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1) Identify and describe the two types of customer relationship management applications. 1  Operational CRM and analytical CRM are two types of CRM. Operational CRM refers to customer-facing applications, such as sales force automation, call center and customer service support, and marketing automation. 2) Identify five benefits of customer relationship management systems.
e-support. Part of the growing trend toward online customer relationship management (CRM), e-support is the electronic (usually Web-based) ... See complete definition. Web self-service. Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and ...s. SecurActive Performance Vision. Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.