Fireberry CRM Glossary

A2A (Agent-to-Agent) is a protocol that enables AI agents, even from different companies, to communicate and collaborate seamlessly.

An AI agent is a type of software powered by artificial intelligence that performs tasks on behalf of a human, often autonomously or with minimal input.

An AI CRM is a customer relationship management (CRM) platform that uses artificial intelligence (AI) to improve and automate various aspects of CRM processes. This article explores its key components, real-world applications, future advancements, and more.

A company (or department within a company) that your organization is currently doing business with or plans to do business with in the future. One or more customers can be associated with an account.

Account based marketing (ABM) is a highly targeted B2B marketing approach that focuses on identifying and engaging high-value accounts rather than casting a wide net for potential leads.

Sales activities are the actions taken by sales professionals to engage with prospects, nurture relationships, and ultimately, close deals. These activities are essential for driving revenue and growing a business.

Agent attrition, also known as agent turnover, refers to the rate at which agents leave a call center. This glossary entry explores the causes of agent attrition and how customer relationship management (CRM) software can help reduce it.

An auto dialer is a system that automatically dials phone numbers from a set list, connecting agents to live calls. This speeds up the outbound calling process, improving the customer experience and helping agents to be more efficient.

Automatic call distribution (ACD) is a telephony system used in call centers to auto-route incoming calls to the most appropriate agent or department based on criteria such as skill level, availability, and previous interactions.

Behavioral segmentation is a powerful marketing strategy that categorizes customers based on their actions and interactions with your business. Learn more about it in our comprehensive glossary page.

Zia suggests the best time to call or email a customer based on the day or time they usually answer the calls or reply to emails.

A card-like view, displayed inside the record detail page, that holds important information about a contact. It gives a quick preview of the contact's details.

CRM (Customer Relationship Management) is a comprehensive system that helps businesses manage and analyze customer interactions and data throughout the customer lifecycle.

CRM customization refers to the process of adapting a CRM system to suit the specific requirements and workflows of a business. It involves modifying the software's features, functionalities, and interfaces to align with the organization's unique processes, goals, and industry requirements.

CRM dashboards provide real-time insights and visualizations of sales and customer data, enabling businesses to make informed decisions and efficiently track performance.

A CRM email template is a pre-designed email format that businesses use to send consistent, personalized, and professional emails through their CRM system.

CRM integration plays a crucial role in helping businesses manage customer relationships effectively. In this article, we'll explore what CRM integration is, its benefits, how it works, and best practices to ensure successful integration.

CRM automation refers to the use of technology to streamline and optimize customer relationship management (CRM) processes.

Call center call recording is the process of capturing and storing audio interactions between call center agents and customers for quality assurance, training, and compliance purposes.

A Call Detail Record (CDR) is a data record that contains information about telecommunication transactions. It is generated by a telecommunications service provider or a telephone exchange system for each telephone call or communication session.

Call queuing is a system that manages incoming calls by placing callers in a virtual waiting line and directing them to the most suitable agent based on predetermined rules. This optimizes call center efficiency, streamlines customer interactions, and improves the overall service experience.

Call routing automatically directs calls to the appropriate agent, department, or resource within a company based on predefined rules and criteria. This process helps streamline call center operations and improve customer service.

Computer Telephony Integration (CTI) refers to the seamless integration of telecommunication systems with computer systems. It enables computers to manage telephone calls, allowing for more efficient and effective communication processes.

A view that lets you customize the interface of the list view and record details page by using design elements like background image, color, fonts, sections, tables, icons as field labels, and more.

This article explains how a 360-degree customer view in your CRM can transform your customer relationships, improve marketing campaigns, and drive business growth.

Customer churn, also known as client churn, refers to the percentage of customers who stop doing business with a company over a given period.

In today’s customer-centric world, understanding the customer journey is key to building lasting relationships and driving growth. In this article, we’ll explore the customer journey, its importance, and how it connects to marketing and CRM.

Insights, preferences, and data collected about customers in order to develop a comprehensive understanding of their needs and behaviors.

Customer lifetime value (CLV) measures the total revenue a customer is expected to generate for a company throughout their relationship. It’s a key metric for businesses, as it provides insights into customer profitability and can inform marketing and sales strategies.

A visual representation of organization's key metrics. Dashboards include charts, KPIs, comparators, target meters, cohorts, quadrants, and anomaly detectors.

It offers various features such as Functions, Connections, Widgets, and APIs to customize and integrate with your own or third-party applications with ease.

Drip campaign marketing is a communication strategy that involves sending a series of pre-written messages to customers or prospects over time. Read on to learn more — including how to run a drip campaign yourself.

Duplicate detection is the process of identifying and managing duplicate data within a system to maintain data accuracy and consistency.

The different editions of Zoho CRM made available to the customer. They can choose from the Free, Standard, Professional, Enterprise, and Ultimate Editions.

An email marketing journey is an essential aspect of any content marketing strategy. Read our glossary to learn more about email marketing journeys — including their benefits and how to implement one at your business.

Email Response Management System (ERMS) software is a vital tool for businesses aiming to manage and organize their inbound and outbound emails effectively. This software streamlines email communication processes, enhances response times, and improves overall customer satisfaction.

An email sequence is a chain of pre-written emails automatically delivered to subscribers or customers, designed to nurture leads, increase engagement, and drive conversions.

Templates that allow you to send one message to multiple recipients.

Engagement score is a metric that helps you quantify the level of engagement your customers have with your brand.

A messaging platform that allows you to openly share your views, have important discussions with your team in real time, and speed up the decision-making process.

An automated action that updates the value in a field when triggered by a workflow rule such as 'Welcome Email is Sent' or 'Payment Status is Paid'.

An inbound marketing funnel is a visual representation of the buyer's journey, from the initial awareness stage to the final purchase. It consists of three main stages: top of the funnel (TOFU), middle of the funnel (MOFU), and bottom of the funnel (BOFU).

The General Data Protection Regulation in Zoho CRM is designed to meet the privacy rights set by the EU.

The gamification element to Zoho CRM. Gamescope makes sales more fun through contests and awards.

Growth hacking is a strategy that involves testing unconventional approaches to achieve rapid growth. Read our in-depth glossary page to learn more.

A bill or commercial document issued by the seller to the buyer which includes the products, quantities, and the price agreed upon for products or services.

A high touch customer is a client who prefers or requires a higher level of personalized attention and interaction. These customers often value a more hands-on approach from businesses and seek a deeper connection beyond just the transactional aspect of a purchase.

The process of gathering data from various external sources and transferring them to Zoho CRM.

An inbound call center is a pivotal component of customer service operations for businesses of all sizes. It serves as a central hub where customers can call in to seek assistance, make inquiries, or place orders.

Interactive voice response (IVR) is an automated phone solution that streamlines customer service by managing incoming calls, capturing relevant data, and ensuring callers reach the right person or team within a business.

A bill or commercial document issued by the seller to the buyer which includes the products, quantities, and the price agreed upon for products or services.

A software development environment used for developing Java applications and applets. This includes the Java Runtime Environment (JRE), an interpreter/loader, compiler, archiver and document generator.

A card-based view that displays data in an organized manner. The Kanban View segregates data on leads based on their status, or categorizes sales based on their stages in the pipeline.

A lead capture form is an essential tool for acquiring new leads and fostering customer relationships. It collects contact information and other data in exchange for valuable content, offers, or services.

Lead conversion refers to the process of turning a prospective customer, known as a lead, into a paying customer. It involves nurturing the lead through various stages of the sales funnel until they make a purchase or complete a desired action.

The percentage of leads that ultimately become paying customers.

Lead pipeline is a visual sales roadmap that tracks and manages potential customers' journey, aiding businesses in prioritizing and converting leads efficiently.

Lead validation is a process that checks and verifies the accuracy of potential customer information. Discover more about it in our comprehensive glossary page.

Prospective customers who have shown interest in your product or company. Here, we will dive into how CRM systems can support the lead generation and management process.

Marketing campaign ROI is an important metric for evaluating the effectiveness of your marketing efforts. This glossary page covers more about what it is, why it’s important, and how to measure it.

Mobile CRM puts the power of customer relationship management in the palm of your hand, allowing you to access and update customer information on the go, ensuring you never miss a beat.

An omnichannel contact center integrates multiple customer communication channels into a single system, providing a seamless and consistent customer experience across all touchpoints.

A visual representation of potential sales opportunities in various stages of the sales process, providing insights into the health and progress of a company's sales efforts.

An outbound call center is a centralized hub where agents make outgoing calls to customers or prospects on behalf of a business. It serves as the proactive arm of a business's customer communication strategy, focusing on initiating contact with customers or prospects rather than waiting for inbound inquiries.

Personalization tools enable businesses to create tailored customer experiences, enhancing engagement and driving conversions. This glossary page breaks down common types of personalization tools, why marketing personalization is important, and more.

Predictive behavior modeling is the process of using data and statistical algorithms to predict future behaviors based on past actions and behaviors. It involves analyzing historical data to identify patterns and trends, which can then be used to forecast future actions.

Sales cadence refers to a structured and systematic sequence of sales activities and interactions designed to engage prospects and guide them through the sales process. It involves a combination of communication channels, such as emails, phone calls, and social media, with specific timings and touch points to optimize prospect engagement and conversion.

A crucial concept that guides businesses in understanding and optimizing the journey a customer takes from being a prospect to becoming a loyal customer.

Sales management software streamlines and automates the sales process, enabling businesses to effectively track leads, manage customer interactions, and optimize sales performance.

Sales optimization is the process of refining and improving a company's sales strategies, techniques, and operations to maximize efficiency, effectiveness, and revenue generation. It involves identifying and implementing strategies to streamline the sales process, improve sales performance, and increase the likelihood of converting leads into customers.

Effective sales pipeline management is the backbone of any successful sales organization. It allows businesses to track, analyze, and optimize their sales activities to achieve consistent revenue growth. In this post, we'll delve into the key aspects of sales pipeline management and how it can elevate your sales game.

This glossary page explains everything you need to know about targeted campaigns — marketing strategies focused on specific audiences to boost conversion rates and overall sales.

Team Inbox Management refers to the process of efficiently managing and organizing incoming emails or messages within a shared inbox that is accessible to multiple team members. It involves collaborating on and handling incoming communications to ensure prompt responses, improved productivity, and a seamless customer experience.

Ticket management is the process of organizing, prioritizing, and resolving customer support requests (“tickets”) using a centralized system. It enables businesses to handle customer inquiries efficiently by ensuring support teams operate at their best.