Describe the two types of customer relationship management applications

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describe the two types of customer relationship management applications

How do different business functions benefit from using CRM? CRM software improves customer relationship management by creating a ° view of the. Customer Relationship Management, better known as CRM, is a broad term that covers offers different types of packages that accommodate customer relationship We at Straight Marketing implement various CRM software packages that. CRM Types - Learn Customer Relationship Management starting from We have different types of CRM according to the changes in customer portfolios, speed of Collaborative CRM, Based on application of technology across organization.

There are mainly three types of CRM applications — Operational, Analytical and Collaborative to perform all these activities. Operational CRM streamlines the business process that includes Sales automation, Marketing automation and Service automation. Sales automation helps an organization to automate sales process.

Types of CRM - Operational, Analytical, Collaborative

Main purpose of sales automation is to set standard within organization to acquire new customers and deal with existing customers. It includes various CRM sales modules like lead management, contact management, Quote-to-Order management, sales forecasting.

describe the two types of customer relationship management applications

Main purpose of marketing automation is to find out the best way to offer products and approach potential customers. Major module in marketing automation is campaign management.

Customer Relationship Management (CRM)

Service automation enables business to retain customers by providing best quality of service and building strong relationship. Analytical CRM Analytical CRM helps top management, marketing, sales and support personnel to determine the better way to serve customers.

describe the two types of customer relationship management applications

Data analysis is the main function of this type of CRM application. It analyzes customer data, coming from various touch points, to get better insights about current status of an organization.

describe the two types of customer relationship management applications

It uses information technology to create a cross-functional information system called Customer relationship management CRM information system that integrates and automates a firms many customer-related business processes in sales, marketing, and customer services to provide quick, convenient, and consistent service to its customers. Earlier, the business processes of different business functions were isolated from one another and, thus, various customer information were fragmented indifferent systems.

There was no provision for consolidating all the customer-related information in order to provide a unified view of a customer to the organization and its employees who need to interact with the customers.

However, this problem was resolved with the help of CRM systems. This consolidated info is stored in a common customer database and made available across the organization via the Internet, intranet, or other network links.

Operational CRM It provides support to front-office business processes that involve direct interaction with customers through any communication channel, such as phone, fax, e-mail, etc. The details of every interaction with customers, including their requirements, preferences, topics of discussion etc.

Thus, it presents a unified view of customers across the organization and across all communication channels.

Types and Benefits of Customer Relationship Management (CRM) | Management Study HQ

This helps to approach the customers with pertinent information and proposals that satisfy their needs. Collaborative CRM It allows easier collaboration with customers, suppliers, and business partners and, thus, enhances sales and customer services across all the marketing channels. Examples of collaborative CRM applications are partner relationship management PRMcustomer self-service and feedback, etc.