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

The fourth industrial revolution and CRM


From my own personal observations, when compared with what we were facing a few years ago, there are two main drivers in the CRM market that are making a huge difference today:

  • Digitalization and the way we all collaborate and connect with each other and our customers, along with how we partner in the marketplace today.

  • Massive technology innovations and the democratization of technologies such as AI, big data, and ML, all of which are powering and spearheading the fourth industrial revolution.

All this development is changing the way we build a sustainable CRM strategy for tomorrow. You'll be hard pressed to find anyone who doesn't agree that AI is going to revolutionize CRM solutions in every business. Indeed, it is doing that already today, as we saw in the examples in Chapter 5, Utilizing Artificial Intelligence and Machine Learning in Your CRM Strategy, where we discussed how AI and ML could provide a semi-self-service solution for sales and customer...