{"id":11573,"date":"2017-07-26T14:12:50","date_gmt":"2017-07-26T14:12:50","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/le-client-est-roi-ou-est-ce-le-cas"},"modified":"2025-09-02T06:02:08","modified_gmt":"2025-09-02T06:02:08","slug":"le-client-est-roi-ou-est-ce-le-cas","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/le-client-est-roi-ou-est-ce-le-cas\/","title":{"rendered":"Le client est roi. Ou est-ce le cas ?"},"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_be65249b6366ac9f33784eef1eefb676\"\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\">Le client est roi. Ou est-ce le cas ?<\/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_be65249b6366ac9f33784eef1eefb676\"] {\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%2Fle-client-est-roi-ou-est-ce-le-cas%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%2Fle-client-est-roi-ou-est-ce-le-cas%2F&#038;text=Le client est roi. Ou est-ce le cas ?\"\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%2Fle-client-est-roi-ou-est-ce-le-cas%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>Nous connaissons tous des entreprises qui affirment que leur service client\u00e8le est de premier ordre et qu&rsquo;elles placent le client au centre de leurs pr\u00e9occupations. Cependant, si vous regardez leur structure de gestion, le client n&rsquo;a pas de place \u00e0 la table.<\/p>\n<p>&nbsp;<\/p>\n<p>Les ventes et le marketing sont occup\u00e9s \u00e0 attirer et \u00e0 signer de nouveaux clients, mais qui entretient les relations existantes ? En d&rsquo;autres termes, qui joint le geste \u00e0 la parole ?<\/p>\n<p>&nbsp;<\/p>\n<h2>La mont\u00e9e en puissance du CCO<\/h2>\n<p>Dans une r\u00e9cente enqu\u00eate men\u00e9e aupr\u00e8s de cadres sup\u00e9rieurs aux \u00c9tats-Unis et au Royaume-Uni, qui figure dans l&rsquo;ouvrage de Calabrio intitul\u00e9 \u00ab\u00a0Success in The Experience Era : The Experience Era\u00a0\u00bb, il est fait r\u00e9f\u00e9rence \u00e0 l&rsquo;exp\u00e9rience v\u00e9cue par les cadres sup\u00e9rieurs. <a href=\"https:\/\/www.calabrio.com\/success-in-the-customer-experience-era-report\/\"><span style=\"font-size: 10.5pt;font-family: Verdana\">Success in The Experience Era : Connecting Customer and C-Suite<\/span><\/a>de Calabrio, 100 % des dirigeants interrog\u00e9s consid\u00e8rent le client comme leur principale priorit\u00e9. En revanche, seuls 58 % ont indiqu\u00e9 que les ventes ou les revenus constituaient une \u00ab\u00a0priorit\u00e9\u00a0\u00bb.<\/p>\n<p>Aujourd&rsquo;hui, c&rsquo;est plus qu&rsquo;une bonne affaire, c&rsquo;est une strat\u00e9gie de survie. <a href=\"https:\/\/hbr.org\/2011\/04\/the-rise-of-the-chief-customer\">Une \u00e9tude de HBR.org<\/a> montre que l&rsquo;acquisition d&rsquo;un nouveau client co\u00fbte 25 fois plus cher aux entreprises que la fid\u00e9lisation d&rsquo;un client existant. En outre, les clients sont quatre fois plus susceptibles de faire d\u00e9fection si leurs exp\u00e9riences n\u00e9gatives sont li\u00e9es \u00e0 l&rsquo;exp\u00e9rience client, plut\u00f4t qu&rsquo;au prix ou \u00e0 la qualit\u00e9 du produit. Un seul client m\u00e9content peut influencer tout un r\u00e9seau de clients potentiels.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Si l&rsquo;exp\u00e9rience client est r\u00e9ellement une priorit\u00e9 absolue pour l&rsquo;entreprise, quelqu&rsquo;un doit prendre les devants.  <\/strong>C&rsquo;est l\u00e0 qu&rsquo;intervient le Chief Customer Officer (CCO).<\/p>\n<p>&nbsp;<\/p>\n<p>Au lieu de confier l&rsquo;actif le plus pr\u00e9cieux de l&rsquo;entreprise \u00e0 une strat\u00e9gie fragment\u00e9e, les organisations dot\u00e9es d&rsquo;un CCO disposent d&rsquo;un <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/questions-that-reveal-how-well-you-know-your-customers\/\">leadership d\u00e9di\u00e9 qui se concentre en permanence sur les int\u00e9r\u00eats du client<\/a>. L&#8217;emploi d&rsquo;un CCO permet au marketing de se concentrer sur le marketing, aux ventes de se concentrer sur les ventes, et \u00e0 l&rsquo;ensemble de l&rsquo;organisation d&rsquo;agir plus efficacement et avec plus de clart\u00e9.<\/p>\n<p>&nbsp;<\/p>\n<h3>Signes que votre entreprise a besoin d&rsquo;un CCO<\/h3>\n<p>On peut logiquement affirmer que toute entreprise qui pr\u00e9sente les clients comme son actif le plus important doit avoir un CCO. Cependant, certaines entreprises ont besoin de cette mise \u00e0 niveau organisationnelle de mani\u00e8re plus urgente que d&rsquo;autres.<\/p>\n<p>Vous avez besoin d&rsquo;un CCO si votre entreprise :<\/p>\n<ul>\n<li>N&rsquo;a pas r\u00e9ussi \u00e0 faire de la fid\u00e9lisation de la client\u00e8le un crit\u00e8re de r\u00e9ussite.<\/li>\n<li>Dans les rapports trimestriels, l&rsquo;accent est mis sur les aspects financiers (par rapport aux clients).<\/li>\n<li>Manque de donn\u00e9es et d&rsquo;orientations sur les souhaits et les besoins des clients.<\/li>\n<li>ne dispose pas d&rsquo;une voix du client d\u00e9di\u00e9e dans la suite hi\u00e9rarchique.<\/li>\n<\/ul>\n<p>Faire appel \u00e0 un CCO peut constituer un avantage concurrentiel qui garantit que la voix de vos clients est entendue au plus haut niveau.<\/p>\n<p>&nbsp;<\/p>\n<p>Pour plus de conseils sur la mani\u00e8re dont votre entreprise peut mettre davantage l&rsquo;accent sur le client, consultez ce rapport de CCW Digital, <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-mises-a-jour-frequentes-pour-de-meilleurs-produits\/customer-experience-game-changers-2\/\">CCW Executive Report : Customer Experience Game Changers.<\/a><\/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":234,"featured_media":5623,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11573","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>Le client est roi. 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