{"id":11521,"date":"2017-02-21T08:00:50","date_gmt":"2017-02-21T08:00:50","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/une-mesure-intelligente-est-un-parcours-client-intelligent"},"modified":"2025-05-07T08:33:45","modified_gmt":"2025-05-07T08:33:45","slug":"une-mesure-intelligente-est-un-parcours-client-intelligent","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/une-mesure-intelligente-est-un-parcours-client-intelligent\/","title":{"rendered":"Une mesure intelligente est un parcours client intelligent"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_af0274072ee41d9390dc19cff236b94d\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Analytique <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Une mesure intelligente est un parcours client intelligent<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_af0274072ee41d9390dc19cff236b94d\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fune-mesure-intelligente-est-un-parcours-client-intelligent%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fune-mesure-intelligente-est-un-parcours-client-intelligent%2F&#038;text=Une mesure intelligente est un parcours client intelligent\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fune-mesure-intelligente-est-un-parcours-client-intelligent%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Ce n&rsquo;est pas un secret. Une exp\u00e9rience client exceptionnelle permet de fid\u00e9liser les clients et d&rsquo;augmenter le chiffre d&rsquo;affaires. Mais ces grandes exp\u00e9riences ne se produisent pas du jour au lendemain ou en appuyant sur un bouton. La bonne technologie doit d&rsquo;abord \u00eatre mise en place et utilis\u00e9e de mani\u00e8re intelligente. Vous avez besoin d&rsquo;une technologie qui aide les agents de votre centre de contact \u00e0 mieux comprendre le comportement et les habitudes de vos clients afin de leur offrir une exp\u00e9rience exceptionnelle.<\/p>\n<p>&nbsp;<\/p>\n<p>Les <a href=\"https:\/\/www.calabrio.com\/blog\/guest-post-making-the-customer-journey-easy\/\">plateformes de parcours client<\/a> pr\u00e9sentent des analyses qui explorent ce que fait votre client avant, pendant et apr\u00e8s une interaction. Il donne \u00e9galement \u00e0 vos agents les bons outils pour offrir la meilleure exp\u00e9rience client.<\/p>\n<p>&nbsp;<\/p>\n<p>Un client regarde un article \u00e0 prix \u00e9lev\u00e9 sur votre site web mais ne termine pas son achat \u00e0 la caisse ? Ou bien ce client a-t-il d\u00e9j\u00e0 appel\u00e9 ? Quels autres \u00e9l\u00e9ments d&rsquo;historique pouvez-vous trouver sur ce client sp\u00e9cifique pour adapter les r\u00e9ponses ?<\/p>\n<p>&nbsp;<\/p>\n<p>Vous disposez peut-\u00eatre de la technologie n\u00e9cessaire pour collecter toutes les donn\u00e9es et analyses afin de mieux servir vos clients. Mais vous devez vous assurer que vous ne perdez pas de temps ou d&rsquo;argent en collectant des donn\u00e9es non pertinentes ou en les interpr\u00e9tant de mani\u00e8re erron\u00e9e.<\/p>\n<p>&nbsp;<\/p>\n<p>Pour ne pas perdre de temps, la meilleure pratique consiste \u00e0 d\u00e9ployer des outils de mesure intelligents qui \u00e9liminent les donn\u00e9es non essentielles et n&rsquo;expriment que des mesures exploitables. Gr\u00e2ce \u00e0 une combinaison d&rsquo;outils de centre de contact, de CRM et d&rsquo;optimisation de la main-d&rsquo;\u0153uvre, vous pouvez obtenir des informations pr\u00e9cieuses pour comprendre le parcours du client \u00e0 travers les diff\u00e9rents canaux. En retour, vous pouvez cr\u00e9er des interactions plus significatives et une exp\u00e9rience client plus m\u00e9morable.<\/p>\n<p>&nbsp;<\/p>\n<p>Le parcours du client est aujourd&rsquo;hui beaucoup plus sophistiqu\u00e9. Elle n\u00e9cessite donc une plateforme de suivi tout aussi sophistiqu\u00e9e. Les entreprises qui r\u00e9ussissent, comme celles qui combinent <a href=\"https:\/\/www.five9.com\">Five9<\/a> et Calabrio, cartographient leur parcours client \u00e0 l&rsquo;aide de mesures plus intelligentes afin de cr\u00e9er des informations exploitables.<\/p>\n<p>&nbsp;<\/p>\n<p>Vous ne pouvez pas diss\u00e9quer le parcours de chaque client qui vient sur votre site web. Mais gr\u00e2ce \u00e0 des d\u00e9clencheurs bien inform\u00e9s, vous pouvez mettre en \u00e9vidence ceux qui ont le plus d&rsquo;importance pour vos objectifs commerciaux. Il est temps d&rsquo;adopter une approche intelligente du parcours client. <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\">Prenez des d\u00e9cisions plus intelligentes bas\u00e9es sur les donn\u00e9es et d\u00e9veloppez votre activit\u00e9<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>Pour en savoir plus sur l&rsquo;analyse du parcours client et sur la mani\u00e8re d&rsquo;utiliser plus intelligemment les donn\u00e9es clients, <a href=\"https:\/\/www.five9.com\/registration\/calabrio-webinar?campaign=Q117-Events-Calabrio-Webinar&amp;utm_source=Five9-blog\">rejoignez-moi<\/a> et Todd Marthaler, consultant en analyse de centre de contact chez Calabrio, le 22 f\u00e9vrier \u00e0 10 h 00 (heure de Paris) pour un webinaire intitul\u00e9 <a href=\"https:\/\/www.five9.com\/registration\/calabrio-webinar?campaign=Q117-Events-Calabrio-Webinar&amp;utm_source=Five9-blog\"><em>Comment les experts utilisent l&rsquo;analyse pour am\u00e9liorer l&rsquo;exp\u00e9rience des clients<\/em><\/a>. Five9 et Calabrio fournissent une solution de bout en bout pour votre centre de contact, afin que vous puissiez \u00eatre arm\u00e9 pour offrir les meilleures exp\u00e9riences possibles \u00e0 vos clients.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":4,"featured_media":5731,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11521","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Une mesure intelligente est un parcours client intelligent | Calabrio<\/title>\n<meta name=\"description\" content=\"Dans ce blog, Mayur Anadkat, vice-pr\u00e9sident du marketing produit chez Five9, explique l&#039;importance de l&#039;analyse du parcours client pour votre entreprise.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/blog\/une-mesure-intelligente-est-un-parcours-client-intelligent\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Une mesure intelligente est un parcours client intelligent\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/blog\/une-mesure-intelligente-est-un-parcours-client-intelligent\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta 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