Master

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Subject: search.filters.subject.Customer Relationship Management

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    L’impact du CRM sur l’amélioration de la fidélisation des clients dans le secteur bancaire Cas de: « Banque de Développement Locale »
    (Ecole Superieure De Managment Tlemcen, 2022) DEBBOU Djida KORDJANI Ikram
    Today, the relational phenomenon is one of the variables of the company. Different sectors, especially the service sector, must consider the customer as a major source of revenue and an important factor contributing to the long-term growth of the business. In this opinion, the company uses a modern technological tool, namely Known as CRM (Customer Relationship Management); a tool to build lasting relationships with customers, listen to them, Collaborate effectively to satisfy and retain them with the aim of accelerating growth and improving the company's competitiveness. The CRM gives the ability to easily identify loyal customers, who are also the most commendable. Indeed, in addition to buying more often, they tend to increase their average basket. It is therefore in a company's interest to keep them. Rewarding the most commendable customers is particularly effective in retaining them. In this book, we will choose to analyze CRM in the local development bank "BDL" and then provide some answers on the impact of this tool on customer loyalty. The results obtained show that the CRM tool enables BDL to increase its efficiency, thus improve its market share and retain its customers over the long term.
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    The Implementation Of Customer Relationship Management Approaches In Service Companies : Case Study Of Algeria Telecom
    (2021) Kerfah Islam
    This study aims to identify the reality of managing the relationship with customers in the service institution, where the current reality imposes on institutions to go towards the customer to establish a long-term interactive relationship, as it is the backbone of it and the most important pillars of its success. In contrast, this relationship is a comprehensive and practical integrated strategy between the institution and the beneficiaries. In general and customers in particular, it is based on dialogue, consultation, and mutual trust to retain customers by creating value for them and gaining their satisfaction and loyalty using a set of customer relationship management tools. In order to value the theoretical study, we dropped it on the field of communications, where was our field study in the Algeria Telecom Public Corporation, using the questionnaire, where we saw the application of this method in the institution under study.