If you’re just starting to learn about CRM software, you might feel confused by all the fancy words and short forms people use in this field. Don’t worry, though! The CRM glossary is here to give you simple and clear explanations for the most common words and shortcuts in CRM.
Whether you own a business and want to make your customers happier or work in sales and want to work smarter, you should read this guide. Let’s scroll down the CRM software glossary below and find the CRM terminologies you need to know!
360-Degree Customer View
This means having a complete picture of a customer, including their age, what they’ve bought before, and how they like to communicate.
This is when we test two versions of a webpage or email to see which one works better in getting people to buy something or engage with us.
An account is a company or organization we do business with.
An activity is when we interact with someone in business, like making a phone call, sending an email, or meeting.
An administrator is a person who has special powers in our business software. They’re responsible for setting up user accounts and ensuring the software works correctly.
Analytics is the process of looking at data to figure out things and make decisions.
An API allows different software programs to talk to each other.
This is when we use software to automatically set up appointments and meetings with our customers, like product demonstrations or service calls.
Artificial Intelligence (AI)
The simulation of human intelligence in machines programmed to think and learn like humans.
An auto-responder is a pre-written message sent automatically when something specific happens, like when a customer asks a question.
Automation is when we use software to do tasks we do repeatedly without having to do them ourselves, like sending follow-up emails or setting up appointments.
A way to determine if someone is a good potential customer is by looking at their budget, authority to make decisions, need for your product, and when they might want it.
Business Intelligence (BI)
Collecting and studying data to understand how a business is doing and make smarter decisions.
A set of marketing or sales activities aimed at a specific group.
Planning, carrying out, and measuring how well marketing campaigns work.
Problems or complaints that customers report and need help with.
A method to figure out if someone might be a good customer by looking at their challenges, decision-making power, budget, and what’s most important to them.
When someone buys something from your company, the transaction is complete.
CRM software is hosted on remote servers and accessed through the internet rather than installed on a local computer.
Cloud- or Web-Based
Refers to software accessed and stored on the internet rather than on a specific computer or server.
The ability for different people to share and use the same information in the CRM.
A person or company a business deals with or wants to deal with.
A central place where customer service folks talk to customers via phone, email, or chat.
Software that helps sales teams determine the right product price and create customer quotes.
A collection of information about customers and other contacts, like their contact info and what you’ve discussed with them.
Keeping track of all the information about your contacts and customers.
A person’s job or position in a company, like a decision-maker or an influencer.
Creating, managing, and tracking contracts between your company and customers, partners, or vendors.
When someone who was a potential customer becomes a customer.
The percentage of people who become customers from all the people you talked to or tried to sell to.
Also Read: How to Increase Conversion Rate?
CRM Analytical Reporting
Reports that help you understand customer data and figure out how well your sales and other things are doing.
Programs that help businesses handle customer interactions, sales, and support and look at customer data.
A plan for how to use CRM to make customers happier and make more money.
A CSV file is a file that holds data in a table with rows and columns, and it’s simple to read.
Changing the CRM to work better for your business, like adding new fields or making special forms or reports.
Extra fields you can add to the CRM to keep info about customers.
All the information you have about a customer, like their contact details, what they bought, and how they like to be contacted.
How much a customer interacts with and cares about your company.
Customer Experience (CX)
A customer’s whole experience with your company, including what they think about your products services, and how you help them.
Customer Experience Management (CXM / CEM)
Make sure customers have a great experience with your company and try to improve it.
All the times a customer deals with your company over time.
How much a customer likes your company and wants to keep buying from you.
Customer Relationship Management (CRM)
Keeping track of your customer interactions and relationships, like sales, support, and marketing.
Keeping customers over time and not losing them to other companies.
How happy a customer is with your company’s products, services, or overall experience.
Customer Satisfaction Score
A number that shows how happy a customer is with your company or brand.
Customer Service Management
Making customer service better and helping customers.
Customer Success Management
Ensure customers are happy and successful with your products or services.
Figuring out how valuable a customer is to your business.
Looking at data, cleaning it up, changing it if needed, and using it to find important information and insights.
Understanding and knowledge that you get from analyzing data.
Adding more data to your CRM, like information about a person’s age, job, or company size, to make it better for sorting and personalizing.
Making sure data is safe from people who shouldn’t have it, like keeping it from being seen, used, changed, or deleted by the wrong people.
Keeping personal info, like customer data, safe by following the rules and being ethical when collecting, using, and sharing it.
A visual screen that shows the most important information and numbers from your CRM system.
A person or company that’s not interested or doesn’t respond anymore because they didn’t answer when you tried to contact them.
Getting people interested in a product or service by marketing and finding potential customers.
Looking at all the information about a customer, like their name, contact info, and history, in one place.
A digital file, like a PDF or Word, can be stored and shared inside the CRM.
Send emails to possible customers every so often (like every day or every week) to keep them interested and help them decide to buy.
When you have more than one record for the same customer in your system, like having two entries for the same person.
Sending emails to people, like leads and customers, to share news deals and invite them to events.
Email Response Management
Handling and replying to customer emails, typically using tools or pre-made messages.
An automatic message that reminds someone about an upcoming event or task.
A ready-made email message you can start with and change for different people.
Different kinds of information are kept in a CRM, like customer details, leads, and customer issues.
Making a customer problem or request go to higher-level support or management.
A planned meeting, call, or something happening in the CRM.
Adding extra features to your CRM, like connecting it to other software or creating special fields.
Specific information you can save about a customer, such as their name or email.
The first time a customer talks to a company or salesperson.
Keeping an eye on what a customer does and says in the CRM.
A way to calculate a value using other things in the CRM.
A field that gets its value from a formula, not from typing it in.
Guessing what sales or money will be like in the future.
How fast leads move through the sales process, measured by how many become customers and how quickly.
Making work fun using points, badges, and scoreboards, often in a CRM.
A service that helps customers by answering questions and solving problems.
Software that handles and tracks customer support requests and interactions.
Helpdesk Ticketing System
A specific helpdesk system that uses “tickets” to manage customer support requests.
A record of what a customer did and talked about in the CRM.
The first page you see when you use a CRM, usually shows what’s happening recently.
A computer language used to make web pages.
A specific setup or version of a CRM system, like a test or a real-use version.
Make the CRM work with other software, like email tools, accounting software, or social media platforms, so that they can share data.
A document that lists what a customer bought and how much they must pay.
A way to manage work visually, like using cards or columns to track tasks or projects.
Visually seeing tasks or leads in a CRM, like cards on a board.
Keeping and sharing info about customers, products, and services inside the CRM.
A webpage to get leads, usually with a form or button to click.
The last time a customer talks to a company or salesperson.
How the CRM looks and how info is shown.
A way to look at info in the CRM as a list.
A potential customer or client who has expressed interest in the business’s products or services.
Figuring out where a lead came from, like a certain ad or website, to know what works best.
Getting leads from different places, like website forms or social media, and saving them in the CRM.
Changing a lead into a customer, usually through selling or getting them started with a product.
Lead Conversion Process
The steps to turn a lead into a customer.
Lead Conversion Rate
The percentage of leads that become customers.
Taking away extra leads in the CRM so each one is only counted once.
Sending leads to the right salespeople based on where they are or what they’re interested in.
Adding more info to a lead’s record, like their age or what they do on social media, to understand them better.
Finding and getting new leads through different ways, like ads or social media posts.
A good piece of content, like a guide or a video, given to someone in exchange for their contact info.
Watching and taking care of leads from when they first show interest to when they buy, including rating them, checking if they’re good, and keeping in touch.
Connecting with leads over time through emails or events.
Seeing which leads are most likely to buy based on money, power, need, and timing.
Giving a lead a number that shows how likely they are to buy.
Lead Scoring Decay
Lowering a lead’s score if they don’t talk to the company for a while.
Lead Scoring Model
A set of rules to give a lead a score based on who they are and what they do.
Lead Scoring Threshold
The number where leads are called “good enough” and sent to sales.
Lead Scoring Exclusion
Not scoring some leads, like those from specific places or people who don’t want to get marketing emails.
Where a lead comes from, like a friend, a website, or a trade show.
Turning a lead into a customer and then getting their money for the sale.
A type of computer smarts or AI that helps systems improve by learning from information over time.
The process of getting people to know about and buy products or services through ads, deals, and talking to the public.
Using numbers and facts to check how well marketing plans and websites work, like seeing if ads and web pages interest more people.
Figuring out which ads and ways of marketing helped make a sale and which didn’t, to know what works best.
Using computer programs to do repetitive marketing jobs, like sending emails, looking after leads, and posting on social media.
A picture that shows how someone goes from hearing about a product to buying it, with different steps along the way.
Marketing Performance Management
Watching and studying how marketing campaigns do, like seeing if they make money, get leads, and turn leads into customers.
Marketing-Qualified Lead (MQL)
A lead that seems likely to buy because they showed interest in marketing.
Software that helps with customer stuff, but it works on phones or tablets.
Natural Language Processing (NLP)
Teaching computers or AI to understand and talk like people do.
A menu on a computer screen that helps people move around in a CRM.
A message or signal from a CRM, like a reminder or news.
Sending automated emails to leads over time to get closer to making a sale.
Something special or necessary in a CRM, like a customer or a lead.
When software is on a specific computer or server, not the internet.
A CRM system on a particular computer or server, not the internet.
A system that anyone can change and share because its code is public.
A chance to make money, like a possible sale.
Watching and managing possible sales.
Making things special for each customer using info from the CRM, like showing them unique stuff and deals.
All the steps a lead or chance goes through before they become a customer.
Looking after leads and opportunities as they move through the sales pipeline.
Using info, math, and computer learning to guess what might happen in the future based on what happened before.
How likely something is to happen.
Possible customers who seem like they might buy.
Someone who might buy, picked by marketing, and checked by sales to ensure they fit as a good customer.
Leads that still need checking or talking to.
Understanding and using the connections between customers, leads, and contacts.
Keeping and looking after customer relationships, leads, and contacts.
A lead talked to before but didn’t buy.
Showing ads to people who visited a website or interacted with a brand before to bring them back and get them to buy.
All the money a company gets from sales and business stuff.
Guessing how much money a business will make in the future.
A safe place to try out and make changes in a CRM without messing up the real system.
Selling products or services to customers.
Sales-Accepted Lead (SAL)
A lead that the sales team checked and can follow up on.
Helping salespeople get better by training and giving advice.
Giving rewards and extras to sales reps, like bonuses or stocks, to motivate them.
Giving sales reps what they need to sell better, like product information, case studies, and competition info.
Using CRM data to guess how much money the business will make based on past info, leads, and how many become customers.
Sales Force Automation (SFA)
Using software to make sales tasks easier, like managing leads and opportunities.
A picture showing a lead’s stages before buying, like learning, getting interested, checking, and buying.
Making sales better by looking at data and finding ways to improve.
Sales Performance Management
Tracking and studying how well sales reps do, like how many sales they make and how they work.
A view of how a lead or opportunity moves towards becoming a customer.
Sales-Qualified Lead (SQL)
A lead that has been qualified by the sales team and is ready to be passed on to the account management team.
A goal for how much a salesperson or team should sell in a specific time.
Sales-Ready Lead (SRL)
A lead is ready for the sales team because they seem likely to buy.
The steps a lead goes through before becoming a customer.
The group of people who sell a company’s stuff.
Sales Territory Management
Dividing sales areas into smaller parts and giving sales reps their areas.
How quickly a company can make money from sales.
Keeping CRM data safe, like ensuring only the right people can see it.
Dividing customers or leads into smaller groups based on age, what they do, or what they buy.
A website where customers can check orders or get help without calling anyone.
Making customer service easier using tech, like handling tickets or getting customer feedback.
CRM that works with social media, like Twitter or LinkedIn, to talk to customers and leads.
Connect CRM to social media, like Facebook or Twitter, to track and manage customers and leads.
Software as a Service (SaaS)
Getting software from the internet, not putting it on one computer.
People who might not become customers because they’re uninterested.
Things you must do in a CRM system, like jobs or actions.
A ready-made document, email, or page that you can use as a starting point for making new stuff.
The way a CRM system looks and its style.
The integration of a CRM system with software or platforms not developed by the same company.
Keeping track of and looking after customer support requests, often with “tickets.”
Software that handles customer support requests and keeps track of what happens.
A web link to check how a marketing campaign, specific customer, or lead is doing.
Reports that show detailed info about specific deals or customer talks.
Someone who uses a CRM system.
Info or data made or added by people using a CRM.
User Interface (UI)
How a CRM system looks and feels, like the buttons and menus you use.
How it feels to use a software system, like if it’s easy and works well.
What a user can do and what they’re responsible for in a CRM system.
Voice of the Customer (VoC)
What customers say and think, is found through surveys, talks, and more.
How info looks in a CRM system.
The integration of a CRM system with Voice over Internet Protocol (VoIP) technology, allows for voice and video calls to be made directly from the system.
An online form that gets info from customers or leads.
A CRM system you use online, not on one computer.
Getting leads from online forms, where customers use their contact info to become leads.
A way a CRM system talks to other systems or tools by sharing data through web requests.
A set of steps or actions in a CRM that happen by themselves when certain things occur.
Using software to make business jobs easier and less mistake-prone in areas like managing leads and tracking opportunities.