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CRM Types Differences

The document outlines three types of Customer Relationship Management (CRM): Strategic, Operational, and Analytical. Strategic CRM focuses on winning and retaining key customers, Operational CRM aims to deliver timely customer data for effective sales and service, while Analytical CRM utilizes data analysis to enhance marketing and sales efficiency. Each type involves specific applications and analytics to improve customer interactions and organizational processes.

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5 views1 page

CRM Types Differences

The document outlines three types of Customer Relationship Management (CRM): Strategic, Operational, and Analytical. Strategic CRM focuses on winning and retaining key customers, Operational CRM aims to deliver timely customer data for effective sales and service, while Analytical CRM utilizes data analysis to enhance marketing and sales efficiency. Each type involves specific applications and analytics to improve customer interactions and organizational processes.

Uploaded by

arghyaraymalakar700
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Strategic CRM Operational CRM Analytical CRM

In this kind of CRM, strategy It is one of the important It is an important objective of a


aims to win and keep carefully objectives of CRM program CRM program which is to
chosen customers of customer which is to create a reduce the cost of the customer
segments. comprehensive customer related interface operations.
database.

Strategic CRM is to be used to In operational CRM the main Analytic CRM is basically used
ensure that all the salespeople concern is to deliver customer to automate customer service
can understand or are able to data to the sales people at the processes to make them more
understand which customer they right time so that they can cross- effective and efficient.
want to serve. sell and up-sell customers.

In this kind of CRM, the strategy In this kind of CRM type there is In Analytical CRM because of
helps to identify high volume a need to deliver customer data the automated marketing process
customers. to the frontline staffs so that they that makes them more efficient
can sell, market and service to and effective.
the customers more effectively.

In this kind of CRM customer It enables a company to conduct In Analytical CRM the
information is required to intelligent analysis of the automated selling processes
construct customer profiles customer data to guide makes them more efficient and
which are used to improve the salespeople for better marketing effective.
consistency of the customer’s and sales efforts.
experience.

Strategic CRM involves the Operational CRM involves Analytical CRM involves the
following factors: following automation following kinds of analytics:
1. Customer management applications: 1. Customer Analytics
orientation. 1. Salesforce Automation 2. Marketing Analytics
2. Integration and alignment of 2. Marketing Automation 3. Sales Analytics
organisational processes. 3. Service Automation 4. Service Analytics.
3. Information capture and 5. Channel Analytics.
alignment of technology.
4. CRM strategy
implementations.

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