Skip to content
crmnuggets
Menu
  • Home
  • ABOUT
  • CRM
    • SCRUM
    • ITIL 4
  • RCCG SOD
  • DEVOTION
  • PROJECT MANAGEMENT
  • MORE
    • RCCG SUNDAY SCHOOL TEACHERS
    • RCCG SUNDAY SCHOOL MANUAL
    • COMPUTER SECURITY
    • DIGITAL MARKETING
    • CYBER SECURITY
    • MFM 70 DAYS FASTING
    • BUSINESS ANALYSIS
    • BUSINESS CONTINUITY MANAGEMENT
    • KEDI HEALTHCARE
  • TERMS
  • PRIVACY
  • HIRE ME
Menu

Follow Us On Social Media

SEARCH THROUGH OUR BLOG

NAVIGATE HERE

Customer Relationship Management And Technology

Customer Relationship Management And Technology: An Overview

Posted on April 18, 2023September 22, 2023 by Adeniyi Salau

Customer Relationship Management And Technology: An Overview

 

Introduction

In looking at CRM, we have three broad areas that 0kM can be divided into. These are Operational 0kM, Analytical CRM and Collaborative CRM. We are going to discuss this briefly now but our subsequent discussions will fall into any of these three headings.

The three areas that the CRAI can be divided CRM and Collaborative CRM.

into are: Operational CRM, Analytical

 

#1 Operational CRM

The goal of operational GUM is to achieve the automation of horizontally integrated business processes including customer touch points, point of sales, and the legacy systems integration. We have said earlier that those front offices are the ones that relate directly with customers while back office are chose that do not relate directly with customers. A good example at such s the Audit Department or Personnel Managers who don’t have any business with customers.

 

Operational CRM has to do with CRM strategies and packages that are formulated in order to meet day to day operations of the business.  This include some of the policies and programs that are formulated in order to meet the day -to -day needs of customers.

OBJECTIVES OF THIS ARTICLE 

At the end of this lesson readers should be able to understand the three basic sections that

Ø  CRM can be divided into which are Operational CRM,

Ø  Analytical CRM AND Collaborative CRM.

 

 

 

#3 Analytical CRM

Analytical CRM involves capturing, storing, extracting, processes, analysis and interpretation of customer data to the corporate user At the onset, the organisation will make a deliberate effort to get as much information as possible about their customers. After this, the organisation must analyse the information and process it. They must be able to remove duplicated information or those information that are not necessity. Organisations should know that before any CRM initiative can be successful, it must have adequate information about their purchase decisions. This will help in taking well informed decisions. This will help them to meet the customers at the right place with the right products.

 

A good example of analytical CRM is that of a bank that has customers of different age groups. They have young and old who have accounts with them. They must be able to come with different products and packages to meet different customers’ needs. Young adults need a banking service that can meet their needs while retired from service since they then would become fragile and might want to deal with the bank from the convenience of their homes.

 

#2   Collaborative CRM

Collaborative CRM is the application of collaborative services to facilitate interactions between the customer and the organization. Under this, applications are deployed in order to make sure that all stakeholders work together in order to increase customers’ experience. This might include Partner Relationship Management communities, Customer Interactive Centres, and electronic CRM among others. The aim of its introduction is to enrich the information and services available to customers, so as to increase customer loyalty.

 

Summary

At the end of this lesson, we have beer able to understand that operational CR191 has much to do with applications and policies that relate to day to day activities in an organisation while Analytical CRM has much to do with those applications that are deployed to work on customers’ information. Collaborative CRM has to do with involvement of stakeholders in order to increase customers’ experience and exit stake.

 

Brainstorming Session

  1. Using a well known organisation in Nigeria as a case study, explain the three branches of CRM.

 

  1. To you, which branches of CRM is the most important?

 

  1. Why do you think Technology is very important to CRM?

 

  1. Explain operational and Analytical CRM with examples

 

Brainstorming Session

 

  1. How do you think that the adoption of analytical CRM technologies will help Korak Health Source, health Insurance organisation located in Maryland USA to serve their customers better.
  2. Anderson, an initiator of CRM of Brainingham Investment had just been invited by his state Manager to come and explain the reasons why the organisation needs to have a centralized customer database. If you are in his shoes, what will be your arguments?

 

Action Point
PS: I know you might agree with some of the points that I have raised in this article. You might not agree with some of the issues raised. Let me know your views about the topic discussed. We will appreciate it if you could drop your comment. Thanks in anticipation.  

Fact Check Policy

CRMNuggets is committed to fact-checking in a fair, transparent and non-partisan manner. Therefore, if you’ve found an error in any of our reports, be it factual, editorial, or an outdated post, please contact us to tell us about it.

Become Part Of our Fan Base on Facebook. Click Here.
Follow Us on Twitter. Click Here.
Many Crypto. One place. Use Roqqu

Hi, I now use RavenBank to send, receive and save money. I also pay my bills with ease, you should try it out too

OUR MISSION

To create well-reached contents that will increase the intellectual prowess of our readers. 

OUR VISION

To become a reference point in the blogging space by the year 2030. We want to be among the first 30 blogs in Nigeria. 

Official Social Media Pages for crmnuggets.com

To Get Email Updates when we post new content, Click Here.

 Join Our Telegram Channel: CRMNUGGETS
Twitter: @crmngr
​Facebook Group: @AdeniyiSalau
Facebook Page: CRMNuggets
Instagram: @crmnigeriablog
Pinterest: CRMNUGGETS
 Threads@crmnuggets
Tiktok: CRMNUGGETS   

Fact Check Policy
Contact Us
Sharing Is Caring. If you enjoy this article, help us share with others.
truehost

Related posts:

  1. Electronic Payment Concepts: The Five Modes
  2. Blogging Success Tips From Steven van Vessum
  3. Amazing Blogging Success Tip From Elise Dopson
  4. Blogging Success Tips From Brent Custoras
PEOPLE ALSO READ:  Dominique Jackson: His Tips For Running A Successful Blog
Powered by Inline Related Posts

Post navigation

← Drivers Of CRM: Highlighting The Drivers Of Customers Satisfaction
CRM Solution Map: The Pathway To Retaining Customer (+Examples) →

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

CHECK THIS

You may also like

  1. Electronic Payment Concepts: The Five Modes
  2. Blogging Success Tips From Steven van Vessum
  3. Amazing Blogging Success Tip From Elise Dopson
  4. Blogging Success Tips From Brent Custoras
© 2025 CRMNUGGETS | Powered by Minimalist Blog WordPress Theme