Tips & tricks
How to make training worth the investment
It’s inevitable that implementing new software has an impact on the daily routines of the employees. The business has developed, the current software doesn’t fulfil[...]
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CollaborationCRM project
Helpdesk
Customer experience personalisation: 3 trends to follow in 2019
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[...]
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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[...]
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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[...]
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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[...]
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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.[...]
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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[...]
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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[...]
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CRM project
Tips & tricks
Travel industry and CRM, final call for customer experience and loyalty
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[...]
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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.[...]
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CRM & ShopCustomer experienceEmotionProspecting
Helpdesk‚ Marketing
Customer Satisfaction, Customer Experience, Customer Service and Customer Journey
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[...]
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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,[...]
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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[...]
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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[...]
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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[...]
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CRM 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[...]
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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,[...]
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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[...]
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Customer experienceCustomer loyaltyOmnichannel
CRM technology
CRM: Saas or On-premise? What if you didn’t have to choose…
Cloud computing is definitely a hot trend, and figures prove it. In a recent study published by IDC on the CRM market for 2017, an[...]
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AICloud
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[...]
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Customer experienceEmotion