Efficy Group Blog: Articles on CRM and Customer Relationship

Helpdesk

Customer experience personalisation: 3 trends to follow in 2021

Personally-relevant content is considered a determining factor by 78% of consumers in their purchase decisions. This means that delivering a personalised customer experience is central[...]

Customer experienceCustomizationOmnichannel

CRM technology

Data analysis: 4 trends to watch in 2019

1 – Data, data and more data! Big Data and predictive and prescriptive analysis Data is omnipresent, and generally imposes significant demands in terms of[...]

Customer experienceCustomizationData

Marketing‚ Sales relationship

Now’s the time to close the gap between Sales and Marketing

The Sales and Marketing departments are, inherently, very closely linked. In practice, however, they sometimes have diametrically opposite approaches to one same customer. These departments[...]

CollaborationProductivityProspecting

CRM technology‚ Helpdesk

Why you need Chatbots for your call centre?

Welcome back! Last week we talked about Customer trust and we gave you tips to turn your waiting lines into a positive customer experience. This[...]

Customer experienceEmotionOmnichannel

Marketing

Customer Satisfaction: what is it, and how do you achieve it?

Wanting to make customers happy seems logical. However, history has shown that customer satisfaction has not always been a special point of focus for businesses.[...]

CRM & ShopCustomer experienceCustomer loyaltyCustomer satisfactionEmotion

Tips & tricks

How does CRM-training benefit the implementation of your CRM-project?

Dave van der Heijden – Trainer at Efficy When you are about to start implementing a CRM-project in your company, many questions need to be[...]

CRM projectCRM tool

Tips & tricks

Change management, key to the success of your CRM project

Change management helps get prepared in undergoing organizational evolutions to reduce and avoid resistance to change. Despite the unquestionable need for it, change often carries[...]

CRM project

Tips & tricks

Travel industry and CRM, final call for customer experience

The travel industry is one of the most competitive global industries, with low profit margins and dominated by a few big players. With customers that[...]

Tourism industry

Marketing‚ Sales relationship

4 tips to turn your waiting lines into a positive customer experience

Who likes queuing? For customers, waiting is a waste of time, and for companies, it’s a risk of losing customers, especially in the retail sector.[...]

CRM & ShopCustomer experienceEmotionProspecting

Marketing

Customer trust for a strong and long-lasting relationship

Customer trust is an essential element in shaping a business strategy. With customers and prospects increasingly volatile, satisfaction alone is not always enough to retain[...]

Customer experienceCustomer loyaltyCustomer satisfactionOmnichannel

CRM technology‚ Helpdesk

Collaborative CRM: what is it and what is its purpose?

CRM software is, by definition, always collaborative. Why, then, are we dedicating a blog article to it? Because it is somewhat of a catchall phrase,[...]

Helpdesk‚ Marketing‚ Sales relationship

Customer Journey, Satisfaction, Experience and Service

These four concepts can be hard to define and hard to distinguish them from one another, and are often used without being clearly understood. While[...]

Customer experienceEmotion

Sales relationship

How to make the most of your business network with gamification

Gamification refers to the use of game-playing techniques in a non-playful context. How, then, can you “gamify” a business network? As we have seen previously,[...]

Banking industryRetail industry

Tips & tricks

The keys to CRM success: training, humility and openness (3/3)

The success of a CRM project depends on a number of factors, such as the CRM solution you choose to work with, how you manage[...]

Tips & tricks

The keys to CRM success: data, budget and ROI (2/3)

The success of a CRM project (Customer Relationship Management project) relies on a number of factors, which come into play at different moments of the[...]

CRM projectCRM toolData

Tips & tricks

The keys to CRM success: people, customers and tools (1/3)

What are the key ingredients of a successful CRM project? This question is as vast as it is critical. The success of your CRM project[...]

CollaborationCRM projectCRM tool

Tips & tricks

Customer Relationship: 5 back-to-school resolutions

September is back, and with it comes the opportunity to implement some good practices. To help you face up to this new season, we thought[...]

CRM projectKPIMobilityOmnichannel

CRM technology

M-CRM: definition, issues and features

In the age of hyper connectivity, the use of mobile Internet has become more widespread and has made its way into the professional sphere. Therefore,[...]

CollaborationIoTMobility

Tips & tricks

Customer Experience: definition & objectives at Efficy CRM

By definition, customer experience is the sum of emotions felt by customers generated both at a specific point in time and cumulatively through their interactions[...]

Customer experienceCustomer loyaltyOmnichannel

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