Efficy Group Blog: Articles on CRM and Customer Relationship

Marketing‚ Sales relationship

The 5 steps for optimising your Customer Journey

The Customer Journey covers the sum of all the points of contact your customers have with your company, from the first interaction, through a request[...]

Customer experienceCustomizationData

Helpdesk

Customer experience personalisation: 3 trends to follow-up

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

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

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

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

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

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

Tips & tricks

CRM project: the 10 mistakes to avoid

When implemented efficiently, a CRM solution provides an undeniable competitive advantage for a company. It enables the company to streamline its work processes and ensures[...]

CRM project

Helpdesk

Manage your After Sales Service with Efficy CRM

With Efficy CRM, you can manage your tickets and bring your lost customers back An unhappy customer? A complaint because of a technical problem? Thanks[...]

CollaborationCRM toolCustomer satisfaction

Marketing

CRM and digital transformation: why adapt your customer Relationship?

9 out of 10 French consumers expect extended customer service hours and multiple points of contact. However, can Customer Relationship adapt to these new uses?[...]

DigitizationOmnichannel

Sales relationship

Pokemon Go, what there is to learn from the phenomenon

Pete Jenkins, Gamification expert, explains the 5 keys to the success of Pokemon GO and the lessons to draw from it How could Pokemon Go[...]

Customer experienceEmotionOmnichannel

Sales relationship

Cross-selling in the banking and insurance sector

What is concretely cross-selling in the banking and insurance sector? Is the digital revolution a threat or an opportunity? The banking and insurance sectors understood[...]

Banking industryInsurance industryProspecting

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