There are four types of CRM: operational CRM, analytical CRM, collaborative CRM, and front office and back office CRM. Operational CRM differentiates customers based on economic value and expectations. Analytical CRM analyzes customer buying behavior. Collaborative CRM allows different departments to share customer information to improve customer service and satisfaction. Front office CRM manages customer touchpoints while back office CRM uses data and intelligence to gain customer knowledge.

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Four types of CRM

3.  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

4.  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

5.  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.

6.  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.