The CRM market is huge, and it's easy for a newcomer to get lost. To make an informed choice, it's important to understand that not all CRMs are the same. They can be classified by several key criteria.
1. Classification by Functional Purpose
This is the most important classification, determining which tasks the system solves best.
- Operational CRMs. This is the most common type. Their main task is to automate daily processes: sales, service, and marketing. They help guide clients through the funnel, set tasks, and record communications. Examples: KeyCRM, SalesDrive.
- Analytical CRMs. The main focus of these systems is the collection and deep analysis of data about clients and sales. They help find patterns, segment the audience, forecast demand, and evaluate marketing effectiveness. Often, these are powerful BI systems integrated with a CRM.
- Collaborative CRMs. The main goal is to establish effective communication both with clients and within the team. They unite different channels (email, telephony, messengers) in a single space so that every employee has the full context of the interaction.
It is worth noting that modern CRM systems are often hybrid and combine elements of all three types.
2. Classification by Deployment Type
- Cloud (SaaS). The system is hosted on the developer's servers. You access it through a browser and pay a monthly subscription fee. This is the most popular option as it does not require your own servers and IT specialists for support. Advantages: quick start, accessibility, automatic updates.
- On-premise. You buy a license and install the software on your own servers. This gives you full control over the data and the ability for deep customization, but requires significant initial investment and support costs. This option is now chosen mainly by large corporations with specific security requirements.
3. Classification by Industry Specialization
- Universal CRMs. These are flexible constructor systems that can be adapted to any business. They require more setup time but allow for the implementation of the most complex processes. Example: Planfix.
- Industry-specific CRMs. These are ready-made solutions tailored to a specific niche: e-commerce, real estate, medicine, services. They contain industry-specific functionality and allow for a very quick start. Examples: Remonline (for service centers), Asteril (for clinics).
How to Choose?
The choice of CRM type depends on your unique needs. For an online store, a cloud-based industry-specific CRM is best. For a manufacturing company with complex processes, a universal constructor system is suitable. And for a bank, an on-premise solution with the highest level of security.
To understand which system will pay off faster, use our CRM ROI & Implementation Cost Calculator.
To make the right choice, we recommend reading our guide "How to Choose a CRM System" or contacting us for help.