학술논문
IP PBX를 이용한 소형 CRM 설계 및 구현
(Design and Implementation of the SOHO CRM using IP PBX)
(Design and Implementation of the SOHO CRM using IP PBX)
Document Type
Article
Author
Source
스마트미디어저널, 13(2), pp.122-128 Feb, 2024
Subject
Language
한국어
ISSN
2288-9671
2287-1322
2287-1322
Abstract
오늘날 많은 기업을 중심으로 영업기회 확보와 영업 파이프라인 개선, 고객 만족도 증대라는 결과를 얻기 위한 수단으로 CRM을 사용하고 있다. 이와 같은 CRM은 고객의 행동 양식을 이해하여 기업경영의 질을 높이고, 조직의 업무절차 및 기술의 변화 과정을 마케팅, 판매, 고객 서비스 등에 활용하는 것이다. 본 연구에서는 중소기업에서 CRM 도입을 경제적 부담 없이 도입할 수 있도록 IP PBX를 이용한 소형 CRM을 설계 구현하여 성능을 측정한 결과 50인 이하의 사용자를 서비스할 수 있는 IP PBX와 연동하는 소형고객관리 시스템(SOHO CRM)으로 성능을 입증하였다.
Today, many companies are using CRM as a means to secure sales opportunities, improve sales pipelines, and increase customer satisfaction. CRM like this improves the quality of corporate management by understanding customer behavior patterns and utilizes the process of change in the organization's work procedures and technology for marketing, sales, and customer service. In this study, we designed and implemented a small CRM using IP PBX to enable small and medium-sized businesses to introduce CRM without economic burden and measured its performance. As a result, we found a small customer management system (SOHO CRM) has proven its performance.
Today, many companies are using CRM as a means to secure sales opportunities, improve sales pipelines, and increase customer satisfaction. CRM like this improves the quality of corporate management by understanding customer behavior patterns and utilizes the process of change in the organization's work procedures and technology for marketing, sales, and customer service. In this study, we designed and implemented a small CRM using IP PBX to enable small and medium-sized businesses to introduce CRM without economic burden and measured its performance. As a result, we found a small customer management system (SOHO CRM) has proven its performance.