Types of CRM

Strategic CRM

Aligning business strategies and customer relationships to achieve

long-term business goals

• Examples: Customer Loyalty Programs, Customer Advocacy

Programs, Personalized Marketing

• Benefits: Building long-term customer relationships, increasing

customer loyalty and advocacy, improving customer lifetime value
Operational CRM

Managing customer interactions through various communication

channels such as phone, email, social media, etc.

• Examples: Sales Force Automation, Marketing Automation,

Customer Service & Support

• Benefits: Improving customer satisfaction, reducing response

time, increasing sales revenue
Analytical CRM

Analyzing customer data to gain insights and make informed

business decisions

• Examples: Data Mining, Business Intelligence, Customer

Segmentation

• Benefits: Identifying customer preferences, behavior, and trends,

improving marketing campaigns, increasing customer retention
Collaborative CRM

Sharing customer data and insights across different departments

and teams to provide a seamless customer experience

Examples: Customer Portals, Partner Relationship Management,

Vendor Relationship Management

Benefits: Improving customer satisfaction, reducing duplication of

efforts, increasing cross-selling and upselling opportunities