Types and kinds of CRM systems
Updated 2026-05-31
CRMs are classified by purpose (operational — for day-to-day sales work, analytical — for reports, collaborative — for communication), by scope (general-purpose vs industry-specific for product sellers/salons/medical centres) and by deployment (cloud vs on-premise). For most small and mid-sized Ukrainian businesses, a cloud-based operational CRM is the right fit, ideally an industry one — it shows only the modules you need. A basic CRM can be used for free.
By purpose
- Operational. Automate the daily work: orders, funnel, statuses, reminders, delivery. This is the manager’s “desk”.
- Analytical. Focused on reports: revenue, funnel conversion, customer segments, top products.
- Collaborative. Centred on communication — the history of requests and the team working together on a customer.
In practice, modern CRMs combine all three roles: they handle the day-to-day routine and provide analytics at the same time.
By scope: general vs industry
A general CRM gives you an abstract deal funnel that you have to configure for yourself. An industry CRM is already tailored to a niche: product sellers need a warehouse and Nova Poshta, a salon needs a booking calendar and staff, a medical centre needs patients and doctors. An industry CRM rolls out faster because it shows only what you need.
By deployment: cloud vs on-premise
- Cloud (SaaS). Runs in the browser, needs no server of your own, and updates automatically. The choice for most small and mid-sized businesses.
- On-premise. Installed on your own server. Gives maximum control over your data but is expensive to maintain — for large companies with special requirements.
Which type to choose
For most Ukrainian small and mid-sized businesses, the best fit is a cloud-based operational industry CRM. It launches quickly, doesn’t overload you with extras and is accessible from anywhere. Trying it out costs nothing: a basic CRM is free, and from there you can see how to work in a CRM every day.
FAQ
What types of CRM systems are there?
By purpose: operational (automate sales and routine work), analytical (reports and segmentation), and collaborative (communication with the customer). In practice, most modern CRMs are a combination of all three.
How is an industry CRM different from a general one?
A general CRM gives you an all-purpose deal funnel for any business. An industry CRM is tuned to a specific niche: it shows warehouse and Nova Poshta for product sellers, a booking calendar for service businesses, and removes everything unnecessary.
Cloud or on-premise CRM — which to choose?
A cloud (SaaS) CRM needs no server of your own, updates itself and is accessible from any device — the choice for most small and mid-sized businesses. On-premise is chosen by large companies with special requirements for their data.
Which type of CRM suits a small business?
A cloud-based operational CRM, ideally an industry one for your niche. It is quick to roll out and doesn't overload you with extra features. You can start on a free plan.