There are different areas of focus for CRM depending on what utilities it can offer for various business functions.
Marketing CRM is used to reach your target audience
Marketing CRM focuses on reaching out to potential clients. There are probably many people who are interested in using your service or product. Reaching out to all of them is never an easy task. In old days, this was achieved by placing an advertisement in the newspaper. In the digital age, you can’t afford to advertise and sit back for customers to come to you. Now, you need to reach them through inbound and digital marketing. For these strategies, marketing CRM can be handy.
Marketing CRM solution providers like HubSpot provide tools to increase your organic online traffic – which means more people come to your website after they find your services through a search engine.
The role of sales CRM starts where the role of marketing CRM ends
The marketing CRM has done its job effectively if a customer has contacted you with an inquiry. Now that the customer has shown potential interest, it is the job of the sales team to complete the buyer’s journey and make an actual sale. Sales team use sales CRM to create cases based on inquiries, communicate with the customers and finally convert them to spend on your services.
Customer support or helpdesk CRM complements your sales CRM
After your sales team has won some customers, your support team should retain them with the help of customer support CRM. Such CRM solves queries and issues related to your product or services after your sales team has closed the deal.
As you can see, you can use one CRM solution for sales and customer support and perhaps other business processes too. However, marketing CRM usually exists as a separate solution.