{"id":1867,"date":"2012-05-31T08:16:41","date_gmt":"2012-05-31T07:16:41","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=1867"},"modified":"2015-02-24T12:01:34","modified_gmt":"2015-02-24T11:01:34","slug":"apporter-de-la-valeur-sans-discriminer-le-paradoxe-des-gestionnaires-dinfrastructures","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2012\/05\/apporter-de-la-valeur-sans-discriminer-le-paradoxe-des-gestionnaires-dinfrastructures\/","title":{"rendered":"Apporter de la valeur sans discriminer : le paradoxe des gestionnaires d\u2019infrastructures"},"content":{"rendered":"<h2>Le nouveau monde des infrastructures<\/h2>\n<p>Les gestionnaires d\u2019infrastructures \u00e9nerg\u00e9tiques (RTE, GRTgaz, ERDF, GrDF, TIGF\u2026) ont clairement \u00e9t\u00e9 s\u00e9par\u00e9s des commercialisateurs d\u2019\u00e9nergie par trois directives europ\u00e9ennes successives ces derni\u00e8res ann\u00e9es. Ils appartiennent au monde r\u00e9gul\u00e9, c\u2019est-\u00e0-dire qu\u2019ils op\u00e8rent un service public. \u00c0 ce titre, ils sont soumis \u00e0 des contraintes r\u00e9glementaires fortes contr\u00f4l\u00e9es par la CRE<a href=\"http:\/\/www.solucominsight.fr\/2012\/05\/apporter-de-la-valeur-sans-discriminer-le-paradoxe-des-gestionnaires-dinfrastructures#CRE\">[1]<\/a> et ont le devoir de servir tous leurs clients sans discrimination.<\/p>\n<h2>Des clients aux profils vari\u00e9s\u2026<\/h2>\n<p>Tous leurs clients ne se ressemblent pourtant pas et n\u2019ont pas les m\u00eames besoins. Certes, il s\u2019agit de clients \u00ab\u00a0entreprises\u00a0\u00bb (mod\u00e8le en \u00ab\u00a0B to B\u00a0\u00bb) qui r\u00e9mun\u00e8rent les gestionnaires d\u2019infrastructures pour le service d\u2019acheminement ou pour le service de raccordement direct de leurs installations industrielles sur le r\u00e9seau (car leurs sites industriels consomment beaucoup d\u2019\u00e9nergie). Mais la comparaison s\u2019arr\u00eate l\u00e0, entre un industriel raccord\u00e9 au r\u00e9seau, une entreprise de n\u00e9goce en \u00e9nergie bas\u00e9e \u00e0 Paris ou Londres et un grand groupe qui est en m\u00eame temps commercialisateur et consommateur d\u2019\u00e9nergie (c\u2019est le cas par exemple pour un groupe \u00ab\u00a0\u00e9nerg\u00e9ticien\u00a0\u00bb qui produit lui-m\u00eame l\u2019\u00e9lectricit\u00e9 qu\u2019il va vendre\u00a0: il est raccord\u00e9 au r\u00e9seau \u00e9lectrique et paye pour ce raccordement comme pour l\u2019acheminement\u00a0; s\u2019il produit son \u00e9lectricit\u00e9 \u00e0 partir de gaz, il sera de plus raccord\u00e9 au r\u00e9seau gazier et paiera l\u00e0 aussi le raccordement et l\u2019acheminement).<\/p>\n<h2>Le paradoxe du sur-mesure non-discriminant<\/h2>\n<p>Les gestionnaires d\u2019infrastructures sont traditionnellement mal \u00e0 l\u2019aise face au paradoxe d\u2019une relation client \u00ab\u00a0sur mesure\u00a0\u00bb mais non discriminante<a title=\"\" href=\"file:\/\/\/C:\/Users\/andrem\/AppData\/Local\/Microsoft\/Windows\/Temporary%20Internet%20Files\/Content.Outlook\/3X5QDOR6\/Solucom%20Insight%20article%20GC%20infrastructures%202012%2005%2030.doc#_ftn2\">[2]<\/a>. Mais \u00e9quit\u00e9 de traitement ne signifie pas uniformit\u00e9 de moyens allou\u00e9s \u00e0 la relation client. Au contraire.<\/p>\n<p>Le principe de non discrimination se mesure <strong>\u00e0<\/strong> <strong>la valeur ajout\u00e9e apport\u00e9e au client<\/strong> ainsi qu\u2019\u00e0 la <strong>qualit\u00e9 de service per\u00e7ue <\/strong>par ceux-ci. En cons\u00e9quence, pour assurer un niveau de valeur ajout\u00e9e et de qualit\u00e9 per\u00e7ue identiques pour l\u2019ensemble de leurs clients, les op\u00e9rateurs d\u2019infrastructures doivent fournir <strong>des services adapt\u00e9s<\/strong>, et donc diff\u00e9rents, en fonction des clients.<\/p>\n<p>Un op\u00e9rateur a par exemple mis en place avec notre aide une organisation d\u00e9di\u00e9e \u00e0 ses grands comptes. Pour ces clients, \u00e0 la fois exp\u00e9diteurs et consommateurs d\u2019\u00e9nergie, il est n\u00e9cessaire de r\u00e9pondre \u00e0 des enjeux et des besoins li\u00e9s entre eux mais exprim\u00e9s par des entit\u00e9s tr\u00e8s \u00e9loign\u00e9es les unes des autres (ces clients sont des grands groupes de milliers ou dizaine de milliers de personnes).<\/p>\n<h2>Les grands comptes<\/h2>\n<p>Qu\u2019est-ce qu\u2019une d\u00e9marche grand compte pour un gestionnaire d\u2019infrastructures\u00a0? Le gestionnaire d\u2019infrastructures\u00a0qui a identifi\u00e9 des grands comptes cherche \u00e0 devenir leur fournisseur id\u00e9al. Pour atteindre cette position, il doit \u00eatre pr\u00eat pour chacun de ces clients \u00e0\u00a0:<\/p>\n<ul>\n<li>nommer un responsable unique qui garantit une d\u00e9marche globale et coh\u00e9rente,<\/li>\n<li>d\u00e9passer le mode d\u2019organisation classique par fonction au profit d\u2019une organisation en miroir \u00e0 l\u2019\u00e9chelle nationale ou internationale du client,<\/li>\n<li>faire \u00e9voluer ses syst\u00e8mes d\u2019information pour mieux conna\u00eetre le client ou lui apporter des services innovants,<\/li>\n<li>mettre en place une relation adapt\u00e9e qui se traduit notamment\u00a0par un plan de compte<a title=\"\" href=\"file:\/\/\/C:\/Users\/andrem\/AppData\/Local\/Microsoft\/Windows\/Temporary%20Internet%20Files\/Content.Outlook\/3X5QDOR6\/Solucom%20Insight%20article%20GC%20infrastructures%202012%2005%2030.doc#_ftn3\">[3]<\/a>.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Un grand compte repr\u00e9sente un march\u00e9 en tant que tel. \u00c0 ce titre, un marketing \u00ab\u00a0one to one\u00a0\u00bb doit \u00eatre mis en place. <strong>Pour un grand compte, un fournisseur doit en effet \u00eatre pr\u00eat \u00e0 infl\u00e9chir ses offres et sa strat\u00e9gie relationnelle.<\/strong><\/p>\n<p>Une derni\u00e8re cat\u00e9gorie de \u00ab\u00a0grands comptes\u00a0\u00bb int\u00e9resse aussi les op\u00e9rateurs, sans \u00eatre pourtant des clients\u00a0: il s\u2019agit des collectivit\u00e9s territoriales, parce qu\u2019elles ont leur mot \u00e0 dire dans l\u2019entretien et le d\u00e9veloppement des infrastructures sur leurs territoires et parce qu\u2019elles participent \u00e0 la d\u00e9finition des politiques \u00e9nerg\u00e9tiques qui impactent les gestionnaires ensuite\u00a0(par exemple les PCET locaux ou les SRCAE en r\u00e9gion). L\u00e0 aussi, une d\u00e9marche sp\u00e9cifique a tout son int\u00e9r\u00eat.<\/p>\n<p>Adopter une d\u00e9marche \u00ab\u00a0clients grands comptes\u00a0\u00bb participe donc de la r\u00e9solution de ce dilemme\u00a0: diff\u00e9rencier sans discriminer. \u00a0Par la mise en \u0153uvre d&#8217;une organisation adapt\u00e9e,\u00a0 les op\u00e9rateurs d\u2019infrastructures s\u2019assurent la fid\u00e9lisation de leurs clients grands comptes.<\/p>\n<div><br clear=\"all\" \/><\/p>\n<hr align=\"left\" size=\"1\" width=\"33%\" \/>\n<div>\n<p>[1] <a id=\"CRE\"><\/a>CRE\u00a0(Commission de R\u00e9gulation de l\u2019Energie)\u00a0: autorit\u00e9 administrative ind\u00e9pendante charg\u00e9e de veiller au bon fonctionnement des march\u00e9s de l&#8217;\u00e9lectricit\u00e9 et du gaz en France\u00a0: <a href=\"http:\/\/www.cre.fr\/\">http:\/\/www.cre.fr\/<\/a><\/p>\n<\/div>\n<div>\n<p><a title=\"\" href=\"file:\/\/\/C:\/Users\/andrem\/AppData\/Local\/Microsoft\/Windows\/Temporary%20Internet%20Files\/Content.Outlook\/3X5QDOR6\/Solucom%20Insight%20article%20GC%20infrastructures%202012%2005%2030.doc#_ftnref2\">[2]<\/a> Les op\u00e9rateurs d\u2019infrastructures ont l\u2019obligation d\u2019assurer des conditions transparentes, objectives et non discriminatoires d\u2019acc\u00e8s aux r\u00e9seaux de transport et de distribution de gaz et d\u2019\u00e9lectricit\u00e9\u00a0: <a href=\"http:\/\/www.cre.fr\/reseaux\/principes\/acces-non-discriminatoire-et-independance\">http:\/\/www.cre.fr\/reseaux\/principes\/acces-non-discriminatoire-et-independance<\/a><\/p>\n<\/div>\n<div>\n<p><a title=\"\" href=\"file:\/\/\/C:\/Users\/andrem\/AppData\/Local\/Microsoft\/Windows\/Temporary%20Internet%20Files\/Content.Outlook\/3X5QDOR6\/Solucom%20Insight%20article%20GC%20infrastructures%202012%2005%2030.doc#_ftnref3\">[3]<\/a>\u00a0 Plan de compte\u00a0: document r\u00e9dig\u00e9 annuellement regroupant le diagnostic des enjeux du client, les objectifs du fournisseur et le plan d\u2019actions associ\u00e9.<\/p>\n<p>Pour lire plus d&#8217;articles sur le secteur de l&#8217;\u00e9nergie, <a href=\"http:\/\/www.energystream-solucom.fr\/\" target=\"_blank\">cliquez ici<\/a>.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Le nouveau monde des infrastructures Les gestionnaires d\u2019infrastructures \u00e9nerg\u00e9tiques (RTE, GRTgaz, ERDF, GrDF, TIGF\u2026) ont clairement \u00e9t\u00e9 s\u00e9par\u00e9s des commercialisateurs d\u2019\u00e9nergie par trois directives europ\u00e9ennes successives ces derni\u00e8res ann\u00e9es. Ils appartiennent au monde r\u00e9gul\u00e9, c\u2019est-\u00e0-dire qu\u2019ils op\u00e8rent un service public&#8230;.<\/p>\n","protected":false},"author":53,"featured_media":3381,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[40,32],"tags":[490,489,300,491,487,488],"coauthors":[949],"class_list":["post-1867","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-energie-utilities","category-marketing-relation-client","tag-discriminatoire","tag-distributeur","tag-energie","tag-gestionnaire-dinfrastructures","tag-grands-comptes","tag-transporteur"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Apporter de la valeur sans discriminer : le paradoxe des gestionnaires d\u2019infrastructures - RiskInsight<\/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.riskinsight-wavestone.com\/en\/2012\/05\/apporter-de-la-valeur-sans-discriminer-le-paradoxe-des-gestionnaires-dinfrastructures\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Apporter de la valeur sans discriminer : le paradoxe des gestionnaires d\u2019infrastructures - RiskInsight\" \/>\n<meta property=\"og:description\" content=\"Le nouveau monde des infrastructures Les gestionnaires d\u2019infrastructures \u00e9nerg\u00e9tiques (RTE, GRTgaz, ERDF, GrDF, TIGF\u2026) ont clairement \u00e9t\u00e9 s\u00e9par\u00e9s des commercialisateurs d\u2019\u00e9nergie par trois directives europ\u00e9ennes successives ces derni\u00e8res ann\u00e9es. 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