A Customer Relationship Management (CRM) system is a tool used by businesses to manage and store data about their customers. This information includes their contact details, purchase history, customer compliments and complaints, sales opportunities, and open enquiries. In a nutshell, a CRM is a comprehensive approach to customer relationship management.
This article focuses on the 5 different types of CRM software. Stick around to understand each type, and how to pick the best one to help your business reach its goals. The 5 different types of CRM software you can choose from are:
- Operational
- Collaborative
- Analytical
- Strategic
- Campaign management
Let’s now dive into each one of these CRM software types.
Operational CRMs
Operational CRM software allows your business to be managed based on consumer data collected through software. This tool helps departments like customer service, sales and marketing better support a business potential and existing customers. Operational CRM tools allow you to structure information about your contact and develop a set standard procedure and the software is embedded with automation applications that include:
- Service Automation
- Sales Automation
- Marketing automation
By utilising this software, different departments within a business can integrate and work together on capturing and closing deals. Having all the information stored in one tool ensures that there is less chance of losing a deal due to department miscommunication.
Analytical CRMs
An analytic CRM helps businesses effectively utilise information gathered about customers. This tool helps businesses recognise patterns in different data sets, which allows them to make informed business decisions. For example, operational CRMs attribute customers to the sales funnel and analytical CRMs help a business understand them.
Collaborative CRMs
Collaborative CRMs allow different teams within a business to easily share information about their customers. This CRM’s tools’ emphasis is on customer service. Collaborative CRM’s enhance the exchange of information between marketing, sales, and support teams which makes addressing customer enquiries a walk in the park.
Campaign management CRMs
Campaign management CRM software is a perfect blend of operational and analytical CRM tools. This tool allows for the use of collected customer data and insights to drive marketing and sales campaigns.
Strategic CRMs
A strategic CRM gives your business access to immediate consumer insights, adjusted to the way your business communicates with its customers. Strategic CRM’s are a useful tool if your organisation focus is on long-term relationships, rather than quick sales campaigns.
Best CRM Software for Your Business
Some of the CRM types can be found within one tool. This software offers different plans for different purposes. If you don’t know exactly what type of CRM your business needs, ask yourself the following questions:
- Do you want to automate the marketing or sales of your business?
- Do you want to manage, organise, and nurture your sales leads effectively?
- Are you looking for solutions to analyse your customers?
- Is long-term relationships with customers a business priority?
Based on the answers to these questions, you can determine what tools you need to achieve your business’s goals.
Best CRM Software South Africa
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