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

GDPR impacts technology, tools, people, and processes


To ensure compliance and an ability to meet the responsibilities of GDPR, organizations must recognize that they will need to implement not only the right technology, or tools, but also the right people and processes.

People required are:

  • Data subjects.

  • People who understand that GDPR implementation is everyone's responsibility.

  • Data protection officer(s).

  • Information asset owners.

  • People who will be responsive to inbound requests.

For processes, key questions are:

  • How will you manage, process, and execute inbound requests to ensure you are meeting GDPR requirements as a data controller?

  • How will you evidence your compliance? Consider factors such as being timely, auditable, and having the ability to report.

  • How do you know how well you are performing against your requirements?

For tools, key questions are:

  • Where will you track and manage the GDPR process and requests?

  • How will you accept GDPR requests from data subjects?

  • How will you allow data subjects...