CRM Glossary

Your A-Z glossary for key terms and definitions in CRM


360-degree Client View

This is a holistic view of the customer that encompasses all points of interaction, correspondence, marketing strategies, opportunities, events, purchase history, and customer relationship facets. 

Account Management Software

Account management software is an efficient tool that makes the sales team's lives easier. The system involves keeping track of purchases, store customer information in one location, and facilitates lead routing.

Account Settings

The personal, email, and organization settings of a lead or prospect's company are classified as account settings.


In the CRM world, accounts don't refer to a single user. Instead, an account is a company with whom another company has collaborated or a customer. It typically contains varying amounts of data, including customer information, location, company name, and more. A single account may also be linked to other records within the software, such as opportunities or contacts.


It records lead details, interactions, account phone calls, emails, meetings, and other activities. It can be recorded either automatically by the program or manually by your sales reps.

Ad-hoc Reporting

Ad-hoc reports are produced on a "one-off" or "one-time" basis to answer a particular query. Business intelligence (B.I.) platforms can perform ad-hoc reporting. Ad-hoc reporting is translated to mean reporting per the occasion. This implies that the reports are created based on the needs of the user and the purpose of the situation. Ad-hoc reporting is used by non-technical users, who can customize it to be complex or simple depending on their requirements.    


Users with the role of administrator are permitted to access all the data within your CRM. 


This is data that provides an in-depth understanding of your company, enabling quicker and more informed decisions. For example, customer analytics includes trends and behavioral data to aid in acquiring and retaining profitable customers. In contrast, sales analytics includes the pipeline, loss-win, financial, and other sales data analyses. In addition, segmentation, marketing strategies, and future product plans can all benefit from analytics. 


It is the acronym for the Application Programming Interface. As the name suggests, it is software that links two applications to communicate. It consists of tools, protocols, and routines that help create software applications. 

Approved Process

Through the approval process, you can choose specific criteria records must fulfill before they are sent to managers for final approval.  

Artificial intelligence (A.I.)

The term is used to describe a computer system that can perform tasks that would typically require human intelligence. For example, visual perception, speech comprehension, decision-making, and language translation are among A.I. practices.     

Assignment Rule

Automatically assign records to users with the help of an assignment rule. You may use a round-robin process or an organization-wide distribution process to apply the assignment rule.

Auth Token

It is a token that permits users to access A.P.I.S. within your CRM. 

Auto Responder

You can save time by automating follow-up emails with the help of an auto-responder. Schedule regular intervals and email prospects or existing clients using the auto-responder.    


CRM automation is described as the process of automating sales and customer service functions to assist teams in tracking and managing their interaction efforts with current and prospective customers. It automates time-consuming sales processes, allowing sales teams to save time, nurture leads, and convert more leads. 

Autonumber Field

A unique number is generated automatically with the help of the autonumber field.    


BANT is a standard qualification framework that encompasses the four most common lead qualification criteria (Budget, Authority, Need, and Timeline), which sales teams use to determine when and how to transfer potential leads forward and down the sales funnel.    


A Blueprint is an online version of your organization stored in a CRM. It contains all of the information about your offline processes. 

Business Card View 

Business Card View provides you with all of the important information of a record without any manual searching.   

Business Hours

The hours during which a corporation or organization is open for business are known as business hours.  

Business Intelligence (B.I.)

Business intelligence (B.I.) is several tools that incorporate business analytics, data mining, data visualization, data tools, and other methodologies to assist organizations in making more data-driven decisions. 


It is an acronym for the terms Challenges, Authority, Money, and Prioritization. It is the modern approach of qualifying prospects; B.A.N.T. is the older, traditional method. These are the four essential areas for sales agents to focus on while qualifying leads. 

Campaign Management

Campaign management is the process of organizing, executing, and analyzing marketing campaigns aimed at achieving a particular goal (such as new product launches, raising brand awareness, or promoting events).   


Campaigns are marketing efforts that aim to increase awareness and interest in a company's products, services, and identity. Email blasts to launch a new product, print ads, cold calling, and business activities are examples of outbound campaigns. Web-to-lead forms, which collect the names of people who want to learn more about a product, are examples of an inbound campaign.

Canvas View

Canvas view offers a completely customizable view within your CRM. For example, you can customize the text, add images, and choose icons to represent fields like email or contact details.  

Case Escalation Rules

Employees can use Case Escalation Rules to bring cases to the attention of those within your organization. It's generally triggered when the appointed agent hasn't responded to a situation. 


Cases are accounts of customer problems that need to be resolved, whether the customer or their sales representative posed them. For example, they could lead to a formal support event or requests for changes to a customer profile (e.g., updating their address). Cases are similar to Opportunities, but they are used in a company's post-sales (customer service) functions.  


Cases are complaints, consumer reviews, or challenges that the clients are experiencing. These reports help improve your customer service and product range.  


Channels are private messaging sites that only the company's employees have access to. As a result, employees will disclose sensitive information in a private and safe setting. 

Closed Sale

A closed sale is a lead that has been converted into a customer for a company.  

Cloud-Based CRM

CRM software that is cloud-based or network-based can be accessed from any computer with an internet connection using a web browser (or a smartphone app). 


Co-owners are those profiles with equal access to features and data within a CRM as the owner. 

Common Operations

The basic processes that your CRM can run are known as common operations. For example, creating documents, searching for customer information, and more fall under common operations.  

Configure, Price, and Provide a Quote (C.P.Q.)

Salespeople can use Configure, Price, Quote (C.P.Q.) software to effectively build the best product mix based on a customer's needs, refine their sales package based on provided product requirements (for example, if selling an engine, prompting to add fluids, repair equipment, or other needed additional items), and finally present an attractive sales presentation. 


A connection is an authentication tool that connects your CRM with a third-party application. When you use a connection, you're granting the third-party app access to your data that you've authorized.    

Consulting Partner

An individual who integrates, implements, and customizes solutions for clients.  

Contact Roles

Contact roles characterize the relationship between a contact and a Case, Opportunity, or Account. Contact roles can be described numerous times (for example, Michael may be given the role of customer and partner), but contacts can only be defined once. 


This is a single record that contains a client's name, contact information, email id, postal address, and more. A prospect, business, partner, or other parties with whom your sales representatives communicate can also be referred to as a contact.  

Contract Management

It refers to managing the regulations and rules between an organization and its partners, vendors, clients, and staff members. It consists of contract lifestyles and the length of a contract and changing terms over varying periods. Lawmakers are those who typically use contract management solutions. 

Converted Lead

The term "converted lead" indicates a lead's status in the CRM changing. It signifies that a lead has been qualified and is worth following up with as a customer. 

Criteria Pattern

A criteria pattern is a powerful tool for creating unique list views. When you use the Criteria Pattern Editor, you can define filters like, e.g., or and/or. 


Customer Relationship Management (CRM) is a term that refers to managing customer relationships. At the most basic level, CRM refers to how an organization establishes and maintains relationships with future and current customers. CRM enables companies to optimize their consumers' experiences, increasing the probability of (re-)purchase, client lifetime value, and lowering costs.    

CRM Analytical Reporting

A report that gives users in-depth information about their customers: demographics, purchasing patterns, and comparisons over time, are some of the areas covered in the reports.  

CSV file

CSV is an acronym for the term "comma-separated values." The CSV file format is the industry standard for exporting and importing databases and spreadsheets. When importing contacts and other data, most CRMs use CSV files.   

Custom Fields

Custom fields are areas that are customized to meet the needs of your company.  

Custom Links

Custom Links are one-of-a-kind links that enable users to access third-party apps and URLs when using the CRM. 

Custom Modules

Modules that can be customized and changed to meet the needs of your organization.  

Customer Experience (CX)

Customer experience refers to a (potential) customer's impression of a business, its employees, its brand, or its products after and during their interaction with it. Interactions with staff members or simply brand elements may be included in this engagement (social media channels, company website, whitepapers, etc.). 

Customer Experience Management (CXM/CEM)

Customer experience management (C.X.M. or C.E.M.) is the term used to define a company's processes and resources for managing and improving customer experiences. Customer satisfaction, lifecycle, and lifetime value may all be enhanced, extended, or strengthened with successful customer experience management.  

Customer Journey

The customer's lifecycle is referred to as the customer journey, from the prospect stage to the very first sale and the possibility of upselling or renewing an agreement.    

Customer Self Service (CSS)

Customer self-service is a tool provided by companies (often via their website or an external portal that is cloud-based and accessible twenty - four hours a day, seven days a week) that enables customers to manage various aspects of their business relationship at their own pace, time, and convenience. Profile and account administration, bill collection, queries, and accessing peer networks, support tickets, and knowledge bases to assist with product-related issues or questions are just a few examples of CSS. 

Customer Service and Support Automation (CS&S)

Customer service and support automation is software that helps a business's customer service and support team organize and automate processes. Any client concerns or issues, technical difficulties, a ticket system, or a call tracking system are all examples of CS&S.  

Customer Success Management

Customer success management includes the resources and methods that a business employs to keep clients interested and retained over time. Account management is another term for customer success management.  


Customization is the process of changing fields to meet the needs of an organization.    


A dashboard is a visual representation of the company's key metrics. It will provide you with real-time data on the metrics you are currently monitoring.  

Data Enrichment

 Data enrichment is the method of incorporating additional details to CRM data, such as a company's M&A history, a client's employment status, or a contact's business partners and peer group. The aim of data enrichment is to give salespeople more in-depth perspectives and knowledge about their contacts and accounts with as little manual effort as possible.    

Data Security

Customer data is typically protected by your CRM software. This may include any additional details of the customer that is considered confidential information and includes contact details.  

Data Sharing Rules

Data Sharing Rules are guidelines to ensure the confidential data remains confidential. You can apply these rules to individuals, teams, and functions.    

Dead Lead

A former lead that has quit the acquisition or evaluation phase is referred to as a dead lead. A company's sales associates can no longer chase a dead lead since they have lost interest in the purchasing process.


Deals are records that produce revenue for your organization. 

Demand Generation

The term "demand generation" refers to the targeted marketing campaigns, events, and programs designed to generate interest in a company's goods, services, or brand from the targeted demographic. 

Differential Discount

A differential discount is a discount that applies to a specific situation. It's only given to clients in certain circumstances and therefore isn't like any of your other discounts.


Customers may choose from a variety of CRM editions to meet their specific requirements. For instance, you could have free, regular, and enterprise versions.  

Email Notification

An automated workflow that you can configure to send emails to clients automatically when certain conditions are met. Emailing a customer after they make a purchase is one such example.   

Email Response Management

You can use this function to set up and submit automated email responses based on predefined guidelines.    

Email Templates

Email templates are formatted in advance to help provide users with multiple options when creating campaigns. You can send these templates to several recipients at once.    

Engagement Score

Your clients' amount of interest in your products or services is measured by their engagement score or lead score. In addition, it is measured based on the clients' interactions with your customer service teams.

Enterprise Edition

The Enterprise Edition of CRM is designed for large businesses that require a high degree of interconnectivity. 


In a CRM, entities are often required to model and manage information. Entities include things like profiles, contacts, leads, and opportunities.    


Escalations is the process of escalating a customer's problem to a senior department to help solve it effectively. 


An export is a procedure for transferring data to an external site. 


Feeds are a real-time messaging system within your CRM that allows users to address business issues.   


Users can enter data in the fields area. First name, last name, phone number, email address, business, and job description are standard fields.      

Field Properties

Field properties are the attributes and behavior of the data that you can apply to a field.  

Field Update

A workflow rule such as 'Greetings Email is Sent' or 'Scheduled Maintenance' triggers an automatic action that updates the status in a field.    

Field-level Security

Field-level security is an Administrator's ability to regulate accessibility to fields in a module through assigning unique permissions to certain individuals. 

First Touch

A potential customer's first contact or connection with an aspect or asset of a business or brand is "the first touch." It may be a website, a poster, a banner, an eBook, a social media message, a critique, or a physical product (trial download, etc.). The first contact aims to move them down the conversion funnel and eventually convert them into a customer.   

Fiscal Year

A fiscal year is a twelve-month cycle used by companies for accounting and budgeting. 


This is a document that contains sales forecasts, such as revenue and profit estimates. It aids in tracking sales pipelines and forecasting sales for the quarter, year, and other periods.  

Formula Fields

Formula fields assist the user in the generation of dynamic data. To do so, Formula Fields make use of data from regular or custom fields.

Funnel Velocity

The time taken for a contact or lead to travel from one point of the sales cycle to the next is known as funnel velocity.    


Gamescope is a CRM gamification tool to make work enjoyable. It is done by hosting competitions and awarding the best performers. 

Hot Leads

A "hot lead" is a term used to describe a contact who shows a strong desire to buy. An automated lead software may label a lead as "hot" when a lead performs actions frequently associated with intent to purchase, such as requesting a free trial or a meeting with a customer service representative. A sales representative may label a lead as "hot" after a successful initial meeting.    


The acronym IMAP stands for Internet Message Access Protocol. They are typically used by email customers to accept emails from the mail server. 

Immediate Actions

When a workflow rule is implemented, it triggers automatic actions such as email alerts, assignments, field notifications, webhooks, custom functions, tags, and record formation. When a payment is made, for example, an email is sent to the recipient.    


This refers to the process of entering data into CRM applications. Importing contacts from email address lists and documents is the most common use.  

Indemnify and Hold

This is a legal concept in a CRM provider's contract with the user. It essentially shields the CRM provider from legal liability in case of an accident, loss, harm, or technological malfunction.


Synching your CRM with other third-party applications to improve communication and efficiency is known as integration.   

Intellectual Property Rights

This can apply to almost everything related to sharing, visualizing, or using the CRM platform, such as HTML codes, software development, labels, user I.D.s, passwords, and everything else.


An invoice is a bill or commercial report that a supplier gives to a consumer that details the items, quantities, and agreed-upon value for products or services. 

Java SDK

A software development framework is a Java SDK. Programmers use it to develop Java applications.    

Junk Lead

A junk lead is a contact who has expressed interest in purchasing your company's products or services but has been classified as unqualified. For example not in a decision-making role within their organization or not in the required geographic location the company is targeting, etc., and will no longer be sought after or invested in by the company.    

Knowledge Base

A company's support materials are stored in a Knowledge Base, which is an online archive. Customers may use it to troubleshoot issues or learn more about how a product or service operates.  

KPI (Key Performance Indicators)

Customer relationship management KPIs are a set of predetermined achievable targets for a company that can include any aspect of the business that is considered critical to its success.   


KYC stands for "Know Your Customer" or "Know Your Client" in some cases. KYC (Know Your Customer) defines and checks a client's identity when they open an account and regularly afterward. CRMs typically offer different versions, including eKYC and video KYC. 

Last Touch

The last touch refers to the last time a customer interacted with a business or its product before converting into a customer.    


A prospective customer who is interested in buying your product or service is a lead.

Lead Conversion

The lead conversion process outlines the steps involved in converting a lead, such as the steps taken by a salesperson to establish a Contact, Profile, and/or Opportunity in the CRM software. 

Lead Conversion Rate

The lead conversion rate is calculated by dividing the number of successfully converted leads by the overall number of leads pursued (both successful and unsuccessful) over a given timeframe.  

Lead Generation

Lead generation refers to the actions and methods used to locate prospective customers and their contact details (names, addresses, emails, customer insights, and so on) so that a salesperson can follow up and introduce them to a company's goods or services. The method of locating and arranging leads for a business is known as lead management. 

Lead Management

Lead management typically entails many steps involving both marketing and sales divisions, and it often begins with the lead generation process. Lead management's mission is to actively communicate with contacts to be guided further down the sales pipeline.

Lead Nurturing

To prevent leads from falling through the cracks, you must nurture them into the next stages of the sales pipeline. You need to monitor inquiries, assign leads and track activities to respond on time.  

Lead Qualification

The method by which a sales rep determines whether a prospect is worth pursuing is known as lead qualification.    

Lead to Cash

When a lead becomes a buyer, and the business makes money from the transaction, this is known as lead-to-cash. 

Line Item

A collection of items associated with one of your goods or services is referred to as a line item.  

List View

List View allows you to organize records based on a set of requirements. Customers-specific data that satisfies your business needs can be viewed by users. 

Machine Learning

Machine learning is a branch of artificial intelligence (A.I.) that allows computers to learn and develop on their own without having to be specifically programmed. Machine learning is concerned with the development of computer programs that can access data and learn on their own.  


 A macro is a tool that allows you to create automatic actions. For example, you can apply a macro to a collection of records in a module.   

Marketing Accepted Lead

A Marketing-accepted Lead (M.A.L.) is a lead that meets specific requirements and has the potential to become a valuable customer. Demography, geography, and whether they are interested in the company's product are several examples of requirements.  

Marketing Automation

Customer communication (e.g., sending out campaigns), client and customer segmentation, lead monitoring, ranking, and forecasting are all marketing automation examples. In addition, the use of software and tools to eliminate manual processes and efforts is referred to as marketing automation software.  

Marketing Funnel

The marketing funnel is a cylinder-shaped visual representation of the various stages (awareness, curiosity, contemplation, intention, assessment, and purchase) that a potential consumer goes through from the first contact to becoming a customer. A well-designed marketing funnel often aids in the tracking of potential customers and directs them as closely as possible through each stage. 

Marketing Qualified Leads

Marketing-qualified leads include reports that are deemed worthy of a follow-up from sales by the marketing department. M.Q.L.s are leads in a company's network who have expressed intentions of buying the product and/or service and have met a collection of marketing lead requirements to advance further down the purchase funnel.  


The marketplace offers a variety of CRM framework extensions to help you improve your systems and processes. 

Matrix Report

Data that is summarised and mapped out on a grid against vertical and horizontal columns is referred to as a matrix report.

Mobile SDK

Mobile SDKs are a collection of software development tools that make it possible to create various mobile applications for smartphones and tablets.    

Module Level Security

Users can't access modules they aren't operating on because of module-level security. 


Modules are CRM platform tabs that represent the various stages of the sales pipeline.

Multi-select Field

A multi-select field enables users to choose from a variety of choices within a single field. 

Natural Language Processing

Natural language processing is a branch of artificial intelligence (A.I.) that corresponds to computers' potential to decipher, comprehend, evaluate, and perceive human language (spoken or written). 


The method of effectively moving between accounts in the CRM system is known as navigation. 


Accounts, addresses, leads, opportunities, prospects, events, and tasks are all forms of data that fall under this overarching framework.   

On-premise CRM

Instead of being hosted in the cloud, an on-premises CRM application is built locally on the organization's server.  


A future sales deal or profit-generating event is an opportunity. Conversely, an incentive may be for a current or new account. CRM software can help improve opportunities by tracking, managing, and organizing all information and activities related to them.    


It comes after the prospect stage of the sales funnel and refers to a contact who has undergone customer evaluation, has been qualified, and has the potential to close a deal. The majority of the deal's specifics are already known and are addressed at this stage.  

Opportunity Management

The management of deals within an organization's sales pipeline is referred to as opportunity management. Such programs primarily focus on opportunity management, aiming for sales reps to close as many transactions as possible with the minimum effort. CRM software assists in the management of opportunities by arranging data and events.    

Opportunity Stage

This is the step in the process where you allocate values to determine where an opportunity arises.  

Page Layout

On a record's details or edit tab, the arrangement of fields, custom connections, and related lists is the page layout. You can customize the material of record pages for your users using page layouts.    

Personal Fields

Personal fields contain a client's personal information such as email accounts, region, contact information, and so on. They can also be classified as sensitive fields, implying that extra caution should be exercised when collecting such information.    

Personal Settings

Settings that enable users to tailor their CRM experience to their specific needs. Users can select their preferred region, language, time zone, and date format, among other options.  

Picklist Field

Users can select numerous options for a particular module using a Picklist Field.


Pipelines are the various phases that a sale goes through. Each deal can have its own sales process, which you can visualize using pipelines.   

Pipeline Management

Pipeline management is the method of salespeople assisting leads in progressing further down the sales funnel to turn them into clients.    

Pipeline Stages

Pipeline stages are a visual representation of the sales pipeline that depicts the lead's current sales cycle role.


Post Office Protocol is the full form of P.O.P. It's a means of receiving emails from an email account. 


Customers, associates, and vendors may use portals to access information. It displays sales data such as pricing and individual modules.    

Predictive Analytics

Predictive analytics is a branch of artificial intelligence (A.I.) that describes the process of extracting information from both new and old data sets and identifying patterns, trends, and forecasts for possible future outcomes. Predictive analytics employs mathematical algorithms to render likely forecasts with advanced analytics and machine learning methods.   

Price Book

The Price book is A book in which all vendors' regular prices for a given item are specified, helping consumers to find the best deal. 


As an opportunity progresses through the sales process, the chances of closing (i.e., generating revenue) improve. This probability is usually expressed as a percentage and refers to the likelihood of a transaction closing. 


An organization's purchases of goods or services are referred to as products.  


Users are assigned profiles based on their classification. Instead of allocating permissions to each account, you may assign them to each profile. 


A prospect is a potential buyer who has been identified as a "good match" as a buyer for the brand by a sales or marketing professional, which means they fit the company's target market demographic and are in a role within their company to control, negotiate on, and complete the buying process. 

Purchase Order

A Purchase Order is a report that the buyer creates that authorizes the transaction. The agreement becomes a legally binding contract once the vendor acknowledges it. 


A quota is the minimum number of sales that a sales department or sales representative must make in a given period.   


A quote is a seller's bid to the consumer that estimates the cost of a good or service. 

Recent Items

The Recent Items section of the CRM provides a compilation of the most recent events that have occurred.    


Users can find all of the details about a customer in a record. Leads, accounts, connections, and deals are examples of different types of documents.

Record Level Sharing

Users with the administrator profile in CRM will share records with certain other users in the organization using this form.   

Record Owner

The sales rep in charge of a particular lead, contact, profile, or deal is known as the Record Owner.  

Recurring Events

It is an occurrence that can occur many times. Recurring activities may be scheduled on a weekly, biweekly, or monthly basis.   

Related List

A Related List is a set of records linked to the same parent record. 

Relationship Intelligence

Relationship intelligence refers to software technologies that "intelligently" browse and filter through data and information on past (or possible future) relationships to provide valuable observations, patterns, interactions, and suggestions on engaging with the person or business.  Relationship intelligence software sifts through data to uncover patterns or make suggestions about communicating with a prospect more effectively.  

Relationship Management

CRM software's main goal is to help you establish and sustain relationships with your customer base. Your company can keep up to date with what your customers need and want and their buying preferences, using data analysis, and you can target them with specialized advertising and promotions based on these findings. 

Remarket Leads

Leads produced through outbound sales or advertising campaigns but did not get qualified as an Opportunity are referred to as remarket leads. They will be moved to marketing for more nurturing because they are not yet sales-ready.  

Reorder Stage

When an item's stock is low and a new order has been placed to replenish it, it's called a reordered stage.   


Company data that is displayed in a tabular format in the form of a report. 

Reporting Hierarchy

You may delegate reporting managers to each user using a hierarchical system. It is designed to ensure that only the appropriate manager has access to the information.   


The buying pattern of a consumer is represented by the recency, frequency, and monetary values. These values aid in identifying consumer behavior patterns, which you can classify into various groups based on those patterns.  


Supervisors, sales reps, marketing heads, and other positions in an organization's hierarchy. In CRM, you can use a common hierarchy to coordinate data visibility and access. Users with higher roles have access to their subordinates' info.   

Ruby SDKs

It's a web platform that allows developers to combine a CRM API with Ruby applications. 


When a specific event occurs, this workflow automation function initiates an action. If a lead seeks information about a specific product or service, for example, the CRM will automatically route the query to the sales rep who specializes in that field. If an opportunity doesn't reply to a proposal, for example, you can set the CRM program to submit a follow-up after 48 hours.  

Sales Accepted Lead

A lead that's been delivered to the sales team by the marketing department to get qualified is known as a Sales Accepted Lead or S.A.L.    

Sales Automation

Contact monitoring, recording, customer communications, order processing, order tracking, inventory control, knowledge sharing, and performance assessment can all be automated with CRM software. 

Sales Funnel

A sales funnel is a diagram that depicts the customer path. From perception to action, it illustrates the sales process. 

Sales Integration

Sales integrations means the CRM program can connect to social media sites like Facebook, Twitter, Instagram, Linked In, etc. It provides new engagement opportunities for the sales reps through social media marketing. 

Sales Management

With approaches including lead nurturing, lead ranking, analytics, target setting, outcomes tracking, and performance reviews, CRM software's core feature helps teams close sales. 

Sales Optimization

This applies to methods for optimizing income during a contact's life cycle. In addition, the CRM employs analytics to provide essential information to sales reps to help them close sales and maintain customer loyalty.    

Sales Order

A Sales Order is a report produced by the seller that approves a product or service purchase. 

Sales Pipeline

A sales pipeline is a visual illustration of potential customers and where they are in the sales process. 

Sales Qualified Lead

A Sales-qualified Lead is a candidate that has been verified by the sales team to be worth considering as a potential customer. 

Sales Ready Lead

A sales-ready Lead has the right title to drive the sales process forward and has a current demand for the company's products and services.   

Sales Stages

The various stages an opportunity moves through before fulfilling the sales cycle and becoming a paying customer are referred to as the Sales Stages.

Sales Team

CRM software is a valuable tool for salespeople. They can use the data to refine their sales pitches, tailoring each one to a particular individual or community.

Sales Velocity

The speed at which deals pass through the sales cycle is known as sales velocity.  


Sandbox is a technique for comparing various versions of existing CRM applications without affecting the current configuration or databases. It helps you test new functionality, enhancements, and coding improvements before deploying them as company-wide product updates. 

Scoring Rules

Scoring Rules helps users prioritize leads, profiles, deals, and connections by using record assets and customer touchpoints. 


The term SDK refers to a software development kit. It's a set of software development tools that aid in the creation of applications for software packages, frameworks, operating systems, and other platforms.


Reports and forms are that shown under the relevant sections.


Segmentation entails grouping contacts into target audiences based on factors such as geography. CRM software, for example, can automatically group target companies with less than 20 employees so you can sell small business items to them or send email marketing promotions to consumers in particular age demographics or with specific spending patterns. 

Self Service Portal

self-service portal is an online forum that typically houses resources such as a company's Existing Knowledge Base and other Customer Self-Service materials. 

Server-side SDKs

Server-side SDKs are devices that aid in the development of customer applications.  

Shift Hours

Shift Hours is a feature that allows you to schedule shifts for your employees throughout a 24-hour workday. 

Software as a Service (SaaS)

Software as a Service is a subscription-based model for cloud-based CRM applications. In contrast to conventional software that are built on your local servers and computers.    

Special Fields

Fields in a CRM framework that aren't present in all modules are known as special fields.

Stage Probability Mapping

Stage Probability Mapping assists you in defining the parameters and probabilities for each stage of your sales cycle.   

Standard Fields

Each module has a list of standardized fields that you can control.   

Super Administrator

They are the CRM user with the most access in the company. 


Suspects are prospective clients who have been detected but have not been qualified as a lead by the sales team.    


A record's keywords assigned to make it easier to identify it. By specifying parameters based on your specifications, you can use tagsto segregate records for workflows and generate custom list views.   


Any activity a user must complete within a certain amount of time, such as a product presentation or a webinar.  


A tool that allows users to link their telephony services to CRM to handle calls from inside CRM.  

Territory Management

Territory Management is a function that separates the sales structure of your company into parts. This allows salespeople to share and group accounts in the CRM based on region, market and projected revenue.  

Third-Party Integrations

This refers to the CRM software's ability to link to other business solutions to extend its capabilities and streamline its internal operations. For example, you can integrate your email campaigns with the CRM, use its templates, sync your email addresses, and add more campaign management features.  

Transactional Reporting

Transactional reports detail (completed or pending) transactions between a corporation and a client, including the monetary sums involved, the assets used, the parties involved, and any particular arrangements or regulations that apply to the transaction.   


A user is an individual who has been granted access to a CRM system.

User Content

This refers to any form of content (audio, text, images, and so on) that a user has created in the CRM. For example, user Content includes reviews and other forms of feedback, but it may also include content that the CRM uses to reward its customers with discounts or other promotions.  

User Interface

This is the overall structure of the CRM system for the end-user, including the interface and navigation framework. 

User Role

You can set permissions for each user. The Admin role, for example, gives the user full access to the CRM, while the Customer support roles restrict the user to features relevant to their particular job functions.  


The norm for electronic business cards is vCards, which use the V.C.F. (Virtual Contact File) format. Most CRM applications can import vCards, making it possible to import contacts from email services like Outlook, Office 365, Apple Mail, Gmail, and others.    


Views give users a clear view of the activities they need to complete. 

Voice of Customer

The needs, specifications, and reviews of a customer are known as the voice of the customer.    

Warm Lead

A warm lead is an individual interested in the company's product or service but hasn't shown an interest in buying.   


When an event occurs in the CRM framework, webhooks submit instant web updates to third-party applications. 


Widgets are U.I. elements that are part of the CRM. Widgets can be used to perform various functions from third-party applications.   


This is the generic term for the use of trigger-based rules to automate CRM tasks.   

Workflow Alerts

Workflow Alerts are notifications you receive from your CRM. When a workflow rule is triggered, a warning is sent to the appropriate user automatically.  

Workflow Automation

Workflow automation assigns activities and field updates to users automatically based on a collection of workflow rules.   

Workflow Rules

Workflow Rules are a series of steps that must be followed in order to complete a task. These activities, such as tasks or email alerts, are activated when certain criteria is met.