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
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In the connected world of today, most companies will have access to plenty of client data. This is data that could be used, as we've explored in this chapter, to build a strong 360-degree client view, which in turn increases the company's understanding of both its actual and potential customers. The ultimate design goal of a sophisticated client view is to enable the company to better serve the needs of its clients, while continuously improving the business processes, the product offering, and the services offered to clients, ultimately improving operational costs and revenue.

A comprehensive 360-degree client view will lead to higher efficiencies of both sales and marketing processes in the company. By creating a customer-centric business, this will lead to an increase in the share of wallet with every single individual customer. It will reduce the cost of operations by unifying the data and processes around the customer, while also providing better insight into business intelligence...