What is CRM Analytics: Meaning, Types of CRM Analytics and Examples (2023)

Was it CRM Analytics?

CRM-AnalysisIt refers to the analysis of customer relationship management with data showing a company's customer service performance and sales. It provides customer data that companies can use to make effective business decisions. CRM analytics software is ideal for collecting CRM analytics and automating reporting and data collection.

With CRM analytics, businesses can get an overview of who is buying, who is likely to buy soon, and how to retain customers. See what the benefits are, why and how companies collect them:

the following topics

Was it CRM Analytics?

Benefits of CRM Analytics

What can CRM Analytics measure?

Types of CRM analytics

Types of CRM Analytics Companies to Watch

CRM Analysis Example

Benefits of CRM Analytics

The main benefit of CRM analytics is that companies can use it to inform customer service, sales, etc.elements of the marketing process.However, it can also improve the method by:

  • Accurate customer data: While customer data is used for anything like email marketing or demographic marketing, it's important to know if your CRM analytics are ensuring the right people are being reached.
  • Customer Service Assessment: CRM analytics provide insight into the performance of your customer service team. This allows organizations to see metrics where teams can improve and implement practices that drive employees to achieve their goals.
  • Effective Lead Generation: Provides an overview of marketing measures that are truly relevant to the market. If a particular method targets a small percentage of a company's customers, using that method can increase sales.
  • Comprehensive customer analytics: This type of analytics allows businesses to improve their marketing strategies by understanding how much customers spend, how often they buy products, and more.

What can CRM Analytics measure?

CRM analytics enable customers to maximize sales effectiveness by providing insights on:

  • The quality of your sales emails
  • lead quality
  • Quality sales and support
  • The quality of sales pitches
  • sales growth
  • New opportunities and profitable deals

Types of CRM analytics

Complete CRM analytics form helps to acquire prospects, convert them into customers and then maintain the relationship with them. However, when it comes to CRM analytics, there is no one-size-fits-all system, rather systems generally fall into one of three categories: operational, analytical, and collaborative CRM.

CRM function

These types of CRMs analyze and manage a company's interactions. This is especially useful for employees involved in customer sales, support, order processing, marketing, and more. In addition, it simplifies business processes through three key functions:sales automation, service automation and marketing automation. Therefore, companies with a linear sales process or those looking to optimize their workflows benefit from this CRM analysis.

Sample CRM features: HubSpot

sales automation

Sales automation enables sales operations to be performed more efficiently. Businesses using this feature can avoid accidents that are forgotten or accumulate over time. Assigns tasks based on data-driven attributes, including customer value or specific transaction behavior.

Therefore, we should think about the customer lifecycle and how it connects with automation technologies such as phone documentation, email scheduling and contact management to achieve their goals.

service automation

With the help of this type of CRM analytics, companies can create a positive customer experience with every service action taken. Ensures that companies provide timely and accurate services.

Service automation collects data from customer emails, live websites, phone calls and incoming orders for further integration by presenting it as the final interface to the business.

Determines overall customer satisfaction by finding new ways for customers to interact with brands. In addition, service automation improves the organization's task delegation and better understanding of customer needs.

Marketing Automation

Now, these types of full-form CRM analytics help reveal buying opportunities to specific leads and prospects. Another marketing automation bridge the gap between finding customers and having a meaningful conversation with the sales team.

It focuses on ways to attract people around you and become customers. In addition, lead scores as justification of interest result in accurate and successful lead lists. Uses of marketing automation include tracking campaigns over time, lead nurturing, and more, which can help develop strategies to attract loyal customers.

Analytics CRM

As the name suggests, Analytical CRM offers a deeper level of intelligence. It creates opportunities to gain insight into the best odds predictions. These types of CRM analysts include accountants, business intelligence professionals, and data analysts. Therefore, various methods of analysis are listed belowE-commerce customer relationship managementIt can be used in favor of business strategy.

Analytical CRM example: ZOHO Analytics

Optimization of marketing campaigns

Early research was done by hand and related sales were based on educated guesses. However, with CRM analytics and tracking information, you can now take the guesswork out of where to spend your marketing budget.

Accountbasiertes Marketing

The company understands the interests of organizations and individuals and can meet their needs. ForAccountbasiertes MarketingThere's an email marketing example that shows the importance of tracking touchpoints.

The knowledge to convert prospects into customers

When companies combine demographic information with their marketing presence and interest history, it's easy to imagine what drives them to become customers. Moreover, it is better to properly analyze the data and apply it to future endeavors.

Improve your sales and marketing activities

The tracking software provides detailed information in various areas. Marketing and sales teams learn to maximize resources and time by focusing on prospects and working hard to convert them.

new sales opportunities

By slowly understanding the connections between customers and prospects in each target segment, companies can identify cross-selling and up-selling opportunities. In addition, analytical CRM tools are becoming more and more relevant and up-to-date.

For example, if a customer receives an email asking them to view a product on a company's website, they can be alerted to reach out and get in touch with that person.

Also, the most important components of Analytical CRM are data mining, data warehousing and OLAP tools, which are explained below:

Data mining

This element of CRM analytics is a catch-all term for the process of recognizing patterns in large volumes of data. Therefore, data mining is useful for discovering trends in customer interests. It also provides insight into a company's customer lifecycle, including customer acquisition, retention, identification and development.

data storage

A data warehouse is defined as a type of database included in the CRM analysis. This provides analysts with an efficient system for collecting, aggregating and processing customer data for analysis. In addition, it stores current and historical data in one place, simplifying processes such as exporting data to more traditional databases.


Online tools for analytical processing areOnline shopping.These tools help to evaluate the multidimensional data stored in the database from multiple perspectives. Rather than acting alone, the tool allows companies to perform CRM analytics in parallel. Additionally, businesses can see how customers in a specific region have interacted with their website over a specific period of time.

Keep in mind that an analytical CRM like Marketing Manager becomes important when companies try to use data to gain an overview of how customers act and interact with brands. Use data and strategy to understand key trends.

CRM Collaboratives

Collaborative CRM analytics allow different service departments to share customer databases in an affordable way. In addition, this all-in-one CRM analytics software promotes harmony across the business. In addition, exchange between management takes place through both channel management and interaction. All help in analyzing data from different aspects of the business.

Collaborative CRM example: copper

Channel management

These types of CRM analytics help use the information to improve methods of communicating with clients or customers. Management tools enable personalized outreach strategies.

However, this form is useful when the client feels comfortable sharing information freely across the organization. It is commonly used in companies with multiple locations or companies that can benefit from modern collaboration.

interaction management

This collaborative CRM helps businesses track every interaction between customers and the business. In addition, the data collected by the tool allows a clear log of emails, social media, phone calls and face-to-face interactions to be maintained.

Types of CRM Analytics Companies to Watch

customer relationship management systemanalyzesThe complete software platform offers a wide range of measurable analyses. Therefore, the following measurements are critical.

CRM analysis before the sale

Many customer relationships are created before the sale. After all, how often does a customer make a purchase without knowing the product? Therefore, the analysis mentioned below becomes important:

  • Notice
  • Point of view
  • personal interaction
  • Website-Commitment
  • additional attendance


Once a prospect becomes a customer, there is no guarantee that they will remain one. Therefore, collecting analysis after the sale is also very important. These indicators include:

  • troubleshooting
  • additional purchase
  • procurement model
  • Splits
  • expenditure
  • project management

CRM Analysis Report

In addition, many reports must be run in addition to the CRM analytics path to aggregate the analytics into actionable information. These reports include the following:

  • sales forecast
  • profitability
  • sales cycle
  • Revenue conversion
  • Target
  • sales channels

CRM Analysis Example

Also known as CRM analytics tools, they help organize data into interpretable chunks and identify working knowledge. function is:

  • Predictive Analytics/Prognose
  • Splits
  • Comparative assessment
  • visualization tool
  • profitability analysis
  • real-time analysis
  • automatic notification

Few CRM analytics tools come out of the box, while others must be purchased separately and integrated with CRM analytics. Some examples of both are as follows:

Salesforce Einstein CRM Analytics

Salesforce Einstein is an example of CRM analytics that uses an advanced cloud-based business intelligence analytics platform. Furthermore, its machine learning is based onvendor definitionHave predictive models and adapt them as more business data becomes available. As such, it clarifies from the outset the symbolism of a powerful analytical tool that only improves with time. Storytelling feature helps create presentation/presentation graphics, saving time and facilitating information sharing.

Limitations: Expensive per user, so can't compete with a handful of small businesses. Also, customer service did not respond many times.

Pricing: Sales Cloud Einstein - $50/hour per user, billed annually

Einstein Forecast - $75/hour per user

Einstein Analytics Plus - $150 per user per month


The HubSpot CRM analytics tool is the foundation for the others and acts as a data warehouse for all incoming information. Additionally, these CRM analytics examples are free because analytics reports and metrics are built into the various dashboards. CRM analytics techniques or functionality can be further enhanced in conjunction with the more advanced HubSpot Marketing Center.

Limitations: There is a price jump from the HubSpot Marketing Center starter plan to the Pro plan.

Pricing: HubSpot CRM - Free for unlimited users with basic features

Hub Starter Plan - $40 per hour/billed annually, $50 per night/billed monthly

Professional plan - $800 hourly/annual fee

Business - $3,200 per hour/billed annually

ZOHO CRM analysis

These CRM analysis examples provide detailed data analysis, reports, application synchronization, automatic or scheduled data, servers or other possible locations (Microsoft Excel, CSV files, Microsoft Onedrive, Google Drive, etc.). In addition, CRM analytics technology offers a highly visual user interface, drag and drop, collaboration capabilities, and comprehensive CRM analytics tools.

Limitations: While the user interface works and is attractive, it cannot be customized as intended. Data initialization service reportneutralizeServer, so the data cannot be accessed outside the app.

Pricing: Free plan - up to 2 users (up to 10,000 data series and unlimited dashboards and reports)

Basic plan - up to 2 users ($22 per year/annual fee and $25 per month/monthly fee)

Standard Plan – Up to 5 users ($45/mo billed annually, $50/mo billed annually)

Premium Plan – up to 15 users ($112/month billed annually, $125/month billed annually)

Enterprise Plan - Up to 50 users (445 pm/annual fee and 495 pm/monthly fee)

Zendesk investigates CRM analytics

Zendesk Explore is a reporting and CRM analytics tool in a more comprehensive toolbox. CRM analytics extract data from service and support functions to improve and measure the customer experience. Additionally, smart dashboards and multi-channel analytics make it easy to track KPIs.

Limitations: Zendesk numbers are updated hourly and entered into exploration, not real-time sync, real-time, etc. Therefore, it can be difficult to create complex reports.

Pricing: Lite Plan - Free if customer purchases Zendesk Support Professional

Professional plan – $9/night/year, per user fee, $12/pm/month, per user fee

Nextiva CRM Analytics

Nextiva is a VoIP-focused vendor that offers CRM analytics tools for sales, customer support and marketing as a subset of the full NextOS platform stack. Additionally, CRM analytics technology is designed with customers in mind, combining chat, CRM, surveys and phone calls into one neat package.

However, the CRM analytics sample has a language analytics platform that allows segmentation and analytics by hour, inbound/outbound, and region. Customers also have access to comparative trends, call summary data, call logs and sales activity.

Limitations: Nextiva was a time-consuming implementation (getting everything up and running and training team members)

Pricing: Basic plan - $35 per user/night for 1-4 users, billed monthly

Pro Plan - $38 per user/night for 1-4 users, billed monthly

Enterprise Plan - $55/night per user, 1-4 users, billed monthly

SAP CRM-Analyse

SAP is another CRM analytics tool that offers various solutions for interacting with customers through sales, marketing and support channels. CRM analytics technology integrates big data into the core functions of every industry.

For example, a sales CRM uses analytics to predict and find vulnerabilities before they occur. In addition, it uncovers hidden potential through its intelligent social media monitoring capabilities for unstructured data. Additionally, SAP has an in-memory engine called SAP HANA that can analyze up to 80 TB of data at a time.

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