The CRM Glossary – All the CRM Terminology You Need to Know!
If you’re new to CRM, business software or Dynamics 365, some of the terms you may hear can be confusing. Here at PragmatiQ Solutions we have created this CRM Glossary to help you navigate through the jargon and terms most used. Read the full list of definitions below…
Accounts are companies with which an organisation has a business relationship. Accounts may contain different data, such as customer information, company name, addresses, phone numbers, etc. Each Account can also be associated with other records in a CRM system, such as Opportunities or Contacts.
This is a history of phone calls, emails, letters, meetings and other tasks in connection with a record.
This is data that gives your business enhanced insights to help you make faster and more informed decisions. Analytics can include:
- Behavioural data
- Marketing engagement
- Sales analytics
- Financial spend
Artificial Intelligence (AI)
AI stands for Artificial Intelligence and is increasingly being integrated within industries, to deliver more predictive and personalised customer information.
Business Intelligence (BI)
Business intelligence (BI) combines business analytics, data mining, data visualisation, data tools and best practices to help organisations to make more data-driven decisions.
A campaign is a series of marketing efforts, such as:
- Email marketing
- Social media marketing
- Print/Online ads
- Direct mail
- Product launches
The aim of these is to increase awareness around your brand, product and/or services.
Campaign management refers to the planning, implementing and gathering of results of marketing activities related to a specific goal.
Cases are records of customer issues that have been raised either by the customer, or their sales representative, that need to be addressed.
A cloud-based CRM requires no hardware, can be deployed remotely and can be accessed via the internet from a web-browser or mobile app (dependent or CRM).
Software that connects two platforms.
A contact usually represents a person such as a customer, supplier or colleague. This record stores their name, phone number, email, address, business role and other relevant information.
Sometimes a business may require a database/system that doesn’t involve the typical functionality which is often associated with a CRM. A Custom Database is designed specifically to meet your unique business needs and requirements.
The customer journey covers a customer’s entire lifecycle from their initial engagement with your brand, throughout the evaluation and purchasing process, up until and including their conversion to become a customer.
Customer Relationship Management (CRM)
A Customer Relationship Management (CRM) is designed to manage and maintain customer relationships, track engagements and sales, and deliver actionable data. It all comes down to improving customer relationships and improving profitability.
Adding features or functionalities which are not available in an application or software by default.
This refers to the landing page or home screen of the CRM software, which typically displays key information, business performance metrics and other important figures in a visual format.
The way CRM is installed in your organisation. It could be Cloud-Based or On-Premise.
Digital transformation is a term that is widely used when referring to the transition from legacy systems and more manual processes, to modern technology and digital processes for an organisation.
Enterprise Resource Planning (ERP)
Business process management software that allows an enterprise to use a system of integrated applications, to manage the business and automate many back-office functions.
This means to convert data into a certain file format for use in another software program.
This is where users enter information. Standard fields include first name, last name, phone number, email address, company and job title. Some solutions will enable users to add custom fields that are unique to their business.
Go-Live activities involve configuring the live system, migrating the solution and data migration. This is the essential point that your system goes live.
This means to load data into the CRM software. The most common use is to import contacts from your email address books and spreadsheets.
This is a potential customer in the first stage of the sales pipeline.
To put it simply, marketing automation software streamlines, automates and schedules tasks within an organisation, from lead-nurturing to campaign planning. As a result, businesses save time, have more sales-ready leads and increase revenue.
Natural Language Processing
Natural language processing is an area of artificial intelligence (AI) processes and refers to computers’ ability to dissect, understand, analyse and interpret meaning from human language (spoken or written).
This is the “traditional” way to deploy software, where a business purchases software licenses and the database is stored on your server. This keeps all business data in-house, providing you with full control of how and where any information is stored, as well as being solely responsible for the upkeep and maintenance of the hardware.
An opportunity comes when a lead has been qualified within the sales pipeline.
This overview shows where prospects are in the sales process. The sales pipeline is generally broken up into stages depending on your business’ sales process.
This is a testing environment which allows you to preview new updates and features without interfering with your current CRM system, prior to deployment.
The ability to increase the number of users and grow your solution without losing performance.
This means the CRM software connects to social networks such as; Facebook, Twitter, Instagram, LinkedIn, etc.
Software as a Service (SaaS)
This is a model for cloud-based CRM software that is sold as a subscription service, not as traditional software that needs to be installed on your local servers and devices.
This is the ability to connect other business solutions to the CRM software to expand its features and streamline your business processes. Some examples of software your CRM might integrate with, are:
- Microsoft Office
- Google Sheets
An action that initiates subsequent actions. For example, filling out the contact form of a company can trigger a series of marketing emails.
Unified Interface (UI)
Unified Interface uses responsive web design principles to bring a consistent, responsive experience and improved capabilities across all devices. This provides optimal viewing for any screen size device or orientation. Whether you are using a browser, tablet, or phone, you will be able to consume similar experiences.
This is the CRM software’s overall design for the end-user, such as its layout and navigation system.
A defined set of user rights or permissions which determines the records that a particular user can view and edit.
A workflow is a series of steps necessary to complete a business work process. These workflows are triggered when a specific event occurs and are created to eliminate manual processes.
360-Degree Customer View
This is a comprehensive view of the customer that includes all contact points, communication, marketing campaigns, opportunities, purchase history and all other aspects of the customer relationship.