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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Integration project phases

I suggest considering CRM integration tasks as their own mini project. This can start from the early stages of the CRM project, from diagnostics to initiation execution, stabilization, deployment, and operation. All of these stages define a horizontal set of activities that require various stakeholders to be involved in this process.

Parties involved in integration can be customers, partners, or regulatory agencies. It is vital for every stakeholder to understand what the outcome of the integration will be and what everyone's role is in making the implementation a success.

For instance, having a project champion from an internal team is one way to onboard everyone. In my experience, establishing a communication platform with everyone participating in the integration activities is essential and moreover, having someone from the internal team to champion the integration project internally is crucial for the success of the integration. They'll be able to help to gain...