Customer relationship management refers to a set of software programs that let companies keep track of (that’s the “management” part) everything they do (that’s the “relationship” part) with their existing and potential customers. At the simplest level, CRM software lets you keep track of all the contact information for these customers. But CRM systems can do lots of other things, too, like tracking email, phone calls, faxes, and deals; sending personalized emails; scheduling appointments; and logging every instance of customer service and support. Some systems also incorporate feeds from social media such as Facebook, Twitter, LinkedIn, and others.

PBX stands for Private Branch Exchange, which is a private telephone network used within a company or organization. The users of the PBX phone system can communicate within their company or organization and the outside world, using different communication channels like Voice over IP, ISDN or analog.

A Software PBX will easily talk to other systems such as the CRM, mail or database server and greatly improve productivity and customer service. Match a caller ID to a customer and know who is calling. Automatically log calls with customers for reporting and customer service purposes.