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

You need a modern CRM platform to start with


You may ask what the relationship between the software development methodology and the CRM architecture is. You may, or may not, agree that the methodology you use will have some impact on the design and delivery of your CRM solution. Most CRM implementations today are based on a comprehensive and modern platform, such as Dynamics 365 from Microsoft.

These platforms are based on entity models and the logic of the application is described in a metadata technique that is portable, easily configurable, and allows on-the-fly configurations that are best suited to the Agile project methodology.

In the early days of CRM projects, often the Waterfall methodology was applied as the implementation methodology, as the older platforms were complex and had limited configuration capabilities in a time where more customization and coding was needed. As a lot of coding was required, Waterfall was best suited for development.

Waterfall is a delivery execution methodology...