What Are the 3 Types of CRM

What Are the 3 Types of CRM?

6 mins

CRM AKA Customer Relationship Management plays a crucial part in your business. But do you know there are 3 different types of CRM? And each plays its role in different ways. So, what are they?

The three main types of CRM are:

  • Collaborative
  • Analytical
  • Operational.

Collaborative CRM helps teams to manage customer relationships by sharing data and collaborating on tasks. Analytical CRM helps businesses to understand customer behavior by analyzing data to identify trends and opportunities. Operational CRM helps businesses to automate and streamline sales and customer service processes.

What is CRM and How Does it Work?

CRM, or customer relationship management, is a system for managing customer data. By tracking interactions and communications with customers, businesses can gain insight into customer behavior and preferences.


This information can then be used to improve customer service, target marketing efforts, and boost sales. CRM systems typically include features such as contact management, lead tracking, opportunity management, and pipeline management.

They may also include features for monitoring customer satisfaction levels and managing customer complaints. In order to work effectively, CRM systems must be integrated with other business systems, such as accounting and order management systems.

When used properly, CRM systems can be a powerful tool for managing customer relationships and driving sales growth.

What Role Does CRM Plays in Business?

A customer relationship management system is a centralized system businesses use to manage their interactions with their customers.

The five primary functions of a CRM system are sales, marketing, customer service, data analysis, and workflow automation. 


A CRM system gives sales teams the ability to track their interactions with potential and current customers. This data can be used to help identify sales trends and convert more leads into customers. 


A CRM system can also be used for marketing purposes. It can help businesses segment their customer base and create targeted marketing campaigns. Additionally, it can be used to track the results of marketing campaigns and analyze which campaigns are most effective. 

Customer Service

A CRM system can help customer service teams keep track of customer issues and resolve them in a timely manner. Additionally, it can be used to create a knowledge base of common issues and solutions. 

Data Analysis

A CRM system provides businesses with valuable data that can be used to improve their operations. This data can be used to identify areas where customers are having difficulty, optimize marketing campaigns, and improve the overall customer experience. 

Workflow Automation

A CRM system can automate many of the tasks associated with managing customer relationships. This includes tasks such as sending out automated emails, updating customer records, and generating reports.

What are the 3 Types Of CRM?

CRM, or customer relationship management, is a business strategy designed to improve customer satisfaction and loyalty.


There are three main types of CRM: collaborative, analytical, and operational

Collaborative CRM is a system that allows businesses to share customer data across departments, such as sales, marketing, and customer service. This type of CRM can help businesses improve communication and coordination, and it can also provide customers with a better experience by ensuring that they always receive the most up-to-date information. 

Analytical CRM is a system that uses customer data to generate insights that can help businesses improve their marketing, sales, and customer service strategies. This type of CRM can help businesses identify trends and patterns, and it can also help them target specific customers with personalized messages. 

Operational CRM is a system that automates various customer-related tasks, such as order processing, contact management, and campaign management. This type of CRM can help businesses improve efficiency and accuracy, and it can also free up employees to focus on more strategic tasks. 

CRM systems are designed to help businesses improve customer satisfaction and loyalty. By understanding the different types of CRM systems available, businesses can choose the system that best meets their needs.

How To Use Collaborative CRM?

Businesses today are more collaborative than ever before thanks to advances in technology. One type of technology that is helping to foster this collaboration is CRM, or customer relationship management software.

While CRM has traditionally been used by sales and marketing teams to manage customer data, it can also be a powerful tool for collaborating with other departments within your company.

Here are the ways you can use collaborative CRM to improve efficiency and communication across your organization: 

Step-1. Use it to track projects and tasks:

By keeping all project information in one central location, CRM can help reduce the risk of overlap and duplication of effort. 

Step-2. Use it for onboarding new team members:

When new team members are added to a project, they can quickly get up to speed by accessing all previous project correspondence stored in CRM. 

Step-3. Use it as a knowledge base:

CRM can be used to store important company information such as contact lists, marketing materials, and FAQs. This information can then be easily accessed by anyone in the organization. 

Step-4. Use it to manage customer service requests: 

By utilizing CRM’s ticketing system, customer service requests can be quickly and efficiently assigned to the appropriate team member. 

Step-5. Use it for sales and marketing campaigns:

By tracking leads and opportunities in CRM, sales and marketing teams can work together more effectively to close deals. 

As you can see, there are many ways that collaborative CRM can benefit your business. By utilizing its various features, you can improve communication and efficiency across your organization. And with happier employees and satisfied customers, your business will be well on its way to success.

How To Use Analytical CRM?

Analytical CRM is a process that uses data and analytics to improve customer relationships. It can be used to improve customer retention, increase sales, and improve customer service.

The process of analytical CRM consists of a few steps: 

Step-1. Collect data:

The first step in analytical CRM is collecting data. This data can come from a variety of sources, including customer surveys, transaction records, and social media data. This data is then used to segment customers into groups based on their needs and wants.

Step-2. Segment customers:

The next step is to analyze customer behavior. This analysis is used to understand what motivates customers to buy products or services. This information is then used to develop strategies that will improve customer relationships.

Step-3. Implement strategies: 

The last step is to implement these strategies. This implementation can be done through a variety of channels, such as social media, email marketing, or direct mail. 

Analytical CRM is a powerful tool that can be used to improve customer relationships. By following these steps outlined above, businesses can use analytical CRM to increase sales, improve customer service, and improve customer retention.

How To Use Operational CRM?

Operational CRM can help businesses to improve their bottom line by enhancing the quality and efficiency of their customer interactions.

Here is a step-by-step guide to using operational CRM in your business:

Step-1. Define your goals:

What do you hope to achieve by using operational CRM? Do you want to improve your customer satisfaction levels? Increase sales? Reduce costs? Once you have clear goals in mind, you can start to look for a CRM solution that will best meet your needs. 

Step-2. Choose the right solution:

There are a number of operational CRM solutions on the market, so it’s important to choose one that will fit well with your business model and provide the features you need. 

Step-3. Implement the solution:

Once you’ve chosen a CRM solution, it’s time to start using it! Begin by integrating it into your existing systems and processes. 

Step-4. Train your staff:

Unlike traditional CRM systems that require minimal training, operational CRMs are often more complex and require staff to be properly trained in order to get the most out of them. Be sure to allocate adequate time and resources for training. 

Step-5. Monitor and adjust:

As with any business process, it’s important to monitor the results of using an operational CRM system and make adjustments as needed.

By following these steps, you can ensure that your business gets the most out of this powerful tool.

Which Type Of CRM Should You Choose?

As you can see there are 3 types of CRMs available on the market, each with its own unique features and benefits.

It can be difficult to decide which CRM is right for your business. However, by considering your business’s specific needs, you can narrow down your options and choose the CRM that’s best suited for you.

For example, if you have a small business, you might prefer a CRM that is simple to use and doesn’t require a lot of customization.

On the other hand, if you have a large business with complex sales processes, you might need a CRM that is more robust and can be easily customized to meet your specific needs.

Ultimately, the best way to choose a CRM is to consult with an expert who can help you assess your business’s needs and recommend the best solution for you. 

With so many options available, choosing the right CRM doesn’t have to be difficult. By taking the time to understand your business’s needs, you can ensure that you select the CRM that’s right for you.

Final Thoughts

So, which CRM is right for your business? It depends on what you’re looking for. If you want a system that will help you manage customer interactions and collaborations, then collaborative CRM is the best option.

If you need to analyze data in order to make strategic decisions, go with analytical CRM. And if you want a tool that can help you automate and streamline operations, choose operational CRM.

Whichever type of CRM you decide on, be sure to use it effectively by integrating it into all aspects of your business operations.


Michael Fied

founder of and SpamBurner

Michael Fied is the founder and CEO of and SpamBurner. In addition, he’s an internationally top-rated and award-winning website advisor and website architect with a global team of 55. You can find Michael on LinkedIn or contact him directly here.

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