The Art of CRM

Helpful content! A much needed update in the field of CRM. This is the GO TO for those wanting to learn CRM or expand and grow.

Despite modern techniques, processes, technologies and trained people, CRM projects continue to be a challenge for the brave souls who understand the huge benefits that can be gained from success. Max took the time and made the effort to share his experience and knowledge on the projects that he has worked on over the course of his career. There is nothing like experience when it comes to reducing the risks of a CRM project.In the book there is a fine line between a business person's perspective of a heart beating, line of business, major change and the project team members and the technical team's perspective of the project. This line sometimes gets a little grey when the writer is trying to express the details. He sometimes shifts withing a section unintentionally.The beginning of the book sets good context using examples of building architecture. The example of the Sydney Opera house versus the Taj Mahal projects. The examples stick in the readers mind as the rest of the text flows through the case histories.Another key aspect of this book is the ability of the book to focus on key technologies that are important to include in the discussions when starting a CRM project. These concepts include items such as how does A.I. fit within the project scope and does the team need to consider GDPR, Machine Learning, and the very common demand for the 360 Degree view.I did find that I had to concentrate a little harder than perhaps some books might require when reading this book, but overall the knowledge shared was important to absorb and appreciate. I will remember much of this book as I work on future CRM projects and will leverage this great knowledge shared for future customer success.

I enjoyed this book a lot, and it was easy to read and digest.The book is about designing a better CRM solution with improved customer experience for all kind customer communications to achieving the anticipated business result.When you read this book, you will better understand business pain points, how to build better the digital transformation strategies and the process of designing a CRM solution.You can find the qualities of an effective and efficient CRM system and case studies in the book, such as customer 360 views with examples and screenshots, real-life scenarios and, case studies from Uber, The Guardian and VeriPark and more.The book has detailed sections for AI & Machine Learning, Integrations, GDPR, Cloud vs. On-Prem vs. Hybrid deployments.The AI and machine learning section will open your eyes to see how you can bring AI and MachineLearning into the picture while designing a solution to put the better customer experience in place.The book will help you to design the enriched CRM solution with relevant customer data from different source system in your organization. Integration scenarios and techniques can help project teams about integration approaches.GDPR section covers a detailed explanation of regulatory requirements and impact on your solution and how to incorporate these requirements in your design.In total, I enjoyed the book, and I found many correlations with real-life scenarios. It will be very wise to read this book to learn from other’s experiences before starting any new CRM project.

I was provided a review copy of the text for free.I've been delivering projects using Dynamics CRM for 9 years now. This book includes a lot of distilled advice from the author's even lengthier experience with the platform.The first few chapters set the stage, defining what CRM is, how to organize a project, and how to make sense of what, for most organizations, is a transformative experience.The next chapters discuss CRM projects in more detail, including advice on preparing architecture diagrams, solution blueprints, and backlogs.Next up is a chapter about AI and Machine Learning, which is timely and relevant for most organizations.The GDPR chapter that follows is well written and easy to understand.The next two chapters discuss integration strategies and where to host your CRM implementation.The book ends with a discussion of the Microsoft ecosystem, relating the topics back to the earlier chapters.I recommend this book to anyone starting a CRM project that wants to jumpstart their understanding of what lies ahead. The book contains hard lessons from an author who has experienced many complex projects across a number of industries and different countries.Highly recommended.

The art of CRM starts from defining what CRM is, which is one of the most common questions I receive on this subject. the book continues on giving guidance on requirements, projects implementation and architecture guidelines. There are tens of useful insights throughout the book, to the extent, how a bank can provide better customer experience by integrating ATM downtime logs to CRM and then to Field Service to ensure the most timely response. What I liked the most is the coverage of three very debated areas: Usage of AI in CRM projects, the impact of GDPR regulation to CRM projects and finaly the very debated cloud or on-prem deployment. The book has three chapters covering these topics.Max did a great job in bringing in year's of experience in this excellent book. I recommend this book for every professional concerned about enhancing customer experience.

The author is clearly an expert in CRM implementation. This book is a gem and covers all the topics thoroughly. The processes have been explained clearly. There is plenty of advice for everyone and several case studies are also presented. This is a book for someone who wishes to implement CRM like an expert. All the latest cutting edge technologies have been dealt with and bring the reader up to date in advances in the last few years. I recommend this book to anyone who has an interest in CRM implementation and maintenance.

If you've read a lot about CRM, be sure to read this book. If you know little about CRM and want to know more, then be sure to read this book. What makes it so interesting are the many practical examples.

I have a basic knowledge of CRMs but I did not learn anything reading this book. All the author's experiences are related to banks and are not simply applicable to other fields. There are continuos references to other chapters of the book. The main CRM concepts like what is a lead, what is an opportunity, what is an account are not explained while there is a huge cut and paste from the agile manifesto. The AI chapter is banal. I am sorry for the author that for sure is an expert in the CRM field, but I really did not like this book.

I have stumbled upon the book searching on the Internet, bought it and used it since then in all matters regarding our ongoing CRM project in the company. It turned out to be very valuable and I can recommend it to everyone with CRM engagements or implementations.