Final answer:
Sales CRM manages customer interactions and sales processes, while Operational CRM automates and improves daily business operations like marketing and customer service. Both types of CRM can be used in various sectors to enhance customer relationships and operational efficiency.
Step-by-step explanation:
Sales CRM, or Customer Relationship Management, refers to a system that helps manage a company’s interactions with its current and potential customers. It typically focuses on managing leads, tracking customer interactions, and facilitating the sales process. Roles like clerical or office staff often utilize CRM systems to maintain records and support sales teams. Functions within Sales CRM include contact management, sales forecasting, and the management of sales pipelines.
Operational CRM focuses on the automation and improvement of business processes such as marketing, sales, and customer service. It often includes “lights out” operations in installation and repair, aiming to reduce human intervention through the use of technology. Operational CRM can support managers, executives, or officials in making strategic decisions based on real-time data. This type of CRM streamlines day-to-day operations to ensure that customer interactions across all touchpoints are efficient and consistent, enhancing overall customer experience and operational efficiency.
CRM systems can also extend into other industry sectors such as construction or mining, aiding in the management of customer relationships and ensuring that sales teams have the right tools and information to engage and serve the industries they cater to.