Pourquoi le CRM est-il le GRAAL des PME ?

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Dans un univers hyperconnecté où le web et les réseaux sociaux sont devenus incontournables, les clients ont accès à tellement d'informations qu'ils en sont presque saturés. Pour les PME, c'est devenu un défi : elles doivent être toujours plus pertinentes dans leurs relations clients. Pour cela, deux points importants : savoir cibler précisément les besoins et y répondre rapidement en proposant les meilleures offres, au meilleur moment. Comment ? Cela passe par une relation à 360° où tous les points de contact, centre d'appel, Internet, présentiel, convergent vers une vue unique du client.

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