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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The backlog plays a very important role in keeping the project time plan and project costs under control. It also reduces the project's risks, improves the value of the solution for the business (user acceptance), and reduces the complexity of the solution by re-ordering and prioritizing user requirements.

A backlog enables step-by-step and business-priority-based delivery. From my own experience, I have observed that business users demand a functionality that often is not used later in the production system. This mostly happens because of the lack of experience that a "normal" business user has when it comes to implementing a CRM solution. Agile iterative methodology will provide the opportunity for the users to get to know the system, while more effectively gaining insight about the solution through an evolutionary and adaptive design.

The cost-value matrix, as we discovered in Chapter 3, Conceptualizing the CRM Design from Business Requirements, is an excellent tool for managing...