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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Where to start?

Conceptualizing a CRM design from the needed requirements, while at the same time delivering a reasonable TCO, starts with the business requirements analysis workshops, and interviews with both the Business Development Managers (BDMs) and the Technical Decision Makers (TDMs), followed by compiling the list of use cases, scoring, and fit/gap, all of which results in the creation of a Solution Blueprint.

You can see a visualization of this entire process in the flowchart that follows:

Figure 3.7: The process of creating a Solution Blueprint

The solution architect, together with the business analysts, will apply advanced analytical skills and their experience in project implementations to compile a list of business requirements. They'll score the priority of each business use case, along with its cost of implementation, after conducting the fit-gap workshops, as we can see in the preceding chart.

As we have explored, we have a list of use cases with priorities that are scored by...