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How many CRM types are there?

How many types of CRM are there?: There are three main types of CRM, although we can also establish other classifications. The most common classification differentiates between operational, analytical and collaborative CRM.

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How many CRM types are there?

In summary, we can conclude that operational CRMs deal with automation in three different sectors:

  1. Marketing.
  2. Sales.
  3. Services.

What types of CRM are there and how to choose the right one? Knowing how to choose between the existing types of CRM is one of the essential keys before contracting any of the different possibilities.

There are three main types of CRM, although we can also establish other classifications. The most common classification differentiates between operational, analytical and collaborative CRMs.

On the other hand, there are also other elements to take into account, such as language. Not all companies have a great command of English and the fact that a CRM is in Spanish can be an important differential value.

On the other hand, if we are dealing with a large multinational company, it is also possible to ensure that all sites use a CRM with the same language interface, normally English, especially if working with offshore teams.

In Spain, for example, SumaCRM, Zoho, HubSpot, Sage or Maximizer, among others, are also widely used.

It is important to understand that any CRM has its usefulness and all of them can be a useful ally of the company. The secret is to know how to sift through the different types to choose the one that best suits the needs of the organization and, of course, the available resources.

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Operational CRM is the simplest CRM, focused on the company's business process. It is a CRM that answers the question of how to create a sales system.

Referred to as front office CRM, they are focused on sales, marketing and customer services. They are a set of technological elements that simplify customer relationships.

Operational CRMs are responsible for:

  • Interact with customers.
  • Centralize information.
  • Manage email marketing campaigns.
  • Perform after-sales service processes.
  • Perform customer service.

The main objective of operational CRM is to sell more and improve internal communication. Quite easy to use, they are the most common in companies with small sales teams.

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It allows to improve the sales process, although it can fall short if we are talking about a large company that needs access to an API or complex billing modules.

Through marketing automation, slow and tedious tasks are automated, such as everything related to email marketing. Although not as complex as CRM Analytics, it also calculates the ROI of ads and the performance of each lead, including SEO analysis.

As for sales automation, it allows streamlining the sales process. It generally includes scheduling email flows for leads, automatically setting up sales meetings or coordinating and logging emails and calls.

Whatever the type, CRMs are used to attract leads, convert them and maintain relationships with them. It is a very useful tool to achieve a better customer experience..

Below, we explain the different types of CRM, as well as their advantages and disadvantages. Even within a given CRM type there are many different options, we can find almost an ideal CRM type for each company.

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Choosing the right CRM will allow a more exhaustive control of all the company's processes. From sales to marketing, commercial management, accounting or finance.


Finally, service automation works on customer loyalty. Ticketing systems, live chat and task delegation can be used. Thanks to CRM Marketing, better relationship marketing is achieved, turning converted leads into recurring customers

It is only necessary to take a look at the data to discover that CRM is a fundamental bet in any company. According to a study by Gran View Research, the CRM market accounted for $40.2 billion in 2019. Moreover, it is expected to grow at an average annual rate of 14.2% in the period from 2020 to 2027.

Globally, CRMs are led by Salesforce, Pega, Microsoft, SAP, Oracle and Adobe. However, we are facing a moment of maximum effervescence with all kinds of new options of the typologies, ready to stand up to the big five and offer very different products.

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