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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Architecture Trade-off Analysis Method (ATAM)

Last, but by no means least, is the fact that once you have laid out all relevant architectures in your Solution Blueprint, you need to re-evaluate the design and minimize the risk. One of the best practices is to apply ATAM.

ATAM was developed by the Software Engineering Institute (SEI) at the Carnegie Mellon University. Its purpose is to help with choosing alternative architecture for a software system by discovering trade-offs and sensitivity points. The method is a risk-mitigation process used early in the software development lifecycle and is most beneficial here because the cost of changing architectures is minimal.

Tools for the Solution Blueprint

You have the freedom to use whatever tool you are familiar with for the design and the format of the Solution Blueprint. I recommend a combination of Microsoft Excel and Microsoft PowerPoint because, for example, you can list the processing catalog or cost-value matrix in the Excel file, slice and...