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Marketing des Services

Introduction
Introduction à la notion de service
Aperçu
Les Services dominent l'économie française
Aperçu
Services et économie mondiale
Aperçu
Définition d'un service
Aperçu
Questions qui se posent spécifiquement pour les services
Les questions spécifiques que posent le marketing des services (partie 1)
Aperçu
Les questions spécifiques que posent le marketing des services (partie 2)
Les 3 phases de la vente des services
le pré-achat
L'achat
L'achat : high/low contact
L'achat : la servuction
Le Post-Achat
Conclusion sur la vente de services
Communiquer sur les Services et Yield Management
Communiquer sur le services
Intangibilité des services
Yield Management
La création de fidélité client
Introduction à la fidélité Client
Fidélité = Rentabilité
Comprendre la relation client
Fidéliser le client
Bases de la fidélité
Stratégies de développement de la fidélité
les CRM
Conclusion sur la fidélisation des clients
Plan marketing des Services
Plan marketing des Services

Définition d'un service

Marketing des Services Introduction
Philippe Massol
2 minutes
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