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2 
Four types of CRM
 It is a tool to differentiate between customers 
with respect to their economic value to the 
firm as well as their expe...
 It is known as the Front office CRM. 
 Customer TouchPoint 
 Face to Face Touchpoint 
 Database Driven TouchPoint 
 ...
 It is known as the Back office CRM. 
 It’s the fusion of Data and Intelligence. 
 The aim is to filter out the key fac...
 The approach in which various department of 
a company such as sales, Technical support 
and marketing, share any inform...
Types of crm
Types of crm
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Types of crm

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Types of CRM

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Types of crm

  1. 1. 2 Four types of CRM
  2. 2.  It is a tool to differentiate between customers with respect to their economic value to the firm as well as their expectations from the firm
  3. 3.  It is known as the Front office CRM.  Customer TouchPoint  Face to Face Touchpoint  Database Driven TouchPoint  Mass Media  Transactions that can take place are as follows  Return of sale  Information Transaction  Complaint
  4. 4.  It is known as the Back office CRM.  It’s the fusion of Data and Intelligence.  The aim is to filter out the key facts from gathered information and gain customer knowledge.  Customers' buying behavior is analyzed in Analytical CRM.
  5. 5.  The approach in which various department of a company such as sales, Technical support and marketing, share any information they collect from interactions with the customers.  The purpose of collaboration is to improve the quality of customer service, and, as a result, increase customer satisfaction and loyalty.

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