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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In summary, your CRM design reflects both the present and future architectural approach you are taking regarding processes, applications, data, security, integration, and deployment decisions that are mainly driven by business requirements. The scope and the design of the solution are determined through a series of workstreams as shown in figure 3.17.

Figure 3.17: Design workstreams

Each workstream represents its core design assertions and the solution. You document the design overview, key decisions, and outstanding issues in your Solution Blueprint. You leverage the Solution Blueprint as a documentation and collaboration tool for all the stakeholders, including:

  • Architects

  • Business analysts

  • Business users

  • Business leads

  • Developers

  • Testers

  • Trainers

  • The end users

This is what we will be covering in more detail in the next chapter, Chapter 4, Architecting Your CRM Solution – Preparing for Today and Tomorrow, where we will be looking at how to design a CRM platform that will work today but also...