CRM Application - Classifications

Identify Domain, Purpose and Delivery mode

Classification by Domain

Depending on your top business objectives you may consider searching for vertical specific CRM systems or for more generic systems.

  • Vertical specific systems for specific industry tasks, like in call centers, automotive, pharmacy, etc.
  • Generic CRM systems supporting common patterns with a degree of customization
  • Marketing and sales oriented systems
  • Customer care and self-care systems
  • Service delivery systems
  • Helpdesk and support systems
  • Other

Classification by Purpose

Classification of CRM systems by purpose categorizes them according to the system’s focus on:

  • Operational CRM - focus on support of daily tasks operations and how to improve company operations in a given domain.
  • Analytical CRM - focus on support of intelligence and analytical tasks of a company to get better actionable insight into its operation.
  • Collaboration CRM – is a specific operational CRM with focus on workflows and effectiveness of perpetual and repetitive tasks of people interacting with customers.

Classification by Delivery Model

There are two main types of CRM system delivery:

  • SaaS model (Cloud): The vendor provides CRM as a service accessible via internet. Systems are running on vendor hardware and the vendor maintains the data. The customer pays for the subscription of the service. Currently, Cloud delivery model (as an evolution of SaaS) is considered standard and the most effective delivery model for both, the vendors and the customers.
  • On premises model: The vendor provides the software and sells licenses to the customer. The customer has to operate CRM system on his own hardware and maintain its operation (outsourcing does not change the delivery model from this perspective, because customer is still facing same cost structure and business relation with the vendor).