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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Why is GDPR here?

We are living in a time where technology is having a profound impact on our daily lives, both in the way that we interact with each other as individuals and the way we interact with organizations. The volume of data that we are creating is rapidly growing and it's been estimated by multiple sources that there are, at the time of writing, 24 billion connected devices worldwide.

Just to show you how much data that produces, the International Data Corporation (IDC), has estimated that we will create and replicate 163 zettabytes, which converts to 163 billion terabytes, or around 167 trillion gigabytes, of data by 2025, a 10x increase from 2016.

With this increase in available data, the need to commit to securing and managing data in line with a company's legal and moral obligations is becoming an ever-increasing challenge.

Geography is also another issue and I encountered it when running a workshop with the Shanghai Pudong Development Bank in China. During my time there, I mentioned...