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Collaborative CRM deals with customer interaction and channels of communications. The main role of this system is to synchronize and integrate each other. Collaborative CRM works with the information a company has about their customers. It shares this knowledge among all the departments involved with them. For example, preferences on a specific product could be shared with the marketing department as it is possible to have an analysis of preferred products or vice versa. As well as for the financial department: information on the price of a product in a market could be useful to create a strategy to compare costs with your competitors.

Collaborative CRM has two main aspects:

  1. Interaction Management –This process deals with creating an interaction channel between companies and customers. This channel depends on customers needs and preferences and how they want to be in contact with your company. In this case, the channel chosen by a single customer is important: some clients prefer to be contacted by email or phone, others prefer to be contacted live online, other ones prefer face-to-face interaction. Therefore, it is important for a business to adopt an Omnichannel strategy. In this way, the company is ready to fulfill every desire and need of every single customer, by implementing the CRM.
  2. Channel Management –Once interaction channels are implemented, it’s fundamental to make them as powerful as possible. In this way, you can offer the best in market to your customers. So, what can you do to do your best? Obviously, you need to keep up with the latest technologies. These will help your company to offer a high-quality service to your customers and allows you to gather information from them. Hence, it is important for an organization to clearly arrange channel responsibilities and duties.


In conclusion, this CRM solution helps your company to put all information and processes together, in order to create and maintain a strong relationship with your customers. In fact, it enables valuable customer interactions across the channels, establishes online collaboration and cuts down service costs. One of the best options is to integrate customer interaction with a contact centre, so that is possible to implement an omnichannel approach with customers.

How can Arema Connect can help your business?

We provide our clients with the necessary customer touch points which include:

  • Live Chat
  • Inbound Call Management
  • Email Handling
  • Social Media Monitoring
  • SMS Text Message

Contact us if you’re interested in adopting an omnichannel strategy in your business!