| CRM |
CMR |
| Data analysis is a back-end, relatively
‘isolated’ process. |
Data analysis is a real-time, front-end
integrated process. |
| Data analytics are not predictive. |
Data analytics are more predictive. |
| CRM is not integrated to the front-end
customer facing touchpoint, so the customer does not receive
immediate benefits of customized products. |
CMR works at the device level at
the delivery touchpoint, and the customer receives customized
services and features. |
| Data quality directly affects quality
of data mining. Data mining applications may not be able
to make sense of the data leading to a need to ‘clean’
or reconstruct data for data mining applications. |
CMR is based on data captured at
the touch-point using pre-configured data templates and
does not require further treatment. |
| CRM data analysis is about a group
of customers but it is harder to relate it to a particular
customer. |
CMR enabled solutions 'remember'
an individual customer and dynamically configures services
or provide alerts at the touchpoint. |
| Costs of CRM are very high. Over
and above license costs are networking, training, implementation,
data integration costs, which can be upto 4 times the
license costs. |
Infonox solutions help businesses
to implement CMR based solutions. |
CRM vs. CMR
