Packt+ | Advance your knowledge in tech

All Products

Best Sellers

New Releases

Books

Videos

Audiobooks

Free Learning

The Art of CRM

You're reading from The Art of CRM

Product type Book

Published in May 2019

Publisher

ISBN-13 9781789538922

Pages 360 pages

Edition 1st Edition

Languages

Concepts

Author (1):

Max Fatouretchi

Table of Contents (15) Chapters

The Art of CRM

Contributors

Preface

Introduction

Other Books You May Enjoy

1. What is CRM?

2. Getting to Know Your Customer

3. Conceptualizing the CRM Design from Business Requirements

4. Architecting Your CRM Solution – Preparing for Today and Tomorrow

5. Utilizing Artificial Intelligence and Machine Learning in Your CRM STRATEGY

6. GDPR and Regulatory Compliance

7. CRM Integration Strategies

8. Cloud Versus On-premise Versus Hybrid – The Deployment of a CRM Platform

9. CRM Differentiators

Index

An example of AI in CRM processes

Looking at what we've just discussed, the benefits of using AI technologies in your business are endless: helping you to achieve improved customer operations, achieve higher productivity, reduce the operational costs, increase company innovation, improve both product and service quality, provide better insights with data, improve forecasting, and ensure better business planning.

Today, AI has been applied in sales, marketing, and services operation, with more and more organizations starting to realize the power of AI when combined in a CRM platform. We will cover platform discussions in Chapter 9, CRM Differentiators.

In this part of the chapter, I would like to share with you an example of a prototype that I presented to some clients a while ago. This design is based on several technologies from Microsoft, though they are available from other vendors too. I should also mention here that Microsoft itself is already leveraging all these technologies today on...

The rest of the chapter is locked

Register for a free Packt account to unlock a world of extra content!

A free Packt account unlocks extra newsletters, articles, discounted offers, and much more. Start advancing your knowledge today.

Unlock this book and the full library FREE for 7 days

Get unlimited access to 7000+ expert-authored eBooks and videos courses covering every tech area you can think of

Start free trial

Renews at €14.99/month. Cancel anytime

Authors (1)

Max Fatouretchi

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.

See other products by Max Fatouretchi

Other recommended products

Related to this chapter

Oracle CX Cloud Suite

Oracle CX Cloud Suite

Oracle CX Cloud Suite helps companies leverage customer experience to differentiate, innovate, and improve business results. It is the most integrated, and extensible customer experience solution available. With this comprehensive guide to implementing Oracle CX Cloud, administrators of all levels can easily acquire knowledge of the platform.

Mar 2019 8 hours 28 minutes

Becoming an Agile Software Architect

Becoming an Agile Software Architect

Understanding the importance of balancing flow and sustainability is essential for achieving organizational agility in modern agile software development. This book will help you upskill and grow into an agile leader who can guide organizations to deliver sustainable solutions with minimal lead time to support the evolving needs of customers.

Mar 2021 12 hours 24 minutes

Building Expert Business Solutions with Zoho CRM

Building Expert Business Solutions with Zoho CRM

Building Expert Business Solutions with Zoho CRM provides in-depth coverage of how to design and build a CRM specifically for your business needs. You will gain an understanding of how to connect your CRM to other Zoho and third-party applications and explore use cases for implementing Zoho CRM effectively to take your business to the next level.

Aug 2021 11 hours 44 minutes

Microsoft Power Platform Enterprise Architecture

Microsoft Power Platform Enterprise Architecture

Selecting the right architecture enables organizations to deliver a successful business solution that can boost customer engagement and growth. With this comprehensive guide, you’ll learn architectural best practices and methodologies for implementing an enterprise-grade solution tailored for your business needs using Microsoft Power Platform.

Sep 2020 15 hours 4 minutes

The New Engineering Game

The New Engineering Game

The New Engineering Game is an ideal book to familiarize yourself with the new engineering playfield that has emerged as a result of digitalization. This book teaches you the various concepts to help you take your first steps into becoming a successful player in this fast-moving arena.

Aug 2019 4 hours 20 minutes

The Economics of Data, Analytics, and Digital Transformation

The Economics of Data, Analytics, and Digital Transformation

A comprehensive guide for seasoned business leaders who struggle with where and how to exploit the economics of data and analytics to gain true value from data, accelerate company operations through AI, and guide their digital transformation.

Nov 2020 8 hours 40 minutes

Microsoft Dynamics 365 Project Operations

Microsoft Dynamics 365 Project Operations

Microsoft Dynamics 365 Project Operations helps you gain practical knowledge of D365 Project Operations and sets up a strong foundation for implementing its multiple functionalities to scale your business. You'll learn how you can keep driving significant business model changes to stay ahead of the curve to meet ever-evolving business demands.

May 2021 9 hours 56 minutes

Enterprise Agility

Enterprise Agility

In an era of fast-paced change and unprecedented technological innovation, businesses are struggling to survive. This practical book will prepare your organization to adapt and excel. Learn how adopting Agile ways of working and increasing Agility will propel your company to success in competitive markets.

Jun 2018 16 hours 20 minutes

Artificial Intelligence Business: How you can profit from AI

Artificial Intelligence Business: How you can profit from AI

This book gives you an overview of artificial intelligence and helps you to understand the modern applications of AI in the business, education, and entertainment sectors.

Aug 2020 5 hours 0 minutes

From Voices to Results - Voice of Customer Questions, Tools and Analysis

From Voices to Results - Voice of Customer Questions, Tools and Analysis

This book is all about getting to know your customers – what they want and need, what they like and don’t like. Voice of the Customer is one of the most popular forms of market research combining both quantitative and qualitative methods. This book shows you how to engage with customers and understand their wants and needs, likes and dislikes – something which is becoming more in more important with the rise of an increasingly connected world

Apr 2018 7 hours 16 minutes

Salesforce Data Architecture and Management

Salesforce Data Architecture and Management

Salesforce helps to manage data effectively and securely while ensuring your Salesforce instance remains scalable. Whether it's a green field or a mature Salesforce org, this book will take you through helpful best practices and techniques to progress in your Salesforce career and avoid mistakes that can negatively impact your instance.

Jul 2021 12 hours 32 minutes

Designing API-First Enterprise Architectures on Azure

Designing API-First Enterprise Architectures on Azure

Get a glimpse of the whole nine yards essential for successful delivery of an API-led enterprise solution. Using real-world scenarios and implementation examples, this book will help you become well-versed with the emerging trends in the industry and show you how to architect, design, implement, deploy and maintain a digital service.

Aug 2021 9 hours 40 minutes

Personalised recommendations for you

Based on your interests and search pattern

C++ Programming for Linux Systems

C++ Programming for Linux Systems

This book covers the essential system programming tools and helps you explore the features of C++20. It emphasizes important details to maintain code quality and tackle everyday challenges of developing software for high performance, optimization, and more.

Sep 2023 9 hours 36 minutes

Discover advanced programming techniques, the latest features of C++17 and C++20, and best practices for memory management, debugging, testing, and large-scale application design with Expert C++. Ideal for experienced developers advancing to proficient programmers and building professional-grade C++ applications.

Aug 2023 20 hours 8 minutes

iOS 17 Programming for Beginners

iOS 17 Programming for Beginners

iOS 17 Programming for Beginners, Eighth Edition is your comprehensive guide to learning the art of iOS app development. Whether you dream of creating the next chart-topping app or simply want to enhance your programming skills, this book is your trusted companion on this exciting journey.

Oct 2023 20 hours 8 minutes

Developer Career Masterplan

Developer Career Masterplan

Written by industry experts that have spent the last 20+ years helping developers grow their career path towards senior developer positions and beyond. This book provides a comprehensive guide, sharing examples and stories from their global careers. By the end, you’ll have the knowledge to create a clear career progression plan as a technical professional.

Sep 2023 10 hours 20 minutes

Refactoring with C#

Refactoring with C#

In Refactoring with C#, you’ll explore the process of safely refactoring modern .NET code using Visual Studio features, advanced unit tests, AI assistance, and custom Roslyn analyzers.

Nov 2023 14 hours 28 minutes

Python Real-World Projects

Python Real-World Projects

Amplify your developer journey by curating a dynamic project portfolio that outshines traditional resumes. Delve into the Python realm through immersive projects, mastering core concepts while constructing comprehensive modules and applications. From data acquisition prowess to impactful data visualization, Python Real-World Projects arms you with essential skills to beat the competition.

Sep 2023 15 hours 56 minutes

The MVVM Pattern in .NET MAUI

The MVVM Pattern in .NET MAUI

The MVVM Pattern in .NET MAUI enables developers to master MVVM principles and effectively apply them to .NET MAUI. This book uses real-life examples and covers complex problems to help you successfully apply MVVM with .NET MAUI to confidently develop robust and high-performing cross-platform apps.

Nov 2023 12 hours 52 minutes

Extending Microsoft Business Central with Power Platform

Extending Microsoft Business Central with Power Platform

Extending Business Central with the Power Platform is a step-by-step guide for Business Central professionals to create solutions that automate business processes, explain complex workflow approvals, and integrate with hundreds of other systems, without traditional development. It’ll guide you in customizing Business Central with Power Platform.

Aug 2023 15 hours 16 minutes

Extending Microsoft Business Central with Power Platform

Extending Microsoft Business Central with Power Platform

Extending Business Central with the Power Platform is a step-by-step guide for Business Central professionals to create solutions that automate business processes, explain complex workflow approvals, and integrate with hundreds of other systems, without traditional development. It’ll guide you in customizing Business Central with Power Platform.

Aug 2023 15 hours 16 minutes

Quantum Computing Algorithms

Quantum Computing Algorithms

The book emphasizes intuitive ideas behind quantum algorithms in ways that other books don’t cover, striking a careful balance between no math and too much math. To get the most from this book, you should be comfortable with basic algebra and writing simple computer code. No prior understanding of quantum physics is needed to get started.

Sep 2023 11 hours 24 minutes

Python – Complete Python, Django, Data Science and ML Guide

Python – Complete Python, Django, Data Science and ML Guide

Unlock Python's full potential with this 50+ hour course! From programming to web and game development, data manipulation, and machine learning, gain the skills required to succeed in various Python-related careers. With practical tasks, hands-on experience, and a strong foundation in Python, you'll be ready to tackle real-world challenges and take advantage of the many opportunities this versatile language offers.

Nov 2023 50 hours 30 minutes

Python – Complete Python, Django, Data Science and ML Guide

Python – Complete Python, Django, Data Science and ML Guide

Unlock Python's full potential with this 50+ hour course! From programming to web and game development, data manipulation, and machine learning, gain the skills required to succeed in various Python-related careers. With practical tasks, hands-on experience, and a strong foundation in Python, you'll be ready to tackle real-world challenges and take advantage of the many opportunities this versatile language offers.

Nov 2023 50 hours 30 minutes