CRM can be classified further into

Operational crm
Analytical CRM
Collaborative CRM

What is Operational CRM?
Operational CRM supports the front desk executives of the customer service, sales and marketing functions.It is helpful in collecting informastion fromn the customers/clients and forwarding to the concerned team to who process the issue.

The advantages of using an operational CRM are
* Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration
* Enables a 360-degree view of your customer while you are interacting with them
* Sales people and service engineers can access complete history of all customer interaction with your company, regardless of the touch point.
Some of the typical operational CRMs are

Sales force automation (SFA).
Customer Support/service applications.
Enterprise marketing automation (EMA).