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CRM+ · Pipeline & revenue
CRM Glossary
Complete Customer Relationship Management Dictionary
Terminology reference for CRM, sales, and marketing—definitions you can use next to the What is CRM? article and the CRM+ module guide for a complete learning path.
Found 59 term(s)
A
A
Account-Based Marketing (ABM)
Marketing
Account-Based Marketing is a strategic approach that focuses on targeting specific high-value accounts rather than casting a wide net, treating individual accounts as markets of one.
Analytics
Features
The systematic analysis of CRM data to identify patterns, trends, and insights that inform business decisions and strategy.
API Integration
Technical
Application Programming Interface (API) Integration allows different software systems to communicate and share data with your CRM, enabling seamless workflows across platforms.
Automation
Features
The use of technology to automatically perform repetitive tasks, workflows, and processes within the CRM system, reducing manual effort and increasing efficiency.
B
B
B2B (Business-to-Business)
General
Business-to-Business refers to commercial transactions and relationships between companies rather than between a company and individual consumers.
B2C (Business-to-Consumer)
General
Business-to-Consumer refers to commercial transactions and relationships between companies and individual end-users or consumers.
Business Intelligence
Features
The use of data analysis tools and techniques to transform raw business data into meaningful insights for strategic decision-making.
C
C
Churn Rate
Metrics
The percentage of customers who stop doing business with a company during a specific time period, indicating customer retention performance.
Cloud CRM
Technical
A CRM system hosted on remote servers and accessed via the internet, offering scalability, automatic updates, and remote accessibility.
Contact Management
Features
The process of storing, organizing, and maintaining customer contact information and interaction history in a centralized database.
Conversion Rate
Metrics
The percentage of prospects or leads that complete a desired action, such as making a purchase or signing up for a service.
Customer Acquisition Cost (CAC)
Metrics
Customer Acquisition Cost is the total expense of acquiring a new customer, including marketing and sales costs divided by the number of customers acquired.
Customer Journey
General
The complete experience a customer has with your company, from initial awareness through purchase and ongoing relationship.
Customer Lifetime Value (CLV)
Metrics
Customer Lifetime Value represents the total revenue a business can expect from a customer throughout their entire relationship with the company.
Customer Segmentation
Features
The practice of dividing customers into groups based on common characteristics, behaviors, or needs to enable targeted marketing and service.
D
D
Dashboard
Features
A visual interface that displays key metrics, data, and performance indicators in an easily digestible format for quick decision-making.
Data Migration
Technical
The process of transferring data from one system to another, often when implementing a new CRM or upgrading existing systems.
Deal Management
Features
The process of tracking and managing sales opportunities through various stages of the sales pipeline until closure.
Drip Campaign
Marketing
A series of automated marketing messages sent to prospects or customers over a predetermined schedule to nurture relationships.
E
E
Email Marketing
Marketing
The practice of sending targeted emails to prospects and customers to promote products, share information, or nurture relationships.
Enterprise CRM
General
Large-scale CRM solutions designed for big organizations with complex needs, multiple departments, and thousands of users.
F
F
Forecasting
Features
The process of predicting future sales performance based on historical data, current pipeline, and market trends.
Funnel
General
A visual representation of the customer journey from awareness to purchase, showing how prospects move through different stages.
H
H
Hot Lead
Sales
A prospect who has shown strong interest in your product or service and is likely to make a purchase decision soon.
I
I
Inbound Marketing
Marketing
A marketing strategy focused on attracting customers through valuable content and experiences rather than interrupting them with ads.
Integration
Technical
The connection between CRM systems and other business applications to enable data sharing and streamlined workflows.
K
K
KPI (Key Performance Indicator)
Metrics
Key Performance Indicators are measurable values that demonstrate how effectively a company is achieving key business objectives.
L
L
Lead
Sales
A potential customer who has expressed interest in your product or service and provided contact information for follow-up.
Lead Generation
Sales
The process of attracting and identifying potential customers who might be interested in your products or services.
Lead Nurturing
Sales
The process of developing relationships with buyers at every stage of the sales funnel through targeted content and communications.
Lead Qualification
Sales
The process of determining whether a lead has the need, budget, authority, and timeline to make a purchase.
Lead Scoring
Sales
A methodology used to rank prospects based on their likelihood to become customers, using demographic and behavioral data.
M
M
Marketing Automation
Marketing
Technology that automatically manages marketing processes and campaigns across multiple channels, enabling personalized customer experiences.
Mobile CRM
Technical
CRM applications designed for smartphones and tablets, allowing users to access customer data and manage relationships while mobile.
MQL (Marketing Qualified Lead)
Sales
Marketing Qualified Lead is a lead that has been deemed more likely to become a customer based on engagement with marketing efforts.
O
O
On-Premise CRM
Technical
CRM software installed and hosted on a company's own servers rather than in the cloud, providing greater control but requiring internal IT resources.
Onboarding
General
The process of integrating new customers or users into your system, ensuring they understand how to use your product or service effectively.
Opportunity
Sales
A qualified lead that has a reasonable chance of resulting in a sale, typically tracked through the sales pipeline.
P
P
Personalization
Marketing
The practice of tailoring marketing messages, content, and experiences to individual customers based on their preferences and behavior.
Pipeline
Sales
A visual representation of where prospects are in the sales process, helping sales teams manage and prioritize their efforts.
Pipeline Management
Features
The practice of overseeing and optimizing the flow of prospects through different stages of the sales process.
Prospect
Sales
A potential customer who has been qualified as having the need, budget, and authority to make a purchase.
Q
Q
Qualified Lead
Sales
A lead that has been evaluated and meets specific criteria indicating they are likely to become a customer.
Quote Management
Features
The process of creating, sending, and tracking price quotes and proposals for potential customers.
R
R
Reporting
Features
The process of generating and analyzing data reports to track performance, identify trends, and make informed business decisions.
Retention Rate
Metrics
The percentage of customers who continue to do business with a company over a specific period of time.
ROI (Return on Investment)
Metrics
Return on Investment measures the efficiency of an investment by comparing the gain or loss relative to the investment cost.
S
S
SaaS (Software as a Service)
Technical
Software as a Service is a cloud-based software delivery model where applications are hosted by a provider and accessed via the internet.
Sales Automation
Features
The use of software to automate repetitive sales tasks such as data entry, follow-up emails, and appointment scheduling.
Sales Funnel
Sales
A visual representation of the customer journey from initial awareness to final purchase, showing conversion rates at each stage.
Sales Pipeline
Sales
A visual representation of where potential sales are in the sales process, helping track progress and forecast revenue.
Segmentation
Marketing
The practice of dividing customers or prospects into distinct groups based on characteristics, behaviors, or needs.
SQL (Sales Qualified Lead)
Sales
Sales Qualified Lead is a lead that has been vetted by the sales team and deemed ready for direct sales engagement.
T
T
Territory Management
Features
The practice of dividing sales regions or customer segments among sales representatives to optimize coverage and performance.
Touchpoint
General
Any interaction or point of contact between a customer and a company throughout the customer journey.
U
U
Upselling
Sales
The practice of encouraging customers to purchase additional or more expensive products or services than they initially intended.
User Adoption
General
The extent to which users embrace and effectively use a CRM system, critical for realizing the full value of the investment.
W
W
Win Rate
Metrics
The percentage of sales opportunities that result in closed deals, indicating the effectiveness of the sales process.
Workflow
Features
A sequence of automated actions triggered by specific conditions or events within the CRM system.
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