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  • Book Overview & Buying The Art of CRM
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The Art of CRM

The Art of CRM

By : Max Fatouretchi
4.7 (13)
Buy this Book
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The Art of CRM

The Art of CRM

4.7 (13)
By: Max Fatouretchi
Buy this Book

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 (13 chapters)
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Preface
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Preface
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Who this book is for
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What this book covers
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To get the most out of this book
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Get in touch
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1
Introduction
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My history with CRM
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The key ingredients for a successful CRM design
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Summary
2
1. What is CRM?
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1. What is CRM?
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The three main pillars of CRM
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A bank and a new CEO
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Jumping on board with CRM
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Introducing case studies
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What to take away from the five case studies
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Summary
3
2. Getting to Know Your Customer
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2. Getting to Know Your Customer
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The 360-degree client view
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Case study — VeriPark
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Client profiling
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Interaction history
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Summary
4
3. Conceptualizing the CRM Design from Business Requirements
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3. Conceptualizing the CRM Design from Business Requirements
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My experience
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DX
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Digital disrupters
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It's about customer experience
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A tale of two case studies
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Design elements of a CRM solution
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Where to start?
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Solution Blueprint
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Processing catalog
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Application architecture
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Data architecture
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Integration architecture
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Architecture Trade-off Analysis Method (ATAM)
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Summary
5
4. Architecting Your CRM Solution – Preparing for Today and Tomorrow
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4. Architecting Your CRM Solution – Preparing for Today and Tomorrow
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The history of the Agile methodology
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Backlog
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You need a modern CRM platform to start with
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The broken ATM
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TCO/ROI
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Summary
6
5. Utilizing Artificial Intelligence and Machine Learning in Your CRM STRATEGY
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5. Utilizing Artificial Intelligence and Machine Learning in Your CRM STRATEGY
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Digital business
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Evolution of AI
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The current state of AI
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Teaming up AI with people
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The ethical aspects of AI
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An example of AI in CRM processes
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IoT
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Summary
7
6. GDPR and Regulatory Compliance
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6. GDPR and Regulatory Compliance
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Why is GDPR here?
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What is GDPR?
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GDPR impacts technology, tools, people, and processes
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GDPR from a business point of view
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Summary
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7. CRM Integration Strategies
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7. CRM Integration Strategies
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Building synergy to orchestrate business processes
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Factors relating to data integration
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Stakeholders
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UI-level integration
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Integration techniques
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Master data management
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Extract-transform-load or data hub?
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Simple object access protocol
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Integration project phases
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Initial data load
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System performance
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Summary
9
8. Cloud Versus On-premise Versus Hybrid – The Deployment of a CRM Platform
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8. Cloud Versus On-premise Versus Hybrid – The Deployment of a CRM Platform
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Factors influencing vendor selection
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Hybrid deployment
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So, what are your options?
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Summary
10
9. CRM Differentiators
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It's not about the feature list; it's about the ecosystem
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The fourth industrial revolution and CRM
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AI and smart cloud
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To cloud or not to cloud?
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Leveraging smart cloud into CRM
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Big data
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Social selling and advertising
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Implementation tools
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A sustainable CRM platform
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Summary
11
Other Books You May Enjoy
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Other Books You May Enjoy
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Leave a review - let other readers know what you think
12
Index
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Index

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...

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Tech Concepts
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Programming languages
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The Art of CRM
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