{"id":577198,"date":"2025-06-16T17:05:44","date_gmt":"2025-06-17T00:05:44","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e5%85%a5%e9%96%80%ef%bc%9a%e3%82%b3%e3%83%b3%e3%82%bf%e3%82%af%e3%83%88%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc-crm"},"modified":"2025-07-01T03:09:19","modified_gmt":"2025-07-01T10:09:19","slug":"customer-service-primer-contact-center-crm-systems","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/customer-service-primer-contact-center-crm-systems","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u5165\u9580\uff1a\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fcCRM\u30b7\u30b9\u30c6\u30e0\u3068\u306f\uff1f"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u3001CRM\u30b7\u30b9\u30c6\u30e0\u304c\u3069\u306e\u3088\u3046\u306b\u9032\u5316\u3057\u3066\u304d\u305f\u304b\u3001\u307e\u305f\u3001CRM \u304c\u3069\u306e\u3088\u3046\u306b\u52b9\u7387\u7684\u3067\u5171\u611f\u6027\u306e\u9ad8\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u751f\u307f\u51fa\u3057\u3001\u65e2\u5b58\u9867\u5ba2\u306e\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u69cb\u7bc9\u306b\u8ca2\u732e\u3059\u308b\u304b\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>\u76ee\u6b21<\/p>\n<ul>\n<li><a href=\"#meaning-crm\">CRM \u30b7\u30b9\u30c6\u30e0\u5c0e\u5165\u3092\u691c\u8a0e\u3059\u308b\u610f\u5473<\/a><\/li>\n<li><a href=\"#function-crm\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5411\u3051 CRM \u30b7\u30b9\u30c6\u30e0\u3068\u306f\uff1f\u305d\u306e\u6a5f\u80fd<\/a><\/li>\n<li><a href=\"#difference-cx-crm\">CX\u3068CRM\u306e\u9055\u3044<\/a><\/li>\n<li><a href=\"#integration-benefits\">CRM \u30b7\u30b9\u30c6\u30e0\u3068\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e\u7d71\u5408\u30e1\u30ea\u30c3\u30c8<\/a><\/li>\n<li><a href=\"#operator-performance\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u52b9\u7387\u5316\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u5411\u4e0a\u306b\u3082<\/a><\/li>\n<li><a href=\"#crm-types\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5411\u3051CRM \u30b7\u30b9\u30c6\u30e0\u306e\u7a2e\u985e<\/a><\/li>\n<li><a href=\"#improve-quality\">\u9867\u5ba2\u4f53\u9a13\u5411\u4e0a\u6226\u7565\u306e\u57fa\u76e4\u306b\u7d44\u307f\u8fbc\u307f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u4e0a\u3052\u308b<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 id=\"meaning-crm\" style=\"font-size: 35px;\">CRM \u30b7\u30b9\u30c6\u30e0\u5c0e\u5165\u3092\u691c\u8a0e\u3059\u308b\u610f\u5473<\/h2>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u6700\u524d\u7dda\u306b\u3042\u308b<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/call-center-software\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc<\/a>\u3067\u306f\u3001\u9867\u5ba2\u95a2\u4fc2\u306e\u7ba1\u7406\u304c\u3055\u3089\u306b\u91cd\u8981\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002\u7ba1\u7406\u3092\u52b9\u679c\u7684\u3001\u52b9\u7387\u7684\u306b\u884c\u308f\u306a\u3044\u3068\u3001\u591a\u5927\u306a\u30b3\u30b9\u30c8\u304c\u751f\u3058\u307e\u3059\u3002<\/p>\n<p>\u8abf\u67fb\u306b\u3088\u308b\u3068\u300110 \u4eba\u306b 1 \u4eba\u306e\u9867\u5ba2\u306f\u4e0d\u6109\u5feb\u306a\u4f53\u9a13\u304c\u4e00\u5ea6\u3067\u3082\u3042\u308c\u3070\u30d6\u30e9\u30f3\u30c9\u3092\u4e57\u308a\u66ff\u3048\u307e\u3059\u3002\u307e\u305f\u30013 \u5206\u306e 2 \u306f\u4e0d\u6109\u5feb\u306a\u4f53\u9a13\u304c 2\uff5e5 \u56de\u3067\u4e57\u308a\u66ff\u3048\u307e\u3059\u3002\u5168\u4f53\u3068\u3057\u3066\u3001\u9867\u5ba2\u306e 77% \u306f\u4e0d\u6109\u5feb\u306a\u4f53\u9a13\u306e\u56de\u6570\u304c 5 \u56de\u4ee5\u4e0b\u3067\u96e2\u308c\u3066\u3057\u307e\u3044\u307e\u3059\u3002\u5927\u4e8b\u306a\u30dd\u30a4\u30f3\u30c8\u306f\u3001<strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u8efd\u8996\u306b\u306f\u4ee3\u511f\u304c\u4f34\u3046<\/strong>\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002\u6025\u901f\u306b\u5909\u5316\u3059\u308b\u6642\u4ee3\u3067\u306f\u7279\u306b\u3001\u9867\u5ba2\u304c\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u306b\u308f\u305f\u308a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u8fc5\u901f\u306a\u5bfe\u5fdc\u3092\u6c42\u3081\u3066\u304a\u308a\u3001<strong><a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/product-overview-cx-cloud-from-genesys-and-salesforce?ost_tool=blog&#038;ost_campaign=ft-blog\">\u7d71\u5408\u3057\u3066\u6d3b\u7528\u3059\u308b\u3053\u3068\u00a0<\/a>\u306f\u3001\u4e0d\u53ef\u6b20<\/strong>\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx?ost_tool=blog&#038;ost_campaign=ft-blog\" rel=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx?ost_tool=blog&amp;ost_campaign=ft-blog\"><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/The_State_of_Customer_Experience_header_image_JA_JP.png\" alt=\"The state of customer experience header image ja jp\" width=\"272\" height=\"174\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>\u53c2\u7167\uff1a\u30ec\u30dd\u30fc\u30c8\u300c<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx?ost_tool=blog&#038;ost_campaign=ft-blog\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u73fe\u72b6\u306b\u95a2\u3059\u308b\u30ec\u30dd\u30fc\u30c8<\/a>\u300d<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"function-crm\" style=\"font-size: 35px;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5411\u3051 CRM \u30b7\u30b9\u30c6\u30e0\u3068\u306f\uff1f\u305d\u306e\u6a5f\u80fd<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5411\u3051\u306e CRM \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306f\u3001\u9867\u5ba2\u306e\u5c65\u6b74\u3084\u9023\u7d61\u5148\u60c5\u5831\u306a\u3069\u306e<strong>\u91cd\u8981\u306a\u30c7\u30fc\u30bf\u3092\u4e00\u5143\u7ba1\u7406<\/strong>\u3057\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f<strong>\u6f5c\u5728\u9867\u5ba2\u3068\u65e2\u5b58\u9867\u5ba2\u306e\u4f53\u9a13\u3092\u52b9\u7387\u7684\u306b\u7ba1\u7406\u30fb\u8ffd\u8de1<\/strong>\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>CRM \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3068\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u7d71\u5408\u3055\u308c\u3001\u3055\u307e\u3056\u307e\u306a\u30c4\u30fc\u30eb\u3092\u307e\u3068\u3081\u3066\u30d7\u30ed\u30bb\u30b9\u3092\u81ea\u52d5\u5316\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u4f01\u696d\u306f<strong>\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u305f\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u6d3b\u7528<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/connect-the-dots-in-your-data-with-customer-journey-analytics\">Connect the Dots in Your Data with Customer Journey Analytics<\/a>\u300d\uff09\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u5171\u611f\u6027\u306e\u9ad8\u3044\u52b9\u7387\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3068\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u7d71\u5408\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc CRM \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u306f\u3001\u6b21\u306e\u3088\u3046\u306a\u7279\u5fb4\u7684\u306a\u6a5f\u80fd\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li><strong>\u4e00\u5143\u5316\u3055\u308c\u305f\u9867\u5ba2\u30c7\u30fc\u30bf\uff1a<\/strong>CRM \u30b7\u30b9\u30c6\u30e0\u306f\u3001\u8907\u6570\u306e\u30bd\u30fc\u30b9\u304b\u3089\u5f97\u305f\u9867\u5ba2\u30c7\u30fc\u30bf\u3092 1 \u3064\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u7d71\u5408\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u4f01\u696d\u306f\u5404\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u3001\u5c65\u6b74\u3001\u50be\u5411\u3001\u904e\u53bb\u306e\u4f53\u9a13\u3092\u7dcf\u5408\u7684\u306b\u628a\u63e1\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\uff1a<\/strong>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc CRM \u30b7\u30b9\u30c6\u30e0\u306e\u5229\u70b9\u306e\u3072\u3068\u3064\u306f\u3001\u5358\u4e00\u306e\u30a4\u30f3\u30bf\u30fc\u30d5\u30a7\u30fc\u30b9\u304b\u3089\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u7ba1\u7406\u3067\u304d\u308b\u3053\u3068\u3067\u3059\u3002\u96fb\u5b50\u30e1\u30fc\u30eb\u3001\u30c6\u30ad\u30b9\u30c8\u30e1\u30c3\u30bb\u30fc\u30b8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u3001\u30e9\u30a4\u30d6\u30c1\u30e3\u30c3\u30c8\u306e\u3044\u305a\u308c\u3067\u3042\u3063\u3066\u3082\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u597d\u304d\u306a\u624b\u6bb5\u3067\u9867\u5ba2\u3068\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u9867\u5ba2\u60c5\u5831\u306e\u30c7\u30fc\u30bf\u30d9\u30fc\u30b9\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b3\u30fc\u30eb\u7ba1\u7406\uff1a<\/strong>\u7d44\u307f\u8fbc\u307f\u306e\u30b3\u30fc\u30eb\u6a5f\u80fd\u306b\u3088\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f CRM \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u5185\u3067\u76f4\u63a5\u30b3\u30fc\u30eb\u3092\u767a\u4fe1\u3057\u305f\u308a\u3001\u7740\u4fe1\u30b3\u30fc\u30eb\u3092\u53d7\u3051\u305f\u308a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u30b7\u30b9\u30c6\u30e0\u306e\u5207\u308a\u66ff\u3048\u304c\u4e0d\u8981\u306b\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30c1\u30fc\u30e0\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\uff1a<\/strong>CRM \u30b7\u30b9\u30c6\u30e0\u5185\u306e\u5171\u6709\u53d7\u4fe1\u30dc\u30c3\u30af\u30b9\u3001\u30e1\u30e2\u3001\u30bf\u30b9\u30af\u306b\u30a2\u30af\u30bb\u30b9\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u30e1\u30f3\u30d0\u30fc\u306f\u7c21\u5358\u306b\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u3067\u304d\u3001\u60c5\u5831\u5171\u6709\u3092\u884c\u3048\u307e\u3059\u3002<\/li>\n<li><strong>\u81ea\u52d5\u30c0\u30a4\u30e4\u30eb\u3068\u30b9\u30de\u30fc\u30c8\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff1a<\/strong>\u81ea\u52d5\u30c0\u30a4\u30e4\u30eb\u306a\u3069\u306e\u9ad8\u5ea6\u306a\u96fb\u8a71\u6a5f\u80fd\u306b\u3088\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u751f\u7523\u6027\u3068\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u306e\u52b9\u7387\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002\u540c\u69d8\u306b\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/automated-routing\">\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0<\/a>\u306f\u3001\u30b9\u30ad\u30eb\u30ec\u30d9\u30eb\u3001\u30ef\u30fc\u30af\u30ed\u30fc\u30c9\u3001\u9867\u5ba2\u4fa1\u5024\u306a\u3069\u306e\u8981\u56e0\u306b\u57fa\u3065\u3044\u3066\u3001\u53d7\u4fe1\u3057\u305f\u554f\u3044\u5408\u308f\u305b\u3092\u6700\u9069\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u8ee2\u9001\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u901a\u8a71\u9332\u97f3\uff1a<\/strong>\u3053\u306e\u6a5f\u80fd\u306f\u3001\u54c1\u8cea\u4fdd\u8a3c\u3068\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306e\u305f\u3081\u306b\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u9867\u5ba2\u306e\u9593\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u4fdd\u5b58\u3057\u307e\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u7528\u306b\u8a18\u9332\u3092\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002\u65b0\u5165\u793e\u54e1\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30ea\u30bd\u30fc\u30b9\u3068\u3057\u3066\u3082\u6d3b\u7528\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u5206\u6790\u3068\u30ec\u30dd\u30fc\u30c8\uff1a<\/strong>\u7d44\u307f\u8fbc\u307e\u308c\u3066\u3044\u308b\u5206\u6790\u30c4\u30fc\u30eb\u3068\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u53ef\u80fd\u306a\u30ec\u30dd\u30fc\u30c8\u306b\u3088\u308a\u3001\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u3001\u901a\u8a71\u6642\u9593\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3001\u9867\u5ba2\u306e\u884c\u52d5\u3001\u6e80\u8db3\u5ea6\u306a\u3069\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306b\u95a2\u3059\u308b\u5b9f\u7528\u7684\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u53d6\u5f97\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u7d71\u5408\u6a5f\u80fd\uff1a<\/strong>\u30c8\u30c3\u30d7\u30af\u30e9\u30b9\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc CRM \u30b7\u30b9\u30c6\u30e0\u306f\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u81ea\u52d5\u5316\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3001\u8acb\u6c42\u30b7\u30b9\u30c6\u30e0\u3001\u5185\u90e8\u30c7\u30fc\u30bf\u30d9\u30fc\u30b9\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u30c4\u30fc\u30eb\u3084\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3068\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u7d71\u5408\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u3068\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\uff1a<\/strong>\u30b7\u30b9\u30c6\u30e0\u306b\u5805\u7262\u306a\u30c7\u30fc\u30bf\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3068\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u5bfe\u7b56\u304c\u542b\u307e\u308c\u3066\u304a\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u898f\u5236\u3092\u9075\u5b88\u3057\u306a\u304c\u3089\u3001\u8cac\u4efb\u3092\u6301\u3063\u3066\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u51e6\u7406\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u6a5f\u80fd\u3092\u5099\u3048\u305f CRM \u30b7\u30b9\u30c6\u30e0\u306f\u3001\u52b9\u7387\u6027\u3068\u5171\u611f\u529b\u306e\u9ad8\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"difference-cx-crm\" style=\"font-size: 35px;\">CX\u3068CRM\u306e\u9055\u3044<\/h2>\n<p><img decoding=\"async\" class=\"wp-image-79930 size-full alignnone\" src=\"https:\/\/www.genesys.com\/media\/CRM-data-Genesys-e1510760598613.jpg\" alt=\"\" width=\"560\" height=\"372\" srcset=\"https:\/\/www.genesys.com\/media\/CRM-data-Genesys-e1510760598613.jpg 560w, https:\/\/www.genesys.com\/media\/CRM-data-Genesys-e1510760598613-300x199.jpg 300w, https:\/\/www.genesys.com\/media\/CRM-data-Genesys-e1510760598613-217x144.jpg 217w\" sizes=\"(max-width: 560px) 100vw, 560px\" \/><\/p>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30ea\u30ec\u30fc\u30b7\u30e7\u30f3\u7ba1\u7406\uff08CRM\uff09\u306f\u3001\u591a\u304f\u306e\u5834\u5408\u3001\u540c\u3058\u610f\u5473\u3067\u4f7f\u7528\u3055\u308c\u307e\u3059\u3002\u3057\u304b\u3057\u3001<strong>\u305d\u308c\u305e\u308c\u6a5f\u80fd\u306f\u7570\u306a\u308a\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u5bfe\u3059\u308b\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u7570\u306a\u308a\u307e\u3059<\/strong>\u3002\u3053\u3053\u3067\u304a\u3055\u3089\u3044\u3057\u3066\u304a\u304d\u307e\u3057\u3087\u3046\u3002<\/p>\n<ul>\n<li><strong>\u76ee\u7684<\/strong>\uff1aCX \u306f\u3001\u6700\u521d\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304b\u3089\u30a2\u30d5\u30bf\u30fc\u30b5\u30dd\u30fc\u30c8\u307e\u3067\u3001<strong>\u3042\u3089\u3086\u308b\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u6e80\u8db3\u5ea6\u306e\u9ad8\u3044\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/solving-the-equation-of-exceptional-customer-experiences\">Solving the Equation of Exceptional Customer Experiences<\/a>\u300d\uff09\u3053\u3068\u3092\u76ee\u6307\u3057\u307e\u3059\u3002\u4e00\u65b9\u3001CRM \u306f\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u3092\u7ba1\u7406\u3057\u3001\u30c7\u30fc\u30bf\u53ce\u96c6\u3068\u5206\u6790\u306e\u305f\u3081\u306e\u4e00\u5143\u7684\u306a\u30cf\u30d6\u3068\u3057\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u7bc4\u56f2\uff1a<\/strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u306f\u3001Web \u30b5\u30a4\u30c8\u306e\u30e6\u30fc\u30b6\u30fc\u30a4\u30f3\u30bf\u30fc\u30d5\u30a7\u30fc\u30b9\u304b\u3089\u88fd\u54c1\u306e\u54c1\u8cea\u3001\u4fa1\u683c\u8a2d\u5b9a\u6226\u7565\u307e\u3067\u3001\u9867\u5ba2\u3068\u306e\u3042\u3089\u3086\u308b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3060\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002CRM \u306f\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u3001\u30bb\u30fc\u30eb\u30b9\u30d5\u30a1\u30cd\u30eb\u7ba1\u7406\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u7126\u70b9\u3092\u7d5e\u308a\u307e\u3059\u3002CX \u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u5168\u4f53\u50cf\u628a\u63e1\u306b\u5bfe\u3057\u3001CRM \u306f\u8a73\u7d30\u306a\u30c7\u30fc\u30bf\u3068\u305d\u306e\u7ba1\u7406\u30d7\u30ed\u30bb\u30b9\u3068\u8a00\u3048\u307e\u3059\u3002<\/li>\n<li><strong>\u30bf\u30a4\u30e0\u30d5\u30ec\u30fc\u30e0\uff1a<\/strong>CX \u306f\u3001\u8a8d\u77e5\u304b\u3089\u30d6\u30e9\u30f3\u30c9\u306e\u652f\u6301\u307e\u3067\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30e9\u30a4\u30d5\u30b5\u30a4\u30af\u30eb\u5168\u4f53\u3092\u30ab\u30d0\u30fc\u3059\u308b\u7d99\u7d9a\u7684\u306a\u30bf\u30a4\u30e0\u30e9\u30a4\u30f3\u3067\u6a5f\u80fd\u3057\u307e\u3059\u3002CRM \u306f\u53d6\u5f15\u306b\u95a2\u308f\u308b\u3082\u306e\u3067\u3042\u308a\u3001\u8ca9\u58f2\u30b5\u30a4\u30af\u30eb\u3084\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306a\u3069\u3001\u7279\u5b9a\u306e\u671f\u9593\u306b\u30d5\u30a9\u30fc\u30ab\u30b9\u3057\u3066\u3044\u307e\u3059\u3002CX \u306f\u9577\u304f\u7d9a\u304f\u95a2\u4fc2\u3092\u69cb\u7bc9\u3059\u308b\u305f\u3081\u306e\u9577\u671f\u7684\u306a\u6226\u7565\u3067\u3042\u308a\u3001CRM \u30c4\u30fc\u30eb\u306f\u5404\u30c8\u30e9\u30f3\u30b6\u30af\u30b7\u30e7\u30f3\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3044\u3066\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u3092\u7ba1\u7406\u3059\u308b\u3082\u306e\u3068\u8003\u3048\u3066\u304f\u3060\u3055\u3044\u3002<\/li>\n<li><strong>\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\uff1a<\/strong>CX \u306f\u5e45\u5e83\u3044\u305f\u3081\u3001<strong>\u8c4a\u304b\u3067\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u69cb\u7bc9\u3059\u308b\u305f\u3081\u306b\u3001\u3055\u307e\u3056\u307e\u306a\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3059\u308b<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/the-levels-of-experience-orchestration\">The Levels of Experience Orchestration<\/a>\u300d\uff09\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002CRM \u306f\u901a\u5e38\u3001\u9867\u5ba2\u95a2\u4fc2\u30c7\u30fc\u30bf\u3092\u7ba1\u7406\u3057\u3001\u3055\u307e\u3056\u307e\u306a\u8ca9\u58f2\u3001\u30b5\u30fc\u30d3\u30b9\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30d7\u30ed\u30bb\u30b9\u3092\u81ea\u52d5\u5316\u3059\u308b\u305f\u3081\u306b\u8a2d\u8a08\u3055\u308c\u305f\u5358\u4e00\u306e\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002<\/li>\n<\/ul>\n<p>CRM \u3068 CX \u306b\u306f\u9055\u3044\u304c\u3042\u308a\u307e\u3059\u304c\u3001<strong>\u76f8\u4e92\u306b\u6df1\u304f\u95a2\u4fc2\u306e\u3042\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u8981\u7d20<\/strong>\u3067\u3042\u308a\u3001<strong>\u9023\u643a\u3059\u308c\u3070\u6975\u3081\u3066\u52b9\u679c\u7684\u306b\u6a5f\u80fd<\/strong>\u3057\u307e\u3059\u3002\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5408\u7406\u5316\u3057\u3001\u9867\u5ba2\u306e\u884c\u52d5\u306b\u95a2\u3059\u308b\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u3053\u308c\u3089\u306e\u30b7\u30b9\u30c6\u30e0\u306f\u5e45\u5e83\u3044 CX \u6226\u7565\u306e\u305f\u3081\u306e\u6226\u8853\u7684\u30c4\u30fc\u30eb\u3068\u30c7\u30fc\u30bf\u3092\u3082\u305f\u3089\u3057\u307e\u3059\u3002<\/p>\n<p>\u95a2\u9023\u8a18\u4e8b\uff1a<br \/>\n<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-cx\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3068\u306f\uff1f\u4e8b\u4f8b\u3068\u3068\u3082\u306b\u308f\u304b\u308a\u3084\u3059\u304f\u89e3\u8aac<\/a><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"integration-benefits\" style=\"font-size: 35px;\">CRM \u30b7\u30b9\u30c6\u30e0\u3068\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e\u7d71\u5408\u30e1\u30ea\u30c3\u30c8<\/h2>\n<p>\u512a\u308c\u305f CRM \u30b7\u30b9\u30c6\u30e0\u3092<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/call-center-software\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306b\u7d71\u5408<\/a>\u3059\u308b\u3068\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u304b\u3089\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u306e\u6539\u5584\u307e\u3067\u3001\u3055\u307e\u3056\u307e\u306a\u30e1\u30ea\u30c3\u30c8\u304c\u3082\u305f\u3089\u3055\u308c\u3001\u9867\u5ba2\u3068\u306e\u4f53\u9a13\u306b\u5909\u9769\u304c\u8d77\u3053\u308a\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u30c7\u30fc\u30bf\u3092\u3088\u308a\u5305\u62ec\u7684\u306b\u628a\u63e1\u3057\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3092\u6d3b\u7528\u3057\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 25px;\">\u30c7\u30fc\u30bf\u7d71\u5408\u306b\u3088\u308b\u3001\u5bfe\u5fdc\u30b9\u30d4\u30fc\u30c9\u3001\u7af6\u4e89\u512a\u4f4d\u6027\u306e\u5411\u4e0a<\/h3>\n<p>\u3053\u306e\u7d71\u5408\u306b\u3088\u308a\u3001\u3059\u3079\u3066\u306e\u5fc5\u8981\u306a\u30c4\u30fc\u30eb\u3068\u9867\u5ba2\u30c7\u30fc\u30bf\u304c 1 \u30ab\u6240\u306b\u96c6\u7d04\u3055\u308c\u307e\u3059\u3002\u7d71\u5408\u3055\u308c\u305f\u30b7\u30b9\u30c6\u30e0\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6642\u9593\u7ba1\u7406\u3068\u52b9\u7387\u6027\u3092\u5411\u4e0a\u3055\u305b\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u4f53\u9a13\u3092\u30b7\u30f3\u30d7\u30eb\u5316\u3057\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u571f\u53f0\u3068\u306a\u308a\u307e\u3059\u3002\u7d10\u3065\u3051\u3089\u308c\u305f\u30c7\u30fc\u30bf\u3092\u4f7f\u7528\u3057\u3066\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3092\u5f37\u5316\u3057\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u69cb\u7bc9\u3067\u304d\u307e\u3059\u3002\u30c7\u30fc\u30bf\u304c AI \u30d9\u30fc\u30b9\u306e\u5834\u5408\u3001\u30b9\u30de\u30fc\u30c8\u306a\u81ea\u52d5\u5316\u3092\u958b\u59cb\u3057\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30fb\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u62e1\u5f35\u3057\u3066\u3001\u3055\u307e\u3056\u307e\u306a AI \u6a5f\u80fd\u3092\u6709\u52b9\u306b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u307e\u305f\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001<strong>\u5f37\u529b\u306a\u81ea\u52d5\u5316\u3067\u5f93\u6765\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3092\u5927\u5e45\u306b\u5897\u5f37\u3059\u308b<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/back-to-basics-contact-center-automation\">Back to Basics: Contact Center Automation<\/a>\u300d\uff09\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u81ea\u52d5\u30c0\u30a4\u30e4\u30eb\u3084<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/automated-routing\">\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0<\/a>\u306a\u3069\u306e\u6a5f\u80fd\u3068\u3001\u7dcf\u5408\u7684\u306a\u9867\u5ba2\u30d7\u30ed\u30d5\u30a1\u30a4\u30eb\u3078\u306e\u8fc5\u901f\u306a\u30a2\u30af\u30bb\u30b9\u304c\u7d44\u307f\u5408\u308f\u3055\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c<strong>\u7e70\u308a\u8fd4\u3057\u767a\u751f\u3059\u308b\u696d\u52d9\u3084\u6642\u9593\u304c\u5927\u5e45\u306b\u6e1b\u5c11<\/strong>\u3057\u3001\u751f\u7523\u6027\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002\u30c7\u30fc\u30bf\u3001\u30dc\u30c3\u30c8\u3001\u30c1\u30e3\u30cd\u30eb\u3092\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3067\u304d\u307e\u3059\u3002\u67d4\u8edf\u306a\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u30a8\u30f3\u30b8\u30f3\u306b\u3088\u308a\u3001<strong>\u30cb\u30fc\u30ba\u306e\u5909\u5316\u306b\u5fdc\u3058\u3066\u8fc5\u901f\u306b\u9069\u5fdc\u3057\u3001\u7af6\u4e89\u4e0a\u306e\u512a\u4f4d\u6027\u3092\u7dad\u6301<\/strong>\u3057\u3001\u5909\u5316\u3059\u308b\u9867\u5ba2\u30cb\u30fc\u30ba\u306b\u5bfe\u5fdc\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 25px;\">\u9867\u5ba2\u30cb\u30fc\u30ba\u306b\u6cbf\u3046\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u306e\u63d0\u4f9b<\/h3>\n<p>\u4e21\u65b9\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e<strong>\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u6a5f\u80fd\u3092\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u7d71\u5408\u3067\u304d\u308b\u305f\u3081\u3001\u7dcf\u5408\u7684\u306a\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3067\u30b9\u30e0\u30fc\u30ba\u306b CX \u3092\u6700\u9069\u5316<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/omnichannel-or-multichannel-improving-customer-journeys\">Omnichannel or Multichannel: Improving Customer Journeys<\/a>\u300d\uff09\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u3001\u9867\u5ba2\u306e\u50be\u5411\u3084\u554f\u984c\u306e\u8907\u96d1\u3055\u306b\u57fa\u3065\u3044\u3066\u3001\u30c1\u30e3\u30cd\u30eb\u3092\u7c21\u5358\u306b\u5207\u308a\u66ff\u3048\u3089\u308c\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u8c4a\u5bcc\u306a\u9867\u5ba2\u30c7\u30fc\u30bf\u306b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u305f\u3081\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u3088\u308a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3057\u3001\u9867\u5ba2\u4e2d\u5fc3\u4e3b\u7fa9\u306b\u306f\u6b20\u304b\u305b\u306a\u3044\u6210\u529f\u6307\u6a19\u3067\u3042\u308b\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001CRM \u7d71\u5408\u306b\u3088\u308a\u3001\u4f01\u696d\u306f\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3084\u8cfc\u5165\u5c65\u6b74\u3092\u8ffd\u8de1\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u4f01\u696d\u306f\u305d\u306e\u969b\u306b\u3001<strong>\u30bf\u30a4\u30e0\u30ea\u30fc\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30aa\u30d5\u30a1\u30fc\u306b\u3088\u308b\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7<\/strong>\u3092\u901a\u3058\u3066\u30d6\u30e9\u30f3\u30c9\u96e2\u308c\u3092\u52b9\u679c\u7684\u306b\u9632\u3050\u306a\u3069\u3001\u9867\u5ba2\u7dad\u6301\u306e\u6a5f\u4f1a\u3092\u7279\u5b9a\u3057\u3066\u884c\u52d5\u306b\u79fb\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u7d71\u5408\u3055\u308c\u305f\u5206\u6790\u6a5f\u80fd\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u5358\u306b\u901a\u8a71\u6642\u9593\u3068\u89e3\u6c7a\u7387\u3092\u8ffd\u8de1\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u3088\u308a\u6df1\u3044\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u306e\u884c\u52d5\u3001\u8cfc\u5165\u5c65\u6b74\u3001\u3055\u3089\u306b\u306f<a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/sentiment-analysis\">\u611f\u60c5\u5206\u6790<\/a>\u306a\u3069\u3092\u542b\u3080\u5305\u62ec\u7684\u306a\u30c7\u30fc\u30bf\u306b\u3088\u308a\u3001<strong>\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u50be\u5411\u306b\u5408\u308f\u305b\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3048\u308b<\/strong>\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 25px;\">\u9069\u5207\u306a\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u30c1\u30a7\u30c3\u30af\u3067\u4fe1\u983c\u3092\u69cb\u7bc9<\/h3>\n<p>\u307e\u305f\u3001\u9069\u5207\u306b\u8a2d\u8a08\u3055\u308c\u305f CRM \u7d71\u5408\u306b\u306f\u3001\u4e00\u822c\u30c7\u30fc\u30bf\u4fdd\u8b77\u898f\u5247\uff08GDPR\uff09\u3084\u533b\u7642\u4fdd\u967a\u306e\u643a\u884c\u6027\u3068\u8cac\u4efb\u306b\u95a2\u3059\u308b\u6cd5\u5f8b\uff08Health Insurance Portability and Accountability Act of 1996\u3001HIPAA\uff09\u306a\u3069\u306e\u898f\u5236\u3092\u9075\u5b88\u3059\u308b\u305f\u3081\u306e\u30c7\u30fc\u30bf<a href=\"https:\/\/www.genesys.com\/ja-jp\/company\/trust\">\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3068\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9<\/a>\u30c1\u30a7\u30c3\u30af\u304c\u7d44\u307f\u8fbc\u307e\u308c\u3066\u304a\u308a\u3001<strong>\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u4fdd\u8b77\u3001\u6cd5\u898f\u5236\u3078\u306e\u6e96\u62e0\u304c\u53ef\u80fd<\/strong>\u3067\u3059\u3002\u3053\u308c\u3089\u306f\u3001\u4fe1\u983c\u306e\u69cb\u7bc9\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"operator-performance\" style=\"font-size: 35px;\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u52b9\u7387\u5316\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u5411\u4e0a\u306b\u3082<\/h2>\n<p><img decoding=\"async\" class=\"alignleft wp-image-375596 size-large\" src=\"https:\/\/www.genesys.com\/media\/AutoAnything2-566x310.jpg\" alt=\"\" width=\"566\" height=\"310\" srcset=\"https:\/\/www.genesys.com\/media\/AutoAnything2-566x310.jpg 566w, https:\/\/www.genesys.com\/media\/AutoAnything2-300x164.jpg 300w, https:\/\/www.genesys.com\/media\/AutoAnything2-264x144.jpg 264w, https:\/\/www.genesys.com\/media\/AutoAnything2-220x120.jpg 220w, https:\/\/www.genesys.com\/media\/AutoAnything2.jpg 1100w\" sizes=\"(max-width: 566px) 100vw, 566px\" \/><br 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href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-es\">\u5f93\u696d\u54e1\u6e80\u8db3\u5ea6(ES)\u3068\u306f\uff1f\u5411\u4e0a\u3055\u305b\u308b\u30e1\u30ea\u30c3\u30c8\u30fb\u53d6\u308a\u7d44\u307f\u4f8b\u3092\u7d39\u4ecb<\/a><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"crm-types\" style=\"font-size: 35px;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5411\u3051CRM \u30b7\u30b9\u30c6\u30e0\u306e\u7a2e\u985e<\/h2>\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5411\u3051\u306eCRM\u30b7\u30b9\u30c6\u30e0\u306b\u306f\u76ee\u7684\u306b\u3088\u3063\u3066\u3001\u3044\u304f\u3064\u304b\u306e\u7a2e\u985e\u304c\u3042\u308a\u3001\u5c0e\u5165\u306b\u3042\u305f\u3063\u3066\u691c\u8a0e\u3059\u3079\u304d\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 25px;\">\u904b\u7528\u578bCRM\u30b7\u30b9\u30c6\u30e0<\/h3>\n<p>\u9023\u7d61\u5148\u7ba1\u7406\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306e\u81ea\u52d5\u5316\u3001\u30bf\u30b9\u30af\u7ba1\u7406\u306a\u3069\u306e\u6a5f\u80fd\u3092\u5099\u3048\u305f<a href=\"https:\/\/www.forbes.com\/advisor\/business\/software\/types-of-crm-applications\/\">\u904b\u7528 CRM \u30b7\u30b9\u30c6\u30e0<\/a>\u306f\u3001\u8ca9\u58f2\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306a\u3069\u306e\u9867\u5ba2\u5bfe\u5fdc\u30d7\u30ed\u30bb\u30b9\u306e\u5408\u7406\u5316\u3068\u81ea\u52d5\u5316\u306b\u91cd\u70b9\u3092\u7f6e\u3044\u3066\u3044\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u904b\u7528 CRM 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style=\"font-size: 25px;\">\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u304b\u3001\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u304b\uff1f<\/h3>\n<p>CRM \u30b7\u30b9\u30c6\u30e0\u3092\u5c0e\u5165\u3059\u308b\u969b\u306e\u91cd\u8981\u306a\u691c\u8a0e\u4e8b\u9805\u306f\u3001\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306b\u3059\u3079\u304d\u304b\u3001\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u306b\u3059\u3079\u304d\u304b\u3001\u3067\u3059\u3002\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e CRM \u30b7\u30b9\u30c6\u30e0\u306f\u30af\u30e9\u30a6\u30c9\u4e0a\u3067\u30db\u30b9\u30c8\u3055\u308c\u3001\u30ea\u30e2\u30fc\u30c8\u30a2\u30af\u30bb\u30b9\u3001\u4fca\u654f\u6027\u3001\u67d4\u8edf\u6027\u3001\u62e1\u5f35\u6027\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p>\n<p>\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u306e CRM 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[&hellip;]<\/p>\n","protected":false},"author":185,"featured_media":505960,"template":"","tax_priority":[54],"tax_blogtype":[17748],"tax_blogcategory":[15929,13116,13219],"tax_contenttheme":[14864],"tax_bundle":[],"tax_contenttheme2":[16155],"tax_capability_sitewide":[16306],"tax_products_programs":[17529],"tax_buying_job":[16657],"tax_buyer_persona":[16922,16892],"tax_sector":[],"tax_segment":[17142,18510,17119],"class_list":["post-577198","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ja-jp","tax_blogcategory-ai-and-machine-learning-ja-jp","tax_blogcategory-cloud-ja-jp","tax_blogcategory-digital-ja-jp","tax_contenttheme-level-up-your-technology-ja-jp","tax_contenttheme2-improve-employee-experience-ja-jp","tax_capability_sitewide-integrations-ja-jp","tax_products_programs-genesys-cloud-cx-ja-jp","tax_buying_job-job-2-solution-exploration-ja-jp","tax_buyer_persona-technical-ja-jp","tax_buyer_persona-business-ja-jp","tax_segment-smb-ja-jp","tax_segment-18510","tax_segment-midsized-ja-jp","tax_content_type-blog-ja-jp"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/577198","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":16,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/577198\/revisions"}],"predecessor-version":[{"id":582038,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/577198\/revisions\/582038"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media\/505960"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media?parent=577198"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_priority?post=577198"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogtype?post=577198"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogcategory?post=577198"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme?post=577198"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_bundle?post=577198"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme2?post=577198"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_capability_sitewide?post=577198"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_products_programs?post=577198"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buying_job?post=577198"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buyer_persona?post=577198"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_sector?post=577198"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_segment?post=577198"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}