ABC of CRM

A

Account:

An Account represents a company, organization, business or a similar entity with whom you do business (and want to track in CRM).
Aka: Customer, Organization, Company

B

B2B Customers and B2C Customers:

Business to Business (B2B) & Business to Consumer (B2C) are the specific process that can be implemented in CRM. In B2B business processes the Account and Contacts working within those Accounts are separate entities. In B2C business process the Account and Contact are the same entities.
Aka: Person Accounts

C

Contact:

CRM Contacts are the individuals or people that your company will have or already has an on-going relationship. CRM Contacts may be qualified (from a Lead) as a potential contact for a sales opportunity at one point. Contacts may also have different types of roles in the Accounts.
Aka: Persons,

D

Dashboard:

Dashboard is a term that is widely used to describe an application interface that provides users with quick access to information or common tasks often represented in graphs and charts. In CRM (customer relationship management) the dashboard is used by management users to monitor business performance and CRM data and reports are often shown in the dashboard to provide a quick and easy overview of current business performance using charts, graphs, and maps. A dashboard can be made up of various Dashboard Components and each component provides a snapshot of key metrics and performance indicator for your organization.
Aka: Leader board

E

Event:

An event is an activity that has a specific start and end time/date. An example of an event is a meeting. (This is unlike Tasks that have only an end date/time).
Aka: Meeting

F

Forecasting:

Forecasts are the projections of sales based on the organization’s fiscal year. Forecasts play a crucial part in the financial planning of your business. Sales forecasting may involve projecting both the short-term and long-term sales performance of a company.
Sales forecasting can be an integral part of CRM and can be used along with Sales Quotas (Sales Targets) as a tool to make tactical sales decisions.
Aka: Forecast

G

Groups :

A group is a set of users that can be used to define data sharing access, give access to features, reports, and can be used for team selling, team support etc.
Aka: Public Groups, Account team, Opportunity Team, Sales Team

H

Hierarchy (Role Hierarchy):

Hierarchy in CRM helps in role-based security to control the access rights of users while working with CRM data and modules, such as leads, accounts, contacts, potentials etc. The Role-based security includes Roles, Data Sharing Rules.
Aka: Role Hierarchy,

I

Influence (Campaign Influence):

Campaign Influence quantifies the impact of every campaign on opportunity creation and close; attributes a dollar value to each touch.
Aka: Campaign Influence

J

Junk Leads:

Junk Leads are the unwanted and useless leads in an organization that can be marked for deletion or archival.
Aka: Junk

K

Knowledge base(Solutions):

Knowledgebase can give internal employees and customers easy access to information that is required to resolve a problem related to service or product. Knowledgebase consists of multiple solutions and one or more individuals in organization can review, edit, publish, and delete solutions.
Aka: Solutions, Knowledge based Support (KBS)

L

Lead:

A Lead is a Person (and / or Company) that hasn’t yet been qualified for your sales pipeline. Typically, these are contacts you make from networking, at tradeshows, seminars, ads and purchased lists (among many other places). When a leads become qualified, they can be converted to Account, Contacts and / or Deals. This process is referred to as lead management.
Aka: Prospect

M

Marketing Campaign:

Marketing Campaign is a specific, defined series of activities used in marketing a new or changed product or service, or in using new marketing channels and methods. CRM Campaigns help in tracking the effectiveness of marketing activities and determine the Return on Investment (RoI) on various marketing campaigns.
Aka: Campaign

N

Networking (Social Networking):

The combination of social networking and CRM provides an enormous opportunity to enrich customer interactions and give businesses a way to manage and measure how they use social networking while successfully engaging social customers.
Aka: Social Marketing, Social Accounts & Contacts

O

Opportunity:

Opportunities track your sales and pending deals. The opportunity is a deal that you have the possibility to close.
Aka: Potential, Deal

P

Pipeline:

A sales pipeline describes an approach to selling, founded on the underlying principles of the sales process. It describes the individual steps salespeople take from initial contact with a potential customer, or prospect, to qualifying that prospect into a lead, and further validating that lead into a sales opportunity followed through the different stages until closed.
It is also user to refer the calculated amount of open opportunities that have a close date within the quarter. For managers, this amount includes open opportunities for them and their entire team.
Aka: Sales Pipeline, Funnel

Q

Quotes:

The Quote is a record showing proposed prices for products and services that is submitted to Clients.
Aka: Proposal, Bid, Quotation

R

Reports:

A reports returns a set of records that meets certain criteria, and displays it in organized rows and columns. Report data can be filtered, grouped, and can be displayed graphically as a chart.
Aka: Analytics

S

Service Request:

Service Request is a detailed description of a customer’s feedback, problem, or question that can be used to track and solve your customers’ issues.
Aka: Case, Ticket

T

Task:

Tasks Represents a business activity which is scheduled for a particular day. Tasks may have a due date or may not have a due date. Examples are – send a proposal, send an email.
Aka: To Do List

U

Users:

Represents a user in your organization that is using CRM.
Aka: Employee, Stakeholder

V

Validation Rule:

Validation Rules improve the quality of your data by verifying that the data a user enters in a record meets the standards you specify before the user can save the record. A validation rule is used to enforce business rules or minimum requirements of data quality.
Aka: Validations

W

Workflow Rule:

Workflow rule or workflow is used to automate the business process. A workflow rule sets workflow actions into motion when its designated conditions are met. They are used to implement business rules.
Aka: Workflow

X

Data eXport & Import:

Data eXport is the process to exports all or few records from your CRM for further processing or for back up. Data Import is the process to Import the records in a CRM entity like Lead, Contact or Account.

Y

analYtics :

Analytics is the combination of reports and Dashboards to analyzing an organization data and information with some filters and criterias which will give the clear cut ideas (securitY)

Z

OrganiZation:

OrganiZation is the company that has implemented CRM. Each deployment of CRM can have multiple end users (employees), its own customizations and data that belong to that organiZation.

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