what are the different types of customer relationship management (CRM) by Lawry Matteson
CRM comes in several types. Here we concentrate on the three most popular ones. Analytical CRM It is a solid and dependable platform. When implemented it offers supports for the analysis and operations of organizational back-office. It provides analytical applications that aid the business in the prediction, optimization and scaling of customer relations. The analytical CRM deals with the process and operations that deal with the customer indirectly. It is set to examine the information and data of the customers. It also discloses all the crucial information and customers’ behavior. The sole aim of different types of customer relationship management system is to enhance, develop and support the organization’s decision-making ability. This determines the predictions and strong patterns in the data and information of a customer corrected from various operational CRM systems. Collaborative CRM This type deals with management and incorporation of customer interaction and communication channels like fax, email, web, iPad, and phones. The aim here is to provide the customers with systematic and consistent ways of dealing with the company without going through the whole process of providing their information all over again. Collaborative CRM is divided into two aspects: The interaction management: It is a management process, which deals with all the communication, or integration channels process designing. It enhances the degree of communication existing between the customers and the organization.
Channel management: It ensures that the business channels are powered and the customers are able to interact freely. This is done after the interaction medium has been analyzed and implemented. Technology is very essential here because it ensures effective contact with customers and helps the organization in gathering information. It is a significant factor for an organization to be organized in duties and channel responsibility. This helps it understand the customers better. Operational CRM
The main concentration of this type is the enhancement, improvement and the automation of the processes of the business. These three areas are based on customer supporting and customer facing. The systems are surrounded by automated applications. They include:
Marketing automation: It concentrates on automatic marketing processes.
Sales-force automation: It is used in dealing with new and existing customers. The system is used in customer identification and maintaining the important information.
Service automation: It deals with service managing organization. It concentrates on actual customer interactions. About Author: Lawry Matteson is fresh content writer, editor and supplier for webCRM – a company providing CRM solution based on the cloud in eleven languages and countries since 2002, and he likes to write and actively participate in latest CRM discussions, guides, solution reviews and ratings.