Are you thinking of starting a new CRM Project ?
Are you thinking of upgrading your CRM ?
Are you thinking of just learning what lies in a CRM ?
Are you planning to architect any CRM solutions ?
If the answer to any of the above is "YES", then read on ...
This is a review on the book titled .... "The Art of CRM by Max Fatouretchi "
In this book Max starts off explaining what the key ingredients are for a successful CRM design and he says that there is no single method that can be used in all CRM projects.
Then he goes on and explains how critical it is to know your customer and build a strong 360-degree client view, to enable the customer to improve their product offering and untimely improve their operational costs and revenue.
He also emphasises that the the CRM design that you conceptualise should reflect both the present and future architectural approach you take towards your processes, applications, data, security and deployment decisions that in turn are driven by business requirement.
Based on his vast experience, he also outlined that the Agile methodology has proved to be best suited for modern CRM projects with the technological advances such as AI, Big data and Machine Learning.
He has neatly explained with the case studies and use case examples that AI in combination with CRM processes will improve customer experience and business insights.
In the last chapter, he concluded that the future of CRM will be more like a Lego Model -- consisting of colourful, interlocking, functional modules accompanying an array of gears, connectors and other services that are well integrated.
If you would like to implement a successful cost-effective CRM platform, then I definitely recommend to read this book
