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...