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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An example of AI in CRM processes

Looking at what we've just discussed, the benefits of using AI technologies in your business are endless: helping you to achieve improved customer operations, achieve higher productivity, reduce the operational costs, increase company innovation, improve both product and service quality, provide better insights with data, improve forecasting, and ensure better business planning.

Today, AI has been applied in sales, marketing, and services operation, with more and more organizations starting to realize the power of AI when combined in a CRM platform. We will cover platform discussions in Chapter 9, CRM Differentiators.

In this part of the chapter, I would like to share with you an example of a prototype that I presented to some clients a while ago. This design is based on several technologies from Microsoft, though they are available from other vendors too. I should also mention here that Microsoft itself is already leveraging all these technologies today on...