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

Leveraging smart cloud into CRM


In Chapter 5, Utilizing Artificial Intelligence and Machine Learning in Your CRM Strategy, we saw how you could leverage Microsoft's Azure Cognitive Services APIs to embed AI, including vision, speech, and text analytics, into your business application in order to build intelligent and automated services for your customers, and for your sales and marketing teams.

However, with Microsoft PowerApps and common data services, more integrated applications are looming on the horizon, with functionality coming already out of the box. A great example is the AI-driven relationship assistant from Microsoft; it is part of the new embedded intelligence suite of features you could leverage in Microsoft Dynamics 365.

The assistant keeps an eye on your daily activities and communications, then generates a collection of action cards (tasks) that are displayed prominently throughout the application, providing tailored, actionable insights. The assistant reminds you of upcoming...