Mots-clés
Management > GESTION DU MARKETING > GESTION DE LA RELATION CLIENT
GESTION DE LA RELATION CLIENTSynonyme(s)GRCVoir aussi |
Documents disponibles dans cette catégorie (815)
Ajouter le résultat dans votre panier Faire une suggestion Affiner la recherche
Etendre la recherche sur niveau(x) vers le haut et vers le bas
Techniques bancaires / Philippe MONNIER / PARIS : DUNOD (2015)
Titre : Techniques bancaires : l'environnement bancaire, produits d'épargne, marchés financiers, fiscalité, crédits Type de document : Livre Auteurs : Philippe MONNIER, Auteur ; Sandrine MAHIER-LEFRANCOIS, Auteur Mention d'édition : 6e éd. 2015/2016 Editeur : PARIS : DUNOD Année de publication : 2015 Collection : Techniques bancaires Importance : XIV-337 p. ISBN/ISSN/EAN : 978-2-10-072606-6 Prix : 19.90 EUR Note générale : Index Langues : Français (fre) Mots-clés : Management
ASSURANCE VIE ; CREDIT BANCAIRE ; EPARGNE ; ETUDE DE CAS ; FISCALITE ; GESTION DE LA RELATION CLIENT ; GESTION DE PORTEFEUILLE ; MARCHE FINANCIER ; MOYEN DE PAIEMENT ; OPERATION DE BANQUE ; TECHNIQUERésumé : Les ouvrages de la collection Techniques Tertiaires vous apportent l'essentiel des savoirs, des méthodes et des outils, aussi bien pour la réussite de vos examens que de votre stage ou premier emploi. Cet ouvrage aborde les thèmes professionnels liés aux techniques bancaires. Il intéresse les étudiants du BTS Banque, conseiller financier ou chargé de clientèle mais également les étudiants en licence pro et Bachelor. Il est très utile pour toutes les formations professionnelles liées aux métiers de la banque. Il propose, en 53 fiches synthétiques, l'ensemble des connaissances que tout étudiant et professionnel débutant doit maîtriser pour réussir ses examens ou son premier emploi. Les applications corrigées présentent de nombreux cas concrets et vous aident à passer de la théorie à la pratique. Cet ouvrage vous propose également de nombreux conseils méthodologiques afin d'anticiper et de vous préparer aux évolutions futures de la profession. Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=157255 Exemplaires (1)
Code-barres Cote Support Localisation Section Disponibilité 049465 332.1/MON Livre Library Campus de Reims Salle de lecture Disponible The experience / Bruce LOEFFLER / John Wiley & Sons (2015)
Titre : The experience : the 5 principles of Disney service and relationship excellence Type de document : Livre Auteurs : Bruce LOEFFLER, Auteur ; Brian T. CHURCH, Auteur Editeur : John Wiley & Sons Année de publication : 2015 Importance : IX; 294 p. ISBN/ISSN/EAN : 978-1-119-02865-9 Prix : 22 EUR Note générale : Index. Langues : Anglais (eng) Mots-clés : Management
GESTION DE LA RELATION CLIENT ; SERVICE CLIENT ; CONSOMMATEURRésumé : The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience the Walt Disney Company. Co–Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles Impression, Connection, Attitude, Response, and Exceptionals give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen.
The Walt Disney Company is the most recognized name in the world for customer service. The "Disney Experience" draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others.
Find "the experience" and what it means to the Organization
Learn the five levels of experience, and why most companies fail at it
Identify service problems that face every company in the marketplace
Utilize the Experience Quotient and apply the I. C.A.R.E. principles
Learn how to convert customers to ambassadors who share their story with others
Customers are the lifeblood of business. A great product offering isn′t enough in today′s marketplace, where everyone′s looking for an "experience. Imagine the kind of value a Disney–level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider′s perspective.Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=157530 Exemplaires (1)
Code-barres Cote Support Localisation Section Disponibilité 048964 658.812/LOE Livre Library Campus de Reims Salle de lecture Sorti jusqu'au 12/03/2021 The marketing blueprint / Jules MARCOUX / 2015
Titre : The marketing blueprint Type de document : Livre Auteurs : Jules MARCOUX, Auteur Année de publication : 2015 Importance : 190 p. ISBN/ISSN/EAN : 978-1-5146-2576-7 Prix : 29 EUR Langues : Anglais (eng) Mots-clés : Management
GESTION DU MARKETINGRésumé : Are you an entrepreneur, marketing director or CEO looking to take your brand to the next level, without spending millions of dollars? Are you a marketer, working for yourself, or a brand, and want to improve your skills to get better results? Are you a marketing student that wants a competitive edge over his or her peers? Or, are you someone who simply wants to improve their personal brand, in order to obtain better job opportunities? Forget the old marketing textbooks that spew endless theories at you, without tangible examples to use them in. Whether your goal is to grow one of your side projects into a marketable business, to improve the revenues of your current brand, or to better the brand of the company you work for, The Marketing Blueprint is what you need. This step-by-step guide compiles all essential marketing strategies, such as: • How to market, from forming marketing strategies, to business development, to improving your selling skills • How to become a more efficient marketer, by understanding and using leverage effectively • How to market yourself and your brand's people, to ensure better business opportunities • How to create brands and products that make people talk and stay relevant for years To top it all off, this book has more than 30 lessons of practical content that you can use right away in your business. Longer hours and bigger textbooks aren't the answer to your success. By being the smartest marketer around, you can ensure you will grow your business' revenues. That’s exactly what The Marketing Blueprint is all about. Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=158344 Exemplaires (1)
Code-barres Cote Support Localisation Section Disponibilité 050698 658.8/MAR Livre Library Campus de Reims Salle de lecture Disponible The rise of the platform marketer / Craig DEMPSTER / John Wiley & Sons (2015)
Titre : The rise of the platform marketer : performance marketing with Google, Facebook, and Twitter, plus the latest high-growth digital advertising platforms Type de document : Livre Auteurs : Craig DEMPSTER, Auteur ; John LEE, Auteur Editeur : John Wiley & Sons Année de publication : 2015 Importance : xii, 228 p. ISBN/ISSN/EAN : 978-1-119-05972-1 Prix : 27 EUR Note générale : Index. Langues : Anglais (eng) Mots-clés : Management
GESTION DU MARKETING ; PUBLICITE ; INTERNETRésumé : Develop the skills and capabilities quickly becoming essential in the new marketing paradigm The Rise of the Platform Marketer helps you leverage the "always-on" consumer to deliver more personalized engagements across media, channels, and devices. By managing these interactions at scale throughout the customer lifecycle, you can optimize the value of your customers and segments through strategic use of Connected CRM (cCRM). This book shows you how to take advantage of the massive growth and proliferation of social and other digital media, with clear strategy for developing the new capabilities, tools, metrics, and processes essential in the age of platform marketing. Coverage includes identity management, audience management, consumer privacy and compliance, media and channel optimization, measurement and attribution, experience design, and integrated technology, plus a discussion on how the company as a whole must evolve to keep pace with marketing's increasingly rapid evolution and capabilities. The expansion of digital platforms has created addressability opportunity through search, video, display, and social media, offering today's foremost opportunity for competitive advantage. This book outlines the capabilities and perspective required to reap the rewards, helping you shift your strategy to align with the demands and expectations of the modern consumer. * Develop the tools, metrics, and processes necessary to engage the modern consumer * Gain a deep understanding of Connected Customer Relationship Management * Leverage trends in technology and analytics to create targeted messages * Adjust your company's structure and operations to align with new capabilities The new era of marketing requires thorough understanding of cCRM, along with the knowledge and innovative forethought to thrive in the ever-expanding digital audience platform environment. The Rise of the Platform Marketer gives you an edge, and helps you clear a path to full implementation. Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=158046 Exemplaires (1)
Code-barres Cote Support Localisation Section Disponibilité 050551 658.872/DEM Livre Library Campus de Reims Salle de lecture Disponible The wallet allocation rule / John Wiley & Sons (2015)
Titre : The wallet allocation rule : winning the battle for share Type de document : Livre Editeur : John Wiley & Sons Année de publication : 2015 Importance : XX; 218 p. ISBN/ISSN/EAN : 978-1-119-03731-6 Prix : 19 EUR Note générale : Index. Langues : Anglais (eng) Mots-clés : Management
GESTION DE LA RELATION CLIENT ; CONSOMMATEUR ; COMPORTEMENT DU CONSOMMATEUR ; FIDELISATION ; GESTION DU MARKETINGRésumé : "Customer Loyalty Isn't Enough--Grow Your Share of WalletThe Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach--the Wallet Allocation Rule--that is proven to link to the most important measure of customer loyalty: share of wallet.Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the returns on investments designed to improve the customer experience are frequently near zero, even negative.With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp--the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share. Apply the Wallet Allocation Rule to discover what really drives customer spending. Uncover new metrics that really matter to achieve growth. By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth"-- Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=156868 Exemplaires (1)
Code-barres Cote Support Localisation Section Disponibilité 048309 658.8/THE Livre Library Campus de Reims Salle de lecture Disponible Transformational Sales / Philip KOTLER / Berlin : SPRINGER-VERLAG (2015)PermalinkTrouver ses clients / Francine CARTON / EYROLLES (2015)PermalinkTwitter power 3.0 / Joel COMM / John Wiley & Sons (2015)PermalinkYour customer rules! / Bill PRICE / JOSSEY-BASS (2015)PermalinkAdvanced affiliate marketing / Jenna INOUYE / CREATESPACE INDEPENDENT PUBLISHING PLATFORM (2014)PermalinkB to B branding / Philippe MALAVAL / Bruxelles : DE BOECK (2014)PermalinkLe big bang des idées / Brice AUCKENTHALER / Bluffy : KAWA (2014)PermalinkBusiness-to-business marketing / Ross BRENNAN / Los Angeles, [Calif.] ; : SAGE (2014)PermalinkChangez ces pratiques qui vous empêchent d'innover / Paul MILLIER / Paris : PEARSON EDUCATION FRANCE (2014)PermalinkCommunication et intelligence du social / Jacques BONNET / Paris : L'HARMATTAN (2014)Permalink
LIBRARY - Campus Rouen
NEOMA Business School
pmb
-
59 Rue Taittinger, 51100 Reims
-
00 33 (0)3 26 77 46 15
Library Campus Reims
-
1 Rue du Maréchal Juin, BP 215
76825 Mont Saint Aignan cedex -
00 33 (0)2 32 82 58 26