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 this chapter, I outlined that the Agile methodology has proved to be best suited for CRM projects. Modern CRM platforms, such as Dynamics 365 from Microsoft, will provide you with configuration capabilities that require little or no coding.

One thing is for sure: the markets of today, coupled with the environmental and technological advances such as artificial intelligence, big data, and machine learning, will require an open and standard architecture that enables the easy and quick adoption of business change. This will include supporting change management through a step-by-step adoption of these technologies.

While you need to have a holistic view of your company's business strategies for the next five years, you will need to deliver the changes and new functionalities in small steps by applying the Agile methodology. The design and the architecture of your solution will provide a foundation for a comprehensive and extendible solution that will easily adapt to future challenges...