The difference between operational and analytical CRM is and how information is stored and used. Collaborative CRM is all about who is able to access the gold mine of information that is customer relationship management data.
It is an unfortunate fact that information silos exist in many organizations. sometimes the silos exist because different business areas feel as if they are in competition with one another. In other cases, it is simply a byproduct of company growth and different business areas being unaware of the needs of other business areas.
No matter why these information gaps exist, the truth is that they negatively impact your ability to fully assist customers. They can result in needless data redundancy. This redundant data not only takes up space, but also increases the risk of data integrity issues.
Most importantly, information silos can prevent the flow of data from one process to another, or one business area to another. Imagine that a customer goes to a local oil change retailer to have their car serviced. As they speak to the service manager, they mentioned that they want only synthetic oil from that point on. Without collaborative CRM, no other business area will become aware of that preference.It simply becomes a part of the customer's service record.
With collaborative CRM, that information would automatically feedback into a central Database. That information would then be available to any business area that has access to the CRM tool. There would be no need for manual data entry, file transfers, or other mechanisms to share that information beyond the CRM product.
One of the most pressing challenges in creating a collaborative CRM solution is compatibility. Different business areas might use different computer systems, file layouts, and have different requirements in terms of data security. When we build your custom CRM solution,we will work with you directly together all of these requirements, build a solution that meets your needs, and test the product with all of your legacy systems in mind.