{"id":10473,"date":"2026-01-30T03:34:08","date_gmt":"2026-01-30T02:34:08","guid":{"rendered":"https:\/\/www.eurogroupconsulting.com\/?post_type=cas-client&#038;p=10473"},"modified":"2026-01-30T03:36:40","modified_gmt":"2026-01-30T02:36:40","slug":"reinventer-le-modele-relationnel-pour-booster-lexperience-client-et-la-rentabilite","status":"publish","type":"cas-client","link":"https:\/\/www.eurogroupconsulting.com\/en\/cas-client\/reinventer-le-modele-relationnel-pour-booster-lexperience-client-et-la-rentabilite","title":{"rendered":"Reinventing the relationship model to boost customer experience and profitability"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"10473\" class=\"elementor elementor-10473\" data-elementor-post-type=\"cas-client\">\n\t\t\t\t<div class=\"elementor-element elementor-element-da00d88 scroll-section e-flex e-con-boxed e-con e-parent\" data-id=\"da00d88\" data-element_type=\"container\" data-e-type=\"container\" id=\"contexteetenjeux\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-42c17c7 e-con-full e-flex e-con e-child\" data-id=\"42c17c7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6124dff elementor-widget__width-inherit elementor-widget elementor-widget-heading\" data-id=\"6124dff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Face \u00e0 l\u2019usure des mod\u00e8les existants et \u00e0 la pression des acteurs digitaux, la refonte des mod\u00e8les relationnels s\u2019impose comme une priorit\u00e9 strat\u00e9gique<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1d90bc3 e-con-full e-flex e-con e-child\" data-id=\"1d90bc3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-a2c84a1 e-con-full e-flex e-con e-child\" data-id=\"a2c84a1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f794729 elementor-widget elementor-widget-text-editor\" data-id=\"f794729\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul>\n<li>Un mod\u00e8le historique de banque de d\u00e9tail fragilis\u00e9, avec une rentabilit\u00e9 structurellement en retrait et un fonds de commerce en \u00e9rosion\u200b<\/li>\n<li>Des co\u00fbts de service parmi les plus \u00e9lev\u00e9s du march\u00e9, p\u00e9nalis\u00e9s par des processus complexes\u200b<\/li>\n<li>Une satisfaction client en baisse, accentu\u00e9e par une qualit\u00e9 de service per\u00e7ue inf\u00e9rieure au march\u00e9 sur plusieurs canaux et des irritants dans les parcours<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p>Accompagner la banque dans la transformation de son mod\u00e8le relationnel et op\u00e9rationnel. D\u00e9finir et d\u00e9ployer une relation client diff\u00e9renci\u00e9e, optimiser les parcours et processus, et instaurer un pilotage par la valeur pour renforcer \u00e0 la fois la satisfaction client et l\u2019intensit\u00e9 relationnelle ad\u00e9quat\u200b.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7235724 e-con-full e-flex e-con e-child\" data-id=\"7235724\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-74f7d3e e-con-full e-flex e-con e-child\" data-id=\"74f7d3e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-87e61d0 elementor-widget elementor-widget-heading\" data-id=\"87e61d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">\u00ab\u00a0R\u00e9inventer le mod\u00e8le relationnel, c\u2019est faire de la banque un acteur capable de concentrer ses efforts l\u00e0 o\u00f9 ils comptent vraiment : mieux servir les clients et maximiser la valeur qu\u2019ils g\u00e9n\u00e8rent\u00a0\u00bb\n<\/div>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-aed1c8b e-con-full e-flex e-con e-child\" data-id=\"aed1c8b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0a301e2 elementor-widget elementor-widget-heading\" data-id=\"0a301e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">Jean-Marc Guyot<\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-05e1fa5 elementor-widget elementor-widget-heading\" data-id=\"05e1fa5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">Partner<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-112f01e scroll-section e-flex e-con-boxed e-con e-child\" data-id=\"112f01e\" data-element_type=\"container\" data-e-type=\"container\" id=\"accompagnement\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-353ad22 e-con-full e-flex e-con e-child\" data-id=\"353ad22\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-93563b6 elementor-widget__width-inherit elementor-widget elementor-widget-heading\" data-id=\"93563b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Support\nin place<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-489d01d elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"489d01d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Notre \u00e9quipe a d\u00e9ploy\u00e9 une m\u00e9thodologie en collaboration avec les clients, autour de 4 grands axes :\u200b<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6989676 e-con-full e-flex e-con e-child\" data-id=\"6989676\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-b73b9b2 e-con-full e-flex e-con e-child\" data-id=\"b73b9b2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eb47b26 elementor-widget__width-auto elementor-widget elementor-widget-heading\" data-id=\"eb47b26\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">1.<\/div>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9ee06d8 e-con-full e-flex e-con e-child\" data-id=\"9ee06d8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bb4ca59 elementor-widget elementor-widget-heading\" data-id=\"bb4ca59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">D\u00e9cliner la promesse client selon 3 mod\u00e8les relationnels diff\u00e9renci\u00e9s \u200b<\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-26d0dc0 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"26d0dc0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cr\u00e9ation de diff\u00e9rentes modalit\u00e9s relationnelles (acc\u00e8s aux canaux, aux acteurs, et aux offres) selon le client et la valeur qu\u2019il g\u00e9n\u00e8re. \u200b<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5362fd9 e-con-full e-flex e-con e-child\" data-id=\"5362fd9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cefe5d7 elementor-widget__width-auto elementor-widget elementor-widget-heading\" data-id=\"cefe5d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">2.<\/div>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e4896cf e-con-full e-flex e-con e-child\" data-id=\"e4896cf\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-04412c5 elementor-widget elementor-widget-heading\" data-id=\"04412c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">R\u00e9aligner les portefeuilles clients pour correspondre aux nouveaux mod\u00e8les\u200b<\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-363aada elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"363aada\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tR\u00e9affectation en portefeuille conseillers de clients sur l\u2019ensemble du territoire national, sur la base d\u2019une segmentation fine.\u200b\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ede8b1a e-con-full e-flex e-con e-child\" data-id=\"ede8b1a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-c66d9b5 e-con-full e-flex e-con e-child\" data-id=\"c66d9b5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b8128e7 elementor-widget__width-auto elementor-widget elementor-widget-heading\" data-id=\"b8128e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">3.<\/div>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1b8bb88 e-con-full e-flex e-con e-child\" data-id=\"1b8bb88\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b4a2fad elementor-widget elementor-widget-heading\" data-id=\"b4a2fad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">Exp\u00e9rimenter les nouvelles modalit\u00e9s de prise en charge client \u00e0 \u00e9chelle contr\u00f4l\u00e9e\u200b<\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-db19208 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"db19208\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Lancement d&rsquo;une phase d\u2019exp\u00e9rimentation visant \u00e0 tester les nouvelles modalit\u00e9s de prise en charge client et piloter les gains relationnels et business sur environ 15% du r\u00e9seau.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-12fcffd e-con-full e-flex e-con e-child\" data-id=\"12fcffd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2833c3d elementor-widget__width-auto elementor-widget elementor-widget-heading\" data-id=\"2833c3d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">4.<\/div>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-acfae1a e-con-full e-flex e-con e-child\" data-id=\"acfae1a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3cfc238 elementor-widget elementor-widget-heading\" data-id=\"3cfc238\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">Structurer une trajectoire pluriannuelle de transformation du mod\u00e8le relationnel\u200b<\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b321a0a elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"b321a0a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tD\u00e9finition d\u2019une feuille de route \u00e0 horizon 2029 pour p\u00e9renniser la prise en compte de l\u2019\u00e9volution des usages clients, l\u2019int\u00e9gration de nouveaux leviers de prise en charge selon les retours collect\u00e9s et assurer le pilotage de la performance. \u200b\u200b\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4e84bfb scroll-section e-flex e-con-boxed e-con e-child\" data-id=\"4e84bfb\" data-element_type=\"container\" data-e-type=\"container\" id=\"results\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-bc13231 e-con-full e-flex e-con e-child\" data-id=\"bc13231\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c700a66 elementor-widget__width-inherit elementor-widget elementor-widget-heading\" data-id=\"c700a66\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The results<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7db1440 e-con-full e-flex e-con e-child\" data-id=\"7db1440\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-e4f920b e-con-full e-flex e-con e-child\" data-id=\"e4f920b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-77ad141 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"77ad141\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">R\u00e9affectation en portefeuille de <\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-046a171 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"046a171\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">+5M de clients <\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2736a84 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"2736a84\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">r\u00e9partis en 14 clusters, selon le mod\u00e8le relationnel ad\u00e9quat \u200b<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-51f3e96 e-con-full e-flex e-con e-child\" data-id=\"51f3e96\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dca5fd1 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"dca5fd1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">Exp\u00e9rimentation men\u00e9e sur <\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7003da4 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"7003da4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">650K clients<\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b59b6ab elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"b59b6ab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">r\u00e9partis dans 18 territoires, testant les nouvelles modalit\u00e9s de prise en charge\u200b<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-40b83ca e-con-full e-flex e-con e-child\" data-id=\"40b83ca\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-35a78cc elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"35a78cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">R\u00e9duction significative des <\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-327d7bd elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"327d7bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">RDV en agence<\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dfca049 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"dfca049\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">observ\u00e9e sur certaines cibles, au profit de dispositifs \u00e0 distance et en selfcare\u200b<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d01cd6d scroll-section e-flex e-con-boxed e-con e-child\" data-id=\"d01cd6d\" data-element_type=\"container\" data-e-type=\"container\" id=\"etdemain\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1f98eeb e-con-full e-flex e-con e-child\" data-id=\"1f98eeb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4e27990 elementor-widget__width-inherit elementor-widget elementor-widget-heading\" data-id=\"4e27990\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">And tomorrow? <\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ffe4eb5 e-con-full e-flex e-con e-child\" data-id=\"ffe4eb5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3414250 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"3414250\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Suite \u00e0 la phase d\u2019exp\u00e9rimentation men\u00e9e avec succ\u00e8s, la banque pr\u00e9pare d\u00e9sormais le d\u00e9ploiement \u00e0 \u00e9chelle nationale des mod\u00e8les en int\u00e9grant de mani\u00e8re industrialis\u00e9e les nouvelles modalit\u00e9s relationnelles aux outils et aux dispositifs de pilotage. 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