Actualités et agenda
Nos formations
Établissement
Langue d'enseignement
English
Matières
MARKETING
Ce cours apparaît dans les formation(s) suivante(s)
Responsable(s)
G.LOBLEIN
Intervenant(s)
Gérard LOBLEIN
Présentation
Prérequis
No preliminary skills required. A first business experience would be a plus.
Objectifs
At the end of the course, the student should be able to :
Based on last year challenge :
- Analyze/audit a company CRM situation
- Define objectives evolution and leverages (HR, organization & processes, IT, communication)
- Set up an action plan
- Present the challenge answer in a proper way
It will depend on the topic provided by the AFRC (Association Française de la Relation Clientèle), the company's situation and requirements/questions.
By the end of the week, the students will work and get information on CRM basics including CRM activities, clients expectations, multi channels CRM.
Based on last year challenge :
- Analyze/audit a company CRM situation
- Define objectives evolution and leverages (HR, organization & processes, IT, communication)
- Set up an action plan
- Present the challenge answer in a proper way
It will depend on the topic provided by the AFRC (Association Française de la Relation Clientèle), the company's situation and requirements/questions.
By the end of the week, the students will work and get information on CRM basics including CRM activities, clients expectations, multi channels CRM.
Présentation
- Give an abstract of customer expectations
- Analyze the company's demand and requirements
- Prioritize actions and leverages
- Define organization and communication tools
- Coach the students and the different groups in order to compete in a proper manner
- Analyze the company's demand and requirements
- Prioritize actions and leverages
- Define organization and communication tools
- Coach the students and the different groups in order to compete in a proper manner
Modalités
Organisation
| Type | Amount of time | Comment | |
|---|---|---|---|
| Présentiel | |||
| Cours magistral | 4,00 | ||
| Cours interactif | 10,00 | ||
| Coaching | 2,00 | ||
| Autoformation | |||
| Recherche | 8,00 | ||
| Travail personnel | |||
| Group Project | 10,00 | ||
| Overall student workload | 34,00 | ||
Évaluation
- Continuous assessment :
Control the understanding of client/company's expectations
Evaluate the analysis and action plans proposals
Check proposal format
Control the understanding of client/company's expectations
Evaluate the analysis and action plans proposals
Check proposal format
| Control type | Duration | Amount | Weighting |
|---|---|---|---|
| Contrôle continu | |||
| Présentation orale | 1,00 | 1 | 25,00 |
| Autres | |||
| Etude de cas | 0,00 | 1 | 75,00 |
| TOTAL | 100,00 | ||