Of the three major types of CRM, there is always one suitable for you!

Source: Fazzaco 2020-08-17

CRM customer management system is an indispensable system for most companies, especially in dealer companies. Specifically, CRM systems can be divided into collaborative CRM systems, data analysis CRM systems, and operational CRM systems.

Operational CRM system

As you might have guessed, the operational CRM system is built to make the company's daily processes easier to manage and automate. This means marketing, sales and customer service.

1. Sales management is usually the core component of any operational CRM system. It is designed to help your sales team manage their sales funnel, cultivate lead customers, track sales opportunities and win orders.

2. Marketing enables you to manage various common market-oriented tasks, such as potential customer mining, market activity evaluation, and collecting customer data to form a profile for customers.

3. Customer service refers to providing customers with more diversified service channels through processes or platforms, and forming a unified and efficient service process management internally.

Operational CRM is the most common (and most popular) CRM solution on the market, applicable to various industries.

2. Analytical CRM system

Analytical CRM aims to simplify the management of customer acquisition and retention, and to track detailed customer data. Companies that need to analyze large amounts of detailed customer data should consider using this type of CRM. The more data your business collects about customers (their buying behavior, concerns and characteristics), the more you should find an analytical CRM solution.

Analytical CRM can also be used to identify bottlenecks in the sales funnel, or find certain problems in sales and marketing, which will provide you with the necessary information when analyzing core business functions and implementing more effective methods of operation.

3. Collaborative CRM system

Collaborative CRM is built around the goal of improving the overall customer experience, which is primarily the communication between the team and the customer. Collaborative CRM implements this idea by allowing you to track and share customer data, from marketing and sales staff to customer service staff. Providing this information to your team can not only strengthen internal relationships, but also strengthen relationships with customers. The two main features of collaborative CRM solutions are interaction management and communication tools.

1. Interaction management: Allows you to manage all interactions with customers. Customers prefer to communicate through specific channels, and interaction management effectively handles various cross-channel communications.

2. Communication tool: to help you use the customer's preferred communication method more effectively. This could be social media, email, phone or instant communication tool. The characteristic of collaborative CRM is to focus on providing technical docking for these communication methods.

Although the above three types of CRM are distinctly oriented towards specific business goals, some excellent CRMs may have their own focus. A CRM system can have multiple types, with different focus directions, such as operational CRM (60%) + analytical CRM (20%) + collaborative CRM (20%).

In view of this, finding the right CRM system almost always requires a thorough examination of the company’s business goals and challenges in order to determine efficiency bottlenecks and problems to be solved.

Source: Zhike CRM

Of the three major types of CRM, there is always one suitable for you!

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