CRM system

CRM System | How should CRM systems be classified, and what are their differences?

When searching for CRM systems on Google, you can find many different types of CRM systems. However, since each business has unique requirements, there is no one-size-fits-all CRM system. Instead, there is the most suitable CRM system for each specific business. What are the types of CRM systems, and what are the differences between them? DumbChat will guide you through this in the following article.

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CRM System Classification

The full name of the CRM system is Customer Relationship Management system. Depending on different criteria, the classification of CRM systems can vary. Generally, they are categorized based on three different criteria: functionality, customer types, and frameworks.

Functional Classification

CRM systems can be broadly classified into three categories based on functionality: Operational CRM, Analytical CRM, and Collaborative CRM.

Operational CRM

The primary function of this type of CRM system is to enable automated management and application in processes such as marketing, sales, and service within the business. Examples include marketing automation, sales automation, service automation, etc., enhancing the overall efficiency of handling various business processes.

Analytical CRM

As the name suggests, the primary function of Analytical CRM systems is to gather and aggregate customer information, store and analyze customer behaviors, satisfaction, needs, etc. These systems establish customer models, uncover potential customers, and serve as the basis for making informed decisions within the business.

Collaborative CRM

Integrate and provide interactive channels between businesses and customers, including corporate websites, email, various communication systems, etc. This enhances the communication capabilities of the business, improves service quality and communication efficiency, and enables businesses to achieve diverse interaction methods.

Customer-based Classification

Classifying based on customer types mainly involves two categories: B2C CRM (Business-to-Consumer CRM), B2B CRM (Business-to-Business CRM), and a less common type known as 2B2C CRM. Most CRM systems available in the market are predominantly B2C-focused.


Primarily targeting individual consumers, B2C CRM systems directly provide products or services to end consumers. The main focus of such CRM systems is on individual consumer information, and the complexity of product pricing tends to be lower. Customers in this context often have higher purchase frequencies.


Primarily targeting organizational entities or businesses, these CRM systems are mostly customized based on specific needs. This makes B2B CRM challenging to replace, and the purchasing frequency tends to be lower. However, when purchases occur, they often happen on an annual basis. Unlike B2C CRM, the decision-making process for businesses or organizations is usually lengthy, with higher unit prices and more complex systems.


2B2C CRM, also known as bilateral CRM system, serves both businesses and consumers simultaneously. Its primary function is to act as a matchmaker between businesses and consumers. It functions in a way that when one side gains a sufficient number, it stimulates the need for the other side. Examples include platforms like Taobao. Such CRM systems are relatively rare in the market. Most businesses, when utilizing these systems, tend to establish two separate systems to support their day-to-day operations.

Framework-based Classification

With the increasing demand for CRM systems in businesses, the development of CRM systems has become more sophisticated. Based on the development framework, CRM systems can be categorized into two types: Business Architecture Systems and Platform Architecture Systems.

CRM Business Architecture System: A framework designed for the common and fundamental business scenarios of various industries.

CRM Platform Architecture System: Designed to meet the specific operational needs of enterprises by tailoring the framework to their requirements.


Nowadays, CRM system development has become highly mature, and most CRM systems include functionalities from Operational CRM, Analytical CRM, and Collaborative CRM. Examples include Microsoft Dynamics CRM, Salesforce, and dumbChat. These systems can achieve customer service automation, collect, organize, and analyze customer data, and support simultaneous logins on multiple platforms. By spanning across these three different types of CRM systems, they can meet the needs of the majority of businesses.

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Last Updated on 2023-12-22

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