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The Art of CRM

You're reading from   The Art of CRM Proven strategies for modern customer relationship management

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Product type Paperback
Published in May 2019
Publisher
ISBN-13 9781789538922
Length 360 pages
Edition 1st Edition
Concepts
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Author (1):
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Max Fatouretchi Max Fatouretchi
Author Profile Icon Max Fatouretchi
Max Fatouretchi
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Table of Contents (13) Chapters Close

Preface Introduction FREE CHAPTER 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 Other Books You May Enjoy Index

Processing catalog

The key artifact of a Solution Blueprint is the processing catalog, and it's the basis of all solution-related artifacts. The framework of the processing catalog is composed of base processes that represent a general flow of a business operation. Each base process has one or more specific execution paths referred to as scenarios, use cases, or user stories.

This framework is formed of processes and scenarios used to catalog the requirements of the solution, which in turn relate to either fits or gaps. Let's take a look at each one of them:

  • Fits are requirements that are supported by the standard application. Fit requirements eventually drive application configurations.
  • Gaps are requirements that require application modifications. Gap requirements are related to the functional and technical designs that describe how the gap will be addressed through code modifications or code extensions.

The statistics about the total workstreams, the total processes, and the requirements...

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