BACHELOR OF BUSINESS ADMINISTRATION

Detailed explanation-1: -The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers. Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and IMing. Back-office operations deal directly with the customer.

Detailed explanation-2: -Operational CRM and analytical CRM utilize the same approach but address different problems. The significant difference is that operational CRM is focused on customer-facing processes, while analytical CRM is more attuned to developing the organization’s systems through customer insights.

Detailed explanation-3: -Operational-Operational CRM focuses on the automation of customerfacing processes such as selling, marketing and customer service. Analytical-Analytical CRM focuses on the intelligent mining of customerrelated data for strategic or tactical purposes.

Detailed explanation-4: -Analytical CRM is a subset of CRM in which a company collects data about its customer interactions, to increase customer satisfaction and customer retention rates. Analytical CRM is a behind-the-scenes process; the client is not aware of the capture and analysis of their actions and interactions with the company.