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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Two decades of digitalization has changed business. Traditional businesses are facing digital disruption across the globe and this will undoubtedly be a permanent state for all industries in the years to come.

Digital disruption posed by high-tech companies is forcing traditional businesses to go through DX by adopting new technologies and redesigning the way they do business with their customers in order to stay competitive. Otherwise, if they failed to implement digital transformation, they would go out of business and have to start all over again.

This DX is not going to be an easy task, but CRM offers a lifeline and can help to resolve some of the pain. It achieves this in two different ways by utilizing these points:

  1. Traditional companies have a customer base and market knowledge.

  2. Traditional businesses have a vast amount of data and information they could leverage.

Many of the customers that I have met and been engaged with in recent years are facing competition from digital disrupters...