50+ CRM Terms

A CRM is a Customer Relationship Management software. It’s used to monitor and manage the customer interactions that take place within an organization. The term CRM typically refers to any of the following:  1) the software, 2) database or 3) company department.

A CRM system can be as simple as tracking email messages with responses from customers or notes about when they call in, or it may include custom features like a sales pipeline that monitors your leads through their various stages to help you generate more revenue. Your company might have one person who manages all customer-related activities in addition to other responsibilities, or everyone on your team might share responsibility for managing customers’ inquiries and needs. Whatever your set up looks like, investing in a good CRM system can help you save time, get more done and grow your business.

Common CRM Terms

  • Account: A record of a customer’s interactions with your company.
  • Activities: Actions that occur on the CRM system, for example when an account is created or updated in the database.
  • Analytics: The process of data analysis to examine patterns and draw conclusions from these insights into how customers behave and what they need. Analytics may be used to help you create more relevant and effective content, products or services for your customers.
  • API: Stands for application programming interface. It’s a type of technology that allows third-party software to access data on the CRM system without having direct access to its database.
  • AppExchange: A marketplace found in Salesforce; it includes apps from partners who have developed tools specific to the needs of organizations using this platform. The AppExchange also offers training and certification programs related to different aspects of CRM usage.
  • Auto-responder: Software with pre-written messages meant as responses sent automatically by email when users do not respond within time limits set up within the auto-responder settings, such as an automatic email response following a request for a quote.
  • Business Intelligence: The process of using digital data to make more informed business decisions, and the software used to create reports from these insights; also known as BI.
  • Campaign: A coordinated effort across multiple marketing channels intended to reach an overarching goal or objective (such as sales). Campaign management is the monitoring and tracking of specific campaigns with goals such as identifying customer behavior patterns in order to refine strategy accordingly.
  • Campaign Management: Tracking specific campaigns with goals like identifying customers’ behaviors so that you can refine your strategy accordingly. This may include gathering customer feedback and analyzing it on social media networks according to different criteria like location, age group or gender in order to understand what content people find most useful when they’re looking for the same type of item.
  • Cloud- or web-based: An IT platform that offers many CRM tools available through a browser without having to download or install anything on your computer.
  • Contact Database: A database where each contact is saved as one record with its own set of fields, which are often customizable per organization and may include personal details like name, address and phone number; company information such as job title, department and email address; demographic data such as age group, gender and marital status; interests categorized by items like hobbies or sports teams they follow; communication preferences (such as preferred methods for receiving emails); customer service history including their communication preferences (including preferred methods for receiving emails), purchase history and other interactions with the company.
  • Contact Management: The act of managing contacts and the information associated with these records, including inputting data like work history or interests into a CRM system. It may also include assigning contact roles in order to categorize how you want different types of customers to be communicated with (for instance, some clients might need more attention than others) and analyzing that customer’s spending patterns over time so as to better understand their needs.
  • CSV File: A spreadsheet file type that stands for “comma-separated values” which is often used when importing data from an external source into a CRM because it doesn’t require any special formatting or software programs before importation can take place; CSV files are made up of rows containing headers followed by data in columns — for example, a CSV file might contain the header “First Name” followed by all the first names of people you’re tracking.
  • Custom Code: A feature CRM platforms offer to help users customize their own software; it’s usually not necessary unless your organization has unique needs that can’t be met with standard features available on commercial-grade offerings like Salesforce or Oracle Cloud.
  • Custom Fields: Data fields in contact records which are customized per organization and may include personal details (like name, address and phone number) as well as work history or interests categorized by items like hobbies or sports teams they follow; custom fields often serve to help categorize contacts into groups based on how high priority each customer is from an organization’s perspective.
  • Customer Data: Information collected about a customer and their interactions with your company, which may include not only the customer’s personal information like age or marital status but also interests categorized by items like hobbies or sports teams they follow; it can help you understand what content people find most useful when they’re looking for the same type of item.
  • Customer Service Management: The act of providing service to customers after purchase in order to ensure that product expectations are met or exceeded; this might involve responding to emails from satisfied clients as well as handling complaints before the situation gets too out of hand.
  • Customer Valuation: A process through which an organization assesses how much a particular customer is worth based on analysis of data – typically including demographic data like age group, gender and marital status as well as interests categorized by items like hobbies or sports teams they follow; it can help organizations price things in a way that maximizes revenue from every customer.
  • Customer Value: The worth of a particular customer based on analysis of their demographics and habits which may include not only how much money the person has spent with your company but also what kind of content they find most useful when looking for certain types of products.
  • Database: A collection of information organized systematically to make retrieval quick and easy, usually stored digitally so multiple users can have access at one time – such as an organization’s CRM system where contacts are saved into contact records along with personal details (like name, address and phone number) as well as work history and interests.
  • Data Import: The process of bringing data from one system or database into another; in the context of CRM, it most often involves importing contacts from external sources like an email marketing service provider (which manages lists typically generated with opt-in subscribers) or other customer relationship management software.
  • Demographic Data: Categories that can be used to describe large groups of people within a certain geographic area – such as remote workers who might have different needs than office employees or college students versus retirees; demographic data is commonly analyzed for purposes such as pricing items differently based on what will sell best to particular segments without losing out on profits by not catering enough to others .
  • Direct Marketing: A strategic facet that includes a variety of functions including advertising, public relations, and sales; it can help organizations gain a competitive edge by understanding customer behavior based on demographics and interests so that they know how to present their message most effectively.
  • Email Marketing: The act of sending emails in order to maximize the reach potential for your organization’s content – such as blog posts or newsletters about new products released in certain categories like beauty care or home goods; email marketing is often used in tandem with social media strategies which promote shared links between followers who might not otherwise have seen them thanks to algorithms designed specifically for each platform.
  • Intellectual property rights: the rights – like patents, trademarks or copyrights – that are granted by law to an individual entity for the items they have created.
  • Lead: a person who has shown interest in what you’re selling; leads most often come to your company’s CRM system through sales channels such as email marketing campaigns and other content optimized for online advertising with keywords intended to filter out potential customers based on their interests (which can be extracted from user data collected from social media posts). Lead conversion is the process of turning these anonymous leads into prospects which require more personalization and attention before moving them down the pipeline towards eventual sale.
  • Lead management/nurturing: strategies used by organizations when managing different stages of lead conversions including identifying where a prospect might be in the pipeline and understanding how much attention they need to take them all the way through to purchase.
  • Marketing Automation Software: A system that automates many different aspects related to online communications like scheduling messages ahead of time according to what day they’ll be sent and what time, organizing them by keyword or even sending emails based on someone’s online browsing history; marketing automation software can be used without the help of external agencies to manage an organization’s social media presence.
  • Marketing Strategy: A plan that outlines how content will be shared across different channels in order to maximize its reach – such as via a website with blog posts promoting products that are selling well for your company along with social media feeds where you share links between followers so they see it too if they follow you there.
  • Object: an element which helps a company reach its goals – such as CRM software for managing customer relationships or marketing strategies like email campaigns; objects are usually broken down into categories with clear definitions so that customers can make choices based on what will work best for their needs without spending too much time researching.
  • On-premises: A system installed by your organization onto computers located at one or more physical locations – when people talk about “on-premises” technology, it means both hardware (computers) and software (programs).
  • Opportunity: this is someone who fits within any of the following criteria: reacheabled, ready to buy and right for your company.
  • Opportunity stage: where a lead is in the pipeline – this may be determined by how much information they’ve shared about themselves, how well their needs align with what your company offers or some other criteria.
  • Opt-in Subscribers: People who sign up to receive promotional messages from organizations like email newsletters about new releases or sales events through automated subscription forms which require information like name and email address before allowing access.
  • Pipeline: a process for moving prospects from one stage to another.
  • Relationship management: the process of managing a company’s relationships with customers, including identifying ways in which they are most likely to engage with them and implementing strategies like nurturing campaigns when necessary; this is often done by looking at customer data collected over time or through assistance from third-party partners who specialize in CRM software such as Salesforce.
  • Rule: instructions that define how an organization should behave – include rules about what public information can be accessed online (for example, password policies), restrictions on behavior (such as not accepting gifts) and obligations employees have towards the company (like code of conduct).
  • Sales force automation: technologies used by companies that automate tasks related to sales teams, such as CRM software which allows the sales team to manage their pipeline and report on whether targets are being met.
  • Sales force management: a process for managing an organization’s sales teams that includes all aspects related to how they’re organized, from recruitment practices (for example by evaluating resumes) through training programs designed to increase efficiency in engaging with prospects who may need more attention before becoming customers.
  • Sales optimization: the process of optimizing your company’s marketing strategy so that it achieves its goals; this can include tasks like using A/B testing or running online experiments where different variations of messages are created and distributed amongst audiences randomly – these tests help companies figure out what performs best without having to rely solely on intuition or gut instinct when deciding between different options.
  • Sales team: a group of people who work together to sell products or services; sales teams may specialize in different industries (such as healthcare) and they can be organized into regional offices, departments within the company or some other way that suits their needs.
  • Sandbox: an area where users are allowed access for testing purposes without causing any harm – this is most often used by companies like Facebook when developing new features so that there isn’t a risk of something going wrong on production systems which will cause issues with ongoing operations.
  • Segmentation: dividing your customer base up based on criteria such as demographic information or purchase history to determine what kind of messaging might resonate best with them; segmentation allows organizations to efficiently target populations that are more likely to respond positively and return for future purchases.
  • Social integration: the process of integrating social media platforms like Facebook or Twitter with other tools such as email marketing, analytics software or CRM systems – this helps companies better understand how their customers will use different channels in order to reach them on whichever one they’re most receptive (for example if someone is active on Twitter but not Facebook, it might make sense to send a tweet rather than an invite).
  • Software as a service (SaaS): any type of software that’s hosted remotely by another company and accessible through the internet; SaaS offers significant benefits over traditional means because updates can be made without requiring developers to release new versions which require manual installation onto clients’ systems.
  • Tasks: a collection of all the tasks for an organization which are assigned to each team member; in CRM software, you might create a task like “Make phone call” or “Find new leads”.
  • Third-party integration: when one application is able to connect with another and share data – this can be especially helpful if organizations need their customer information from other tools such as marketing automation systems (for example) saved inside CRM systems so that they don’t have to manually enter it at every step along the way.
  • User content: any material that was created by users, including things like posts on social media platforms or feedback submitted through bug reporting forms; user content helps companies understand how customers feel about products or services and can be used to improve customer experience, generate feedback or launch new initiatives.
  • User interface (UI): the way that a computer systems appears on-screen; UI is created by designers who carefully consider how different users might interact with their product in order to make it as intuitive as possible for everyone – some of these considerations include color schemes, graphic design and font choices.
  • User role: a set of behaviors which are assigned to specific people depending on what they do at work; this could include tasks like approving expenses or managing reports from other departments within your company.
  • vCards/VCF file: files saved in vCard format which contain contact information such as email address, phone number etc.; VCards may be stored in and exported from different contact management software or they can be created using a program like Microsoft Outlook.

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