CRM Glossary: Handle the Arty And Crafty Notions

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CRM Glossary: Handle the Arty And Crafty Notions

Recently, CRM became an effective tool that helps business to humanize and make their customer-vendor relationships more emotional. All this ends in increased trustworthy and higher level of client’s loyalty. However, business owners sometimes get confused with the notions and find it hard to understand what can they do with this module or tool.

Usually, different CRM vendors have a standard set of modules that may differ in the titles, but perform the same work. In this post, we draw up a CRM glossary that covers the main notions of such CRM platforms like Salesforce, SugarCRM, Insightly and Zoho CRM.

CRM Software: Make It Clear

As long as CRM is a growing industry, you should be aware of its types and exactly what they mean. So, here are comprehensive definitions of the CRM system itself.

  • Customer relationship management software is a strategy that helps to facilitate business processes, understand customers and offer a quick and effective response to their needs. Generally, CRM system includes
      • operational (sales and marketing automation),
      • collaborative (interaction with clients and cross-department communication), and
      • analytical (report and forecasting abilities) elements.
  • On-premise CRM requires installation and locates on the company’s hardware, and hosted by IT department. There is no limitation in data storage, but the system needs constant updating.
  • On-demand or cloud CRM, is hosted by a CRM vendor and stores the company’s data online. It enables the simultaneous access to the data by all company workers via any device with the internet connection.
  • Social CRM is a strategy that focuses on the interaction, engagement and transaction with customers via social media channels.

CRM Glossary: Flash Out Default Modules

The most popular CRM among small businesses and large organizations - Salesforce, SugarCRM, Insightly, and Zoho - provide their users with the following standard modules.

  • Leads (except Insightly) are the potential prospects or customers who are interested in your product or company.
  • Contacts are the people your company has business relationships, for example, customers, partners, vendors or suppliers. Usually, they are qualified as a potential sale opportunity.
  • Accounts (within Insightly it is called Organizations) are the companies, organizations or separate people to whom you sell your products or services.
  • Opportunities (within Zoho it is called Potentials) are the revenue-creating events that require tracking along the sales stages to a closing.
  • Campaigns (except Insightly) are the marketing efforts of various projects that aim to engage more leads and customers into a sale process.
  • Tasks (Zoho and Salesforce call them Activities) are the actions with a time limit signed up for a certain worker.
  • Reports are the sets of records that are generated by a workflow tool. You can customize filters to the specific needs of your company.
  • Emails (except Salesforce and Zoho) is a built-in email tool that can be synchronized with other boxes.
  • Documents or Files (except Insightly) are the shared within the company records or information. They can be sorted into folders and have some access limitations.

Apart from these on default entities, each of platforms has its own CRM glossary. So, let’s figure out these modules and their definitions.


  1. Dashboards are the layouts that show reports data, charts, tables, etc.
  2. Chatter is the in-house support and data sharing tool that works like a live-chat.
  3. Products are a page layout that describes the types and sets of product or service you offer.
  4. Forecast is a tool that allows to set up a budget and the awaited income of a campaign, project or deal.


  1. Quotes are the records that show the prices of product or service, usually generated from the opportunity.
  2. Calls are a feature that allows you to set up and schedule the phone calls to your prospects.
  3. Meetings are an agenda of in-house staff gathering or meeting with customers.


  1. Notifications are the alerts that workers receive when there are some updates or changes in the system. As a rule, you can set up a specific conditions for their sending out.
  2. Projects are a page layout that shows the stages of each deal, as well as allows to track the changes and generate milestones and tasks.

Zoho CRM

  1. Visits are a built-in visitor tracking tool that offers you a real-time website monitoring and capture this hot leads.
  2. Feeds are a portal that shows the recent activity of the CRM users and enables them with an ability to communicate with the software.

Different CRM solutions share the same standard tools that offer their users the facilitation of business running. However, you can find some various features that are provided by a specific CRM to enhance and improve company’s performance. The comprehension of the main CRM modules will help you to use them more practically and effectively what eventually brings you to revenue growth.

P.S. Wish to migrate your data to or from Salesforce, SugarCRM, Insightly or Zoho? The automated service Trujay may switch your data automatedly and securely. Forget about complex coding and long-lasting copy/pasting. Set up a free Demo Migration and evaluate the benefits of a web-based service.

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