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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

AI and smart cloud

By now, there is no doubt that the main driving power behind the fourth industrial revolution is AI. Yet, while AI is at its core, the revolution did not start overnight. Right now, AI is not the only component of the fourth industrial revolution. The revolution is taking place long after AI systems were first introduced in the 1980s.

I remember that during my computer science studies in Vienna, we had the first interactions with an expert system, which was a form of AI program that simulated the knowledge and analytical skills of human experts. Yet this system was not enough to power the fourth industrial revolution.

The revolution has mostly been driven by AI following advances in computer power and memory size. This is an industrial revolution because it is spreading across every industry, mainly through the democratization of cloud services. AI has become more mature and additional AI-based services, such as ML and the concept of big data, are providing the industrial...

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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.

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