Fireberry CRM Glossary

Welcome to our CRM glossary page, your go-to resource for understanding common CRM terms and concepts in Customer Relationship Management. Whether you're a seasoned professional, or new to CRM, this guide has something for everyone.

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AI CRM

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.

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Account

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.

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Activities

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.

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Agent Attrition

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.

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Auto Dialer

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.

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Automatic Call Distribution

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.

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Best Time to Contact

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.

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Business Card View

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.

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CRM

Practices, strategies, and tools that companies use to analyse and improve customer relations, and drive sales growth.

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CRM Customization

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.

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CRM Dashboards

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

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Call Center Call Recording

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.

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Call Detail Record (CDR)

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.

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Call Queuing

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.

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Call Routing

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.

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Call Telephony Integration (CTI)

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.

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Canvas View

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.

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Customer 360 View

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

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Customer Knowledge

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

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Dashboards

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

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Developer Space

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

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Edition

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

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Email Response Management

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.

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Email Templates

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

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Engagement Score

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

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Feeds

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.

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Field Update

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'.

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Funnel Inbound Marketing

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).

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GDPR Compliance

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

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Gamescope

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

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Hierarchy Preference

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.

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High Touch Customer

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.

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Import

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

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Inbound Call Center

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.

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Interactive Voice Response (IVR)

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.

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Invoice

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.

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Java SDKs

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.

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Kanban View

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.

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Lead Conversion Process

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.

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Lead Conversion Rate

The percentage of leads that ultimately become paying customers.

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Lead Pipeline

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

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Leads

Prospective customers who have shown interest in your product or company.

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Mobile CRM

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.

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Omnichannel

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

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Opportunity Pipeline

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.

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Outbound Call Center

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.

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Predictive Behavior Modeling

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.

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Sales Cadence

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.

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Sales Funnel

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

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Sales Management Software

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

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Sales Optimization

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.

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Sales Pipeline Management

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.

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Team Inbox Management

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.

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Ticket Management

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.

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