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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

Leveraging smart cloud into CRM

In Chapter 5, Utilizing Artificial Intelligence and Machine Learning in Your CRM Strategy, we saw how you could leverage Microsoft's Azure Cognitive Services APIs to embed AI, including vision, speech, and text analytics, into your business application in order to build intelligent and automated services for your customers, and for your sales and marketing teams.

However, with Microsoft PowerApps and common data services, more integrated applications are looming on the horizon, with functionality coming already out of the box. A great example is the AI-driven relationship assistant from Microsoft; it is part of the new embedded intelligence suite of features you could leverage in Microsoft Dynamics 365.

The assistant keeps an eye on your daily activities and communications, then generates a collection of action cards (tasks) that are displayed prominently throughout the application, providing tailored, actionable insights. The assistant reminds you of upcoming...

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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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