Index
A
- Active Directory (AD) / Initial data load
- Additive Architecture / The case of the Sydney Opera House
- advertising / Social selling and advertising
- Agile methodology
- history / The history of the Agile methodology
- backlog / Backlog
- AI example, CRM processes
- about / An example of AI in CRM processes
- insurance use-case / The insurance use case
- Amazon Elastic Compute Cloud (EC2) / Cloud deployment
- Amazon Web Services (AWS) / On-premise deployment
- analytical CRM / The three main pillars of CRM
- application architecture / Application architecture, Data architecture
- application events
- auditing / Audit logging and GDPR
- Architecture Trade-off Analysis Method (ATAM) / Non-Functional Requirements (NFRs) and Quality Attribute Tree (QAT), ATAM
- Architecture Tradeoff Analysis Method (ATAM)
- Artificial Intelligence (AI) / DX, AI and smart cloud
- evolution / Evolution of AI
- current state / The current state of AI
- examples / The current state of AI
- teaming up, with people / Teaming up AI with people
- applying, to CRM solution / Applying AI to your CRM solution
- ethical aspects / The ethical aspects of AI
- example, in CRM processes / An example of AI in CRM processes
- Assets Under Management (AUM) / Client profiling
- ATM machine
- about / The broken ATM
- business strategies / Business strategies and future CRM
B
- Baltic bank
- business pain-point / A Baltic bank and its business pain point
- bank, and new CEO example / A bank and a new CEO
- big data / Big data
- Boston Consulting Group (BCG) / Business strategies and future CRM
- business applications
- migrating, to cloud / To cloud or not to cloud?
- Business Intelligence (BI) / Business objectives
- business paint-points
- Business Requirement Document (BRD) / A bank and a new CEO
C
- case studies, CRM
- learnings / What to take away from the five case studies
- catalog
- processing / Processing catalog
- China Securities Regulatory Commission (CSRC) / Why is GDPR here?
- client profiling / Client profiling
- collaboration CRM / The three main pillars of CRM
- Common Data Model (CDS) / Implementation tools
- Common Data Service (CDS) / Integration techniques
- Common Data Services (CDS) / AI and smart cloud
- Common Object Request Broker Architecture (CORBA) / Simple object access protocol
- Computer Telephony Integration (CTI) / UI-level integration
- Continuous Integration and Delivery (CI/CD / Integration project phases
- Corporate Investment Banking (CIB) / Functional requirements
- CRM
- operational CRM / The three main pillars of CRM
- analytical CRM / The three main pillars of CRM
- collaboration CRM / The three main pillars of CRM
- fundamentals / The three main pillars of CRM
- use case studies / Introducing case studies
- future / Business strategies and future CRM
- platforms, characteristics / It's not about the feature list; it's about the ecosystem
- and industrial revolution / The fourth industrial revolution and CRM
- smart cloud, leveraging / Leveraging smart cloud into CRM
- CRM deployment options
- comparing / So, what are your options?
- benefits / So, what are your options?
- CRM design
- key ingredients / The key ingredients for a successful CRM design, The case of the Sydney Opera House, The case of the Taj Mahal
- starting / Where to start?
- CRM integration / Integration techniques
- CRM modules
- developing, for Baltic bank / A Baltic bank and its business pain point
- CRM platform
- starting with / You need a modern CRM platform to start with
- CRM solution
- design elements / Design elements of a CRM solution
- CRM strategy / Jumping on board with CRM
- Customer Health Index (CHI) / The 360-degree client view
- Customer Information Mainframe System (CIS) / Functional requirements
- Customer Lifecycle Management (CLM) / The 360-degree client view
- Customer Relationship Management (CRM)
- history / My history with CRM
D
- 360-degree client view
- about / The 360-degree client view
- designing / The 360-degree client view
- building / The 360-degree client view
- considerations / The 360-degree client view
- interaction history / Interaction history
- data hub / Extract-transform-load or data hub?
- data integration
- factors / Factors relating to data integration
- methods / Factors relating to data integration
- Data Protection Impact Assessment (DPIA) / Assessing and managing the compliance risk
- Data Subject Rights (DSR) / Streamlining Data Subject Rights processes
- data warehouse (DWH) / Client profiling
- design technologies
- Bot Framework (or conversation agents / An example of AI in CRM processes
- LUIS (Language Understanding Intelligent Service) / An example of AI in CRM processes
- Cognitive Services / An example of AI in CRM processes
- Translation Services / An example of AI in CRM processes
- digital business / Digital business
- digital disrupters / Digital disrupters
- digital transformation / The fourth industrial revolution and CRM
- digital transformation (DX)
- about / DX
- customer experience / It's about customer experience
E
- ecosystem / It's not about the feature list; it's about the ecosystem
- enterprise CRM system
- building / Use case – Building an enterprise CRM system
- Enterprise Integration Applications (EAI) layer / Integration techniques
- Enterprise Resource Planning (ERP) / AI and smart cloud
- Enterprise Service Bus (ESB) / Integration techniques
- entrant in UK retailer sector case study
- about / Case study 3 – A new entrant in the UK retailer sector
- pain-points / Pain points
- business objectives / Business objectives
- functional requisites / Functional requirements
- Everything as a Service (XaaS) / A sustainable CRM platform
- Extensible Markup Language (XML) / Simple object access protocol
- Extract-Transform-Load (ETL) method / Extract-transform-load or data hub?
F
- Financial Advisors (FA) / Business objectives
- Financial Health Check (FHC) / Client profiling
- Front-Office (FO) / Use case – Building an enterprise CRM system
- Funds Under Management (FUM) / Client profiling
G
- GDPR regulation
- data subject / Controller and processor roles
- controller / Controller and processor roles
- processor / Controller and processor roles
- General Data Protection Regulation (GDPR) / Client profiling
- about / Why is GDPR here?, What is GDPR?, Audit logging and GDPR
- Personal Identifier Data (PID) / PID
- obligations / GDPR obligations
- controller roles / Controller and processor roles
- processor roles / Controller and processor roles
- impacting / GDPR impacts technology, tools, people, and processes
- Data Protection Officer (DPO) / Data protection officer
- business point of view / GDPR from a business point of view
- compliance risk, accessing / Assessing and managing the compliance risk
- compliance risk, managing / Assessing and managing the compliance risk
- personal data, protecting / Protect personal data
- Streamline DSR processes / Streamlining Data Subject Rights processes
- audit logging / Audit logging and GDPR
- key protagonists / The key protagonists
- global private bank, with international operations case study
- about / Case study 5 – A very large global private bank with international operations
- pain-points / Pain points
- business objectives / Business objectives
- functional requisites / Functional requirements
- sales team / The sales team
H
- High-net-worth individual (HNWI) / Functional requirements
- High-net-worth individuals (HNWI) / Building a single client view in private banking
- High-Performance Computing (HPC) / The current state of AI
- hub-spoke architecture / Integration techniques
- hybrid deployment / Hybrid deployment
I
- implementation tools
- Microsoft Power Platform / Implementation tools
- Power BI / Implementation tools
- PowerApps / Implementation tools
- Infrastructure as a Service (IaaS) / Cloud and on-premise mixed deployment
- Infrastructure as Service (IaaS) / Case study 1 – Uber
- initial data load
- about / Initial data load
- performance optimization, considerations / Initial data load
- integration
- techniques / Integration techniques
- integration architecture / Integration architecture
- integration project
- phases / Integration project phases
- International Data Corporation (IDC) / Why is GDPR here?
- Internet of Things (IoT) / Case study 1 – Uber
- Internet of Things (IOT) / IoT
- IT Operation (ITO) / Case study 1 – Uber
K
- key protagonists
- about / The key protagonists
- data assets / The key protagonists
- exceptions / The key protagonists
- request processes / The key protagonists
- Know Your Client (KYC) / The 360-degree client view
- Know Your Customer (KYC) / The 360-degree client view
- KYC (Know Your Client) / Functional requirements
L
- large financial services company, in Africa
- about / Case study 4 – A large financial services company in Africa
- business objectives / Business objectives
- functional requisites / Functional requirements
M
- Machine Learning (ML) / DX
- Markets in Financial Instruments Directive (MiFID) / Client profiling, Why is GDPR here?
- Master Data Management (MDM) / Master data management
- Master Data Record (MDR) / Functional requirements
- Master Service Agreement (MSA) / Functional requirements
- Microsoft Dynamics 365 / Integration techniques
- Microsoft Dynamics CRM
- activities entity model / The activities entity model in the Microsoft Dynamics CRM
- Microsoft Operation Manager (MOM) / The broken ATM
- mid-sized European retailer selling goods case study
- about / Case study 1 – A mid-size European retailer selling goods
- pain-points / Pain points
- business objectives / Business objectives
- functional requisites / Functional requirements
- mid-size Eastern European retailer selling consumer goods case study
- about / Case study 2 – A mid-size Eastern European retailer selling consumer goods
- pain-points / Pain points
- business objectives / Business objectives
- functional requisites / Functional requirements
N
- National Health Service (NHS) / On-premise deployment
- Next Best Offer (NBO) / Pain points
- Non-Functional Requirements (NFR)
O
- omnichannel / Client profiling
- on-demand software / Cloud and on-premise mixed deployment
- operational CRM / The three main pillars of CRM
P
- Pay As You Go (PAYG) / Case study 1 – Uber
- Personal Identifier Data (PID) / What is GDPR?, PID
- Personally Identifiable Information (PII) / PID, Cloud deployment
- Platform as a Service (PaaS) / Cloud and on-premise mixed deployment, A sustainable CRM platform
- point-of-sale (POS) management / Factors relating to data integration
- point-to-point integration
- about / Integration techniques
- example / Integration techniques
- PowerApps / Implementation tools
- Power BI / Implementation tools
- Private Banking (PB) / Functional requirements
- Proof-of-Concept (POC) / My experience
Q
- Quality Attribute Tree (QAT)
- Quality of Service (QoS) / Integration techniques
R
- Regional-Offices (RO) / Use case – Building an enterprise CRM system
- Relationship Manager (RM) / Client profiling
- Remote Procedure Call (RPC) / Simple object access protocol
- Representational State Transfer (REST) / Simple object access protocol
- Request for Information (RFI) / Introducing case studies
- Request for proposal (RFP) / Case study — VeriPark
- Request for Proposals (RFP) / Introducing case studies, My experience
- Return on Investment (ROI) / Business objectives
- return on investment (ROI) / The case of the Taj Mahal
- Return on Investment (ROI) / Design elements of a CRM solution
S
- Service-Oriented Architecture (SOA) / Integration techniques
- Shanghai Pudong Development Bank (SPDB) / My history with CRM
- Simple Object Access Protocol (SOAP)
- about / Simple object access protocol
- properties / Simple object access protocol
- Single Customer View (SCV) / Building a single client view in private banking
- Small and Medium Enterprises (SME) / Business objectives
- smart cloud
- about / AI and smart cloud
- leveraging, into CRM / Leveraging smart cloud into CRM
- social selling / Social selling and advertising
- Social Web (SW) / Digital business
- Software as a Service (SaaS) / Case study 1 – Uber, Cloud and on-premise mixed deployment, A sustainable CRM platform
- Software Engineering Institute (SEI) / Architecture Trade-off Analysis Method (ATAM), ATAM
- Solution Architects (SA's)
- about / Solution Blueprint
- Solution Blueprint (SBP)
- about / Solution Blueprint
- tools / Tools for the Solution Blueprint
- stakeholders / Stakeholders
- Star integration / Integration techniques
- limitations / Integration techniques
- Subject Matter Experts (SME) / My experience
- Supervisory Authority (SA) / GDPR obligations
- sustainable CRM platform / A sustainable CRM platform
- synergy
- building, for business processes orchestration / Building synergy to orchestrate business processes
- System Integration Testing (SIT) / A bank and a new CEO
- system performance / System performance
T
- TCO/ROI
- about / TCO/ROI
- Team Foundation Server (TFS)
- about / Tools for the Solution Blueprint
- the Guardian / Case study 2 – The Guardian
- Total-Cost-of-Ownership (TCO) / Where to start?
- total cost of ownership (TCO) / The case of the Taj Mahal
- Train-The-Trainer (TTT) / Tools for the Solution Blueprint
- Train-The-Trainer (TTT) sessions / A bank and a new CEO
- Transport Layer Security (TLS) / Cloud deployment
U
- Uber
- customer experience / Case study 1 – Uber
- UI, CRM
- improvement / Improvements in the user interface of a CRM solution
- UI level integration / UI-level integration
- Unified Service Desk (USD) / UI-level integration
- User-experience (UX) / ATAM
- User Acceptance Testing (UAT) / A bank and a new CEO, Tools for the Solution Blueprint
V
- vendor selection, influencing factors
- about / Factors influencing vendor selection
- cost / Cost and complexity
- complexity / Cost and complexity
- cloud deployment / Cloud deployment
- on-premise deployment / On-premise deployment
- cloud and on-premise mix deployment / Cloud and on-premise mixed deployment
- VeriPark
- about / Case study — VeriPark
- single client view, building in private banking / Building a single client view in private banking