CRM Terminology

1. Dashboard

• The Dashboard is the main control panel in a CRM system. It gives users an at-a-glance overview of the most important data and performance indicators.

• Users can customize their dashboard to show metrics such as:
o Total leads generated.
o Sales figures for the month.
o Pending tasks or follow-ups.
o Campaign performance metrics.

• Why It’s Important: Dashboards help users track their goals, monitor real-time performance, and make quick, data-driven decisions.

2. Lead

• A Lead is someone who shows interest in your product or service.

• Leads are tracked from their initial interaction with the company until they either become customers or drop off.

• Leads are categorized by stages in the sales funnel:
o Suspect: A potential lead you’re unsure about.
o Prospect: A qualified lead who has shown genuine interest.

• Examples of leads:
o A person who fills out a form on your website.
o Someone who calls to inquire about your service.

3. Contact

• Contacts store information about people or organizations you deal with.

• Examples include names, emails, phone numbers, job titles, and company details.

• Contacts can belong to:
o Leads (a prospective customer).
o Existing customers (for follow-ups or upselling).

• Why It’s Important: Organized contact data ensures smooth communication and builds strong relationships.

4. Order

• An Order represents a customer’s request to buy your product or service.

• It includes details like the items ordered, quantities, pricing, and payment information.

• Orders may progress from:
o Quote → Confirmed Order → Delivery → Invoice.

• Why It’s Important: Helps track sales and ensures timely processing of customer requests.

5. Task

• A Task is an activity assigned to a user, like:
o Making a follow-up call to a lead.
o Preparing a quotation.
o Scheduling a meeting.

• Tasks come with deadlines and can be marked as completed once done.

• Why It’s Important: Tasks ensure that no critical actions are forgotten or delayed.

6. Support

• The Support module handles post-sales issues like:
o Customer complaints.
o Service requests.
o Warranty claims.

• Example: A customer who buys software may request technical support through this module.

• Why It’s Important: It ensures customer satisfaction, builds loyalty, and prevents churn.

7. Receipts

• A Receipt is proof of payment made by the customer for products or services.

• It contains details like the amount paid, payment method, and transaction date.

• Why It’s Important: Keeps financial records organized and simplifies auditing.

8. Products

• The Products module lets you manage your offerings, including:
o Item names.
o Pricing.
o Categories or groups.
o Units of measurement (e.g., pieces, kilograms).

• Why It’s Important: A well-defined product catalog speeds up order processing and ensures consistency.

9. Campaign

• A Campaign refers to marketing efforts aimed at generating leads or promoting your brand.

• Examples:
o Email marketing campaigns.
o Social media advertisements.
o Product launch promotions.

• Campaigns can be tracked to measure their success (e.g., how many leads were generated).

10. Manage

• The Manage section in CRM is used for administrative tasks such as:
o Adding and editing records.
o Configuring system settings.
o Managing users and roles.

• Why It’s Important: Ensures the CRM is tailored to meet the business’s specific needs.