La relation clientèle face à la Digitalisation Etude de cas : Contact center-Air Algérie

Abstract

The company today is between an arduous competition, is demanding customers; the company has only one objective which is the satisfaction and the development of customer loyalty as well as the increase of its market shares. Companies are always on the lookout for the slightest piece of information that will enable them to better understand their customers' needs and to better respond to them. Some have succeeded in dominating their competitors by applying the principles of relationship marketing using customer relations techniques. As we all know, we live in an ever-growing digital world. As we all know, we live in a digital world that is growing all the time, and our society is accelerating on technological advances. Previously, in the obligation to follow the digital evolution that the society proposes and to propose itself innovations to follow the acceleration of the society to keep its customers and continue to satisfy them