Online CRM

There are different approaches to CRM, with different software packages focusing on different aspects.

Operational CRM

Operational CRM provides support to “front office” business processes, e.g. to sales, marketing and service staff. Interactions with customers are generally stored in customers’ contact histories, and staff can retrieve customer information as necessary.

Analytical CRM

Analytical CRM generally makes heavy use of data mining and other techniques to produce useful results for decision-making

Sales Intelligence CRM

Sales Intelligence CRM is similar to Analytical CRM, but is intended as a more direct sales tool.

Campaign Management

Campaign management combines elements of Operational and Analytical CRM.

Collaborative CRM

Collaborative CRM covers aspects of a company’s dealings with customers that are handled by various departments within a company, such as sales, technical support and marketing.

Consumer Relationship CRM

Consumer Relationship System (CRS) covers aspects of a company’s dealing with customers handled by the Consumer Affairs and Customer Relations contact centers within a company.

Simple CRM

Simple CRM focus on the core values: managing contacts and activities with customers and prospects.

Social CRM

Social CRM aim to integrate “social” features into their traditional CRM systems. Some of the first features added were social network monitoring feeds (e.g. Twitter).

(Thanks to Wikipedia for the information.)