Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
Lawry Matteson

Lawry Matteson Content Supplier

Exclusive Blog Posts

Texting for Business Landlines - Wait, you can text landlines?

Texting for Business Landlines - Wait, you can text landlines?

I understand that there are many texting platforms but not all texting is created equal. Often dealerships have found trouble with providing one number to …

Tech-Pocalypse Now!

Tech-Pocalypse Now!

There’s a shortage of technicians most dealerships are experiencing, and the drought has no end in sight. Unwittingly, well-trained technicians n…

Making the Sale by Communicating with Your Customers

Making the Sale by Communicating with Your Customers

You may see and talk to dozens of customers on any given day and while most of them are at your dealership to purchase a car (some may just be browsing), o…

5 Referral Program MYTHS - BUSTED!

5 Referral Program MYTHS - BUSTED!

Myth 1: Referral Marketing Programs are less cost effective than other marketing channels. FALSE! 92% of people trust recommendations from friends over…

A Dealership Went Pro-Police And This Happened

A Dealership Went Pro-Police And This Happened

There's a lot of anger in our country right now - for a variety of different reasons.   Sadly a lot of that anger is coming out against the men…

The Three Types of CRM Systems

Several CRM systems assist the company in its daily activities. They include:

  1. Operational CRM

It concentrates on three areas of business processes: the computerization, enhancement and improvement of services. These areas are based on offering customer support mostly. There are major automation applications, which support the CRM systems that aid in the computerization of marketing, selling and services process.


These automation applications are:


Marketing automation: It concentrates on automating the marketing processes. Marketing campaigns management consists of the use of the actual information of a specific customer in determining, evaluating and developing communications aiming at customers in multilevel, multichannel or individual environment. The campaigns are usually simple and use unique and straightforward communications. At multichannel environmental level, the strategies used are a bit hard and pose a challenge to many. The implementation and integration of a communication strategy is tricky. The performance evaluation and campaign’s quality should be computerized and be clear to each channel.


Sales force automation: CRM systems are used in acquiring new customers and dealing with existing customers. The system identifies a customer and maintains all the data. The data can be distributed to various stages, which consist of lead generation for more prospects.


Service automation: This application deals with managing. Examples of the operational CRM are the actual interactions with customers like websites, data aggregation systems, direct sales, call centers and blogs. It enables anyone around the organization to access customer information and gives actual views of customer needs.

  1. Analytical CRM

This is a CRM type that maintains the analysis and operations of an organizational back-office. Here, the sales are not done directly to the customers. This type is made in a mode to analyze critically the information, the demographics and anything else relating to the customers. The sole aim of analytical CRM towards the organization is developing, supporting and enhancing the decision-making in the organization. It establishes the powerful patterns and forecasts in the clients’ information and data collected from different operational CRM systems.


Features of analytical CRM

  • Deploying and implementing the outcome to improve the effectiveness of CRM systems and processes, and enhance relationships and customer interaction.

  • Analyzing, determining and developing comprehensive rules and methods to level and optimize the customer relationship.

  • Getting the entire important customer’s information from different channels and sources.


  1. Strategic CRM

The role of this CRM type is to focus and improve the knowledge of the customer and utilize it in enhancing and customizing the customers’ interactions in sustaining a strong relationship with them. Developing CRM strategies uses various steps:


Amplifying commitment: Strategic CRM is experienced in all business departments of the organization like distribution, marketing, finance and sales. It is very important to have the customer support and feedback to help them in determining the strategies.


Building a valuable project team: After securing the organizational commitment, the next thing is to develop the strategies and build an established and valuable project team. The project team members are always experts and professionals and they are involved in the decision-making of the company.


Requirement analysis: The strategy concentrates and focuses on the actual requirements of business. It involves questionnaires and surveys with high-level sales, financial managers and marketing to correct all the information and expectations of the customers in bettering the company. This activity is very important in developing successful CRM systems that help in business goal achievement.


If you're wondering what business features can web-based CRM system support examine this set of management tools.

 Unlock all of the community & features  Join Now