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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My experience

Over the years, I have been fortunate enough to work with so many talented people: business analysts, architects, peers, partners, and customers from across the globe. From Argentina, Brazil, and Guatemala in Latin America, to Australia, Indonesia, and China in Asia, and multiple European and African countries, my experience has taken me around the world. Therefore, everything mentioned in this chapter is based on my own experiences and I will share with you some of the best practices.

In most CRM projects that I have been involved in, I've found myself working alongside a large team of experts. Within those teams, there are people with specialized expertise, namely so-called Subject Matter Experts (SMEs). These teams typically get engaged in the very early stages, when responding to a Request for Proposal (RFP), and work together with the stakeholders in setting up a Proof of Concept (PoC).

If these teams are successful at that stage, then their co-working nature will continue...