Collaborative CRM is a contact management software that helps sales, marketing, and service team members work together and share information to offer a more streamlined customer experience, increase operational efficiency, and boost profitability. Collaborative CRM often combines phone tools, messaging, file sharing, and data management as key features.
It has two parts
Interaction Management
Here the customers' information is shared with your team so that they can access it. Here you establish the best practices for your team to contact your customers. Like when and how to contact your customers. The data is also synced across various organizations.
Channel Management
This channel is for maximizing customer satisfaction across various channels. Here machine learning, AI, data analytics, and automation are used to arrange the roles and responsibilities of various team members. This boosts the productivity of the organizations.
Examples of collaborative CRM include Salesforce CRM, SAP Business One, Microsoft Dynamics 365, SugarCRM, SageCRM, etc.