><span style=\"color: inherit; font-size: inherit;\">Une culture d&#8217;entreprise centr\u00e9e sur le client avec une mission et des valeurs correspondantes<\/span><\/li>\n<li>Un d\u00e9veloppement de produits et une prestation de services mieux inform\u00e9s, bas\u00e9s sur les attentes, les pens\u00e9es, les actions et les comportements r\u00e9els des clients<\/li>\n<li>Diminution des taux de d\u00e9sabonnement et multiplication des occasions de vendre aux clients existants<\/li>\n<li>Meilleures critiques et t\u00e9moignages gr\u00e2ce \u00e0 des interactions continues et positives avec les clients<\/li>\n<li>Un bon ROI (retour sur investissement) ou ROX (retour d\u2019exp\u00e9rience)<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af28fea elementor-widget elementor-widget-spacer\" data-id=\"af28fea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7625c11 elementor-widget elementor-widget-text-editor\" data-id=\"7625c11\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><strong>\u00cates-vous pr\u00eat pour l&#8217;avenir ? Si vous souhaitez vous aussi devenir une entreprise centr\u00e9e sur le client, n&#8217;h\u00e9sitez pas \u00e0 nous contacter pour de plus amples informations. <\/strong><\/h5>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36b7adb elementor-widget elementor-widget-spacer\" data-id=\"36b7adb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f1ad5fb e-flex e-con-boxed e-con e-parent\" data-id=\"f1ad5fb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-4589a20 e-con-full e-flex e-con e-child\" data-id=\"4589a20\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-6d01be1 e-con-full elementor-hidden-tablet elementor-hidden-mobile e-flex e-con e-child\" data-id=\"6d01be1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a54cd71 e-con-full e-flex e-con e-child\" data-id=\"a54cd71\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1472a1b elementor-widget elementor-widget-image\" data-id=\"1472a1b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"46\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/02\/logo-white.png\" class=\"attachment-full size-full wp-image-11314 lazyload\" alt=\"\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"46\" src=\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/02\/logo-white.png\" class=\"attachment-full size-full wp-image-11314 lazyload\" alt=\"\" \/><\/noscript>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ffb879 elementor-widget elementor-widget-heading\" data-id=\"7ffb879\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Automatisation du marketing avec Like Reply <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b28359b elementor-widget elementor-widget-text-editor\" data-id=\"b28359b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"white-space-collapse: preserve;\">Like Reply est un expert sp\u00e9cialis\u00e9 dans la communication num\u00e9rique avec des bureaux \u00e0 Munich, Milan et Paris. Nous soutenons les entreprises dans l&#8217;introduction et le d\u00e9veloppement de la communication automatis\u00e9e ainsi que dans la gestion syst\u00e9matique et efficace des prospects et des relations avec les clients. Contactez-nous sans engagement et d\u00e9couvrez comment nous pouvons, ensemble, faire passer l&#8217;utilisation du marketing automation \u00e0 un niveau sup\u00e9rieur.  <\/span> <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11f15fb elementor-widget elementor-widget-imroz-button\" data-id=\"11f15fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"imroz-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t                    <div class=\"text-center\">\n                <a href=\"https:\/\/www.likereply.com\/contact\/\" target=\"_self\" rel=\"nofollow\" class=\" rbt-button  rn-button-style--2 btn_border btn-large rbt-btn-white\"><span class=\"button-text\">Contact us<\/span><\/a>            <\/div>\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-eca27c9 e-con-full elementor-hidden-tablet elementor-hidden-mobile e-flex e-con e-child\" data-id=\"eca27c9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-13dad85 e-flex e-con-boxed e-con e-parent\" data-id=\"13dad85\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>La communication client de demain placera celui-ci au centre d\u2019un monde d\u2019exp\u00e9riences personnalis\u00e9es. Les donn\u00e9es sont g\u00e9n\u00e9r\u00e9es et interpr\u00e9t\u00e9es tout au long du cycle de vie du client et utilis\u00e9es pour une approche cibl\u00e9e et personnalis\u00e9e via des canaux sp\u00e9cifiques \u00e0 chacun. Ils permettent donc de reconna\u00eetre et de d\u00e9velopper de nouveaux clients et de [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":12121,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[165,164],"tags":[166],"class_list":["post-16659","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-centric-fr","category-strategy-fr","tag-customer-centric-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment devenir une organisation Customer Centric ? - Like Reply<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment devenir une organisation Customer Centric ? - Like Reply\" \/>\n<meta property=\"og:description\" content=\"La communication client de demain placera celui-ci au centre d\u2019un monde d\u2019exp\u00e9riences personnalis\u00e9es. Les donn\u00e9es sont g\u00e9n\u00e9r\u00e9es et interpr\u00e9t\u00e9es tout au long du cycle de vie du client et utilis\u00e9es pour une approche cibl\u00e9e et personnalis\u00e9e via des canaux sp\u00e9cifiques \u00e0 chacun. Ils permettent donc de reconna\u00eetre et de d\u00e9velopper de nouveaux clients et de [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/\" \/>\n<meta property=\"og:site_name\" content=\"Like Reply\" \/>\n<meta property=\"article:published_time\" content=\"2024-08-16T13:57:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-23T09:49:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.likereply.fr\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1280\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Pia Jorda\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Pia Jorda\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/\"},\"author\":{\"name\":\"Pia Jorda\",\"@id\":\"https:\/\/www.likereply.com\/fr\/#\/schema\/person\/f14431f1b64465c6b5e67b3812a456e2\"},\"headline\":\"Comment devenir une organisation Customer Centric ?\",\"datePublished\":\"2024-08-16T13:57:06+00:00\",\"dateModified\":\"2024-08-23T09:49:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/\"},\"wordCount\":1224,\"publisher\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg\",\"keywords\":[\"customer centric\"],\"articleSection\":[\"Customer centric\",\"Strategy\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/\",\"url\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/\",\"name\":\"Comment devenir une organisation Customer Centric ? - Like Reply\",\"isPartOf\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg\",\"datePublished\":\"2024-08-16T13:57:06+00:00\",\"dateModified\":\"2024-08-23T09:49:11+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#primaryimage\",\"url\":\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg\",\"contentUrl\":\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg\",\"width\":1920,\"height\":1280},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.likereply.com\/fr\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Comment devenir une organisation Customer Centric ?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.likereply.com\/fr\/#website\",\"url\":\"https:\/\/www.likereply.com\/fr\/\",\"name\":\"Like Reply\",\"description\":\"We are your expert B2B Digital Experience Agency\",\"publisher\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.likereply.com\/fr\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.likereply.com\/fr\/#organization\",\"name\":\"Like Reply\",\"url\":\"https:\/\/www.likereply.com\/fr\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/www.likereply.com\/fr\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/02\/Logo-2.png\",\"contentUrl\":\"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/02\/Logo-2.png\",\"width\":287,\"height\":87,\"caption\":\"Like Reply\"},\"image\":{\"@id\":\"https:\/\/www.likereply.com\/fr\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.linkedin.com\/company\/like-reply\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.likereply.com\/fr\/#\/schema\/person\/f14431f1b64465c6b5e67b3812a456e2\",\"name\":\"Pia Jorda\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/www.likereply.com\/fr\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/e339001a14255d564f8320da35de4578ebeef842a0f5e3f1635863247f5ce46a?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/e339001a14255d564f8320da35de4578ebeef842a0f5e3f1635863247f5ce46a?s=96&d=mm&r=g\",\"caption\":\"Pia Jorda\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Comment devenir une organisation Customer Centric ? - Like Reply","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/","og_locale":"fr_FR","og_type":"article","og_title":"Comment devenir une organisation Customer Centric ? - Like Reply","og_description":"La communication client de demain placera celui-ci au centre d\u2019un monde d\u2019exp\u00e9riences personnalis\u00e9es. Les donn\u00e9es sont g\u00e9n\u00e9r\u00e9es et interpr\u00e9t\u00e9es tout au long du cycle de vie du client et utilis\u00e9es pour une approche cibl\u00e9e et personnalis\u00e9e via des canaux sp\u00e9cifiques \u00e0 chacun. Ils permettent donc de reconna\u00eetre et de d\u00e9velopper de nouveaux clients et de [&hellip;]","og_url":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/","og_site_name":"Like Reply","article_published_time":"2024-08-16T13:57:06+00:00","article_modified_time":"2024-08-23T09:49:11+00:00","og_image":[{"width":1920,"height":1280,"url":"https:\/\/www.likereply.fr\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg","type":"image\/jpeg"}],"author":"Pia Jorda","twitter_card":"summary_large_image","twitter_misc":{"\u00c9crit par":"Pia Jorda","Dur\u00e9e de lecture estim\u00e9e":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#article","isPartOf":{"@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/"},"author":{"name":"Pia Jorda","@id":"https:\/\/www.likereply.com\/fr\/#\/schema\/person\/f14431f1b64465c6b5e67b3812a456e2"},"headline":"Comment devenir une organisation Customer Centric ?","datePublished":"2024-08-16T13:57:06+00:00","dateModified":"2024-08-23T09:49:11+00:00","mainEntityOfPage":{"@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/"},"wordCount":1224,"publisher":{"@id":"https:\/\/www.likereply.com\/fr\/#organization"},"image":{"@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#primaryimage"},"thumbnailUrl":"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg","keywords":["customer centric"],"articleSection":["Customer centric","Strategy"],"inLanguage":"fr-FR"},{"@type":"WebPage","@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/","url":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/","name":"Comment devenir une organisation Customer Centric ? - Like Reply","isPartOf":{"@id":"https:\/\/www.likereply.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#primaryimage"},"image":{"@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#primaryimage"},"thumbnailUrl":"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg","datePublished":"2024-08-16T13:57:06+00:00","dateModified":"2024-08-23T09:49:11+00:00","breadcrumb":{"@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#primaryimage","url":"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg","contentUrl":"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/05\/Header-Visual_IMG_63-scaled.jpg","width":1920,"height":1280},{"@type":"BreadcrumbList","@id":"https:\/\/www.likereply.com\/fr\/strategy-fr\/comment-devenir-une-organisation-customer-centric\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.likereply.com\/fr\/"},{"@type":"ListItem","position":2,"name":"Comment devenir une organisation Customer Centric ?"}]},{"@type":"WebSite","@id":"https:\/\/www.likereply.com\/fr\/#website","url":"https:\/\/www.likereply.com\/fr\/","name":"Like Reply","description":"We are your expert B2B Digital Experience Agency","publisher":{"@id":"https:\/\/www.likereply.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.likereply.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/www.likereply.com\/fr\/#organization","name":"Like Reply","url":"https:\/\/www.likereply.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.likereply.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/02\/Logo-2.png","contentUrl":"https:\/\/www.likereply.com\/wp-content\/uploads\/2024\/02\/Logo-2.png","width":287,"height":87,"caption":"Like Reply"},"image":{"@id":"https:\/\/www.likereply.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.linkedin.com\/company\/like-reply\/"]},{"@type":"Person","@id":"https:\/\/www.likereply.com\/fr\/#\/schema\/person\/f14431f1b64465c6b5e67b3812a456e2","name":"Pia Jorda","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.likereply.com\/fr\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/e339001a14255d564f8320da35de4578ebeef842a0f5e3f1635863247f5ce46a?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/e339001a14255d564f8320da35de4578ebeef842a0f5e3f1635863247f5ce46a?s=96&d=mm&r=g","caption":"Pia Jorda"}}]}},"_links":{"self":[{"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/posts\/16659","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/comments?post=16659"}],"version-history":[{"count":3,"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/posts\/16659\/revisions"}],"predecessor-version":[{"id":16960,"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/posts\/16659\/revisions\/16960"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/media\/12121"}],"wp:attachment":[{"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/media?parent=16659"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/categories?post=16659"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.likereply.com\/fr\/wp-json\/wp\/v2\/tags?post=16659"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}