Book Image

The Art of CRM

By : Max Fatouretchi
Book Image

The Art of CRM

By: Max Fatouretchi

Overview of this book

CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you.
Table of Contents (15 chapters)
The Art of CRM
Other Books You May Enjoy

The 360-degree client view

At the start of each CRM implementation, which should occur at the latest by the time you conduct the first Fit/Gap workshops with business users, a 360-degree client view will be one of the most popular subjects.

Once started, you will soon discover that most, if not all, business units and representative stakeholders will become passionately involved in these discussions. These discussions, and consequently, the design of your 360-degree client view, will provide you with a great opportunity to create a solid foundation for your CRM solution. The 360-degree client view will not only be the tool that your company uses to record and assist the customer across all your channels with the best possible customer experience, but it will be the strategic approach for your business to streamline processes and reduce operational costs.

A 360-degree client view often initiates a big debate between all the key players and business stakeholders. The discussions taking place...