Salesforce CRM is today’s popular cloud-based CRM which is preferably improving the business standards worldwide. Salesforce training has been increasing the chances of various business owners to move their companies to peak grades in the market. However, having a knowledge on CRM and its types helps one to understand and efficiently use any kind of it for the appropriate purpose.

1. What are the Types of CRM?
Several driving factors with effective technical systems are supposed to bring success for businesses.
However, among them, customers are the valuable sources that are important in today’s business
trends. They are significant in promoting the profitability of an organization. Satisfying the
customers, therefore, is very much important. CRM, which stands for Customer Relationship
Management (CRM), is the effective means to enable fulfilling customers’ needs and thereby
enhancing business growth. Salesforce CRM is today’s popular cloud-based CRM which is
preferably improving the business standards worldwide. Salesforce training has been increasing
the chances of various business owners to move their companies to peak grades in the market.
However, having a knowledge on CRM and its types helps one to understand and efficiently use
any kind of it for the appropriate purpose.
What is CRM?
CRM is a software system which promotes to manage and maintain healthy relationship with
customers and potential customers. It includes specific techniques for enhancing the revenues, profits,
customer satisfaction and customer retention. Quicker, convenient and consistent business solutions
are offered to the customers through effective CRM systems which are intended to improve the
business processes in sales, marketing and customer service.
(Is Salesforce a CRM Tool? Check Here)

2. Different types of CRM
On the basis of the type of customer portfolios, speed of business operations, necessity to share
information, and the need to handle huge data, there are different types of CRM. Based on their
characteristics, there are four different types of CRMs.
1. Strategic CRM
2. Operational CRM
3. Analytical CRM
4. Collaborative CRM
1. Strategic CRM

3. Its main characteristic is that it is customer-centric. Its systems are worked based on acquiring and
maintaining profitable customers. Assorted information of customers is captured and stored – value
proposition development is maintained. This CRM system derives better solutions based on the
changes in the customers’ requirements. The business runs based on the behavior of the customers’
satisfaction levels.
2. Operational CRM
This CRM runs on the characteristic based on the customer-oriented processes like sales, marketing
and customer service. It has efficient systems to capture customers’ information and maintain better
interactions through phone, fax, email, etc. It stores the data regarding the demands, preferences,
topics of discussions, updates, etc. along with customers’ contact history which can be reviewed and
used whenever necessary. This CRM is engaged to generate leads, and get them converted to
contacts. Then it is engaged to provide service to the customers throughout customer lifecycle. Here
are the three main considerations of operational CRM.
 Marketing Automation
Automation in marketing strategies through operational CRM ensures finding the best way
for offering products and services to the customers. Campaign management is one of the
most significant marketing automation module that helps the business to grab the right and
potential customers in an easier and quicker way. This marketing automation makes the
businesses to take a right decision of the effective channels of phone, mail and face to face
meeting for reaching the potential customers.
 Sales force Automation
Sales force automation helps in automating sales processes – it enables specific standards
for acquiring new customers and retaining the existing customers. With advanced CRM
solutions, sales processes are improved and help in increasing the sales effectively and
efficiently without neglecting the customers’ needs and demands. Lead management, quote-
to-order management, sales forecasting, contact management, accounts management,

4. product configuration, and opportunity management are the different means of sales
automation techniques which manage the selling activities and promote success for the
business.
 Service Automation
Best quality service is rendered to the customers with the help of service automation. This
enables building stronger relationship with the potential customers. Any problems and issues
of the customers are fixed efficiently through issue management. Incoming and outgoing
calls are dealt with customer call management; Interactive Voice Response (IVR) system is
used for interacting with customers. The quality of the service is monitored and maintained
based on the performance indicators with service label management.
3. Analytical CRM
The customer data generated by operational CRMs is analyzed by analytical CRMs. They are also
able to identify the customers’ behavior and thereby help in deriving the true value to the
organization. Various analytical tools like data mining are also used for getting the information
related to buying patterns of the customers, profitable and unprofitable customers, target market
and so on.
Analytical CRMs are engaged to gather and analyze the data in a structured way whatever is the
style and channel of the customer. They also play an important role in improving customer
relationship and loyalty by setting business methodologies in sales, customer service and marketing.
4. Collaborative CRM
Collaborative CRMs are intended for improving the communication and transaction among the
businesses. Efficient and advanced communication systems are available with these CRMs – they
include Voice over Internet Protocol (VoIP), web forums, chat rooms, and Electronic Data Interchange
(EDI). Better partner promotions are managed with the help of in-built Partner Relationship
Management (PRM) software in collaborative CRMs. Streamlining the communication between
customers and business owners is the main responsibility of these CRMs. A seamless multi-channel
customer experience is evident with collaborative CRM.
So, based on the necessity and requirements, organizations use any of these different types of CRM
to help running smooth business in order to attain increased revenues and profits. Ultimate customer
satisfaction is possible with appropriate utilization of advanced CRM systems.
Explore Here
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