CRM कितने प्रकार के होते हैं

CRM कितने प्रकार के होते हैं

प्रेम का प्रसार

ग्राहक संबंध प्रबंधन (सीआरएम) is essential for any business that wants to increase its customer base and make sure customers are satisfied. Here, we’ll look at the different CRM solutions that can help your business grow.

Operational CRM automates customer interactions such as marketing, sales, and service. Collaborative CRM helps departments communicate, creating efficient workflows. Analytical CRM helps businesses analyze customer data and preferences.

Choosing the right CRM is key to success. Grand View Research Inc. found that the global CRM market size was USD 58.04 billion in 2020. It’s predicted to grow at a Compound Annual Growth Rate (CAGR) of 14.2% from 2021-2028.

CRM types vary, but they all do the same job: keeping customer relationships strong.

सीआरएम कैसे चुनें

Types of CRM

To discover the various types of Customer Relationship Management (CRM) and choose the one that’s most suitable for your business, dive into the ‘Types of CRM’ section with ‘Operational CRM, Analytical CRM, Collaborative CRM’ as the perfect solution. Each sub-section will showcase the unique features and functions of these CRMs, providing insights into which CRM can serve your business better.

सीआरएम कैसे चुनें

Operational CRM

Operational Customer Relationship Management (CRM) is a type of CRM that focuses on automation. It helps organizations manage customer interactions across multiple channels. The system saves time with pre-written emails and automated reminder messages. Additionally, it allows companies to optimize customer behavior.

Invest in an easy-to-use Operational CRM system with simple usage plans for maximum effectiveness. CRM is the business version of a relationship therapist, without the awkwardness and the need to share your feelings.


ग्राहक संबंध प्रबंधन (सीआरएम) comes in various types. Operational CRM looks to streamline customer-facing processes such as sales, marketing, and customer service. Analytical CRM allows businesses to analyze data for increased satisfaction and identify potential opportunities. Collaborative CRM encourages collaboration between teams and departments, with customers at its heart.

Specialized CRMs are available for industries like healthcare, real estate, finance, and more. The type of CRM depends on the industry, company size, and requirements.

प्रो टिप: Assess which type of CRM suits your organization’s needs before deciding.


It’s crucial to understand the features of different CRM types to implement and benefit from them. This can improve organizational efficiency & customer interaction.

  • Operational CRM: Focuses on support, sales & marketing automation.
  • Analytical CRM: Analyzes data to improve customer satisfaction & find inefficiencies.
  • Collaborative CRM: Aligns multiple departments for uniform objectives.
  • Campaign management CRM: Facilitates design, execution, tracking & management of campaigns.
  • Social media CRM: Provides presence on social media for customer engagement.
  • Mobile CRM: Enables real-time updates from mobile devices for faster resolution & better productivity.

Customization is essential for the best utilization of any CRM. Don’t miss out on the opportunities that come with proper implementation. Understand the details to choose the right one.


CRM systems come in various types, all designed to help manage customer data and interactions. Here are three significant examples.

The first is customer service-oriented CRM. This type helps improve customer support quality, resolve inquiries quickly, and reduce response time. It includes help desk software, live chat systems, and customer portals.

Sales-oriented CRM helps businesses develop an efficient sales process. It optimizes lead management, automates sales activities, and prioritizes opportunities. The features include sales forecasting tools, lead tracking, and analytics solutions.

Marketing-oriented CRM aids in implementing effective marketing strategies. It provides insights into consumer behavior and conducts target audience segmentation. Email marketing software and social media monitoring tools are common applications.

Here’s a table summarizing the types of CRM and their primary functions:

TypePrimary Function
ग्राहक सेवाImprove Support
बिक्रीEnhance Sales
विपणनBoost Marketing

It’s important to choose a CRM type that fits your business’s primary area of focus and customize it for the best results.

Analytical CRM

When it comes to tracking customer data, businesses use various types of CRM. One of them is Analytical Customer Relationship Management (CRM). This type focuses on analyzing customer information to better the overall customer experience and generate more profit.

Analytical CRM has tables with key metrics such as purchasing habits and transaction history. The table below shows the importance and usage of these metrics for analyzing customer behavior:

Customer valueउच्चSegmenting users
Lead scoreमध्यमPrioritizing leads
EngagementकमMeasuring engagement

Analyzing these metrics is important for predicting customers’ behavior. This helps create effective marketing strategies and personalized user experiences.

To make use of Analytical CRM, software with integrated AI technology is needed. By using machine learning processes such as predictive modeling, businesses can gain insights that help them stay ahead.

Time waits for nobody. Business owners must act fast. Implementing an Analytical CRM brings multiple benefits that lead to long-term success.


Customer Relationship Management (CRM) is a business strategy that focuses on managing interactions between a company and its customers. It involves collecting, analyzing, and using customer data to increase customer satisfaction and retention.

CRM can be broken into three types:

  1. Operational CRM handles automating sales, marketing, and customer service processes.
  2. Analytical CRM uses customer behavior data to spot trends and make better decisions.
  3. Collaborative CRM enables different departments in an organization to work together and improve the customer experience.

The type of CRM you choose should depend on your goals and objectives. The wrong type of CRM could negatively affect customer experience and cause low customer retention rates.

For your business to succeed, you should invest in the right kind of CRM that fits your needs. Don’t miss out on optimizing your company’s relationship with its customers – choose a CRM system that works for you.


CRM tools possess essential characteristics that enable organizations to optimize their customer relationship management. These features facilitate the streamlining, automation, and improvement of business processes linked to customer engagement.

उदाहरण के लिए, customer data management helps businesses classify customers and monitor their interactions. Sales automation automates lead management, forecasting and tracking of sales, and order processing. Moreover, विपणन स्वचालन sets up lead-generation processes and ensures personalized customer communication.

Analytics and reporting also generate reports on key performance metrics using data from previous sales cycles or marketing initiatives. Additionally, customization and integration features provide customizable fields that can be matched to specific business needs. APIs also enable the integration of other enterprise apps, simplifying the flow of information.

It is important to take into account that even the most feature-rich CRM platform might have its limits depending on the size and complexity of a business. An ideal tool should be chosen for the specific needs of a business instead of opting for a comprehensive solution.

Pro Tip: Make sure your preferred CRM system can integrate with many asset platforms including ERP, SCM, PM, HRIS, web analytics software, e-commerce tools, and others.


Various CRMs are available to help businesses. Let’s look at a few examples.

See the table below for the types of CRM systems this article talks about.

Types of CRMविवरण
Operational CRMCollects, interprets, and analyzes customer data for strategic decisions
Analytical CRMCollects, interprets and analyzes customer data for strategic decisions
Collaborative CRMImproves communication between departments in an organization

Note that Collaborative CRM promotes working together, which can improve customer satisfaction.

In contrast, if an organization only uses “Operational” or “Analytical” CRMs, it can miss out on the benefits of cooperation.

For example, one organization used task management tools connected to customer profiles. This resulted in improved team communication and customer relations.

Collaborative CRM

Collaborative Customer Relationship Management (CRM) is all about teaming up with business partners, suppliers, and customers. It enables businesses to get insights into customers’ needs and preferences. Plus, it promotes open communication between the company and customers. This system also helps in making better products, services, and faster deliveries.

इसके अतिरिक्त, Collaborative CRM also taps into social media to acquire customer feedback. This form of CRM is said to have evolved from Electronic Data Interchange (EDI), which is used to swap data electronically among businesses.


ग्राहक संबंध प्रबंधन (सीआरएम) has various types. The first type is operational CRM. It covers functions like marketing automation and sales force management. Analytical CRM includes predictive modeling and customer segmentation, to help companies understand customer needs & behaviors.

Collaborative CRM streamlines communication between departments like technical support and finance. It creates a unified approach to revenue generation.

Mobile CRMs give organizations real-time access to customer data. This allows them to quickly respond and be efficient. Incorporating these CRMs can benefit businesses by enhancing operations, increasing sales opportunities, and driving up profitability.


A deep dive into the features of सीआरएम uncovers key attributes that make it powerful. These are:

  • Personalized communication, which lets businesses craft special customer experiences, boost brand commitment and comprehend client needs.
  • Streamlined workflow management, allows companies to optimize their processes, reduce mistakes, and gain insights into their biz operations.
  • Seamless integration capabilities, which means CRM can be connected with third-party software, making all activities centrally available.

Plus, there are advanced functionalities like analytics dashboards, marketing automation tools, and cloud infrastructure components, letting you access data from any location without sacrificing security or privacy.

प्रो टिप: Boost your CRM’s ROI by opting for vendors offering tailored product features that fit your company’s goals.

Examples of CRM include:

  • the one that always asks for your email
  • the one that never remembers your name
  • the one that sends you daily sales pitches like a desperate ex.


To fathom the varieties of CRM applications, let’s take a look at some popular ones used in the business world. Here’s a table:

CRM TypeविवरणExample Companies
Operational CRMHandles customer interactions & transactions across different channels.बिक्री बल, Oracle, SAP
Analytical CRMGathers & examines customer data to advance business strategies & decisions.IBM Watson Analytics, ज़ोहो सीआरएम Analytics, InsightSquared
Collaborative CRMIncreases customer engagement & collaborations within an organization.Zendesk Collaborative Software, Kayako Fusion Collaboration

But there are other CRMs, such as strategic or e-commerce, not used as much as those mentioned above.

Comprehending the kinds of CRMs available will help businesses select an apt system for their organization’s needs. It is critical for companies to invest in a reliable CRM solution to manage customer relationships effectively and boost their business performance.

Types of CRM software

To understand the different types of CRM software, the solutions lie in exploring the options available for businesses. In this section, let’s explore the benefits of cloud-based CRM and on-premise CRM. Both solutions have unique advantages that cater to different business needs.

Cloud-based CRM

The following table shows the key benefits, features, and examples of cloud-based CRM:

फ़ायदेIncreased flexibility & scalability
विशेषताएँAutomated data backups & updates
ExamplesSalesforce, Zoho

Unique details: Integration with other online tools, personalized customer experiences, predictive analytics & machine learning algorithms.

Real-life example: A sales team achieved better results & increased revenue. They had access to up-to-date customer info & used the same platform for customer insights & sales strategies. This allowed them to understand prospects’ needs & preferences, resulting in more effective communication.


Customer Relationship Management (CRM) software is a set of tools to help businesses manage customer interactions. These programs let companies organize, track, and analyze customer data.

There are three main types of सीआरएम सॉफ्टवेयर. Operational CRM automates and streamlines customer-oriented processes such as sales, marketing, and customer support. Analytical CRM helps companies understand customer buying patterns and preferences. Collaborative CRM improves communication between departments to increase customer satisfaction.

आगे, industry-specific CRMs are available for sectors like healthcare and finance. These solutions provide tailored features that suit sector needs.

प्रो टिप: Before selecting a CRM system, consider your business goals and pick a solution that aligns with them.


CRM Software Functionality – Let’s Get Crazy!

CRM software’s here to help businesses like yours manage interactions with customers and prospects. Here are six functionalities to consider:

  • नेतृत्व प्रबंधन
  • बिक्री पूर्वानुमान
  • विपणन स्वचालन
  • रिपोर्टिंग और विश्लेषिकी
  • ग्राहक सेवा और सहायता
  • वर्कफ़्लो स्वचालन

Plus, some CRM systems have advanced features, like gamification, social media integration, or AI-powered predictive analytics. These offer extra efficiency and insights.

Fun fact: CRM software started as a basic contact management tool in the ’80s. Now, they’ve evolved into super-powered solutions. They help businesses improve customer relationships and drive growth.


Customer Relationship Management (CRM) software is used to manage interactions with current and potential customers. It helps in improving business relationships, customer retention, and sales growth. Three examples of popular CRM software are बिक्री बल, हबस्पॉट, और जोहो.

CRM software typically includes features such as sales forecasting, data analytics, lead management, and more. These features are helpful in streamlining business processes and improving customer interactions.

A comparison table of the three CRM software options is shown below, with details on Pricing, Features, Ease of Use, and Support Availability:

सॉफ़्टवेयरमूल्य निर्धारणविशेषताएँउपयोग में आसानीSupport Availability
बिक्री बलExpensive, starting from $25/user/monthSales forecasting, lead management, contact management, marketing automation, analytics, reporting, and moreIntermediate to difficult24/7 phone, email, chat support
हबस्पॉटFree – $1200/monthOnline support, and phone support only for paid plansEasy to intermediateEmail, phone, and chat support
जोहोFree – $35/user/monthMarketing automation, lead management, contact management, sales forecasting, customer service automation, and moreEasy to intermediate24/7 phone, email, and chat support

While bigger businesses might prefer these options, smaller businesses could find simpler CRM solutions. Before deciding, businesses should take their budget, goals, and operational methods into account, as well as any unique organizational processes that define their company. For those who like having physical custody of their software, on-premise CRM is an option to consider.

On-premise CRM

For businesses wanting to keep their CRM software within their own control, an on-premise customer relationship management system may be beneficial. This means the software is installed and run on the company’s own servers, not a third party’s.

On-premise CRM offers full control over data privacy and security, no ongoing subscription costs after the initial purchase, and potentially faster access times for data queries. But, there is an upfront investment in hardware and software, all maintenance and upgrades are the company’s responsibility, and remote access capability is limited without extra setup.

This feature of having complete autonomy gives companies the ability to set up their software with their own specifications. However, any downtime or hardware malfunctions can be a challenge.

फोर्ब्स states that organizations needing to maintain strict compliance requirements should look at on-premise systems as an option.


CRM software is a must for modern businesses! It’s all about software solutions that help companies manage customer interactions and relationships. All customer data, interactions, and history are stored in one place. This helps businesses understand customers and offer personalized service.

Different categories of CRM software exist. Analytical CRM involves analyzing customer patterns. Operational CRM manages customer interactions with sales automation and contact centers. Collaborative CRM encourages communication between teams to foster customer relationships.

Analytical software can spot trends that could affect business. Operational apps improve the efficiency of the sales process. Collaborative solutions create a unified info base for easy access to customer info.

The concept of CRM began in the 1970s with databases of customer info. Now, many varieties of CRM software offer features beyond client info.


CRM software has distinct features that meet different organizational needs. These features differ from one CRM software to another. The factors that make them special include:

  • अनुकूलन – allowing users to tailor the software to their organizational needs.
  • स्वचालन – managing repetitive tasks without any manual input.
  • एकीकरण – connecting different applications to support customer interactions.
  • रिपोर्टिंग और विश्लेषण – providing insights into customer data for informed decisions.
  • Collaborative capabilities – enabling users to share information across departments and locations.

Unique Elements

Besides the standard features, other unique elements make some CRM software stand out. These include loyalty program management tools, workflow management systems, sales forecasting mechanisms, social media monitoring tools, and more.

The Birth of CRM Software

Back in 1986, ACT! developed the first-ever contact management solution for PCs. This was because a group of businessmen needed a system to store their client data on a computer – instead of their Rolodex cards. Pat Sullivan and Mike Muhney came up with ACT!, which set the foundation for Customer Relationship Management.


Searching for CRM software? Here are three potentials:

  1. सेल्सफोर्स सीआरएम for businesses with complex sales and long-term client relationships. It has customizable modules and extensive dashboards.
  2. हबस्पॉट सीआरएम is ideal for smaller businesses – user-friendly and with features like contact management and analytics.
  3. ज़ोहो सीआरएम offers a suite of tools including email marketing and social media integration, plus a mobile app and customer portal.

Assess your needs and user reviews carefully to choose the right CRM software – it’s like finding the perfect pair of shoes!

Types of CRM tools

To understand the different types of CRM tools with Sales CRM, Marketing CRM, and Service CRM as solutions, we’ll explore their unique features and benefits. Each CRM tool serves a specific purpose in streamlining customer-related activities.

The Sales CRM aids in tracking and managing sales leads and customer interactions. Marketing CRM helps in automating marketing campaigns and analyzing customer data, while Service CRM assists in managing customer support requests and inquiries.

Sales CRM

CRM tools are essential for businesses to streamline customer interactions and boost sales. Sales CRM tools have unique features:

  • Leads & Deals: Keep track of prospects & close deals quickly.
  • बिक्री पूर्वानुमान: Get data insights & predict future deals & revenues.
  • बिक्री रिपोर्टिंग: Make decisions with visual reports on lead conversion rates, quotas, etc.
  • Campaign Management: Create targeted sales campaigns with personalized messages or emails.

Sales CRM gives custom dashboards to display sales details & automation solutions to send follow-up emails & schedule meetings. Get a competitive edge with Sales CRM! Increase chances of closing deals & better control customer data management.


CRM tools are diverse and can be used to manage customer interactions. They help businesses to improve relationships by organizing, automating, and simplifying processes. Businesses can select a specific type that best fits their requirements.

One type is Sales Force Automation (SFA). It assists in managing sales data, contacts, and leads. This empowers sales teams to maximize efficiency when converting leads into sales.

Customer Service Management (CSM) focuses on managing customer interactions on multiple channels. Businesses can keep track of customer requests, complaints, or issues through email, phone, or social media platforms.

Social Media CRM connects with customers on social media platforms such as Facebook, Twitter, and LinkedIn. It helps businesses understand customer preferences through insights gained from what customers share.

For example, a real estate company uses SFA and CSM. This ensures that leads are tracked accurately and communication is managed via all channels. Improving rapport between staff and customers creates better outcomes for their clients.


Talking about CRM tools? Let’s take a look at the essential features they offer. These features are necessary for managing customer relationships and interactions.

Six key features come with every CRM software:

  • नेतृत्व प्रबंधन – this helps you capture and cultivate leads until they become ready for sales.
  • बिक्री पूर्वानुमान – it accurately predicts sales income based on pipeline performance and historical data.
  • Contact management – it stores customer details in one place, making communication efficient.
  • Task tracking – this enables you to track tasks, deadlines, and members.
  • Analytics & reporting – dashboards, graphs, charts, and reports provide an overview of team performance.
  • अनुकूलन – make the software user-friendly according to organizational needs.

Advanced features make CRM tools even more powerful.

CRM systems ensure business success in today’s competitive market, by keeping track of customer interactions over their lifetime. Forbes Magazine reported that a 47% increase in customer satisfaction is seen after implementing a proper CRM system.


CRM tools come in various types. For example, software tools like Anaplan, पाइपड्राइव, और हबस्पॉट; analytical tools like Mintigo, Qlik Sense, और Tableau; and collaborative tools like Salesforce Chatter, Huddle, और Yammer.

These CRM tools help businesses improve customer engagement and satisfaction. Salesforce Chatter is one of the most popular collaborative CRM solutions.

It’s important to understand how businesses use these tools, as it helps trainers select the most suitable type for their needs. To make the most of them, trainers must be willing to adapt and embrace change.

Marketing CRM

Need to make customer engagement better? A Marketing CRM is the key! It helps businesses boost lead conversion and productivity.

Features of a Marketing CRM include:

  • Personalized communication
  • Contact management
  • Analytics data
  • Lead segmentation
  • Campaign automation

With this, teams can collaborate more successfully. Plus, track metrics such as email opens, clicks, and website visits for improved content and performance. Unlock the power of a Marketing CRM today! Reach the next level of customer engagement and productivity! Who needs therapy when you can just use a Marketing CRM?


ग्राहक संबंध प्रबंधन (सीआरएम) tools are designed to help businesses manage customer interactions and boost experience. These tools are classified based on functionality and features.

Sales CRM is one type that helps businesses manage sales processes and leads. It’s used by sales teams to automate tasks, manage customer profiles and generate reports.

Marketing Automation CRM assists with marketing processes and campaigns. It enables businesses to create targeted campaigns for customer segments, track customer behavior, and measure campaign success.

Customer Service CRM provides support through channels such as email, social media, chatbots, or phone. It allows quick responses to customer queries, tracks their engagement history, and improves satisfaction.

Integrating CRM tools with other organizational systems like ERP software or HRMS ensures all systems work together for effective decision-making.


CRM tools have great features for increasing sales and customer satisfaction. They help manage customer interactions, analyze data, and automate processes.

  • नेतृत्व प्रबंधन: Track leads by source, and sort them according to status and conversion probability.
  • पाइपलाइन प्रबंधन: Monitor the sales progression in real-time with opportunity analysis and deal closure predictions.
  • संपर्क प्रबंधन: Organize customers into groups based on geography.

Each solution has these three aspects, but the extent varies depending on business needs. Automated workflows in marketing automation integration give additional benefits to pre-built integrations with advanced automation solutions.

Forbes says, “Segmented campaigns can increase ROI by 760%.”


Let’s take a look at some practical examples of CRM tools and their features. Here’s a table of popular CRM software and their unique features:

CRM ToolUnique Features
बिक्री बलCloud-based, customizable
हबस्पॉटMarketing automation, free version
ज़ोहो सीआरएमIntegrates with other Zoho apps
माइक्रोसॉफ्ट डायनेमिक्स 365Comprehensive feature set

These are only a few. Each CRM has its own pros and cons. So, before selecting one, be sure to consider your business needs.

When choosing a CRM, think about what you need. Compare the features of each software and make an informed decision. Don’t miss out on the advantages of a good CRM. Get one today to streamline processes, improve customer relations and drive growth.

Service CRM

ग्राहक सेवा is often overlooked as a CRM tool. But it’s essential for managing customers’ queries and requests. So, having a solid Service CRM system is necessary.

The best way to show how Service CRM can benefit customer relationships is with a Table. Using a Semantic NLP variation of the same, you can automate tools to increase efficiency and reduce cost.

The timeframe for solving customer queries is getting shorter. So, having a timely resolution or reply shows your brand is different. Utilizing powerful service CRMs and automation becomes mandatory for companies that want to build sustainable brands.


CRM tools can be a lifesaver for businesses. Different types of software are designed to serve different purposes. These solutions help streamline customer interactions and improve performance. ग्राहक संबंध प्रबंधन (सीआरएम) is the technology-driven approach to managing customer interactions.

One type of CRM tool is Sales Force Automation (SFA). It helps organizations manage their sales processes. SFA tools automate tasks like lead-matching, tracking, forecasting, and pipeline management. This allows sales reps to focus on building relationships with customers.

Another type of CRM tool is a customer service platform. It enables businesses to handle customer queries via various channels like email, phone, and social media. The software stores all customer interactions in a central database, making it easy for agents to manage.

Thirdly, there is Direct Marketing Automation (DMA). It allows companies to communicate with clients through emails or other channels. Automated messages can be sent at specific intervals during the buying cycle. This helps keep existing customers engaged, promotes conversions, and boosts revenue streams.


सीआरएम उपकरण offer many features to consider when selecting the best one for your organization. These include automated marketing, sales forecasting, customer segmentation, data analysis, and management, lead nurturing, and reporting & analytics.

Integration, scalability, customization, deployment, and pricing models are also important factors to consider when choosing a CRM tool. It’s essential to evaluate each type carefully to determine which one will meet your unique goals and objectives.

Without the right CRM tools, you may miss out on opportunities that your competitors benefit from.


What is a CRM? Tools like HubSpot, Salesforce, and Freshsales help businesses streamline processes and maximize productivity. These CRMs offer customizable dashboards, reporting capabilities, sales forecasting, pipeline management tools, and automation features. Plus, they provide exceptional customer experience through data insights.

Here’s a breakdown of the main features and deployment options:

सीआरएम सॉफ्टवेयरमुख्य विशेषताएंDeployment Options
हबस्पॉटMarketing Automation, Sales ManagementCloud
बिक्री बलAdvanced Reporting, AnalyticsCloud
ताजा बिक्रीLead Scoring, Contact & Deal ManagementCloud

CRMs also integrate with social media platforms like Facebook and Twitter. Businesses that adopt these solutions can exponentially exceed sales growth expectations. Plus, teams have access to powerful metrics for making informed decisions about their company’s future.

उदाहरण के लिए, a small business owner used Freshsales and saw a 65% sales conversion rate within the first month.

What does CRM stand for in Salesforce and software?

Definition of CRM in Salesforce

Salesforce CRM is a comprehensive software suite designed to help businesses manage their customer relationships. It offers various features such as lead management, contact tracking, opportunity tracking, marketing automation, email integration, analytics and insights, and productivity tools like a calendar and task management.

Data entry is streamlined and data from different sources can be collated to give a unified view of customer interactions in real-time. It is also highly customizable, enabling companies to create their own applications or download apps from AppExchange.

Gartner’s research in 2020 reveals that Salesforce holds an impressive 19% market share – that’s three times more than the second-place vendor – making it a leading CRM provider globally!

Definition of CRM in Software

सीआरएम, otherwise known as ग्राहक संबंध प्रबंधन, is a software system made for managing a company’s connections with customers and prospects. It is used to keep track of customer sales, queries, and feedback and to better the overall customer experience. The main purpose of CRM is to let businesses know what their current and potential customers need. This helps them design and make more effective processes for customer retention and upselling.

Different types of CRM systems are available that suit different sizes & types of businesses. Some of its key features include Contact Management, Sales Management, Marketing Automation, Customer Service Management, Analyzing Reports or Dashboards.

Apart from assisting businesses’ sales strategies, CRM also helps users plan efficient marketing campaigns. It gives actionable data from analysis for targeted marketing content which helps build long-term relationships that can boost continuous growth for business profits.

The term “CRM” was first used in the ’70s; however, it was mainly about database management technology back then. During the ’80s it started to develop into software solutions that focused on improving the productivity of the sales team.

By the late ’90s and early 2000s, with increasing competition in targeting markets worldwide – CRM had become a necessary tool in most companies’ tech stack for tracking their customer’s preferences and behaviors digitally. Analytical CRM can inform you why your customers are leaving, while operational CRM only lets you say goodbye.

Primary difference between operational CRM and analytical CRM

To understand the primary difference between operational CRM and analytical CRM in the context of customer relationship management, focus on the following sub-sections: Definition of Operational CRM, Definition of Analytical CRM, and Key difference between Operational CRM and Analytical CRM. These sub-sections will provide a brief insight into the different types of CRM systems and technologies.

Definition of Operational CRM

Operational Customer Relationship Management (CRM) is a company strategy that focuses on automating and improving processes to maximize customer experience. It tracks interactions between an organization and its customers by providing real-time updates on sales, marketing, and service processes.

Integrating sales automation, marketing automation, and service automation via email, phone calls, and social media, Operational CRM helps manage customer interactions throughout the customer lifecycle.

Benefits of Operational CRM include:

  • Streamlining daily operations
  • Automating data entry and reporting
  • Offering a 360-degree view of customer interactions
  • Tracking orders and invoices
  • Managing inventory and contracts
  • Providing personalized services

It also provides insights into team performance metrics, plus predictive modeling techniques to predict future behavior patterns.

Tom Siebel founded Siebel Systems in the late 1990s, one of the first companies to develop operational CRM software applications on a large scale.

Definition of Analytical CRM

Analytical CRM involves deciphering customer data to gain knowledge that can be used for future business tactics. It uses tech like data mining, predictive modeling, and machine learning to understand a lot of data. The aim? Spot patterns and trends that can refine decision-making and boost customer experiences. Companies can improve their products, services, and communication by individualizing them, all thanks to customer behavior data.

Analytical CRM gathers customer data from transaction histories and various digital channels. Managers then use this data to calculate metrics like buying behavior patterns or the most popular services/products. This means analytical CRM looks for an intensive overview of customers’ behaviors from different channels before adapting their processes.

Analytical CRM systems are able to estimate potential future purchasing decisions of people based on past activities. Take वीरांगना for example – they’ve been using the ‘recommended for you’ feature since 1999. It works based on a user’s browsing habits and purchases on the platform.

Analytical CRM has improved over the years due to the technological advances that have led to its current capabilities. Its early forms date back several decades when statisticians first started using math models to analyze social security numbers for fraudulent activities. This created a database that was later used in the 70s by अमेरिकन एक्सप्रेस.

They were the first to do direct mailing programs which targeted high-value cardholders based on their usage patterns. This resulted in major revenue growth for American Express.

To put it shortly: Operational CRM is like a sprinter, while Analytical CRM is more of a marathon runner.

The key difference between Operational CRM and Analytical CRM

Operational and Analytical CRMs have major contrasts in their customer management approach. Comparing them reveals their diverse goals and objectives.

See the comparison between Operational CRM and Analytical CRM below:

मानदंडOperational CRMAnalytical CRM
FocusImproving customer experience by automating business processesFinding out customer behaviour from data
Data typeStructured dataUnstructured data
NatureTransactionalAnalytical research
GoalStreamlining workflowSpotting trends in customer preferences

Though both are part of Customer Relationship Management, they differ in the data they manage and what they aim for. Operational CRM is more ‘transactional’ and concentrates on making processes more efficient. On the other hand, Analytical CRM focuses on exploring raw data to find trends regarding customer needs.

An example of the power of both systems is a retail company’s success story. By combining their advantages, they provided an excellent customer experience and also managed to examine a lot of unstructured data. This lets them find products that customers like better than the old ones.

CRM Categories

To explore CRM categories with small business, enterprise, and non-profit CRM as your solution.

Small Business CRM

Small Business Customer Relationship Management (CRM) is designed for businesses with limited staff and resources who still want to manage customer relationships effectively.

These are three essential features every Small Business CRM should have:

  • Automation tools for sales, marketing, and customer engagement.
  • A cloud-based platform, which is customizable and accessible on all employee devices.
  • A user-friendly interface that gives extensive data analysis features.

Small Business CRMs are different from larger enterprise-focused CRMs. They help streamline processes and improve productivity without compromising efficiency or practicality.

Plus, small business CRMs give easy access to customer info from various sources. 91% of companies with more than ten employees use CRM systems to monitor customer interactions.

Enterprise CRM

In the world of सीआरएम, there is a type of system made for large companies. It’s called Enterprise CRM and it provides a full toolkit for managing customer interactions on a large scale.

The features of enterprise CRM are listed in the table below:

संपर्क प्रबंधनStore customer and prospect info
बिक्री स्वचालनAutomate sales processes
विपणन स्वचालनPlan, execute, track and report marketing campaigns
Customer Service SupportAutomated customer service requests
AnalyticsQuantitative reports based on customer data

Enterprise CRM is special because it can automate tasks with machine learning and connect departments with one unified platform. Enterprises can use the data from this platform to make better decisions.

Even non-profit organizations can benefit from CRM too – it helps them stay organized.

Non-Profit CRM

Non-profits need a CRM system to monitor donations, volunteers, and events. It should also have the ability to send emails, do fundraising, and Membership Management.

A Table for Non-Profit CRM:

Volunteer ManagementRecruitment, scheduling and tracking of volunteers
Donation ManagementTracks donation amounts and sends receipts. Integrates with payment processors
Email CampaignsSends newsletters and event reminders
Membership ManagementAutomates membership registration and renewal

Non-Profit CRM must also measure campaign success by integrating social media analytics. It should measure the return on investment of each fundraising effort to make better decisions.

प्रो टिप: Pick a CRM system that can grow over time. It’s like finding a needle in a haystack, but the haystack keeps changing, and the needle moves!

Different CRM systems

To explore different CRM systems, this section presents you with the following sub-sections: Hubspot CRM, Zoho CRM, and Salesforce CRM. Each of these systems comes with unique features and capabilities that can help you manage your customer relationships efficiently. Get ready to dive into the world of CRM software and discover which system is the best fit for your business needs.

हबस्पॉट सीआरएम

The CRM system under consideration is a cloud-based software offered by हबस्पॉट; a company that specializes in inbound marketing and sales. It has been designed to provide businesses with the necessary tools for customer relationship management.

Examining Hubspot’s CRM system, one can create a table outlining features such as:

‘Sales Productivity’
‘Marketing Automation’
‘Reporting Dashboard’
‘Social Media Integration’

These features include tracking deals, website interaction automation, easy data visualization, and customizable interactive dashboards. Additionally, it offers integration with social media platforms like LinkedIn Sales Navigator and Facebook ads. Plus, its unique freemium pricing plan is great for small companies.

This CRM system also comes with personalized communication automation tools, integration with Zapier and Shopify, plus reporting and ए/बी परीक्षण. It helps increase synergy between sales and marketing teams, sharing insights for informed decisions. This makes it easy to keep track of close competition and potential opportunities. ज़ोहो सीआरएम is also great for people who don’t return calls.

ज़ोहो सीआरएम

ज़ोहो सीआरएम is known for its efficiency in sales automation and customer service. It offers features such as lead management, email marketing automation, workflow management, analytics, and reporting. Here’s a list of features:

  1. नेतृत्व प्रबंधन: Track and manage potential customers.
  2. Email Marketing Automation: Send automated emails to leads/prospects.
  3. Workflow Management: Streamline processes to boost productivity.
  4. विश्लेषिकी और रिपोर्टिंग: Get insights about the business.

Plus, it integrates with many software applications – like Microsoft Office 365, QuickBooks Online, G Suite – so customers’ data is synced throughout various systems. Don’t miss out on ज़ोहो सीआरएम – it could be what your business needs for increased productivity and efficiency!

सेल्सफोर्स सीआरएम

Salesforce AutomationLooks after leads and opportunities, track activities, quotes, and invoices.Boosts efficiency across the sales process.
विपणन स्वचालनSends targeted messages to potential customers based on their engagement with your company.Improves conversions.
Customer Service ManagementProvides a uniform experience across support departments and helps boost employee productivity.Improves customer satisfaction and retention.

Salesforce CRM has AI assistance. This can forecast growth and revenue from conversation intelligence in CRM records.

Experts suggest training, customizing workflows, setting up alerts, and upgrading system capabilities to get the best out of Salesforce CRM. This can improve organizational capacities and free-up manpower, driving business growth and better results.


This article looked at the different kinds of CRM. Those include Operational, Analytical, and Collaborative CRM.

  • Operational CRM concentrates on automating tasks and better customer relations.
  • Analytical CRM takes data to learn customer behavior and likes.
  • Collaborative CRM focuses on communication between departments.

It’s vital to pick the right CRM for the needs and goals of the business. A tip for successful implementation is to get stakeholders involved in the decision-making. This will ensure they’re on board.

अक्सर पूछे जाने वाले प्रश्नों

1. What are the different types of CRM?

There are three primary types of CRM: operational, analytical, and collaborative. Operational CRM deals with automating business processes such as sales, marketing, and customer service. Analytical CRM involves the analysis of customer data to better understand customer behavior and preferences. Collaborative CRM focuses on facilitating communication and interaction with customers through channels such as social media.

2. What are some examples of CRM systems?

Some popular examples of CRM systems include Salesforce, Zoho, HubSpot, Pipedrive, and Freshsales. Each of these platforms offers a range of features and capabilities to help businesses manage and improve their customer relationships.

3. What is the primary difference between operational CRM and analytical CRM?

The primary difference between operational CRM and analytical CRM is that operational CRM focuses on the automation of business processes, while analytical CRM is focused on using customer data to gain insights and make informed business decisions. Operational CRM is concerned with improving efficiency and productivity, while analytical CRM is concerned with understanding customer behavior and preferences.

4. What are the three primary CRM technologies for a sales department?

The three primary CRM technologies for a sales department include lead management, sales forecasting, and territory management. Lead management involves tracking and organizing leads through the sales pipeline, while sales forecasting helps predict future sales results. Territory management involves managing sales territories and assigning sales reps to specific territories.

5. Are there different categories of CRM systems?

Yes, there are several categories of CRM systems, including cloud-based CRM, on-premises CRM, mobile CRM, and social CRM. Cloud-based CRM is hosted on the internet, while on-premises CRM is hosted locally on a company’s servers. Mobile CRM allows for remote access to customer data through mobile devices, and social CRM integrates social media channels into the CRM process.

6. What does CRM stand for?

CRM stands for customer relationship management. In software, it refers to the use of technology and processes to manage interactions with customers and improve relationships with them.

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