4 Main Types of CRM Software and Their Uses: Categorizing CRM Solutions and Applications

Customer Relationship Management (CRM) software has become an essential tool for businesses to manage and optimize their customer interactions. There are four main types of CRM software, each with its unique features and applications¹².

1. Operational CRM

Operational CRM improves your business’s operational efficiency through automation¹. It specifically covers three core areas — sales, marketing, and service — to streamline tasks and enable your teams to deliver top-notch experiences to customers³.

Example: Salesforce Salesforce is a comprehensive CRM platform that provides sales and customer service capabilities for both B2B and B2C domains⁴. It helps businesses work more efficiently, easily surface key metrics, and share business data via integration⁵.

2. Strategic CRM

Strategic CRM focuses on customers and their interactions with your business¹. It helps you understand and anticipate customer needs, enabling you to deliver personalized and relevant experiences across all touchpoints⁶.

Example: Zendesk Sell Zendesk Sell is a sales CRM software tool that enhances productivity, processes, and pipeline visibility for sales teams⁷. It provides a seamless flow of information across the entire customer lifecycle⁷.

3. Analytical CRM

Analytical CRM organizes and analyzes customer data with a focus on metrics, such as recurring revenue, top sales accounts, and customer retention rates¹. It uses advanced forecasting and AI tools to turn data into actionable insights⁸.

Example: Pipedrive Pipedrive is a sales CRM software that manages your sales, marketing, and support in one platform⁹. It offers robust data management, advanced analytics, and flexible dashboards and reports⁹.

4. Collaborative CRM

Collaborative CRM focuses on sharing customer information among internal teams¹. It centralizes customer data where marketing, sales, and service professionals can see it, enabling better visibility into customer issues and expedited service⁶.

Example: Microsoft Dynamics 365 Microsoft Dynamics 365 is a set of intelligent business applications that helps you run your entire business and deliver greater results through predictive, AI-driven insights¹⁰. It provides a real-time, 360-degree view of your customers¹⁰.

Other Noteworthy CRM Solutions

• Oracle Advertising and Customer Experience¹¹: Oracle’s CRM solution helps companies manage interactions with current and potential customers, partners, and suppliers in a single place¹¹.
• NetSuite CRM¹²: NetSuite’s CRM software delivers a real-time, 360-degree view of your customers¹². It provides a seamless flow of information across the entire customer lifecycle¹².
• Zoho CRM¹³: Zoho CRM is an online Sales CRM software that manages your sales, marketing, and support in one platform¹³.