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
Contributors
Preface
Introduction
Other Books You May Enjoy
Index

Chapter 4. Architecting Your CRM Solution – Preparing for Today and Tomorrow

The best architectures, requirements, and designs emerge from self-organizing teams.

In this chapter, we want to look at the work involved in a CRM architecture and explore the techniques for designing a software solution that could solve the challenges that businesses are facing both today and tomorrow.

This chapter is not only for architects; it has been written in a way that all team members, including technical and business members, will benefit from.

We will cover the major elements of solution architecture design, including:

  • Viewpoints

  • Quality attribute trees

  • Measurement metrics

  • Architecture trade-off techniques

In recent years, the dynamics and the business parameters of markets have been changing rapidly, and we can expect to see a profound innovation in CRM technologies. Therefore, we will see even more fundamental changes in the ways that we design and consume CRM solutions for today and tomorrow. We will cover...