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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Processing catalog

The key artifact of a Solution Blueprint is the processing catalog, and it's the basis of all solution-related artifacts. The framework of the processing catalog is composed of base processes that represent a general flow of a business operation. Each base process has one or more specific execution paths referred to as scenarios, use cases, or user stories.

This framework is formed of processes and scenarios used to catalog the requirements of the solution, which in turn relate to either fits or gaps. Let's take a look at each one of them:

  • Fits are requirements that are supported by the standard application. Fit requirements eventually drive application configurations.

  • Gaps are requirements that require application modifications. Gap requirements are related to the functional and technical designs that describe how the gap will be addressed through code modifications or code extensions.

The statistics about the total workstreams, the total processes, and the requirements are...