Max Fatouretchi - The Art of CRM: Proven Strategies for Modern Customer Relationship Management
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Copyright 2019 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing or its dealers and distributors, will be held liable for any damages caused or alleged to have been caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
Acquisition Editor: Ben Renow-Clarke
Acquisition Editor - Peer Reviews: Suresh Jain
Project Editor: Kishor Rit
Development Editor: Alex Sorrentino
Copy Editor: Joanne Lovell
Technical Editor: Aniket Shetty
Proofreader: Safis Editing
Indexer: Rekha Nair
Graphics: Sandip Tadge
Production Coordinator: Sandip Tadge
First published: May 2019
Production reference: 1200519
Published by Packt Publishing Ltd.
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Birmingham B3 2PB, UK.
ISBN 978-1-78953-892-2
www.packtpub.com
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Max Fatouretchi's CRM journey began some 20 years ago as he started his small software business in Vienna, Austria, developing custom CRM applications for clients in Austria. Some 7 years, later he joined Microsoft's international team as a partner technology specialist and industry manager for Microsoft Dynamics 365 products for the next 13 years.
Throughout these 20 years, he has been engaged in many CRM implementations across the globe. The first one was with his own software company in Vienna, where he developed a CRM system for several banking clients in collaboration with HP (Hewlett Packard). At the same time, he fulfilled a role as a mentor and trainer, teaching CRM classes across Europe. After joining Microsoft, he started working with Microsoft teams across Europe the, Middle East, Africa, the Asia, Pacific, China, and Latin America to develop and deliver CRM projects to enterprise customers. As a lead architect and industry manager with Microsoft, he has participated in many CRM implementations with some 100+ multinational companies, mostly in the financial services industry.
I have much to be thankful for in writing this book, such as all my colleagues, clients, and partners who have given me the opportunity to work with them and learn from them in so many exciting projects; this book is my recognition for them all.
I would also like to express my deep gratitude to some of my colleagues, friends, and partners for their voluntary support in reviewing the contents of the book and for providing valuable feedback and input to improve it. My special thanks go to (in alphabetical order):
- Erener Ozkan, CEO at VeriPark
- Brissaud Philippe, Program Manager - Artificial Intelligence at Microsoft
- Fratello Nick, Microsoft Business Applications Solutions Architect
- Genov Yuriy, Chief Operation Officer of DSK bank
- Jamrik Ferenc, SLA Manager at Emarsys
- Khoso Jandost, Group Manager, CRM at Avanade
- Slepitsky Andrey, Architect, Business Applications Domain at Microsoft
- Venkata-chalam Ganapathy, Senior Program Manager at Microsoft
- Verlinden Philip, Architect, Business Applications Domain at Microsoft
- Vigan Corrado, Sales Executive - Program Manager Altitudo
- Wijns Bert, Architect, Business Applications Domain at Microsoft
Special thanks also go to Veripark for allowing me to leverage some of their intellectual properties in ,Getting to Know Your Customer, and building a comprehensive 360-degree client view. This is one of my favorite solutions with a very rich and easy UI architecture but with a very comprehensive and role-based 360-degree client view.
Guillermo Barker is an electrical engineer from Universidad de Chile. He is also a CRM consultant and was awarded certifications in Microsoft MCT and MAP last year. Prior to working as support manager at XMS Business Solutions, Guillermo spent almost 30 years in service management with a variety of CRM platforms.
This experience gave him wide knowledge about how to design and configure a Dynamics CRM and how such configurations can impact user adoption. Additionally, he has helped many companies with CRM and its installation, deployment, reporting and configuration.
Guillermo is also a trainer at Golden Training and Comunidad CRM (www.comunidadcrm.com). He is also a frequent contributor to Comunidad CRM on the internet and has reviewed the following books for Packt Publishing:
- Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
- Microsoft Dynamics CRM Customization Essentials
- Building Dynamics CRM 2015 Dashboards
You can read more about Guillermo at http://www.linkedin.com/profile/view?id=32635763&trk=tab_pro. He blogs at http://www.comunidadcrm.com/guillermobarker/.
Steve Ivie is an enterprise solutions architect with experience preparing businesses for the cloud. He has expertise in consulting, management, solutions, the cloud, and business development. His major focus is on business technologies for financial services, life sciences, healthcare, professional services, manufacturing, government, and the sports, and entertainment industries.
He is a partner at BluePrint Business Process Transformation , which is a Microsoft-focused professional services and independent software vendor with employees throughout the United States. As a value-adding partner to their clients, they provide strategic and tactical business solution advice and services in the areas of sales, customer service, marketing, project and field services, operations, talent, human resources, and financial management.
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