Customer relationship management solutions assist organizations in managing relationships with their customers, and include tools that help capture, store and analyze customer centric information.  

Operational CRM includes the automation or support of customer processes that include a company’s sales or service representatives and typically adds each interaction with a customer to a CRM database, enabling a centralized repository of customer history. Examples of operational CRM systems include sales force automation (SFA) and call center (CC) systems.

Collaborative CRM includes self-service, direct communication with customers that does not include a company’s sales or service representatives. These systems deal with customer touch points such as internet, email, and automated phone (Automated Voice Response –AVR). Such systems typically provide customer service improvements and cost reductions. 

Analytical CRM is a decision support system that provides for the analysis of customer data that helps a company make well informed management decisions. It provides for the design and execution of targeted marketing campaigns that optimize marketing effectiveness, cross-selling, up-selling, analysis that assists in management decision making (pricing, new product development), customer behavior, financial forecasting, and customer profitability analysis.