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Strategie De Gestion Des Reclamations Clients
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Book Synopsis Stratégie de gestion des réclamations clients by : Laurent Hermel
Download or read book Stratégie de gestion des réclamations clients written by Laurent Hermel and published by . This book was released on 2006 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: L'exigence de service s'impose aujourd'hui à toute entreprise et, sans une gestion organisée des réclamations, le client préférera rapidement le concurrent. C'est pourquoi il est important de diffuser une image d'entreprise " à l'écoute de sa clientèle " ; de mettre en place une conduite commerciale réactive et anticipatrice ; d'améliorer son système d'analyse stratégique. Cet ouvrage, grâce à des exemples concrets, des grilles d'analyse, des check-lists de contrôle et des évaluations de coût, propose d'organiser une stratégie efficace de gestion des réclamations clients. Vous y trouverez les moyens pour améliorer le système existant ; les moyens pour organiser une stratégie efficace de gestion des réclamations, après diagnostic complet de l'existant ; les moyens pour piloter et bien suivre la mise en place d'une politique dynamique de gestion des réclamations ; des annexes qui sont enrichies, dans cette seconde édition, d'indicateurs, outils précieux de contrôle, de pilotage et d'autoévaluation. L'auteur offre ici aux responsables qualité, de centres d'appels, de service après-vente, de services dédiés à la clientèle une méthode et des outils performants pour piloter une politique dynamique de gestion des réclamations.
Book Synopsis Augmented Customer Strategy by : Gilles N'Goala
Download or read book Augmented Customer Strategy written by Gilles N'Goala and published by John Wiley & Sons. This book was released on 2019-04-26 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.
Book Synopsis Augmented Customer Strategy by : Gilles N'Goala
Download or read book Augmented Customer Strategy written by Gilles N'Goala and published by John Wiley & Sons. This book was released on 2019-07-30 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.
Book Synopsis Les mots-clés du management - Anglais by :
Download or read book Les mots-clés du management - Anglais written by and published by Editions Bréal. This book was released on with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book CMA written by and published by . This book was released on 1992 with total page 820 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Services Marketing and Management by : Audrey Gilmore
Download or read book Services Marketing and Management written by Audrey Gilmore and published by SAGE. This book was released on 2003-06-02 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text provides an overview of the characteristics and underlying principles of delivering services in today's marketplace, and places these issues in the context of the frameworks and activities of various types of organization, such as financial services, tourism, charities and museums.
Book Synopsis Les systèmes de mise en œuvre de la protection sociale by : Kathy Lindert
Download or read book Les systèmes de mise en œuvre de la protection sociale written by Kathy Lindert and published by World Bank Publications. This book was released on 2023-01-13 with total page 727 pages. Available in PDF, EPUB and Kindle. Book excerpt: Le Manuel de référence sur les systèmes de mise en œuvre de la protection sociale synthétise les expériences et les leçons apprises des systèmes de mise en œuvre de la protection sociale à travers le monde. Il adopte un concept de la protection sociale large, qui couvre différentes populations telles que les familles pauvres ou à faible revenu, les chômeurs, les personnes handicapées et les personnes confrontées à des risques sociaux. Il analyse différents types d’interventions des gouvernements pour la protection des individus, des familles ou des ménages, au travers de programmes spécifiques allant de programmes ciblant la pauvreté, aux prestations et services en faveur de l’emploi, et aux prestations et services au bénéfice des personnes handicapées et d’autres services sociaux. Ce Manuel de référence cherche à répondre à différentes questions pratiques soulevées au cours de la mise en œuvre, en particulier : • Comment les pays mettent-ils en œuvre les prestations et services de protection sociale ? • Comment le font-ils avec l’efficacité et l’efficience voulues ? • Comment assurent-ils une inclusion dynamique, en particulier celle des personnes les plus vulnérables et les plus défavorisées ? • Comment favorisent-ils une meilleure coordination et intégration non seulement entre les différents programmes de protection sociale mais aussi avec les programmes mis en œuvre par d’autres acteurs gouvernementaux ? • Comment peuvent-ils répondre aux besoins des populations ciblées et assurer une meilleure expérience client ? Le cadre de mise en œuvre des systèmes de protection sociale précise les principaux éléments de cet environnement opérationnel. Il se décline en différentes phases qui s’échelonnent tout au long de la chaîne de mise en oeuvre. Ces phases sont les lieux d’interactions entre différents acteurs, parmi lesquels des personnes et des institutions. La communication, les systèmes d’information et la technologie facilitent ces interactions. Ce cadre peut s’appliquer à la mise en œuvre d’un ou plusieurs programmes ainsi qu’à la mise en place d’une protection sociale adaptative. Le Manuel de référence des systèmes de mise en œuvre de la protection sociale s’articule autour de huit principes clés qui constituent le code de conduite de la mise en œuvre : 1. Les systèmes de mise en œuvre ne suivent pas un modèle unique, mais tous les modèles partagent des points communs qui forment le coeur du cadre de mise en œuvre des systèmes de protection sociale. 2. La qualité de la mise en œuvre a une grande importance et la faiblesse de l’un des éléments constitutifs de la chaîne de mise en œuvre affectera négativement l’ensemble de celle-ci et réduira les impacts du ou des programmes qui lui sont associés. 3. Les systèmes de mise en œuvre évoluent dans le temps, de manière non linéaire et leur point de départ est important. 4. Dès le début de la mise en œuvre, des efforts devront être déployés pour « garder les choses simples » et pour « bien faire les choses simples ». 5. Le premier segment de la chaîne, à savoir l’interface entre les futurs bénéficiaires et l’administration, est souvent son maillon le plus faible. Son amélioration peut nécessiter des changements systémiques, mais ceux-ci contribueront considérablement à l’efficacité globale et atténueront les risques d’échec de cette interface. 6. Les programmes de protection sociale ne fonctionnent pas dans le vide et, par conséquent, leur système de mise en œuvre ne doit pas être développé en vase clos. Des opportunités de synergies entre institutions et systèmes d’information existent et les saisir peut améliorer les résultats des programmes. 7. Au-delà de la protection sociale, ces systèmes de mise en œuvre peuvent aussi améliorer la capacité des gouvernements à fournir d’autres prestations ou services, comme les subventions à l’assurance maladie, les bourses d’études, les tarifs sociaux de l’énergie, les allocations logement et l’accès aux services juridiques. 8. L’inclusion et la coordination sont des défis omniprésents et permanents. Pour les relever, il faut donc améliorer de façon continue les systèmes de mise en œuvre à travers une approche dynamique, intégrée et centrée sur la personne.
Book Synopsis La logistique durable by : MORANA Joëlle
Download or read book La logistique durable written by MORANA Joëlle and published by Lavoisier. This book was released on 2013-04-01 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: La mondialisation, la question environnementale et les mutations de la société imposent à chaque entreprise d’être toujours innovante, tant sur le plan technologique qu’organisationnel. La modernisation de la chaîne d’approvisionnement constitue la suite logique de l’évolution de la logistique d’entreprise depuis les années 1950. Cet ouvrage présente les éléments nécessaires à la mise en place d’une logistique durable : - la prise en compte de la dimension économique qui met en exergue les poids et rôle des connexions intra et inter-organisationnelles. C’est la remise en cause des notions de logistique amont, interne, aval, de mutualisation des transports, de prestations logistiques, de traçabilité et de systèmes d’information ; - la dimension environnementale qui s’intéresse à des aspects tels que l’éco-conception, la re-production, la gestion des déchets, la logistique des retours ou encore le transport « vert » ; - la dimension sociale/sociétale qui permet de poser un regard sur les ressources humaines internes et externes. Pour assurer une bonne mesure de la performance, La logistique durable propose l’élaboration d’un tableau de bord logistique.
Book Synopsis Human Resource Management in Service Work by : Marek Korczynski
Download or read book Human Resource Management in Service Work written by Marek Korczynski and published by Red Globe Press. This book was released on 2002 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Filling a gap in the market for a book on HRM in the service sector, this study focuses on human resource management and its relevance to an understanding of the service economy, an important, but neglected, subject area.
Book Synopsis Linear and Nonlinear Models for the Analysis of Repeated Measurements by : Edward Vonesh
Download or read book Linear and Nonlinear Models for the Analysis of Repeated Measurements written by Edward Vonesh and published by CRC Press. This book was released on 1996-11-01 with total page 590 pages. Available in PDF, EPUB and Kindle. Book excerpt: Integrates the latest theory, methodology and applications related to the design and analysis of repeated measurement. The text covers a broad range of topics, including the analysis of repeated measures design, general crossover designs, and linear and nonlinear regression models. It also contains a 3.5 IBM compatible disk, with software to implement immediately the techniques.
Download or read book Water Reuse written by Chris Binnie and published by IWA Publishing. This book was released on 2008-05-14 with total page 649 pages. Available in PDF, EPUB and Kindle. Book excerpt: Water Reuse: An International Survey of current practice, issues and needs examines water reuse practices around the world from different perspectives. The objective is to show how differently wastewater reuse is conceived and practised around the world as well as to present the varied needs and possibilities for reusing wastewater. In the first section water reuse practices around the world are described for regions having common water availability, reuse needs and social aspects. The second section refers to the “stakeholders” point of view. Each reuse purpose demands different water quality, not only to protect health and the environment but also to fulfil the requirements of the specific reuse. Reuses considered are agricultural, urban agriculture as a special case of the former, municipal and industrial. Alongside these uses, the indirect reuse for human consumption through aquifer recharge is also discussed. The third section deals with emerging and controversial topics. Ethical and economical dilemmas in the field are presented as a subject not frequently addressed in this field. The role of governments in respect of public policy in reuse is discussed as well as the different international criteria and standards for reusing wastewater. The importance of public acceptance and the way to properly handle it is also considered. The fourth section of the book presents contrasting case studies; typical situations in the developed world (Japan and Germany) are compared to those in developing countries (Pakistan and Brazil) for agricultural and industrial reuse. Indirect planned reuse for human consumption (Germany) is compared with an unplanned one (Mexico). The Windhoek, Namibia case study is presented to emphasize why if the direct reuse of wastewater for human consumption has been performed with success for more than 35 years it is still the only example of this type around the world. To illustrate the difficulties of having a common framework for regulating water reuse in several countries, the Mediterranean situation is described. Other case studies presented refer to the reuse situation in Israel, Spain, Cameroon, Nepal and Vietnam, these latter countries being located in water rich areas. This book will be an invaluable information source for all those concerned with water reuse including water utility managers, wastewater policy makers and water resources planners as well as researchers and students in environmental engineering, water resources planning and sanitary engineering. Scientific and Technical Report No. 20
Download or read book Laborgistics written by Dominique Roux and published by . This book was released on 2004 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Allocation efficace des ressources financières et budgétaires by :
Download or read book Allocation efficace des ressources financières et budgétaires written by and published by . This book was released on 2000 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Social Security Documentation written by and published by . This book was released on 1980 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Proceedings of the 8th International Conference on Sciences of Electronics, Technologies of Information and Telecommunications (SETIT’18), Vol.1 by : Med Salim Bouhlel
Download or read book Proceedings of the 8th International Conference on Sciences of Electronics, Technologies of Information and Telecommunications (SETIT’18), Vol.1 written by Med Salim Bouhlel and published by Springer. This book was released on 2019-07-10 with total page 513 pages. Available in PDF, EPUB and Kindle. Book excerpt: This two-volume book presents an unusually diverse selection of research papers, covering all major topics in the fields of information and communication technologies and related sciences. It provides a wide-angle snapshot of current themes in information and power engineering, pursuing a cross-disciplinary approach to do so. The book gathers revised contributions that were presented at the 2018 International Conference: Sciences of Electronics, Technologies of Information and Telecommunication (SETIT'18), held on 20–22 December 2018 in Hammamet, Tunisia. This eighth installment of the event attracted a wealth of submissions, and the papers presented here were selected by a committee of experts and underwent additional, painstaking revision. Topics covered include: · Information Processing · Human-Machine Interaction · Computer Science · Telecommunications and Networks · Signal Processing · Electronics · Image and Video This broad-scoped approach is becoming increasingly popular in scientific publishing. Its aim is to encourage scholars and professionals to overcome disciplinary barriers, as demanded by current trends in the industry and in the consumer market, which are rapidly leading toward a convergence of data-driven applications, computation, telecommunication, and energy awareness. Given its coverage, the book will benefit graduate students, researchers and practitioners who need to keep up with the latest technological advances.
Book Synopsis Atomic Energy of Canada Limited Annual Report by : Atomic Energy of Canada Limited
Download or read book Atomic Energy of Canada Limited Annual Report written by Atomic Energy of Canada Limited and published by . This book was released on 2004 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Hà Nội, a Metropolis in the Making by : Collectif
Download or read book Hà Nội, a Metropolis in the Making written by Collectif and published by IRD Éditions. This book was released on 2018-11-19 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: Built on 'the bend in the Red River', Hà Nội is among Southeast Asia's most ancient capitals. Over the centuries, it took shape in part from a dense substratum of villages. With the economic liberalisation of the 1980s, it encountered several obstacles to its expansion: absence of a real land market, high population densities, the government's food self-suffciency policy that limits expropriations of land and the water management constraints of this very vulnerable delta. Since the beginning of the new millennium, the change in speed brought about by the state and by property developers in the construction and urban planning of the province-capital poses the problem of integration of in situ urbanised villages, the importance of preserving a green belt around Hà Nội and the necessity of protection from flooding. The harmonious fusion of city and countryside, which has always constituted the Red River Delta's defining feature, appears to be in jeopardy. Working from a rich body of maps and field studies, this collective work reveals how this grass-roots urbanisation encounters 'top-down' urbanisation, or metropolisation. By combining a variety of disciplinary approaches on several different scales, through a study of spatial issues and social dynamics, this atlas not only enables the reader to gauge the impact of major projects on the lives of villages integrated into the city's fabric but also to re-establish the peri-urban village stratum as a fully-fledged actor in the diversity of this emerging metropolis.
