{"id":317,"date":"2026-04-02T12:32:34","date_gmt":"2026-04-02T12:32:34","guid":{"rendered":"https:\/\/www.appuistrategique.fr\/?p=317"},"modified":"2026-04-16T14:16:04","modified_gmt":"2026-04-16T14:16:04","slug":"laddition-1-gerer-50-000-clients-b2b-le-secret-du-churn-positif-chez-mondial-relay","status":"publish","type":"post","link":"https:\/\/www.appuistrategique.fr\/index.php\/2026\/04\/02\/laddition-1-gerer-50-000-clients-b2b-le-secret-du-churn-positif-chez-mondial-relay\/","title":{"rendered":"L&rsquo;Addition #1 : G\u00e9rer 50 000 clients B2B : le secret du \u00ab\u00a0Churn Positif\u00a0\u00bb chez Mondial Relay"},"content":{"rendered":"\n\n\n<p class=\"wp-block-paragraph\">C&rsquo;est le premier num\u00e9ro de \u00ab\u00a0\ud835\udddf&rsquo;\ud835\uddd4\ud835\uddd7\ud835\uddd7\ud835\udddc\ud835\udde7\ud835\udddc\ud835\udde2\ud835\udde1\u00a0\u00bb \u2615\ufe0f.<br>Le principe est simple : un d\u00e9jeuner, un expert, et une id\u00e9e re\u00e7ue, un sujet, une actualit\u00e9 pass\u00e9e au crible.<br><br>Pour ce repas, face \u00e0 moi : <a href=\"https:\/\/www.linkedin.com\/in\/constancedenimal\/\">Constance Denimal<\/a> Denimal, qui pilote le portefeuille \u00ab\u00a0Start\u00a0\u00bb chez <a href=\"https:\/\/www.linkedin.com\/company\/mondial-relay\/\">Mondial Relay<\/a>.<br><br>Son d\u00e9fi donne le vertige : \ud835\udff1\ud835\udfec \ud835\udfec\ud835\udfec\ud835\udfec \ud835\uddf0\ud835\uddf9\ud835\uddf6\ud835\uddf2\ud835\uddfb\ud835\ude01\ud835\ude00 \ud835\uddd5\ud835\udfee\ud835\uddd5 \u00e0 g\u00e9rer avec une \u00e9quipe resserr\u00e9e. Le tout, avec une interdiction formelle de baisser la qualit\u00e9 de service.<br><br>Constance m&rsquo;a partag\u00e9 sa vision d&rsquo;un indicateur qu&rsquo;on redoute tous : le Churn. Sauf que chez elle, il existe un \u00ab\u00a0Churn Positif\u00a0\u00bb (ou Graduation).<br><br>\ud83d\udcc9 Le Churn N\u00e9gatif : Le client r\u00e9silie ou part \u00e0 la concurrence. (\u00c9chec)<br>\ud83d\udcc8 Le Churn Positif : Le client \u00ab\u00a0part\u00a0\u00bb parce qu&rsquo;il a grandi (&gt; 5000 colis).<br><br>Il ne quitte pas l&rsquo;entreprise, il est promu. Il sort du portefeuille \u00ab\u00a0Start\u00a0\u00bb pour rejoindre d\u2019autres \u00e9quipes.<br><br>Son r\u00f4le n&rsquo;est donc pas de retenir les clients dans son p\u00e9rim\u00e8tre \u00e0 tout prix, mais d&rsquo;agir comme une \ud835\uddf6\ud835\uddfb\ud835\uddf0\ud835\ude02\ud835\uddef\ud835\uddee\ud835\ude01\ud835\uddff\ud835\uddf6\ud835\uddf0\ud835\uddf2.<br>Sa victoire, c&rsquo;est quand le client devient plus important, c\u2019est donc du \ud835\uddef\ud835\ude02\ud835\ude00\ud835\uddf6\ud835\uddfb\ud835\uddf2\ud835\ude00\ud835\ude00 \ud835\uddfd\ud835\uddee\ud835\uddff\ud835\ude01\ud835\uddfb\ud835\uddf2\ud835\uddff !<br><br>Mais comment d\u00e9tecter ces p\u00e9pites au milieu de 50 000 comptes sans une arm\u00e9e de commerciaux ?<br><br>C&rsquo;est l\u00e0 que l&rsquo;approche \u00ab\u00a0\ud835\udddb\ud835\uddf6\ud835\uddf4\ud835\uddf5 \ud835\udde7\ud835\uddf2\ud835\uddf0\ud835\uddf5, \ud835\udddb\ud835\uddf6\ud835\uddf4\ud835\uddf5 \ud835\udde7\ud835\uddfc\ud835\ude02\ud835\uddf0\ud835\uddf5\u00a0\u00bb de Constance prend tout son sens :<br>\u2705 La Data comme radar : Les KPIs ne servent pas juste au reporting, mais \u00e0 segmenter<br>\u2705 L&rsquo;Automatisation chaleureuse : Utiliser la tech pour les t\u00e2ches simples, afin de lib\u00e9rer du temps humain pour les moments cl\u00e9s (comme un bilan annuel strat\u00e9gique).<br><br>On oppose souvent \u00ab\u00a0Gestion de masse\u00a0\u00bb et \u00ab\u00a0Proximit\u00e9\u00a0\u00bb. Constance prouve que c&rsquo;est une erreur. Elle pilote un acc\u00e9l\u00e9rateur de croissance.<br><br>Merci Constance pour cet \u00e9change et la d\u00e9couverte de ces services !<br><br>Et vous, vos KPIs servent-ils seulement \u00e0 \u00ab\u00a0reporter\u00a0\u00bb le pass\u00e9, ou \u00e0 d\u00e9clencher les vraies actions de demain ?\ud83d\udc47<br><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Auteur : Arnaud Trenchant<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/posts\/arnaud-trenchant_laddition-customersuccess-activity-7426509895199490048-yuII?utm_source=share&amp;utm_medium=member_desktop&amp;rcm=ACoAAAhgVHwBU83K6hFX7ij_6dC-6isOXF-s-Y4\">Suivre les r\u00e9actions sur LinkedIn <\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n<div class=\"yoast-breadcrumbs\"><span><span><a href=\"https:\/\/www.appuistrategique.fr\/\">Accueil<\/a><\/span> \u00bb <span class=\"breadcrumb_last\" aria-current=\"page\"><strong>L&#8217;Addition #1 : G\u00e9rer 50 000 clients B2B : le secret du &#8220;Churn Positif&#8221; chez Mondial Relay<\/strong><\/span><\/span><\/div>","protected":false},"excerpt":{"rendered":"<p>C&rsquo;est le premier num\u00e9ro de \u00ab\u00a0\ud835\udddf&rsquo;\ud835\uddd4\ud835\uddd7\ud835\uddd7\ud835\udddc\ud835\udde7\ud835\udddc\ud835\udde2\ud835\udde1\u00a0\u00bb \u2615\ufe0f.Le principe est simple : un d\u00e9jeuner, un expert, et une id\u00e9e re\u00e7ue, un sujet, une actualit\u00e9 pass\u00e9e au crible. Pour ce repas, face \u00e0 moi : Constance Denimal Denimal, qui pilote le portefeuille \u00ab\u00a0Start\u00a0\u00bb chez Mondial Relay. Son d\u00e9fi donne le vertige : \ud835\udff1\ud835\udfec \ud835\udfec\ud835\udfec\ud835\udfec \ud835\uddf0\ud835\uddf9\ud835\uddf6\ud835\uddf2\ud835\uddfb\ud835\ude01\ud835\ude00 \ud835\uddd5\ud835\udfee\ud835\uddd5 \u00e0 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"saved_in_kubio":false,"footnotes":""},"categories":[125],"tags":[],"class_list":["post-317","post","type-post","status-publish","format-standard","hentry","category-laddition"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>G\u00e9rer 50 000 clients B2B : Le Churn Positif | Mondial Relay<\/title>\n<meta name=\"description\" content=\"Comment g\u00e9rer 50 000 clients B2B sans perdre en qualit\u00e9 ? 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