What is CRM and 3 Essential Types of CRMs

In this blog post, we tried to answer the question of “What is CRM (Customer Relationship Management)”. In the same way, we mentioned the Sumasa CRM system we are developing for SaaS companies in our blog post.

What is CRM?

What is CRM?

Let’s begin by answering the question of what is CRM system. CRM is a customer-oriented business strategy where customer data is collected and used (for the benefit of both business and customers) using information technology. CRM is Customer Relationship Management. CRM system helps you build and manage strong relationships with your leads, opportunity, and existing customers. CRM software supports such efforts by increasing tracking, scaling, communicating, and developing such relationships.

CRM is a strategy with technology to integrate different business units to perform only one goal – serving customers better. It manages your customers, relationships, interactions and ultimately increases sales.

Customer relationship management includes organizing and tracking all the information you need to find leads, increase opportunities, make deals, and retain customers. As your sales team can segment and score your prospect leads, you can take note of the responses your potential leads have given.

Think meetings, emails, sales calls, and much more. While supporting the problems of your existing customers in the services they have received, process management, etc. CRM systems in departments allow you to get reports and manage the process efficiently and know your customers. Your customers will directly tell you the points they are satisfied with or the points you need to improve in the system.

CRM systems use a lot of data that reflects how well you manage your communication with customers. Data helps you analyze your performance and determine what it means for the company.

We can say that the most important point in the customer relationship management of the C-level people is the weekly, monthly reports that the employees will share with them. When your teammates can’t get the report they need to give to you in the system, they will apply another alternative method. If that happens, there won’t be manageable workflows in the system. You will not be able to focus on the growth strategies you need to focus on and will spend your time managing the process.

We need to remember the fact that you need a system that provides sales-marketing-customer relations management for your pain points.

Why should companies use CRM?

After explaining what CRM is, now it’s time to explain what the benefits of CRM are. CRM purpose is to help your business scale. You can manage your customer database in an organized manner where you can get any data whenever you want. If you manage customer data on your own, you can manage small amounts of limited data. A large database can’t be properly managed by anyone personally. You can start a small business and it might grow rapidly. So you just need to keep all your customer data properly. Customer data is an important feature of a successful business. That’s why companies need CRM software.

CRM software helps to track overall business activity to improve and build new relationships with our target customers. To select the best CRM Software Service, you should know about CRM software and about business requirements. What kind of business is exciting to build good relationship with target customers to grow business.

Let’s see some other reasons why you should use CRM software for your business today.

  1. Putting the customer above everything else
  2. Supporting your salespeople
  3. Increasing revenue and profitability
  4. Improving the ability to cross-sell
  5. Increasing team collaboration
  6. Automating routine tasks

Modules of CRM System

1. Operational CRM

Operational CRM streamlines the business process of a company. It mainly focuses on automation and improvement of your Sales, Support, and Marketing team. Operational CRM includes the Sales process, Service process, and Marketing Process. The main purpose of Operational CRM converting leads into clients.


Sales automation streamlines so that customers can meet their needs and increase sales more efficiently and effectively. It helps the sales team to automate the sales process. It usually, includes tracking prospects, managing, and logging sales calls/meetings. Sales CRM makes it easier for you to create a sales pipeline from your potential customers, scale the sales process, and follow up on your workflow during the sales process. A Sales CRM aims to gain customers smoothly from the first contact with the target customer until the sale is closed. It includes various CRM sales modules like;

  • Contact Management
  • Company Management
  • Account Management
  • Task Management


Service automation enables businesses to retain customers by providing the best quality of service and building a strong relationship. It includes issue management to fix customers’ problems, customer call management to handle incoming/outgoing calls, service tags management to monitor the quality of service based on key performance indicators.

Service automation includes finding solutions to your customer’s problems and creating a knowledge base or solution center about your customers’ frequently asked questions. With the ticket system, you can create custom reports for your customer group and their questions by segmenting your customers.


The main purpose of marketing automation is to find out the best way to offer products and approach potential customers. The major module in marketing automation is campaign management. It enables businesses to decide effective channels (like emails, phone calls, meetings, ads on social media) to reach up to your potential customers.

2. Analytical CRM

Analytical CRM helps sales, support, and marketing teams increase customer satisfaction. Data collection and analysis provided to provide better service to your customer provides better customer quality by storing and analyzing your customers’ preferences, customer potential and characteristics, and information. It enables your management team to make better decisions and to make better marketing efforts. Therefore, Analytical CRM helps you build strong customer relationships by gaining loyal customers.

Features of Analytical CRM:

  • More potential customer experience by analyzing customer needs
  • Better reporting with accurate data analysis
  • Better marketing efforts
  • Increasing customer satisfaction and customer loyalty

3. Collaborative CRM

Collaborative CRM is a method in CRM Management where various departments (like Sales, Marketing, Service) within an organization share customer information to maximize profitability, increase customer satisfaction and loyalty. The purpose of the collaboration is to enhance the quality of service and customer satisfaction.

What is Sumasa CRM? What does Sumasa CRM mean for SaaS companies?

After explaining the question of what is CRM, Let’s explain the difference between Sumasa CRM and other CRM systems in stages. In this CRM system, we have developed for your support-sales and marketing team, we have focused only on a certain niche in the sector. We contact and demo many prospect customers and with SaaS (software as a service) companies and define your pain points.

In our CRM system, which is in the beta stage, we prepared Persona cards and Marketing messages focused on our potential customers.

We created our product values with the requests and needs of potential customers. So, Sumasa CRM is a system that you can use without any necessity to train the entire company on how to use a new system. In this CRM system where we focus on solving problems for Support -Sales-Marketing departments Make it easy prospect tracking by segmenting. Categorize leads with the custom filters and tags you have.

You can also read more about CRM history, pricing and What is CRM (Customer Relationship Management).

You can review our other blog posts from the link. If you have any thoughts, please, share it with us by leaving a comment.

Here, we tried to answer your questions about CRM systems.

Leave a Comment

Your email address will not be published.

Scroll to Top