What are the 3 Types of CRM Software?

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What are the 3 Types of CRM Software?
by Anastasiia Dyshkant

There are 3 types of CRM software that encumber all leading CRMs. With hundreds available, choosing the right CRM can feel overwhelming. Numerous CRMs satisfy various business infrastructures and each model works with specific needs, goals, and issues. 


To narrow down the list of CRMs and identify the one that will best suit your needs, we decided to identify the 3 different types of CRM software. 


The types of CRM, whether they’re sales-focused like Pipedrive or driven by marketing automation like HubSpot, we can help reach your goals at every angle. 


Ready to dive in?



3 Types of CRM Software


types of crm software



  • Operational CRM



Operational CRM helps companies manage their daily marketing, sales, and customer service activities. Operational CRM is perhaps the most popular type of CRM, as it’s used in a variety of industries.


This type of CRM system integrates different sets of information about each prospect and customer into one valuable file, rendering a clear, intuitive view.


For example, the solution will combine a client’s contact info, purchase history, and notes on the nature of previous conversations with customers, so that sales reps can provide quick and personalized responses to them. 



What are the features of operational CRM?



  • Sales automation 


An integral function of many CRM solutions, this feature easily helps you manage your pipelines, generates leads, attract new customers, and target new prospects. 


You may automatically monitor the contact and convert them from into leads after certain activities have been performed or clear requirements have been met.


It enables automated, multi-step email campaigns designed to transform contacts into devoted clients. All you have to do is determine what assets will form the campaign, create the email content, and the CRM will automatically take care of the rest through ready-set triggers and workflows. 



  • Marketing automation tools 


Here is where optimizing key elements of your marketing efforts take shape. For example, an operational CRM carries out predictable tasks, such as initiating an email campaign whenever a new client enters the system.


Marketing analytics, managing the ROI of online ads, and garnering leads through companies with personal insight. HubSpot CRM is best known for its marketing automation and can help companies with demanding, specialized marketing tactics, such as high SEO and consistent blogging.



  • Service automation


Service automation intends to provide a high level of quality, customer support. Based on customer needs, a CRM with service automation provides useful information via email, text message, and live chat.


Service automation provides a foundation for one-on-one communications between service reps and customers. This may involve things like setting up inboxes that collect emails from customers or organizing live chats. 


Features such as chatbots, knowledgebase assistance, and FAQ pages are also commonly linked to service automation. Including marketing and sales, service automation streamlines workflows, organizes data, and saves time by avoiding manual, tedious tasks.




  • Analytical CRM



Analytical CRMs make customer acquisition and retention simpler, as well as keep track of customer data. It is an excellent solution for businesses that require a vast volume of data to be gathered and analyzed. 


Such CRMs are typically used to monitor data such as consumer interests, company property, contact details, and other information collected from customers on and offline.



What are the features of analytical CRM?




Once the CRM gathers and analyzes new pieces of customer data, you can create a clearer picture of a customer’s identity with respect to your business model. Understanding the desires and behaviors of your customers will help you boost your marketing. 


When you personalize people’s customer experience, your customers know you understand them. That is the bottom line that will make a huge difference.



  • Data mining


Analytical CRMs use the techniques of data mining to map knowledge and data patterns related to consumer interests. This gives a clearer view of the consumer journey of a company: a process that includes customer identification, interest, retention, and development.


It has a variety of techniques that allow you to find structures and assign meaning to the data, such as association, classification, and object tracking. 


For example, you might use classification to create segments of customers based on common attributes. This could be demographics, age groups, and how they keyword- search.



  • Online analytical processing


It is a category of tools used in database analysis. These instruments are used to assess highly complex data from multiple viewpoints. 


It has access to information on the customers’ online features, locations, and when they log on. A detailed image of data will provide salespeople with insights into how, where, and when they should be reaching out to prospects.


Rather than analyzing each of these aspects individually, online analytical processing allows the business to perform its analyzes at once on all of them. Additionally, businesses can see how customers interact with their website over specific timescales in specific regions.


This type of CRM is best for almost any sized business, as each company wants to improve its data analysis and reporting capabilities.




  • Collaborative CRM



Collaborative CRMs exchange knowledge about the customers through teams. It involves internal and external partners such as other organizations, manufacturers, retailers, and distributors.


Collaborative CRM is more focused on customer service, customer satisfaction, and customer retention, rather than customer acquisition. In short, it’s mainly for internal purposes. The main goal is to provide vital information for the teams and share information in a collaborative manner.



What are the features of collaborative CRM?



Interaction management


A collaborative CRM, like an operational CRM, helps to keep track of every interaction that a customer has with your company. 


Each customer-facing team — sales, support, vendors, and anyone else who sends an email as much as possible — have access to a customer interaction log and team notes. You can get access to a treasure box of information while exchanging notes through teams. 



Channel Management


Customers have plenty of channels to connect to — social media, email, and telephone to mention a few. 


Your goal is to reach them on whatever channels they like. Channel management makes this possible at all stages, whether it is an opportunity reaching out for more info or a client calling the help desk with a problem.


It is the process of using the collected and evaluated information during interaction management to define and eventually follow the contact channels that best match the needs of the customers.



Relationship management


Collaborative CRM allows you to handle customer interactions. When a new customer comes on the scene, your sales team shares the likes and dislikes, goals, and any other information about the customer’s contact profile.


Keep all teams connected and up-to-date before interacting with any client. That gives people a better, more personalized overall experience.


Collaborative CRM is typically best for small businesses that are interested in a CRM with a simple, user-friendly interface. It’s helpful for those who want to make well-rounded decisions, build a powerful business strategy, and understand their customers better. 





Different types of CRM systems offer a business different benefits. It ‘s important to think about the business strategy before you purchase and introduce a program. 


This is important to ensure that the type of CRM software solutions that you choose is the best option to maximize your sales volume and boost your business.