To get the most out of this book

This book covers all the important aspects of a modern CRM implementation with many real-life examples and also provides the tools and a high-level design and implementation guide for building a sustainable CRM solution for your business.

You will discover the most critical elements of a modern CRM implementation, both in theory and in practice.

We will talk about many great new ideas and technologies such as AI and ML, developments in recent years, state-of-the-art techniques, and finally how these technologies could actually be implemented within your CRM for your business.

This book is not deep technically. If you are a technical expert, you will be able to apply these ideas easily to your CRM implementation. It provides you with guidance for design, architecture, platform-selection, and implementation tools. It does not explain the bits and bytes of CRM; it assumes that you are either familiar with the basics of CRM or you can find the basic information easily on the internet.

This book involves storytelling, experience sharing, and knowledge sharing. It also covers the use of technological innovations in CRM solutions.

Download the color images

We also provide a PDF file that has color images of the screenshots/diagrams used in this book. You can download it here: https://www.packtpub.com/sites/default/files/downloads/9781789538922_ColorImages.pdf.

Conventions used

There are a number of text conventions used throughout this book.

Bold: Indicates a new term, an important word, or words that you see on the screen, for example, in menus or dialog boxes, also appear in the text like this. For example: "The bank's Customer Experience Program (CEP) is to start simplifying and improving the way in which the bank interacts with their clients."