Efficy Group Blog: Articles on CRM and Customer Relationship

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: 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

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

Marketing

Customer emotion: at the heart of branding strategies

Chatbots, artificial intelligence, process automation, big data, selfcare…These are all incontrovertible proof that we are living in the era of technology. What place is left[...]

Customer experienceEmotion

Tips & tricks

CRM projects: the 10 mistakes to avoid (continued)

Implementing a CRM project involves a great deal of change, on a human, technological or strategic level. Here is a quick overview of the mistakes[...]

CRM projectDataOmnichannel

Tips & tricks

360° Customer view for an unforgettable experience

New technologies, communication channel diversification, ever-evolving consumer expectations… All these parameters impact UX, the much-feted customer experience, and call for new Customer Relationship strategies. How,[...]

CRM tool

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

Tips & tricks

François Laurent : Customer Relationship Management is now!

François Laurent explains why it is so urgent to implement a real Customer Relationship Management strategy. We had the pleasure of receiving François Laurent,, a[...]

CRM Case studyEmotion

CRM technology

Are you renewing your CRM or is it a first installation?

Ask yourself the right question: do you need to renew your CRM installation? Get the answer here Regardless of whether you’re replacing your current CRM[...]

CRM tool

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