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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.
Electronic Customer Relationship Management (E-CRM) Electronic customer relationship management (e-CRM) involves the integration of Web channels into the overall enterprise CRM strategy with the goal of driving consistency within all channels relative to sales, customer service and support (CSS) and marketing initiatives.