Gestion de la relation clientLa gestion de la relation client (GRC), ou gestion des relations avec la clientèle, est l'ensemble des outils et techniques destinés à tenir compte des souhaits et des attentes des clients et des prospects, afin de les satisfaire et de les fidéliser en leur offrant ou proposant des services. Les applications informatiques de la GRC sont des progiciels qui permettent de traiter directement avec le client, que ce soit sur le plan de la vente, du marketing ou du service, et que l'on regroupe souvent sous le terme de « front-office » par opposition aux outils de « back-office » que sont les progiciels de gestion intégrés (PGI).
Customer retentionCustomer retention refers to the ability of a company or product to retain its customers over some specified period. High customer retention means customers of the product or business tend to return to, continue to buy or in some other way not defect to another product or business, or to non-use entirely. Selling organizations generally attempt to reduce customer defections. Customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship and successful retention efforts take this entire lifecycle into account.
Valeur vie clientIn marketing, customer lifetime value (CLV or often CLTV), lifetime customer value (LCV), or life-time value (LTV) is a prognostication of the net profit contributed to the whole future relationship with a customer. The prediction model can have varying levels of sophistication and accuracy, ranging from a crude heuristic to the use of complex predictive analytics techniques. Customer lifetime value can also be defined as the monetary value of a customer relationship, based on the present value of the projected future cash flows from the customer relationship.
Satisfaction utilisateurLa satisfaction utilisateur, ou satisfaction client ou satisfaction consommateur, est un concept couramment utilisé en marketing et dans les standards de gestion de la qualité type ISO 9000 où la satisfaction est la finalité de la mise en place de processus. Une entreprise apporte au client un produit ou un service. La satisfaction est la perception des qualités intrinsèques de cette fourniture par rapport aux besoins exprimés ou tacites du client ou consommateur.
Socialist calculation debateThe socialist calculation debate, sometimes known as the economic calculation debate, was a discourse on the subject of how a socialist economy would perform economic calculation given the absence of the law of value, money, financial prices for capital goods and private ownership of the means of production. More specifically, the debate was centered on the application of economic planning for the allocation of the means of production as a substitute for capital markets and whether or not such an arrangement would be superior to capitalism in terms of efficiency and productivity.
