What is Collaborative CRM? A guide for SMEs

When it comes to CRMs, companies can consider several different types. Each is unique and provides different benefits depending on the goals and objectives of the business.

Let’s review the most popular types of CRM I’ve discovered in my agency.

Collaborative CRM

Customer relationship management system enables different departments to work together and share customer information.

These CRM systems are the secret weapons of successful sales teams that value communication, collaboration, and cooperation in their day-to-day operations.

This type of CRM is great for companies with multiple teams or locations that need to coordinate efforts across departments.

Operational CRM

Operational CRM comes into focus automation and: rationalization Customer-facing business processes, such as sales, marketing and customer service operations, to improve customer retention rates, increase efficiency and reduce costs.

One of its most important advantages is its capacity provide a personalized customer experience through targeted sales marketing campaigns and tailored communications.

With this CRM, businesses can manage their leads, track customer interactions, and get a 360-degree view of their customers.

Analytical CRM

Analytics is the main goal of CRM analyze customer data to gain insights in customer behavior and preferences.

These systems are designed to help businesses make better-informed decisions, whether it’s identifying high-value customers, predicting future sales, or identifying areas of the company that need improvement.

Businesses can improve their customer relationships, increase customer interactions, and maximize profitability by using this type of CRM.

In using collaborative CRMs at my agency, I’ve found that there are many key features that these systems provide help businesses better manage their customer relationships with new and existing customers.

Some of these key features include the following:

  • Interaction management
  • Channel management
  • Document management

Let’s take a closer look at these key features.

Interaction management

Interaction management is an important aspect of collaborative CRM. It includes: communication and engagement management between each customer interaction in the process of the channel of interaction with the business.

Whether it’s a phone call, email, chat or social media post, all customer interaction data can be logged and viewed by the entire team. This means everyone is on the same page regarding the client’s status and current issues.

Channel management

Channel management refers to manage businesses with different communication channels use to communicate with their customers. The main purpose of this feature is to ensure that all your communication channels are optimized for maximum engagement and customer satisfaction.

This includes analyzing customer behavior, preferences and feedback to determine which channels are most effective for specific demographics. With effective channel management, companies can improve customer loyalty and ultimately improve their bottom line.

Document management

It’s document management important for teams who need to share and work on critical files For enhanced communication throughout the company. It is the process of organizing, storing and sharing documents and other relevant information such as invoices, proposals, contracts and reports across different departments and teams of an organization.

With a collaborative CRM, users can upload files, comment on them, and make changes in real time, all in one centralized location, no matter where each team member is located. This not only saves time, but also reduces errors and increases productivity.

There are many benefits of collaborative CRM that small businesses can take advantage of. It is a valuable tool for business owners looking to improve customer satisfaction and loyaltysales pipeline and internal communication channel.

Below are some of the key benefits I’ve experienced using a collaborative CRM.

Better customer service

One of the most important benefits of shared CRM systems is that it facilitates better customer support processes, which is important for every organization. It helps any customer service team work more closely with existing customers, providing personalized customer service and support. This system can also help streamline sales processes and make it easier for teams to close more deals.

Better customer communication

Another important benefit of collaborative CRM is improved communication with customers. Businessmen can communicate more effectively with customers having everyone on the same page regarding customer information. This can help improve the overall interaction as customers feel heard and taken seriously.

Better customer data

Collaborative CRM systems can also help businesses manage customer data more effectively. By having all customer-related data in one centralized platform, teams can track and analyze customer behavior to make better decisions for business. This is especially useful for marketing campaigns as it allows you to target specific audiences more precisely.

Increasing team productivity

When a business’s technical support team uses this type of CRM, the team’s productivity can increase. This is because collaborative CRM systems allow users to quickly and easily access customer records and other important information, saving time. It’s a big plus for teams who need to get tasks done efficiently increase sales productivity and: maximize profitability.

Increased customer satisfaction

Collaborative CRM systems can also increase customer satisfaction and loyalty. This is because customers feel more valued and cared for when their concerns are addressed quickly and efficiently. Basically, it can lead to happier customers who trust the brand and more likely to remain loyal.

Multichannel interactions

In addition, collaborative CRM systems enable multi-channel interaction within a business. This means that customers can contact the company by email. through emails, phone calls, live chats, etc. With omnichannel interactions available to customers, customer service teams can provide a better customer experience.

Better customer retention

Finally, collaborative CRM can help businesses increase customer retention rates. This is because customers have a better overall experience when they can contact a company quickly and: easily. By improving customer relationships, companies can maximize their profits by keeping existing customers longer.

There are many collaborative CRM vendors on the market today.

Some of the most common options include:

  • SugarCRM:
  • Copper CRM
  • Monday.com

Let’s go over each CRM.

FYI: — you can read our review of the best CRM software if you don’t think the following options are for you.


First, let’s discuss SugarCRM.

What is Sugar CRM?

SugarCRM is a CRM platform that offers businesses a cooperative and: intuitive a way to manage all aspects of interaction with their customers. It’s an open source solution that provides a variety of features and tools, including lead management, sales automation, marketing campaigns, customer service, and analytics.

SugarCRM Pricing

It The barrier to entry for SugarCRM is pretty steep. Although its sales plan starts at $49 per month, it requires a minimum of 3 users and buyers must contact the sales team to purchase. This can be expensive for some businesses with tight budgets.

Advantages and Disadvantages of SugarCRM

There are many advantages and disadvantages to using SugarCRM.

Benefits of SugarCRM
  • Automation
  • Customizable
  • Powerful report
SugarCRM Cons
  • Expensive price
  • There is no free trial
  • Technical expertise required

Copper CRM

Next, let’s talk about Copper CRM.

What is Copper CRM?

Formerly known as ProsperWorks, Copper CRM is a cloud-based collaborative CRM platform designed for businesses of all sizes. It has a clean and intuitive interface that is easy to navigate, making it perfect for small businesses or teams that don’t have a dedicated IT department. One of the best things about Copper is its easy integration with Google Workspace, which allows users to access their existing Gmail, Google Calendar, and Google Drive accounts.

Copper pricing

If you looking for a CRM that won’t break the bank, Copper CRM could be for you. Copper CRM offers competitive pricing plans that meet a variety of business needs. Its basic plan starts at $23 per user per month and provides a free trial for each program.

Advantages and disadvantages of copper

Below are the main pros and cons of Copper CRM.

Benefits of Copper CRM
  • A mobile app is available
  • User friendly interface
  • Third Party Integration
Copper CRM Cons
  • Limited customization
  • Lack of automation features


Finally, let’s move on to Monday.com.

What is Monday.com?

Monday.com is a collaborative CRM software that aims to make customer relationship management and tracking seamless and intuitive. With a neat and user-friendly interface, it allows teams to collaborate and share information in real time, making it it’s easier to stay on top of tasks and ensure nothing falls through the cracks. Read our comprehensive Monday.com review to learn more about this platform.

Monday.com prices

Monday.com has flexible pricing plans for every type of business. It offers a free plan and a 14-day free trial. However, its Basic plan starts at $8 per month for at least three seats, making it one of the most scalable CRM options.

Pros and Cons of Monday.com

These are some of the main advantages and disadvantages of Monday.com.

Benefits of Monday.com CRM
  • Free forever plan
  • 14 free trials available
  • Built-in time tracking
Monday.com CRM Cons:
  • Slow customer support
  • Limited feature options for lower tier plans

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