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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Application architecture

Application architecture that comes from Microsoft Excel references the software components of the solution and their relationships to one another. It also includes critical elements of the application architecture, such as:

  • New standard components: These are the new application components that will be implemented as they come out of the box, meaning that they will not be custom-developed for this implementation.

  • Newly developed or customized components: These are the new application components that have a basis in the out-of-the-box code, but they will be enhanced to meet specific requirements, or they will be entirely new components that will be developed to specifications.

  • Legacy components: These are the existing system components that will be leveraged in the new implementation to support the required functionality. These components may either be fully integrated or integrated via a manually executed process.

Figure 3.13: The three pillars of the solution components...