CRM terms with their meanings

CRM Glossary

A

Account

Organization or company a user wants to track in CRMnext, for example, a customer, partner, or competitor. Companies, which are either existing customers or prospects for your organization.

Active

Checkbox option at the user management that specifies the status of a user. An active user can log in and use the features of the service. An inactive user no longer has access to log in.

Active Currency

(Multi-Currency Organizations Only). The currency in which the organization does business. Only active currencies can be entered in opportunities, forecasts, and other items.

Active Users

Information displayed in company information that indicates the number of live users for your organization.

Activity (Calendar Events/Tasks)

Planned task or event, optionally related to accounts, contacts, leads, opportunities, contracts or cases.

Activity History

Related list of account, contact, lead, opportunity, or case detail page that displays completed tasks, logged phone calls, expired events, outbound emails, and merged documents for the record and its associated records.

Accept

At the contract approval request, accept means the request is accepted.

Administrator (CRMnext System Administrator)

One, or more individuals in your organization who can configure and customize CRMnext. Users assigned System Administrators role have a right to complete functionality of CRMnext.

Agent

A staff member in CRMnext who may be assigned incidents and Live chats with end users, and who may also maintain contact and organization records.

Alerts

These are system generated alerts for big deals. New lead, new case, escalation

All day event

At appointments, all day event marked means you are booked for the complete day on that appointment/ visit

Approval request

At contracts the approval request refers to raising an online request for getting the contract approved.

Attachment

A tab available on accounts, leads, contacts, templates contracts and opportunities where you c an attach any document related to them

B

Billing address

This address refers to the address on which all correspondence and bills are to be forwarded.

Best Case Amount

Revenue projection in a forecast that identifies total "possible" revenue for a specific month or quarter. For managers, this should equal the total amount of revenue they and their entire team might possibly generate.

Bulk Import

This is the option available at leads, accounts, contacts and tasks by which you can import 1000 data at a time.

C

Campaign

A marketing initiative, such as an advertisement, direct mail, or conference that you conduct in order to generate prospects and build brand awareness.

Campaign Member

Any lead or contact associated with a campaign.

Campaign ROI (Return On Investment)

The campaign ROI is the return on your marketing investment. Use the Campaign ROI Analysis Report to analyze the ROI. The ROI is calculated as the net gain (Total Value Won Opps - Actual Cost) divided by the Actual Cost. The ROI result is expressed as a percentage.

Case

Detailed description of a customer's feedback, problem, or question. Used to track and solve your customers queries.

Case Capture (Web-to-Case)

Functionality that lets you gather customer support issues and feedback on your company's website and then generate cases in CRMnext using that data.

Case Number

A system generated number whenever a new case is logged

Check - in

A check - in document means it is not available in the DMS and is being used by someone for upgrade or edit. When a 'check - in 'document is loaded back the version changes.

Check - out

A check - out document means it is available for a user to edit and amend.

Clone

Button or link that allows you to create a new item by copying the information from an existing item, for example, a contact or opportunity.

Closed

Calculated amount of closed/won opportunities for a given quarter. Displays on forecast detail and edit pages. For managers, this amount includes closed/won opportunities for them and their entire team.

Close Date

Estimated date to close an opportunity. The close date determines the month for which that opportunity is added to your forecast.

Collapsible Sections

Sections on detail pages that users can hide or show.

Competitors

Rival companies that pitch for the same sales Opportunities as you. Related list that displays competitor names, strengths, and weaknesses entered for a specific opportunity.

Company default

In the custom page layout, company default means that the layout will be set to the original layout and all customization will be lost.

Contact

Individuals you know in an Account and interface with. Information stored about the individuals associated with your accounts.

Contact Role

Role that a contact plays in a specific account, contract, or opportunity, for example Decision Maker, Evaluator. You can mark one contact as the "primary" contact for the account, contract, or opportunity. A contact may have different roles in various accounts, contract, or opportunities.

Contract

Contract is an agreement between two or more businesses that lists the terms and conditions among the things that they agree to, and related to some business.

Convert

A option (Button or link) that allows you to change a qualified lead into an account, contact, and, optionally, an opportunity. Information from the lead fields is transferred into the appropriate account, contact, and opportunity fields.

Cookies (security)

Client-specific data used by some web applications to store user and session-specific information. CRMnext issues a session "cookie" only to record encrypted authentication information for the duration of a specific session.

Corporate Currency

(Multi-Currency Organizations Only) Reflects the currency in which the corporate headquarters reports revenue. All currency conversion rates are based on the corporate currency.

Collaboration

At the campaigns collaborations refers to Issues and requirements.

Competition

Competition means recording relevant information about your competition in CRMnext in relation to the opportunity.

CSV (Comma Separated Values)

A file format with commas separating one column value from the next. Each row is delineated by a carriage return.

Currency Locale

The country or geographic region in which the organization is located. This field affects the format and display of currency amounts. Not shown in organizations that use multiple currencies.

Custom Fields

Fields that can be added in addition to the standard fields to customize CRMnext for your organization's needs.

Custom Links

Custom URLs defined by administrators to integrate your CRMnext data with external websites and back-office systems.

Customizable Forecasting

A revised forecasting module that allows organizations to customize forecasts for their organization's business process.

Custom View

See View.

D

Dashboard

Visual representations of your custom report data. You can create several dashboard components within a dashboard to give you a real-time snapshot of corporate metrics and key performance indicators.

Decimal Places

Parameter for number, currency, and percent custom fields that indicates the total number of digits you can enter to the right of a decimal point, for example, 4.98 for an entry of 2.

Default Time Zone

Primary time zone in which the organization is located. affects users' calendars and the times of activities. A user's individual Time Zone setting overrides the organization's Default Time Zone setting.

Default Currency

The currency you want to keep for daily transactions. You have options to set default currency.

Description

Field that can be used to include any detailed information about the item.

Detail

Information displayed for specific accounts, contacts, opportunities, and other records. Also, term used in reports to distinguish between summary information and inclusion of all column data for all information in a report. You can toggle the Show Details/Hide Details button to view and hide report detail information.

Document Library

A place to store documents without attaching them to accounts, contacts, opportunities, or other records.

Duration

At the appointments this refers to the duration of the appointment.

Dynamic mailing list

Dynamic mailing list refers to a constantly updating mailing list. On predefined criteria as and when a new entry is made in CRMnext which matches the criteria it adds to the mailing list.

E

Export to Excel

Option to save displayed report information to a separate CSV (comma separated values) file, which you can then view and manipulate in Excel.

Email opt out

No auto emails to be sent to the customer who is checked for email opt out.

End date

A date when the task will end or get completed.

Escalation

Escalation is a tracking method by which the lead or task gets allocated to the next level.

F

Field-Level Security

Settings that determine whether fields are hidden, visible, read only, or editable for users based on their profiles. Available in Enterprise and Developer Editions only.

Filter

Filters are used to get the desired data from the expected fields.

Fiscal Year

Field on the company information that specifies whether your organization's fiscal year is named for the starting or ending year.

Fiscal Year Start Month

Field on the company information that specifies the starting month of the organization's fiscal year.

Focus

At the campaigns this refers to the focus of the campaign.

Folder

A central place to store documents, email templates, and reports. Folders are available for all organizations.

Forecast/Commited Amount

Amount entered in a forecast that an individual salesperson is reasonably confident of closing in a particular month or quarter. For managers, this should equal the amount that they and their team can confidently close.

Forecast Category

Determines the category to which an opportunity is attributed in a forecast. The default category setting for an opportunity is tied to its stage, as set in the Stage picklist. To update the Forecast Category for a particular opportunity, you must edit that opportunity's forecast.

Forecasts

Projections of sales revenue based on quarters in the organization's fiscal year.

Function

Built-in formulas that you can customize with input parameters. For example, the DATE function creates a date field type from a given year, month, and day.

G

Group scheduling

Group scheduling means recording an appointment in CRMnext where other members and common resources are used. Check for the availability and block online

H

Home

Starting page from which users can choose sidebar shortcuts and options, view current tasks, appointments, Alerts and relevant dashboards.

HTML

HyperText Markup Language is the set of markup tags within a text file that tells a browser how to display the contents of the file.

History (Case)

History on cases refers to detailed history of the case.

I

Import

Option available to import existing information from other sales manager and desktop program tools.

Inactive Currency

(Multi-Currency Organizations Only) Currencies that the organization no longer uses. You may have existing records that use inactive currencies, but you cannot enter new amounts in inactive currencies.

Issues

Issues is the place where points which need discussion and thoughts are recorded.

ISO Code

The International Organization for Standardization country code, which represents each country by two letters.

J

No Glossary items for this entry.

K

Knowledge Base

An information store for CRM and whitepapers.

L

Layout

See Page Layout.

Language

The language for a specific interface that determines, in part, what answers are visible for viewing by end users.

Lead

Information on a potential sales opportunity or prospect; individuals who have expressed some interest in your product or company.

Lead Capture (Web-to-Lead)

Functionality that lets you gather registration or profile information on your company's website and then generate leads using that data.

Lead rating

Rating means whether a lead is cold, hot or warm.

Length

Parameter for custom text fields that specifies the maximum number of characters (up to 255) that a user can enter in the field. Parameter for number, currency, and percent fields that specifies the number of digits you can enter to the left of the decimal point, for example, 123.98 for an entry of 3.

Letterhead / Template Name

Determines the basic attributes of an HTML email template. Users can create a format that includes attributes like background color, logo, font size, and font color.

Licenses

Information displayed in company information that indicates the number of users that may access CRMnext for your organization. This is the number of licenses for which you are billed.

List View

See View.

List Price

The price of a product in a custom price book.

Local name

The value stored for the field in the user's or account's language. The local name for a field is associated with the standard name for that field.

Lookup

Popup dialog available for some fields that allows you to search for a new item, such as a contact, account, or user. See Search for information on which fields you can search via the lookup dialog. In addition, if the Quick Create section is enabled for all tab home pages (see Customizing Quick Create), you can create new records in the lookup dialog.

M

Mail Blaster

Sending bulk emails from CRMnext for an email campaign.

Mass update

Adding a similar thing to multiple entries

Merge

Merger means checking for duplicate entries, and then retaining the one with latest information while updating the unfilled fields.

Managers (Marketing)

Marketing Managers who have complete access to Marketing Operations.

Managers (Sales)

Sales Managers who have complete access to Sales Operations.

Managers (Support)

Customer Support Managers who have complete access to Customer Support Operations.

Marketing User

Marketing Executives who have restricted access to Marketing Operations and who can manage campaigns. Administrators can designate someone as a Marketing User by selecting the Marketing User checkbox in the user's personal information. Only Marketing Users have access to create, edit, and delete campaigns and configure advanced campaign setup. In order to use the campaign import wizards, Marketing Users must also have the Marketing User profile (or the "Import Leads" permission).

Master Picklist

A complete list of picklist values available for a record type or business process.

Member Status

The status of a lead or contact in relation to a campaign. For example, a lead or contact could have a member status of "Planned," "Sent," or "Responded" at different stages of an email campaign.

N

Notes

Miscellaneous information pertaining to specific accounts, contacts, leads, and opportunities.

O

Opportunities

Information on specific sales and pending deals that you want to track.

Opportunity Stage

Status or stage of completion of a particular opportunity, for example, Prospecting, Proposal.

Organization

Company signed up to use the service.

Org Drill Down (Reports)

Ability to show a roll-up of results in a report based on your organization's role hierarchy. For instance, you can view report results for yourself only, for your team, or for your entire organization.

Outlook Edition

Outlook Edition enables you to log your Microsoft® Outlook® email messages in CRMnext.

Outlook for CRMnext.com

Software you install on your computer that allows you to synchronize your CRMnext data with Outlook or your Palm device Operations. At Documents tab operations refers to activity like edit.

Owner

Individual user to which an item (for example, contact, case) is assigned.

Ownership

Account field that describes whether the associated company is a subsidiary, or is a private or publicly held company.

Omitted

At forecast you mark an opportunity as omitted means not to be included in the forecast.

P

Page Layout

The organization of fields, custom links, and related lists on a record detail or edit page. Use page layouts primarily for organizing pages for your users.

Parent Account

Organization or company that an account is affiliated with or owned by. By specifying a parent for an account, you can get a global view of all parent/subsidiary relationships using the View Hierarchy link.

Parent Category

The category directly above the category to which a solution belongs to. See Category for more information.

Percent (%) Quota

Calculated value in forecasts that indicates what percentage of the quota a salesperson is confident of closing. This amount is the Forecast Amount divided by the Quota.

Personal Currency

(Multi-Currency Organizations Only) A user's default currency for quotas, forecasts, and reports. This must be one of the active currencies for your organization.

Personal Information

User information including personal contact information, quotas, personal group information, and default sales team.

Picklist

Selection list of options available for specific fields, for example, the Industry field for accounts. Users can choose a single value from a list of options rather than make an entry directly in the field.

Picklist (Multi-Select)

Selection list of options available for specific fields. Multi-select picklists allow users to choose one or more values. Users can choose a value by double clicking on it, or choose additional values from a scrolling list by holding down the Control key while clicking a value and using the arrow icon to move them to the selected box.

Picklist Values

Selections displayed in drop-down lists for particular fields. Some values come predefined, and other values can be changed or defined by an administrator.

Pipeline

Calculated amount of open opportunities that have a close date within the quarter. Displays on forecast detail and edit pages. For managers, this amount includes open opportunities for them and their entire team.

Price Book

A list of products that your organization sells.

Primary Contact

Field in company information that lists the primary contact for your organization. Also indicates the primary contact associated with an account, contract, or opportunity. Specified as a checkbox in the Contact Roles related list of an account, contract, or opportunity.

Printable View

Option on most detail pages that shows a print-ready view of that record and all associated data. Also an option on reports that shows the report in a print-ready Excel format.

Participants

At campaigns participants refers to the target audience

Priority

At tasks and cases priority identifies the importance level

Private event

Means an event only for you to view. At appointments when you mark it as private event, it is visible only to you.

Private

Checkbox for individual opportunities, notes, or attachments which specifies that only the record owner and administrators can view the information.

Probability

Percentage estimate of the confidence in closing a specific opportunity. Probability is linked to opportunity Stage.

Professional Edition

Product designed for businesses which need full-featured CRM functionality.

Products

Items or services that you sell to your customers. You can create a Product and associate it with a price in a price book.

Product Family

A picklist field o products that you can customize to categorize types of products.

Profile

Defines a user's permission to perform different functions within CRMnext. For example, the Solution Manager profile gives a user access to create, edit, and delete solutions.

Public Calendar

A calendar in which a group of people can track events of interest to all of them (such as marketing events, product releases, or training classes) or schedule a common activity (such as a team vacation calendar). For example, your marketing team can set up an events calendar to show upcoming marketing events to the entire sales and marketing organization.

Published

Checkbox on a solution that indicates the solution has been published to your organization's Self-Service portal.

Q

Queue

A holding area where you can put cases or leads to help you manage your workload or differentiate between levels of support.

Quota

The revenue goal assigned to a user on a monthly and quarterly basis. A manager's quota should equal the amount she and her team are expected to generate together

Quicklinks

A link located on each page for each creating an account, contact, opportunity, lead quickly.

R

Read Only

One of the standard profiles to which a user can be assigned. Read Only users can view and report on information based on their role in the organization.

Recent Items

List of links in home page sidebar for most recently accessed accounts, campaigns, contacts, leads, opportunities, and cases.

Record

Term used to describe information stored in the database. Corresponds to the entry of a particular item, for example, an account, opportunity, or case.

Record Type

A field available for certain records that can include some or all of the standard and custom picklist values for that record. Record types are special fields that you can associate with profiles to make only the included picklist values available to users with that profile.

Related List

Section of a record or other detail page that lists items related to that record. For example, the Stage History related list of an opportunity or the Open Activities related list of a case.

Relationship

A connection between two data-storage objects, used to create related lists in page layouts and detail levels in reports. Matching values in a specified field in both objects are used to link related data; for example, if one object stores data about companies and another object stores data about people, a relationship would allow you to find out which people work at the company.

Report Visibility

Refer to the viewer ship right for the report.

Report

Information you can display or print that provides a summary of your data.

Report Display Name

Short, descriptive label for a user role that may be included in reports and other detail listings.

Reject

At the contract approval request this means the request is rejected.

Related Opportunities

At the competition tab this refers to the opportunities with which the competition is linked.

Report to

At contacts this refers to the person ( a user) whom the contact reports to.

Requirements

Any new requirements from your organization, product and others are recorded here.

Responses

At the requirement tab this refers to responses among users regarding the requirement

Report Name

Name you can assign to a custom report when you save it.

Report Question

Description of custom report that appears in the list of available custom reports.

Reports To

Field in user role information that indicates the position they report to within an organization, for example, the California Sales Rep might report to a VP of Western Sales. Also, a contact field that refers to the contact's manager or supervisor.

Resource Calendar

A calendar in which multiple people can coordinate their usage of a shared resource such as a conference room or printer.

Role

Assigned responsibility of a user, partner account, or contact for specific accounts and opportunities. Administrators can define user roles in the organization setup. Individual users can assign specific partner and contact roles for accounts and contacts.

S

Sales Price

The price of a product on an opportunity. This can be different than the product's standard or list price.

Sales Team

A sales team is a set of users that normally work together on sales opportunities. A typical sales team might include the account manager, the sales representative, and a pre-sales consultant. You can specify the sales team for each opportunity that you own.

Sales Representative

Sales Executives who have restricted access to Sales Operations

Save

Button or link on most pages that you can click to save changes. Also, an option on reports that saves parameter changes to one of your own custom reports or a public report (administrators only).

Save As

Option on any standard, public, or custom report to save the parameters of the report without altering the original report. It creates a new custom report with your saved changes.

Save & New

Alternative "save" on most pages with which you can save your current changes and create a new entry.

Search

Feature that lets you can search for information that matches specified keywords. You can enter a search from the Search section of the sidebar column, or perform an advanced search by clicking Advanced Search in the sidebar.

Select Condition/Criteria

Condition on particular fields that qualifies items to be included in a view or report, for example, "State equals California."

Search Layout

The organization of fields included in search results, in lookup dialogs, and in the key lists on tab home pages.

Self-Service

A web portal feature that allows your customers to search your organization's knowledge base to find answers to their questions and to submit new cases to your customer support team.

Send email

CRMnext sends email to the emails address mentioned.

Show/Hide Details

Option available for reports that lets you show/hide the details of individual column values in report results.

Short Name/Alias

Name that provides an alternate reference to an individual username. Used in displays when the username is too long.

Shipping address

Address where the client wants to receive his goods

Show thread

Lists all the activities related to the lead on one single printable sheet.

Sidebar

Column appearing on the left side of each page that provides links to search, recent items, and other resources.

Solution

Detailed description of the resolution to a customer issue.

Solution Manager

One or more individuals in your organization who can review, edit, publish, and delete solutions. Typically, these individuals are product experts with excellent written communication skills and advanced knowledge in a particular area of your product. When creating or editing users, assign the Solution Manager profile to give users this privilege.

Support Executive

Customer Support Executives who have restricted access to Customer Support Operations.

Stage Duration

In opportunity reports, the number of days the opportunity was in the stage listed in the Stage column.

Stage History

Related list on an opportunity detail page that lists changes in status and stage for the opportunity.

Standard Price

Price for a product that is included in the Standard Price Book.

Standard Price Book

Automatically generated price book containing all your products and their standard prices.

Status

Field in activity or case detail that indicates progress or status.

Stage

At opportunity stage means the stage of the opportunity - prospecting, negotiating, closed.

Stage due date

At opportunity stage due date means the date on which the opportunity will go to the next stage.

Start Date

Start date refers to the date on which the activity has begin.

Static mailing list

Static means a mailing list with fixed member details, can only be updated on editing.

Synchronize

Transfer and merge your data with Outlook or your Palm device so that you can access critical information when you are not connected to the Internet.

T

Tasks

Tasks are a list of activities that you wish to perform.

Task bar links

Links on tabbed pages that provide quick access to the most common operations available for a particular page, for example, creating a new account.

Text

Data type of custom field that allows entry of any combination of letters, numbers, or symbols, up to a maximum length of 255 characters.

Text Area

Data type of custom field that allows entry of up to 255 characters on separate lines.

Toolbox

Toolbox is a list of some administrative features related to the topic. The access to these features depends on the role of the user.

Time Zone

Primary time zone in which the user works. Used to coordinate a user's calendar, especially in organizations where users are working in different time zones. A user's individual Time Zone setting overrides the organization's Default Time Zone setting.

Type

Categorization of the type of an account or opportunity, for example, analyst, competitor, or partner for accounts and new or existing business for opportunities.

Task Type

Refers to nature of the task whether it is sales call, telephone call, service call etc.

Templates

These are standard formats stored in CRMnext under the marketing tab for standard communication.

U

Useful Links

See Web Links.

V

Value

At opportunity value refers to the value or amount of the opportunity.

View

A list display of items (for example, accounts or contacts) based on specific criteria. CRMnext provides some predefined views, and you can create your own custom views, too.

Visibility

Attribute of views that determines who in your organization can see and select a view.

W

Web Integration Links

See Custom Links.

Web Links

See Custom Links.

Web-to-Case Response Rules

A set of conditions based on any attribute of the case that determines the email template to use when responding to cases captured online.

Web-to-Lead Response Rules

A set of conditions based on any attribute of the lead that determines the email template to use when responding to leads captured online.

X

No Glossary items for this entry.

Y

No Glossary items for this entry.

Z

No Glossary items for this entry.