Customer Relationship Management (CRM) Systems Coursework

Customer Relationship Management (CRM) Systems - Coursework Example These systems pool information sources from marketing, sales, customer service, sales and accounting databases to create one comprehensive tool. First, is the operation CRM systems, they focus on software applications integrating disconnected data sets in a business. The system has the capability to focus on customers and provide information from multiple databases on a single platform. The business employees can then provide quick service to the customer without need for many software tools to collect customer information. Another type of CRM system is the analytical CRM. It focuses on gleaning the perception of the customer from the available data in a business. These systems can use data mining to look for patterns and trends and can solve customer problems by focusing on widespread problems. Last but not least, we have collaborative CRM systems that move outside the business to include external contacts such as suppliers, vendors and distributors. The system allows businesses bring additional data to their customers’ service. They make the information available to the customers by use of a website or extranet. The main intent is to enable users work interactively with a business to improve service provision (Dyche 2001) OpenData by Socrata is a sample CRM system that is online. From my observation, this CRM maintains clients’ records and activities. For instance, it captures clients’ information from several sources, such as, an entry form, Google maps and discussion boards. It then harmonizes this information and presents it in a tabular form. Additionally OpenData CRM has the functionality of editing that available information and adding more information. In the available classification, OpenData CRM falls under the operational CRM system category. This is because it focuses on applications that integrate disconnected data sets and focus on