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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It's essential to agree that when it comes to integration, all identified stakeholders are sponsors and accountable for the design of the CRM system. This includes making sure that all the project team members, power users, end users, developers, and support team members understand and agree on what is being integrated.

Everyone will need to know why integration is needed, whether this is functionality, a set of data, or a screen from another application, as well as what the dependencies are, and the related and unrelated constraints, such as functional structures, processes, data centers, and system management.

Finally, a compliance officer should be included in discussions like the following:

  • Do we need to track data in several systems or should we only use the master system to decrease the risk?

  • Is the target system secured enough to track personal data and comply with regulations such as GDPR?

  • What is the role and responsibility of everyone involved in the integration processes...