{"id":10083,"date":"2022-01-26T01:27:16","date_gmt":"2022-01-26T01:27:16","guid":{"rendered":"https:\/\/www.cybermedian.com\/fr\/?p=10083"},"modified":"2026-04-20T09:13:22","modified_gmt":"2026-04-20T09:13:22","slug":"ameliorez-lexperience-client-avec-la-carte-du-parcours-client","status":"publish","type":"post","link":"https:\/\/www.cybermedian.com\/fr\/improve-customer-experience-with-customer-journey-map\/","title":{"rendered":"Am\u00e9liorez l&#8217;exp\u00e9rience client avec la carte du parcours client"},"content":{"rendered":"<ul class=\"postList\">\n<li id=\"2f61\" class=\"graf graf--li graf-after--h3\">Est-ce que de bons produits et services, les clients ne sont toujours pas satisfaits, la fid\u00e9lit\u00e9 est encore tr\u00e8s faible\u00a0?<\/li>\n<li id=\"cc52\" class=\"graf graf--li graf-after--li\">Les d\u00e9lais d&#8217;attente pour les clients sont encore longs, demander de l&#8217;aide est toujours difficile, il n&#8217;y a pas d&#8217;exp\u00e9rience dans le processus d&#8217;achat, il n&#8217;y a pas de point lumineux\u2026<\/li>\n<li id=\"c42c\" class=\"graf graf--li graf-after--li\">Peu importe la qualit\u00e9 du service, il est toujours m\u00e9diocre?<\/li>\n<\/ul>\n<h3 id=\"d515\" class=\"graf graf--h3 graf-after--li\"><span id=\"What_is_Customer_Journey\">Qu&#8217;est-ce que le parcours client\u00a0?<\/span><\/h3>\n<blockquote id=\"6346\" class=\"graf graf--blockquote graf-after--h3\"><p>En ce qui concerne le processus des consommateurs, de la connaissance du produit \u00e0 l&#8217;achat du produit en tant que parcours, on l&#8217;appelle le &#8220;parcours d&#8217;exp\u00e9rience client&#8221;.<\/p><\/blockquote>\n<p id=\"7482\" class=\"graf graf--p graf-after--blockquote\">La carte du parcours client peut \u00eatre utilis\u00e9e pour d\u00e9crire l&#8217;histoire d&#8217;un certain r\u00f4le client dans un sc\u00e9nario sp\u00e9cifique.\u00a0Inclure les clients d\u00e8s le premier contact avec le produit, toucher les diff\u00e9rents points de contact du produit et mettre fin \u00e0 l&#8217;utilisation du produit \u00e0 la fin.<\/p>\n<p id=\"163f\" class=\"graf graf--p graf-after--p\">Il peut clarifier les principaux canaux d&#8217;interaction entre le client et le produit, et en observant et en analysant le comportement, les pens\u00e9es et les \u00e9motions de l&#8217;utilisateur \u00e0 diff\u00e9rentes \u00e9tapes, il peut aider \u00e0 optimiser le processus du produit et \u00e0 r\u00e9soudre les points faibles.<\/p>\n<p id=\"1fe8\" class=\"graf graf--p graf-after--p\">La carte du parcours client vous aide \u00e0 renouer avec vos clients, \u00e0 repenser votre parcours client et \u00e0 garantir que nous atteignons chaque client avec une exp\u00e9rience client exceptionnelle.<\/p>\n<blockquote id=\"f029\" class=\"graf graf--blockquote graf-after--p\"><p>Une cartographie du parcours client est une visualisation du processus suivi par une personne pour atteindre un objectif.\u00a0Il est utilis\u00e9 pour comprendre et r\u00e9soudre les besoins et les points faibles des clients.<\/p><\/blockquote>\n<h3 id=\"5372\" class=\"graf graf--h3 graf-after--blockquote\"><span id=\"An_Example_of_The_Customer_Journey\">Un exemple de parcours client<\/span><\/h3>\n<p id=\"ec8f\" class=\"graf graf--p graf-after--h3\">Voici un exemple simple pour illustrer ce que l&#8217;on entend par \u00ab\u00a0parcours d&#8217;exp\u00e9rience client\u00a0\u00bb.<\/p>\n<figure id=\"4e86\" class=\"graf graf--figure graf-after--p\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0nHORdj95HPhVTnUn.jpg\" data-image-id=\"0*nHORdj95HPhVTnUn.jpg\" data-width=\"1980\" data-height=\"990\" data-is-featured=\"true\" \/><\/figure>\n<ol class=\"postList\">\n<li id=\"c128\" class=\"graf graf--li graf-after--figure\">La temp\u00e9rature baisse, et le froid arrive petit \u00e0 petit.<\/li>\n<li id=\"504e\" class=\"graf graf--li graf-after--li\">Je veux acheter une veste d&#8217;hiver.<\/li>\n<li id=\"45e0\" class=\"graf graf--li graf-after--li\">J&#8217;ai cherch\u00e9 dans une certaine boutique en ligne et j&#8217;ai trouv\u00e9 quelques produits satisfaisants, le prix est tomb\u00e9 entre 400 $ et 500 $<\/li>\n<li id=\"f6b6\" class=\"graf graf--li graf-after--li\">Je magasine et consulte d&#8217;autres sites d&#8217;achat pour voir si le m\u00eame article est moins cher<\/li>\n<li id=\"866d\" class=\"graf graf--li graf-after--li\">Enfin, je suis retourn\u00e9 \u00e0 la boutique en ligne d&#8217;origine pour passer une commande et j&#8217;ai achet\u00e9 une veste pour 400 $<\/li>\n<li id=\"f93b\" class=\"graf graf--li graf-after--li\">Apr\u00e8s la livraison, j&#8217;ai senti que la texture et la couleur ne diff\u00e9raient pas des photos sur Internet, et je la portais. Elle est confortable et chaude.\u00a0La prochaine fois que j&#8217;ach\u00e8terai de nouveaux v\u00eatements, je pr\u00e9vois de les acheter dans le m\u00eame magasin<\/li>\n<\/ol>\n<h3 id=\"5590\" class=\"graf graf--h3 graf-after--li\"><span id=\"The_Elements_of_Customer_Journey_Map\">Les \u00e9l\u00e9ments de la carte du parcours client<\/span><\/h3>\n<h3 id=\"35ed\" class=\"graf graf--h3 graf-after--h3\"><span id=\"Steps_for_Creating_Customer_Journey_Map\">\u00c9tapes pour cr\u00e9er une carte du parcours client<\/span><\/h3>\n<p id=\"7d09\" class=\"graf graf--p graf-after--h3\">J&#8217;ai \u00e9num\u00e9r\u00e9 six \u00e9tapes simples pour effectuer une\u00a0\u00a0<a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/www.visual-paradigm.com\/solution\/customer-experience\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/www.visual-paradigm.com\/solution\/customer-experience\/customer-journey-mapping\/\">cartographie du parcours client<\/a><\/p>\n<ol class=\"postList\">\n<li id=\"e2df\" class=\"graf graf--li graf-after--p\"><strong class=\"markup--strong markup--li-strong\">Invitez les parties prenantes \u00e0 participer\u200a<\/strong>\u00a0\u2014 De nombreux services et flux de travail internes ne sont pas con\u00e7us pour rendre les clients plus confortables et pratiques pendant le parcours au d\u00e9but de la conception.\u00a0Par cons\u00e9quent, avant la conception, toutes les parties prenantes (y compris le contact direct avec les clients et les membres de l&#8217;assistance en coulisses) doivent r\u00e9fl\u00e9chir et travailler ensemble pour changer afin que les clients puissent profiter du voyage.<\/li>\n<li id=\"9460\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Trouvez la client\u00e8le cible<\/strong>\u00a0\u200a- Chaque client a son propre parcours client unique, et ce qu&#8217;il aime, se soucie et d\u00e9teste dans le parcours est diff\u00e9rent.\u00a0Dans le processus de conception, nous devons d&#8217;abord comprendre les caract\u00e9ristiques du groupe de clients cibles, ce qu&#8217;ils aiment, ce qu&#8217;ils n&#8217;aiment pas, ce dont ils ne se soucient pas, puis concevoir le parcours client qui leur convient en fonction de ces caract\u00e9ristiques.\u00a0Pour certains de nos clients les plus appr\u00e9ci\u00e9s, nous devrions accorder la priorit\u00e9 \u00e0 la facilit\u00e9 et au confort de leur voyage.<\/li>\n<li id=\"e5d9\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Cr\u00e9er la carte du parcours client<\/strong>\u00a0\u200a\u2014 Le parcours client est g\u00e9n\u00e9ralement tr\u00e8s long et complexe, avec des dizaines voire des centaines de points de contact, auxquels participent diff\u00e9rentes \u00e9quipes, d\u00e9partements et canaux de l&#8217;entreprise.\u00a0Avant de d\u00e9terminer quels points de contact sont les plus pr\u00e9occup\u00e9s ou insatisfaits par les clients, il est \u00e9galement judicieux de d\u00e9crire d&#8217;abord le parcours global.\u00a0Nous appelons cela une carte du parcours client.<\/li>\n<li id=\"1eb7\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Identifiez les pr\u00e9occupations, la joie et la douleur des clients\u200a<\/strong>\u00a0&#8211; La meilleure fa\u00e7on de trouver les pr\u00e9occupations et les points faibles des clients est de leur demander directement ou de demander aux personnes qui sont fr\u00e9quemment en contact avec les clients.\u00a0Certaines m\u00e9thodes pour comprendre les pr\u00e9occupations et les points faibles des clients comprennent des entretiens approfondis, des entretiens avec les employ\u00e9s et une analyse de cas client.<\/li>\n<li id=\"880d\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Examinez les r\u00e9sultats et reconcevez le parcours client<\/strong>\u00a0\u200a\u2014 Apr\u00e8s les enqu\u00eates, les parties prenantes ont une meilleure compr\u00e9hension des parcours et des aspirations des clients, et une compr\u00e9hension des pr\u00e9f\u00e9rences, des pr\u00e9occupations et des points faibles des clients est encore plus critique.\u00a0Une fois le consensus termin\u00e9, nous pouvons commencer \u00e0 repenser le parcours client pour supprimer les points faibles et ajouter des points \u00e0 valeur ajout\u00e9e au parcours client.\u00a0Dans le processus de refonte, des animateurs professionnels peuvent aider l&#8217;\u00e9quipe \u00e0 stimuler la cr\u00e9ativit\u00e9 et \u00e0 prendre des d\u00e9cisions.<\/li>\n<li id=\"e4b7\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">M\u00e9canisme d&#8217;examen, de mesure et de renforcement r\u00e9guliers pour am\u00e9liorer le parcours client<\/strong>\u00a0\u200a\u2014 Les m\u00e9canismes de mesure et de renforcement sont au c\u0153ur de l&#8217;offre d&#8217;une exp\u00e9rience client compl\u00e8te.\u00a0La cl\u00e9 du succ\u00e8s est d&#8217;\u00e9tablir un r\u00e9f\u00e9rentiel d&#8217;indicateurs de mesure, et d&#8217;avoir une personne d\u00e9di\u00e9e charg\u00e9e d&#8217;am\u00e9liorer l&#8217;ensemble du parcours client et d&#8217;en r\u00e9soudre les difficult\u00e9s.<\/li>\n<\/ol>\n<h3 id=\"a55c\" class=\"graf graf--h3 graf-after--li\"><span id=\"Create_Customer_Journey_Map_using_Online_Tool\">Cr\u00e9er une carte du parcours client \u00e0 l&#8217;aide de l&#8217;outil en ligne<\/span><\/h3>\n<p id=\"5a4d\" class=\"graf graf--p graf-after--h3\">Visual Paradigm Online (VP Online) est un logiciel de diagramme en ligne qui prend en charge la cartographie du parcours client, divers graphiques, UML, organigramme, diagramme en rack, organigramme, arbre g\u00e9n\u00e9alogique, ERD, plan d&#8217;\u00e9tage, etc.<\/p>\n<h4 id=\"ddfd\" class=\"graf graf--h4 graf-after--p\"><span id=\"Customer_Journey_Map_Templates_and_Examples\">Mod\u00e8les et exemples de cartes de parcours client\u00a0:<\/span><\/h4>\n<figure id=\"fd94\" class=\"graf graf--figure graf-after--h4\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0bvnahNlZS8B-_8dQ.png\" data-image-id=\"0*bvnahNlZS8B-_8dQ.png\" data-width=\"1192\" data-height=\"630\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"c5d4\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Customer%20Journey%20Mapping&amp;template=\/repository\/d2074db4-7801-450f-9d20-e9c4d4f73b60.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Customer%20Journey%20Mapping&amp;template=\/repository\/d2074db4-7801-450f-9d20-e9c4d4f73b60.xml\">Cartographie du parcours client<\/a><\/li>\n<\/ul>\n<figure id=\"b8b2\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0iE1Hh0MfLmIr6APh.png\" data-image-id=\"0*iE1Hh0MfLmIr6APh.png\" data-width=\"1346\" data-height=\"760\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"81c7\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Travel%20Agency&amp;template=\/repository\/829fa14d-7ca1-4443-90d7-d6da6deace3c.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Travel%20Agency&amp;template=\/repository\/829fa14d-7ca1-4443-90d7-d6da6deace3c.xml\">Agence de voyage en ligne<\/a><\/li>\n<\/ul>\n<figure id=\"8f44\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0Yqh11qz2l_jKBTaB.png\" data-image-id=\"0*Yqh11qz2l_jKBTaB.png\" data-width=\"1378\" data-height=\"979\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"0512\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Shop&amp;template=\/repository\/302c3f5a-5392-4d69-a68d-dadd0887573e.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Shop&amp;template=\/repository\/302c3f5a-5392-4d69-a68d-dadd0887573e.xml\">Magasin en ligne<\/a><\/li>\n<\/ul>\n<figure id=\"3265\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0pylebl1nf7icVajA.png\" data-image-id=\"0*pylebl1nf7icVajA.png\" data-width=\"1192\" data-height=\"980\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"a726\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Banking%20Password%20Recovery&amp;template=\/repository\/3857f8b2-9a6e-4be5-b9e6-2aeafb40bcf3.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Banking%20Password%20Recovery&amp;template=\/repository\/3857f8b2-9a6e-4be5-b9e6-2aeafb40bcf3.xml\">R\u00e9cup\u00e9ration de mot de passe bancaire en ligne<\/a><\/li>\n<\/ul>\n<figure id=\"568d\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0aLH3zEl_DcQm8rVM.png\" data-image-id=\"0*aLH3zEl_DcQm8rVM.png\" data-width=\"962\" data-height=\"866\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"9552\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=On-site%20Oven%20Repair%20Service&amp;template=\/repository\/3d5809f5-2f81-441d-bfa8-48588cb13d31.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=On-site%20Oven%20Repair%20Service&amp;template=\/repository\/3d5809f5-2f81-441d-bfa8-48588cb13d31.xml\">Service de r\u00e9paration de four sur place<\/a><\/li>\n<\/ul>\n<figure id=\"c05e\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0Ic0nqOGSQo1hQ2FL.png\" data-image-id=\"0*Ic0nqOGSQo1hQ2FL.png\" data-width=\"1192\" data-height=\"912\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"8a5e\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Library&amp;template=\/repository\/1c35e517-6b8a-47b0-a9b9-ba77ea4a1205.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Library&amp;template=\/repository\/1c35e517-6b8a-47b0-a9b9-ba77ea4a1205.xml\">Biblioth\u00e8que<\/a><\/li>\n<\/ul>\n<figure id=\"ea4f\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0VFSJGXhSuWKyi8lP.png\" data-image-id=\"0*VFSJGXhSuWKyi8lP.png\" data-width=\"1192\" data-height=\"822\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"f7db\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Hospital&amp;template=\/repository\/191de27f-61f0-4d3e-b2b4-63d72c40ec97.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Hospital&amp;template=\/repository\/191de27f-61f0-4d3e-b2b4-63d72c40ec97.xml\">H\u00f4pital<\/a><\/li>\n<\/ul>\n<figure id=\"4a78\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0IA43izuyY3KQVyHH.png\" data-image-id=\"0*IA43izuyY3KQVyHH.png\" data-width=\"1652\" data-height=\"786\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"07fe\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=General%20Sales%20Lifecycle%20Template%202&amp;template=\/repository\/fa600a39-b7b1-49a4-a4a3-adcd6f4e8f24.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=General%20Sales%20Lifecycle%20Template%202&amp;template=\/repository\/fa600a39-b7b1-49a4-a4a3-adcd6f4e8f24.xml\">Mod\u00e8le de cycle de vie des ventes g\u00e9n\u00e9rales\u00a02<\/a><\/li>\n<\/ul>\n<figure id=\"3318\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0zfGLjbI_CaC4a5av.png\" data-image-id=\"0*zfGLjbI_CaC4a5av.png\" data-width=\"1652\" data-height=\"746\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"35a8\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=General%20Sales%20Lifecycle%20Template&amp;template=\/repository\/31d09e62-dcde-42be-ace4-20b6e23cf68b.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=General%20Sales%20Lifecycle%20Template&amp;template=\/repository\/31d09e62-dcde-42be-ace4-20b6e23cf68b.xml\">Mod\u00e8le de cycle de vie des ventes g\u00e9n\u00e9rales<\/a><\/li>\n<\/ul>\n<figure id=\"5646\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0obvxvdqqHolKs296.png\" data-image-id=\"0*obvxvdqqHolKs296.png\" data-width=\"1192\" data-height=\"1134\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"94ea\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Detailed%20Customer%20Journey%20Map%20Template&amp;template=\/repository\/71c89058-9ba9-43ab-9bea-12a87a85e61c.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Detailed%20Customer%20Journey%20Map%20Template&amp;template=\/repository\/71c89058-9ba9-43ab-9bea-12a87a85e61c.xml\">Mod\u00e8le de carte d\u00e9taill\u00e9e du parcours client<\/a><\/li>\n<\/ul>\n<figure id=\"9b3f\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0PyWHifzQOBi730vr.png\" data-image-id=\"0*PyWHifzQOBi730vr.png\" data-width=\"1652\" data-height=\"948\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"5d3d\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Car%20Purchase&amp;template=\/repository\/c0704f38-8661-4f2a-8a0d-f1887de05d18.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Car%20Purchase&amp;template=\/repository\/c0704f38-8661-4f2a-8a0d-f1887de05d18.xml\">Achat de voiture<\/a><\/li>\n<\/ul>\n<figure id=\"7a8f\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0kd9ZAv8Z7LigyfL8.png\" data-image-id=\"0*kd9ZAv8Z7LigyfL8.png\" data-width=\"1422\" data-height=\"900\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"8216\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Buy%20TV%20Online&amp;template=\/repository\/92478c9d-bf20-437e-8db9-85abbb712605.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Buy%20TV%20Online&amp;template=\/repository\/92478c9d-bf20-437e-8db9-85abbb712605.xml\">Acheter la t\u00e9l\u00e9vision en ligne<\/a><\/li>\n<\/ul>\n<figure id=\"05b3\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0ohShGHsR0qw3nId0.png\" data-image-id=\"0*ohShGHsR0qw3nId0.png\" data-width=\"1192\" data-height=\"630\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"1729\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Basic%20Customer%20Journey%20Map%20Template&amp;template=\/repository\/197e09d9-beda-4071-9345-2f7751725d84.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Basic%20Customer%20Journey%20Map%20Template&amp;template=\/repository\/197e09d9-beda-4071-9345-2f7751725d84.xml\">Mod\u00e8le de carte de parcours client de base<\/a><\/li>\n<\/ul>\n<figure id=\"3883\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0uQ0wLVbZ9eOJ_qDF.png\" data-image-id=\"0*uQ0wLVbZ9eOJ_qDF.png\" data-width=\"962\" data-height=\"536\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"e025\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Sales%20Support&amp;template=\/repository\/0e5c47bb-164c-4948-b205-d0e655714849.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Sales%20Support&amp;template=\/repository\/0e5c47bb-164c-4948-b205-d0e655714849.xml\">Soutien aux ventes<\/a><\/li>\n<\/ul>\n<figure id=\"29e3\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0Jdc1k2DEUNsLmnHy.png\" data-image-id=\"0*Jdc1k2DEUNsLmnHy.png\" data-width=\"1192\" data-height=\"714\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"41de\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Standard%20Customer%20Journey%20Map%20Template&amp;template=\/repository\/6c0510fa-8947-4a5e-acc2-826b88f52ed0.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Standard%20Customer%20Journey%20Map%20Template&amp;template=\/repository\/6c0510fa-8947-4a5e-acc2-826b88f52ed0.xml\">Mod\u00e8le de carte de parcours client standard<\/a><\/li>\n<\/ul>\n<figure id=\"a600\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/wp-content\/uploads\/2022\/01\/0TkkT_JoQNVpPbu8Y.png\" data-image-id=\"0*TkkT_JoQNVpPbu8Y.png\" data-width=\"1192\" data-height=\"660\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"7d0c\" class=\"graf graf--li graf-after--figure graf--trailing\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Touchpoints%20Templates&amp;template=\/repository\/0ba84bab-1896-4a43-8381-c9260deb120b.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Touchpoints%20Templates&amp;template=\/repository\/0ba84bab-1896-4a43-8381-c9260deb120b.xml\">Mod\u00e8les de points de contact<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>La carte du parcours client peut \u00eatre utilis\u00e9e pour d\u00e9crire l&#8217;histoire d&#8217;un certain r\u00f4le de client dans un sc\u00e9nario sp\u00e9cifique. Il s&#8217;agit d&#8217;inclure les clients depuis le premier contact avec le produit, en passant par les diff\u00e9rents points de contact du produit, jusqu&#8217;\u00e0 la fin de l&#8217;utilisation du produit.<\/p>\n","protected":false},"author":5,"featured_media":10085,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"","footnotes":""},"categories":[11,13,15],"tags":[],"class_list":["post-10083","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-lean-approach","category-online-diagrams","category-strategic-planning"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Am\u00e9liorez l&#039;exp\u00e9rience client avec la carte du parcours client - Cyberm\u00e9diane<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cybermedian.com\/fr\/improve-customer-experience-with-customer-journey-map\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Am\u00e9liorez l&#039;exp\u00e9rience client avec la carte du parcours client - Cyberm\u00e9diane\" \/>\n<meta property=\"og:description\" content=\"La carte du parcours client peut \u00eatre utilis\u00e9e pour d\u00e9crire l&#039;histoire d&#039;un certain r\u00f4le de client dans un sc\u00e9nario sp\u00e9cifique. 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