E-CRM : une nouvelle révolution pour la relation client à l’ère de la digitalisation - Cas d’Optimum Télécom Algérie « Djezzy »-

Karima  ZIDANE; Mohand Ouamer  ALIZIANE

doi:10.34118/djei.v10i1.219

Karima ZIDANE Université de Bouira
Mohand Ouamer ALIZIANE Université de Bouira

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Résumé

Cet article vise à monter le rôle important de la technologie numérique notamment le marketing digital dans l’optimisation et le développement de la relation client en étant un moyen de communication multicanal, soit à travers la présentation des contenus riches sur les sites Web, ou à travers les pages sur les sites de réseautage social et même par la proposition de services supplémentaires via des applicationsmobiles, ces outilset d’autres, qui permettent une interaction et une communication continue avec les clients, ont révolutionné la gestion de la relation client par l'émergence de nouveaux modèles tels que l’E-CRM, le social et le mobile CRM.

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