CRM Basics

Types of CRM and How to Choose The Right One

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There are three different types of CRM software – Operational CRM, Analytical CRM, and Collaborative CRM. Most enterprise CRM systems contain all three areas within their solutions. They can overlap or work independently within the CRM. Depending on your business needs, you may need one or all three.

Operational CRM:

Operational CRM contains your front-office business management and business processes. This includes all communications throughout the lifecycle of your existing customers and potential customers. These communications can occur from the departments of service, sales, and marketing.

The primary function of Operational CRM is to take care of your customers. Real-time, automated internal processes make jobs easier and customers happier.

Teams Using Operational CRM:

Sales – A sales rep hasn’t called a top customer in a few weeks. A task sends an email reminding the rep to call their customer.

Marketing – A prospect fills out a form your website. Their contact information and details are created in real-time (or updated) in your CRM database.

Customer Support – A customer has not received an answer in a few days. The ticket is escalated and an email is sent to the customer support manager.

Operational CRM has Three Core Modules:

  • Enterprise marketing automation facilitating:
    • Marketing Automation
    • Campaign Management
    • Email Marketing
    • Website Integration
    • Customized Form Letters
    • Event-based marketing
  • Sales force automation tracking the sales process:
    • Opportunity Management
    • Line Item Quoting
    • Sales Dashboard with Charts and Graphs
    • Specifications development
  • Customer Service and Support via contact center, call center, web portal, email, Etc.:
    • Service requests
    • Product returns
    • Customer complaints
    • Knowledge Base Management

Analytical CRM:

Analytical CRM is your data analysis. It combines customer data collected in the Operational CRM and other outside sources. It finds behavioral patterns that improves business decisions and customer experience.

Teams Using Analytical CRM:

SalesA sales manager compares his Q4 forecast to last year’s sales in the same quarter. He notices one of his products is 75% less than last year.

MarketingA marketing manager notices one email in a campaign is not opened as much as the others. She changes the title of the email.

Customer Servicea services manager notices one product has more issues than normal. She calls the product manager.

Analytical application examples:

  • Financial Forecasting
  • Price Optimization
  • Customer Satisfaction Evaluation & Growth
  • Product Development
  • Risk Management
  • Sales Team Coverage Optimization
  • Cross-selling and Up-selling
  • Customer Retention

Collaborative CRM:

Collaborative CRM focuses on interaction with customers through customer touch points. This communication is shared across internal departments of a company. It improves team collaboration, increases customer service and business management.

Teams Using Collaborative CRM:

Sales and MarketingMarketing is notified when a prospect views your website. They call the salesperson who immediately calls the customer and makes a sale.

Customer ServiceA sales rep looks at his mobile CRM when walking in to see his customer. He notices the customer has called his sales technical support to report a problem.

Collaborative application examples:

  • Online services for convenience and cost reduction
  • Effective communication through various channels including automated phone, email, and internet
  • Profiling customer data during customer interaction
  • Social CRM
  • Mobile CRM

Whether your business is small, medium, or large, each of these solution types are beneficial. The goal of a CRM solution is to increase efficiency in your organization while increasing sales. Each of these types of CRM will achieve those goals, but having all three solutions will guarantee success.

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