Analytical CRM

Analytical CRM software processes data gathered from the organization to extract applicable insights to optimize the business.

Analytical CRM system manages back-office operations with ease. It enables businesses to take data-supplemented decisions by evaluating customer behavior and forecasting purchase intention.

Analytical CRM empowers businesses to:

  • Collate customer information and organize it into a repository.
  • Offer personalized interactions to improve the relationship with customers and prospects.
  • Improve the efficacy of marketing campaigns by segregating audience in terms of different criteria.
  • Foresee and prevent customer deflection to enhance customer retention.
  • Plan financial forecasts backed by analysis of performance metrics.

What are the advantages of leveraging Analytical CRM?

Analytical CRM offers analytical capabilities that help businesses in forecasting, scaling, and improving customer relationships.

Here are some advantages of leveraging Analytical CRM:

Retain lucrative customers based on data analysis.

Identify new customers who closely resemble the ideal customer among all the leads.

Significantly enhance customer satisfaction and loyalty.

Collects and analyzes the sales and marketing data to provide intelligence for smoother operations.

Types of Analytics

Customer Analytics

Customer Analytics

Helps in generating customer behavior reports by identifying patterns and analyzing them to identify lucrative customer segments that are worthy of pursuing.

Marketing Analytics

Marketing Analytics

Used in the planning and management of marketing campaigns at different geographical levels, branding, and product - analysis. Marketing analytics also provides valuable information on untapped marketing opportunities.

Sales Analytics

Sales Analytics

Assists in drilling down the sales cycle, improving the sales pipeline, and redesigning plans. It also helps in predicting profits and sales by scrutinizing sales behavior.

Service Analytics

Service Analytics

Collates information from diverse sources to evaluate customer satisfaction. In addition to it, businesses can optimize their services in terms of service costs and revenues accrued.

Channel Analytics

Channel Analytics

Helps businesses to determine customer preferences on the means of communication such as telephone, email, etc. It also helps businesses in fine-tuning their public communications as well.

How can businesses use Analytical CRM?

Businesses can utilize analytical CRMs for the following:

Trend prediction

You can dive deep into historical sales trends and compare them with the current market conditions to ascertain purchasing behavior. Armed with this information, businesses can efficiently forecast trends and other related factors such as locations and speed of trend development.

Improve customer satisfaction

Allows businesses to analyze data collated from multiple channels and leverage it to enhance customer satisfaction. Detailed customer profiles are useful to ascertain preferences and gain a better understanding of the customer lifecycle. These insights are beneficial in lead conversion and customer retention.

Sales refinement

You can analyze customer preferences and trends to ascertain marketing and sales methods that are most likely to yield the best results. Additionally, they can continuously monitor sales activity to refine it for maximum gains.

Enhance marketing campaigns

You can evaluate the performance of marketing campaigns and rationalize marketing spends. Analytical CRM also helps in tracking leads across different channels and customer profile creation.

How analytical CRM differs from operational CRM and collaborative CRM?

Analytical CRM differs from collaborative CRM and operative CRM functionally.

Collaborative CRM is mainly concerned with the communication and co-operation between customers and vendors. It shares various kinds of information such as market information, customer information, and business information.

Within an organization, multiple departments are connected via the collaborative CRM. The information collated by one department can be utilized in the work of another department to improve customer service.

Operational CRM, on the other hand, combines and automates sales, marketing, and customer support parts of a business. It has three main components:

  • Sales force automation: Utilized in the management of sales activities
  • Marketing automation: Comprises of promotions, campaign management, market segmentation, and event-based marketing
  • Service automation: It is concerned with diagnosing and fixing issues with the product.

Operational CRM leverages data to optimize everyday processes, but not at the same level as analytical CRM.

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