{"id":46669,"date":"2021-04-06T16:03:17","date_gmt":"2021-04-06T14:03:17","guid":{"rendered":"https:\/\/www.cma-hautsdefrance.fr\/?page_id=46669"},"modified":"2021-06-14T11:45:05","modified_gmt":"2021-06-14T09:45:05","slug":"eg1-levier-1-simplifier-offre-cma-approche-client","status":"publish","type":"page","link":"https:\/\/www.cma-hautsdefrance.fr\/preprod\/bilan-de-contrat-de-mandature\/eg1-levier-1-simplifier-offre-cma-approche-client\/","title":{"rendered":"Levier 1 \u2013 Simplifier l\u2019offre de la CMA en adoptant une approche 100% client"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row][vc_column][vc_column_text]<nav aria-label=\"breadcrumbs\" class=\"rank-math-breadcrumb\"><p><span class=\"last\">Accueil<\/span><\/p><\/nav>[\/vc_column_text][\/vc_column][\/vc_row][vc_row position=&#8221;center&#8221; style=&#8221;outline&#8221; size=&#8221;small&#8221; text_weight=&#8221;normal&#8221; no_uppercase=&#8221;&#8221; corner=&#8221;3&#8243; border=&#8221;3&#8243; gradient_backgound=&#8221;&#8221; gradient_backgound_style=&#8221;linear&#8221; gradient_radial_backgound_position=&#8221;at top&#8221; gradient_radial_swap_colors=&#8221;&#8221; gradient_backgound_angle=&#8221;to bottom&#8221; separator=&#8221;&#8221; icon_pack=&#8221;elegant&#8221; icon_position=&#8221;left&#8221; effects_enabled=&#8221;&#8221; text=&#8221;Je demande \u00e0 \u00eatre recontact\u00e9&#8221; text_color=&#8221;#990033&#8243; hover_text_color=&#8221;#ffffff&#8221; hover_background_color=&#8221;#990033&#8243; border_color=&#8221;#990033&#8243; link=&#8221;&#8221; background_color=&#8221;&#8221; hover_border_color=&#8221;&#8221; gradient_backgound_from=&#8221;&#8221; gradient_backgound_to=&#8221;&#8221; gradient_backgound_hover_from=&#8221;&#8221; gradient_backgound_hover_to=&#8221;&#8221; gradient_backgound_cusotom_deg=&#8221;&#8221; extra_class=&#8221;&#8221; icon_elegant=&#8221;&#8221; icon_material=&#8221;&#8221; icon_fontawesome=&#8221;&#8221;][vc_column]<style type=\"text\/css\">.thegem-button-6a24e6200216f4349 .gem-button svg {fill: #00a3e1;}.thegem-button-6a24e6200216f4349 .gem-button:hover svg {fill: #ffffff;}<\/style><div class=\"gem-button-container gem-button-position-center thegem-button-6a24e6200216f4349    \"  ><a class=\"gem-button gem-button-size-small gem-button-style-outline gem-button-text-weight-normal gem-button-border-3\" data-ll-effect=\"drop-right-without-wrap\" style=\"border-radius: 3px;border-color: #00a3e1;color: #00a3e1;\" onmouseleave=\"this.style.borderColor='#00a3e1';this.style.backgroundColor='transparent';this.style.color='#00a3e1';\" onmouseenter=\"this.style.backgroundColor='#00a3e1';this.style.color='#ffffff';\" href=\"https:\/\/www.cma-hautsdefrance.fr\/bilan-de-contrat-de-mandature\/#engagement-1\" target=\"_self\">Retour aux leviers de l&#039;engagement N\u00b01<\/a><\/div> [\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1617716963891{margin: 2px !important;border: 2px solid #00a3e1 !important;border-radius: 10px !important;}&#8221;][vc_column width=&#8221;1\/6&#8243;][vc_single_image image=&#8221;46634&#8243; img_size=&#8221;&#8221;][\/vc_column][vc_column width=&#8221;5\/6&#8243;][vc_column_text]\n<div class=\"title-h1\"><span style=\"color: #00a3e1;\"><u>Levier 1<\/u><\/span><\/div>\n<h1><span style=\"color: #00a3e1;\"><em>Simplifier l\u2019offre de la Chambre de m\u00e9tiers et de l\u2019artisanat en adoptant une approche 100% client<\/em><\/span><\/h1>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div class=\"clearboth\"><\/div><style>#thegem-divider-6a24e62002199 {margin-top: 20px !important;}#thegem-divider-6a24e62002199 {margin-bottom: 20px !important;}<\/style><div id=\"thegem-divider-6a24e62002199\" class=\"gem-divider  \" style=\"\" ><\/div>[\/vc_column][\/vc_row][vc_section css=&#8221;.vc_custom_1617717198449{margin: 2px !important;border: 2px solid #00a3e1 !important;border-radius: 10px !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][\/vc_column][vc_column offset=&#8221;vc_col-lg-6 vc_col-md-6&#8243; css=&#8221;.vc_custom_1590571662912{margin-right: 15px !important;}&#8221;][vc_column_text css=&#8221;.vc_custom_1619686583726{margin-top: -8px !important;}&#8221;]\n<h2 style=\"font-size: 18px;\"><span style=\"color: #000000;\">Exemple 1 &#8211; Une offre de formation unique pens\u00e9e par et pour nos clients<\/span><\/h2>\n[\/vc_column_text][vc_column_text]<strong>Une analyse des besoins de nos artisans en termes de <a title=\"D\u00e9couvrez nos formations techniques !\" href=\"https:\/\/www.cma-hautsdefrance.fr\/se-perfectionner\/\" target=\"_blank\" rel=\"noopener noreferrer\">formations techniques<\/a>, <a title=\"D\u00e9couvrez nos formations transversales !\" href=\"https:\/\/www.cma-hautsdefrance.fr\/acquerir-competence-transverse\/\" target=\"_blank\" rel=\"noopener noreferrer\">transversales<\/a> et <a title=\"D\u00e9couvrez nos formations m\u00e9tiers !\" href=\"https:\/\/www.cma-hautsdefrance.fr\/se-former\/\" target=\"_blank\" rel=\"noopener noreferrer\">certifiantes<\/a><\/strong> est engag\u00e9e par le <strong>Service marketing et la Direction r\u00e9gionale de la formation<\/strong>. Des enqu\u00eates sont r\u00e9alis\u00e9es aupr\u00e8s des organisations professionnelles ainsi que des remont\u00e9es des \u00e9quipes sur le terrain, la mise en place d\u2019un questionnaire t\u00e9l\u00e9phonique lors d\u2019une <strong>prise de contact aupr\u00e8s du P\u00f4le r\u00e9gional de relation clients<\/strong>, la cr\u00e9ation de focus groupe sur des formations souhait\u00e9es par les artisans.<\/p>\n<p>Un <strong>plan de d\u00e9veloppement annuel des formations<\/strong> (apprentissage et continue) est \u00e9labor\u00e9, les antennes locales proposent des projets dont la faisabilit\u00e9 est ensuite v\u00e9rifi\u00e9e en tenant compte des aspects techniques, logistiques, humains, une v\u00e9ritable \u00e9tude de march\u00e9 est r\u00e9alis\u00e9e afin de garantir l\u2019int\u00e9r\u00eat de nos entreprises et diff\u00e9rents publics envers nos formations.[\/vc_column_text][\/vc_column][vc_column offset=&#8221;vc_col-lg-6 vc_col-md-6&#8243; css=&#8221;.vc_custom_1590571667512{margin-left: 15px !important;}&#8221;]<div class=\"centered-box gem-image-centered-box\"><div class=\"gem-image gem-wrapbox gem-wrapbox-style-default gem-wrapbox-position-centered\"  style=\"\"><div class=\"gem-wrapbox-inner \" ><img decoding=\"async\" class=\"gem-wrapbox-element img-responsive\" src=\"https:\/\/www.cma-hautsdefrance.fr\/preprod\/wp-content\/uploads\/2021\/04\/catalogue-formation-book.png\" alt=\"\"\/><\/div><\/div><\/div>[\/vc_column][vc_column]<div class=\"clearboth\"><\/div><style>#thegem-divider-6a24e6200236e {margin-top: 60px !important;}<\/style><div id=\"thegem-divider-6a24e6200236e\" class=\"gem-divider  \" style=\"\" ><\/div>[\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; custom_css_code=&#8221;LndwYi1qcy1jb21wb3NlciUyMCU0MGlkJTIwLnZjX3R0YS52Y19nZW5lcmFsLnZjX3R0YS1hY2NvcmRpb24udmNfdHRhLXN0eWxlLXNpbXBsZV9zb2xpZCUyMC52Y190dGEtcGFuZWwlMkIudmNfdHRhLXBhbmVsJTIwJTdCJTBBJTIwJTIwJTIwJTIwYm9yZGVyLXRvcCUzQSUyMDFweCUyMHNvbGlkJTIwJTIzZGZlNWU4JTNCJTBBJTdE&#8221;][vc_column offset=&#8221;vc_col-lg-6 vc_col-md-6&#8243; css=&#8221;.vc_custom_1590571756877{margin-right: 15px !important;}&#8221;]<div class=\"gem-image gem-wrapbox gem-wrapbox-style-default gem-wrapbox-position-below\"  style=\"\"><div class=\"gem-wrapbox-inner \" ><img decoding=\"async\" class=\"gem-wrapbox-element img-responsive\" src=\"https:\/\/www.cma-hautsdefrance.fr\/preprod\/wp-content\/uploads\/2021\/04\/cartes-atouts.png\" alt=\"\"\/><\/div><\/div>[\/vc_column][vc_column offset=&#8221;vc_col-lg-6 vc_col-md-6&#8243; css=&#8221;.vc_custom_1590571752497{margin-left: 15px !important;}&#8221;][vc_column_text css=&#8221;.vc_custom_1618829892937{margin-top: -8px !important;}&#8221;]\n<h2 style=\"font-size: 18px;\"><span style=\"color: #000000;\">Exemple 2 &#8211; Une communication moderne dans l\u2019air du temps<\/span><\/h2>\n[\/vc_column_text][vc_column_text]<strong>Nous avons r\u00e9invent\u00e9 notre fa\u00e7on de communiquer<\/strong>, en cr\u00e9ant de nouveaux supports de communication physiques ou digitaux.<\/p>\n<p>En homog\u00e9n\u00e9isant et en rationalisant la diffusion de nos informations, <strong>nous d\u00e9livrons un message plus adapt\u00e9 et clair<\/strong> aupr\u00e8s de nos diff\u00e9rents publics.<\/p>\n<p>Nos <strong>cartes \u201cAtout\u201d<\/strong> pr\u00e9cisent les modalit\u00e9s techniques et financi\u00e8res de chacune de nos prestations.[\/vc_column_text][\/vc_column][vc_column]<div class=\"clearboth\"><\/div><style>#thegem-divider-6a24e620024f7 {margin-top: 80px !important;}<\/style><div id=\"thegem-divider-6a24e620024f7\" class=\"gem-divider  \" style=\"\" ><\/div>[\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column offset=&#8221;vc_col-lg-6 vc_col-md-6&#8243; css=&#8221;.vc_custom_1590571662912{margin-right: 15px !important;}&#8221;][vc_column_text css=&#8221;.vc_custom_1618829901994{margin-top: -8px !important;}&#8221;]\n<h2 style=\"font-size: 18px;\"><span style=\"color: #000000;\">Exemple 3 &#8211; Cr\u00e9ation d\u2019une Direction Relation Clients : la satisfaction client,<\/span><br \/>\n<span style=\"color: #000000;\">une priorit\u00e9<\/span><\/h2>\n[\/vc_column_text][vc_column_text]<strong>Depuis 2017<\/strong>, et avec la r\u00e9gionalisation du P\u00f4le relation clients en 2018, <strong>la CMA a re\u00e7u plus de 789 500 appels sur son num\u00e9ro unique<\/strong>. Afin d\u2019am\u00e9liorer et de garantir le meilleur niveau de service aux clients de la CMA par tous les canaux de communication et d\u00e9velopper la prospection et la transformation des prospects en clients satisfaits, <strong>la Direction relation clients a \u00e9t\u00e9 cr\u00e9\u00e9e en Juin 2020<\/strong>.[\/vc_column_text][\/vc_column][vc_column offset=&#8221;vc_col-lg-6 vc_col-md-6&#8243; css=&#8221;.vc_custom_1590571667512{margin-left: 15px !important;}&#8221;]<div class=\"centered-box gem-image-centered-box\"><div class=\"gem-image gem-wrapbox gem-wrapbox-style-default gem-wrapbox-position-centered\"  style=\"\"><div class=\"gem-wrapbox-inner \" ><img decoding=\"async\" class=\"gem-wrapbox-element img-responsive\" src=\"https:\/\/www.cma-hautsdefrance.fr\/preprod\/wp-content\/uploads\/2021\/04\/prc.jpg\" alt=\"\"\/><\/div><\/div><\/div>[\/vc_column][vc_column]<div class=\"clearboth\"><\/div><style>#thegem-divider-6a24e62002635 {margin-top: 60px !important;}<\/style><div id=\"thegem-divider-6a24e62002635\" class=\"gem-divider  \" style=\"\" ><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_row position=&#8221;center&#8221; 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