analytical crm in a CCE

A closer look at Analytical CRM in a CCE




At the end of this lesson, readers should be able to:

  • Define operational CRM
  • Define Analytical CRM
  • Discuss the relationship and differences of the two


A good CRM strategy will involve two components, namely operational CRM and Analytical CRM.  Historically, businesses have placed the primary focus on operational CRM which encompasses activities that involves the customers directly.  This could include face-to-face interaction with or dealing with questions from customers.


In recent years, however, companies have based many successful CRM strategies on a combination of operational and analytical CRM.  Analysis CRM looks beyond direct interactions with customers and enable a company to build a better understanding of its individual customers.  Analytical CRM collects data on customers over time and multiple interactions, and uses it to learn about behaviours.  Through the use of operational CRM systems, a company collects this information of customers interactions, but analytical CRM systems use that information to build models of customer behaviour and encourage better decision making.


The increasing reliance on analytical CRM fuels an increasing market for more advanced technologies that will enhance CRM affectivities and ultimately, the profitability of many business.

Good operational CRM contributes to the success of analytical CRM.

Operational CRM and Analytical CRM are closely related but they define different aspect of a CRM program.  Operational CRM relates to the operational factors of implementing a CRM system while analytical CRM refers to customer data analysis in order to discover behavioural response


Operational CRM is, in simplest terms, the business operations connected to building and managing CRM a company.  Ti includes operations of such functions as marketing and call centre automation.


Analytical CRM describes the component of CRM that related to data mining and interpretation of data collected about customers.  Companies that use CRM are usually trying to garner as much customer data and transaction history as possible to make effective business and customer centred marketing decisions.

The tools and other resources used in operational CRM are often essentially the same.  The resources themselves are considered part of the business operations, or operational CRM. The analysis of the data collected through these operations is analytical CRM. Effective operational CRM contributes to solid analytical CRM, which leaders to more target marketing and better customer experiences.




At the end of this lesson, we have been able to discover that:

  • Operational CRM includes all activities that involves the customers directly.
  • Analytical CRM obtains data from different customers’ interaction and use those that to any customers behaviour.
  • The only thing that can guarantee the success of analytical CRM is when it is built on a solid operation CRM
  • Example of operational CRM includes sales force Automatic and Call Centre Automation


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