1. CRM can be classified into the two types: operational CRM and analytical CRM. Briefly explain the two types and give an example for each type. Operational CRM lays emphasis on automating and enhancing the front end business processes. The intent is to constantly improvise the aspects of business that are directly linked with customers, whether direct facing, through data aggregation centers, or online answering and resolving their queries. Automating the marketing, advertising and other service oriented features is the key to successful operational CRM. Different parameters with respect to customers have to be defined for streamlining the ...
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