Master CRM language with quick, easy definitions for sales and marketing.
Get StartedA company or organization you work with. It's your go-to hub for everything tied to them - contacts, deals, notes, and activities - all in one easy-to-find place.
The story your data's trying to tell you. In a CRM, analytics break down sales trends, team performance, and customer behavior, showing you what's really driving growth - so you can make smart, confident, data-backed moves.
Short for Application Programming Interface. Basically, it's the rulebook that lets different software play nice together. In a CRM, an API connects your data with the other tools you use, so everything syncs up automatically - no manual updates, no copy-paste headaches, just smooth, effortless teamwork between apps.
Ad hoc reporting lets you whip up a custom report on the fly - no waiting, no sticking to prebuilt templates. Just pick the data you want, slice it how you need, and boom… you've got instant insights to make the call right then and there.
Technology that teaches computers to “think” and make decisions like humans. In a CRM, AI can spot patterns, predict outcomes, and automate tasks - helping you work smarter, close deals faster, and keep customers happy without breaking a sweat.
The average time it takes to fix a customer issue from the moment it's reported to the moment it's resolved. It's a key metric for measuring efficiency - and faster resolutions almost always lead to happier customers.
The average time it takes for a customer to get their first reply after reaching out. A quick first response sets the tone, builds trust, and shows customers you're on top of things.
Short for business-to-business sales. It's when one company sells products or services to another company, rather than to individual consumers. Think software providers selling to enterprises, or wholesalers supplying retailers. It's all about building long-term relationships and solving business problems.
Short for business-to-consumer sales. This is when a company sells products or services directly to individual customers. Think online shopping, subscription apps, or your favorite coffee shop - it's all about creating great experiences that keep people coming back.
The process of planning, running, tracking, and fine-tuning marketing campaigns. It's about getting the right message to the right people at the right time - and making sure every effort moves you closer to your goals.
Handling customer issues, requests, or inquiries from start to finish. It's about keeping everything organized, making sure nothing slips through the cracks, and ensuring each case is resolved quickly and effectively.
The percentage of customers who stop doing business with you over a certain period. It's a key indicator of customer satisfaction - lower churn usually means happier, more loyal customers.
A customer relationship management system that's hosted online instead of installed on your computer. You can access it anytime, anywhere, from any device - no bulky servers, just your data at your fingertips.
A type of CRM that helps different teams - like sales, marketing, and support - share information and work together seamlessly. Everyone stays on the same page, so customers get a smoother, more consistent experience.
An individual you communicate or do business with. It’s the place to store their details - like name, email, phone number, and notes - so you always have the info you need at your fingertips.
The percentage of people who take the action you want - like signing up, making a purchase, or booking a demo - out of the total who had the chance. It’s a keyway to measure how well your efforts are turning interest into results.
Encouraging customers to buy related or complementary products or services. Think about offering phone accessories when someone buys a new phone - it adds value for them and boosts your sales.
A system or strategy that helps businesses keep track of their interactions with customers and prospects. It's all about organizing contacts, managing sales, supporting customers, and building better relationships to grow your business.
The person who keeps the CRM running smoothly. They manage user access, customize settings, fix issues, and make sure everyone on the team can use the system effectively. Basically, the go-to CRM pro in your organization.
Connecting your CRM with other tools and apps you use, like email, marketing platforms, or customer support software. This lets all your systems work together seamlessly, saving time and keeping your data in sync across the board.
A quick way to measure how happy customers are with your product or service. Usually, you ask them to rate their experience, and the score helps you spot what’s working and what needs improvement.
The entire journey a customer has with your business - from the very first hello to support and beyond. It's all about how they feel at every touchpoint and making sure those moments add up to something positive and memorable.
The valuable info you gather about your customers behaviors, preferences, and needs. These insights help you understand what makes them tick, so you can tailor your products, services, and messaging to serve them better.
The path a customer takes from first hearing about your brand to becoming a loyal fan. It covers every interaction, decision, and customer experience along the way, helping you understand how to guide and support customers at every step.
The customer lifecycle is the full experience customers have with your business, from their very first interaction all the way through repeat purchases and loyalty. Understanding this lifecycle helps you tailor your marketing, sales, and support efforts to keep customers engaged and coming back for more.
Customer Success is all about helping your customers achieve their goals and get the most value from your product or service. It's a proactive approach focused on building long-term relationships, reducing churn, and turning happy customers into loyal advocates.
Data deduplication is the process of finding and removing duplicate records to keep your data clean and accurate. It helps prevent confusion, saves storage space, and ensures your team works with reliable information every time.
Data enrichment means boosting your existing customer info by adding extra details from external sources. This gives you a fuller, clearer picture of your contacts - helping you personalize outreach, spot new opportunities, and make smarter business decisions.
Data privacy is all about keeping your customers’ personal information safe and secure. It means following rules and best practices to protect data from unauthorized access, so customers can trust you with their info.
A dashboard is your personalized control center that displays key data and metrics in one easy-to-read view. It helps you quickly track sales, monitor team performance, and stay on top of what matters most-all at a glance.
A deal is a potential sale or business opportunity you’re working to close. It tracks everything from initial contact to final agreement, helping you stay organized and focused on moving prospects through your sales pipeline.
A drip campaign is a series of automated emails or messages sent out on a schedule to nurture leads or customers over time. It keeps your audience engaged by delivering the right info at the right moment-without you lifting a finger.
Email marketing is sending targeted messages or promotions to your contacts inboxes to build relationships, share updates, and drive sales. It's a powerful way to stay connected, nurture leads, and keep customers coming back through effective email campaigns.
Encryption is like locking your data with a secret code so only authorized people can read it. It keeps sensitive information safe from hackers and ensures that your customer data stays private and secure.
First Response Time measures how quickly you reply to a customer's initial message. A fast first response shows customers you're attentive and ready to help - making a great first impression and boosting satisfaction.
Forecasting is predicting future sales, trends, or customer behavior based on past data. It helps you plan smarter, set realistic goals, and stay ahead of the game.
GDPR is a set of rules that protect people's personal data and privacy. GDPR compliance ensures businesses handle customer information responsibly and securely, keeping data safe and following privacy laws.
A helpdesk is the support hub where customer questions, issues, and requests are managed and resolved. With helpdesk software like YoroDesk, your team can stay organized and deliver quick, effective solutions that keep customers happy.
A KPI is a measurable value that shows how well you're achieving key business goals. Tracking KPIs helps you stay focused, spot trends, and make data-driven decisions to boost performance.
A lead is a person or company that has shown interest in your product or service and could become a customer. It's the starting point of your sales process, where you begin building a relationship and moving them closer to a deal.
Lead nurturing is the process of building relationships with potential customers by providing helpful content and timely follow-ups. It guides leads through the buying journey, turning interest into action.
Lead scoring assigns values to leads based on their actions and characteristics, helping you prioritize which prospects are most ready to buy. It makes your sales process smarter and more efficient.
Marketing automation uses software to automatically send emails, track customer behavior, and manage campaigns-saving you time while delivering personalized messages that engage and convert leads.
Mobile CRM lets you access your customer data and manage sales right from your smartphone or tablet. It keeps you connected and productive on the go, so you never miss a beat.
NPS measures how likely your customers are to recommend your business to others. It's a simple way to gauge customer loyalty and spot areas where you can improve.
On-premise CRM is software installed and run on your company's own servers and computers. It gives you full control over your data and customization but requires in-house IT support.
Open-source CRM is customer management software with its code publicly available, allowing businesses to customize and extend it freely. It offers flexibility and control without licensing fees.
An opportunity is a qualified sales prospect with a real chance to close a deal. Tracking opportunities helps your team focus on the hottest leads and manage the sales pipeline effectively.
Operational CRM focuses on streamlining your day-to-day customer interactions, like sales, marketing, and support. It helps automate tasks, manage contacts, and improve customer service efficiency.
Personalization means tailoring your messages, offers, and experiences to each customer's preferences and behavior. It makes your interactions more relevant, boosting engagement and loyalty.
A pipeline is a visual way to track all your sales opportunities as they move through different stages-from initial contact to closing the deal. It helps you spot bottlenecks and keep deals moving forward.
Real-time data is information that updates instantly as events happen. Having access to it means you can make quick, informed decisions and respond to customer needs without delay.
Reports compile your data into clear, easy-to-understand summaries that show performance, trends, and results. They help you track progress, spot opportunities, and make smarter business decisions.
Role-based access controls who can see and do what within your system based on their job role. It keeps sensitive info secure while giving each team member the right level of access to do their job.
Sales automation uses technology to handle repetitive sales tasks-like follow-ups, data entry, and scheduling-so your team can focus on closing deals faster and building relationships.
The sales cycle is the step-by-step process your team follows to turn a prospect into a customer-from the first contact to closing the deal. Knowing your sales cycle helps you plan and predict revenue better.
The sales funnel maps out the journey prospects take-from discovering your business to becoming customers. It helps you visualize where leads drop off and where to focus your sales and marketing efforts.
A sales manager leads and motivates the sales team, sets targets, tracks performance, and ensures deals close smoothly. They're the driving force behind hitting revenue goals and growing the business.
A sales rep is the frontline salesperson who connects with leads, presents your product or service, and works to close deals. They're key to building relationships and driving revenue.
Segmentation is the process of dividing your contacts into smaller groups based on shared traits like behavior, location, or interests. It helps you send more targeted, relevant messages that get better results.
A self-service portal lets customers find answers, submit requests, and solve issues on their own-anytime, anywhere. It reduces support workload and gives users faster, hassle-free help.
SLAs are formal commitments that define the expected level of service between a company and its customers-like response times and issue resolution. They help set clear expectations and keep everyone accountable.
A support agent is the person who helps customers solve problems, answers questions, and ensures a smooth experience. They're the friendly voice behind your customer service, working to keep clients happy and satisfied.
Third-party integration connects your CRM with external apps and services-like email, marketing tools, or accounting software-so everything works seamlessly together, saving time and boosting productivity.
A ticketing system organizes customer requests and issues into “tickets” so your support team can track, prioritize, and resolve them efficiently. It ensures nothing falls through the cracks and every customer gets timely help.
A touchpoint is any moment a customer interacts with your brand-whether it's visiting your website, getting an email, or chatting with support. Managing touchpoints well creates a smooth, positive customer experience.
Triggers are automated actions that happen when specific conditions are met-like sending a follow-up email after a form is submitted. They help streamline workflows and keep your sales and support running smoothly without manual effort.
Upselling means encouraging customers to buy a higher-end product or add extra features during their purchase. It's a smart way to increase revenue while giving customers more value.
Virtual workplace management is about organizing and supporting remote teams using digital tools to stay connected, collaborate, and get work done efficiently-no matter where everyone is. It's essential for modern businesses embracing flexible work.
Workflow automation uses technology to handle repetitive tasks automatically-like sending reminders, updating records, or assigning tasks-so your team can focus on what really matters and get more done faster.