更新时间：2021-06-11 13:20:49
封面
版权页
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
Chapter 2. Getting to Know Your Customer
The 360-degree client view
Case study — VeriPark
Client profiling
Interaction history
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
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
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
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
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
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?
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
Index
