The three main pillars of CRM

The main role of the architect is to design a solution that can not only satisfy the needs and requirements of all the stakeholders, but at the same time provide agility and structure for a good foundation that supports future business needs and extensions, very much like the Taj Mahal, which has changed its role over the years while remaining robust and with low maintenance costs.

Having understood the drivers and the requirements, you are ready to establish the critical properties that the system will have to exhibit in order to identify scenarios and characterize each one of them. The output of the process is a tree of attributes, which is a quality attribute tree including usability, availability, performance, and evolution, which are all things we will explore in more detail throughout this book.

You always need to consider that a CRM rollout in a company will affect everyone. Above all, it needs to support the business strategies while improving operational...