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The Art of CRM
最新章節：
Index
CRMsystemshavedeliveredhugevaluetoorganizations.Thisbooksharesprovenandcutting-edgetechniquestoincreasethepowerofCRMevenfurther.InTheArtofCRM,MaxFatouretchishareshisdecadesofexperiencebuildingsuccessfulCRMsystemsthatmakearealdifferencetobusinessperformance.Throughclearprocesses,actionableadvice,andinformativecasestudies,TheArtofCRMteachesyoutodesignsuccessfulCRMsystemsforyourclients.Fatouretchi,founderofAcademy4CRMinstitute,drawsonhisexperienceover20yearsand200CRMimplementationsworldwide.BringingCRMbanguptodate,TheArtofCRMshowshowtoaddAIandmachinelearning,ensurecompliancewithGDPR,andchoosebetweenon-premise,cloud,andhybridhostingsolutions.Ifyou’relookingforanexpertguidetoreal-worldCRMimplementations,thisbookisforyou.
目錄(96章)
倒序
- 封面
- 版權頁
- Why subscribe?
- Packt.com
- Contributors
- About the author
- About the reviewers
- Preface
- Who this book is for
- What this book covers
- To get the most out of this book
- Get in touch
- Introduction
- My history with CRM
- The key ingredients for a successful CRM design
- Summary
- Chapter 1. What is CRM?
- The three main pillars of CRM
- A bank and a new CEO
- Jumping on board with CRM
- Introducing case studies
- What to take away from the five case studies
- Summary
- Chapter 2. Getting to Know Your Customer
- The 360-degree client view
- Case study — VeriPark
- Client profiling
- Interaction history
- Summary
- Chapter 3. Conceptualizing the CRM Design from Business Requirements
- My experience
- DX
- Digital disrupters
- It's about customer experience
- A tale of two case studies
- Design elements of a CRM solution
- Where to start?
- Solution Blueprint
- Processing catalog
- Application architecture
- Data architecture
- Architecture Trade-off Analysis Method (ATAM)
- Integration architecture
- Summary
- Chapter 4. Architecting Your CRM Solution – Preparing for Today and Tomorrow
- The history of the Agile methodology
- Backlog
- You need a modern CRM platform to start with
- The broken ATM
- TCO/ROI
- Summary
- Chapter 5. Utilizing Artificial Intelligence and Machine Learning in Your CRM STRATEGY
- Digital business
- Evolution of AI
- The current state of AI
- Teaming up AI with people
- The ethical aspects of AI
- An example of AI in CRM processes
- IoT
- Summary
- Chapter 6. GDPR and Regulatory Compliance
- Why is GDPR here?
- What is GDPR?
- GDPR impacts technology tools people and processes
- GDPR from a business point of view
- Summary
- Chapter 7. CRM Integration Strategies
- Building synergy to orchestrate business processes
- Factors relating to data integration
- Stakeholders
- UI-level integration
- Integration techniques
- Master data management
- Extract-transform-load or data hub?
- Simple object access protocol
- Integration project phases
- Initial data load
- System performance
- Summary
- Chapter 8. Cloud Versus On-premise Versus Hybrid – The Deployment of a CRM Platform
- Factors influencing vendor selection
- Hybrid deployment
- So what are your options?
- Summary
- Chapter 9. CRM Differentiators
- It's not about the feature list; it's about the ecosystem
- The fourth industrial revolution and CRM
- To cloud or not to cloud?
- Leveraging smart cloud into CRM
- Big data
- Social selling and advertising
- AI and smart cloud
- Implementation tools
- A sustainable CRM platform
- Summary
- Index 更新時間：2021-06-11 13:20:49
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