The Art of CRM - ebook

This CRM masterclass gives you a proven approach to modern customer relationship management

Key Features:

Proven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR compliance

Book Description:

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.

What you will learn:

Deliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutions

Who this book is for:

CRM practitioners who want to update their work with new, proven techniques and approaches

Max Fatouretchi's CRM journey began some 20 years ago as he started his small software business in Vienna, Austria, developing custom CRM applications for clients in Austria. Some 7 years, later he joined Microsoft's international team as a partner technology specialist and industry manager for Microsoft Dynamics 365 products for the next 13 years. Throughout these 20 years, he has been engaged in many CRM implementations across the globe. The first one was with his own software company in Vienna, where he developed a CRM system for several banking clients in collaboration with HP (Hewlett Packard). At the same time, he fulfilled a role as a mentor and trainer, teaching CRM classes across Europe. After joining Microsoft, he started working with Microsoft teams across Europe the, Middle East, Africa, the Asia, Pacific, China, and Latin America to develop and deliver CRM projects to enterprise customers. As a lead architect and industry manager with Microsoft, he has participated in many CRM implementations with some 100+ multinational companies, mostly in the financial services industry.