Account
A company or organization record that groups related contacts, deals and activities.
Sales & CRM
CRM Glossary: Customer Relationship Management
Terms for managing leads, customers, sales pipelines, campaigns and support.
22 terms · Updated 12 November 2026
A1 term
C9 terms
Campaign
An organized marketing effort, such as an email series or event, whose results are tracked in the CRM.
Churn
When customers stop buying or cancel their subscription. Churn rate measures how often this happens.
Contact
An individual person stored in the CRM, along with their details and communication history.
Conversion Rate
The percentage of leads or prospects that become paying customers.
CRM
Customer Relationship Management. Software to manage customer contacts, interactions and the sales pipeline in one place.
Cross-selling
Offering related products or services that complement what a customer has already bought.
Customer 360 View
A single screen showing everything about a customer: details, orders, payments, tickets and conversations.
Customer Lifecycle
The stages a customer goes through, from awareness and purchase to retention and loyalty.
Customer Segmentation
Grouping customers by traits such as industry, location or buying behavior for targeted outreach.
F1 term
Follow-up
A scheduled action, such as a call or email, to continue a conversation with a lead or customer.
L3 terms
Lead
A potential customer who has shown interest but has not yet bought anything.
Lead Scoring
Giving leads points based on profile and behavior to show which ones are most likely to buy.
Lead Source
Where a lead came from, such as a website form, referral, event or advertisement.
O1 term
Opportunity
A potential sale with an expected value and closing date being tracked in the pipeline.
P1 term
Prospect
A qualified lead who fits your target customer profile and is being actively pursued.
Q1 term
Quotation
A document offering products or services to a customer at a stated price, valid for a limited time.
S4 terms
Sales Forecast
An estimate of future revenue based on the deals currently in the pipeline.
Sales Pipeline
A visual view of deals moving through stages from first contact to closing.
SLA
Service Level Agreement. A commitment on how quickly issues will be responded to and resolved.
Support Ticket
A record of a customer question or complaint that is assigned, tracked and resolved.
U1 term
Upselling
Encouraging an existing customer to buy a higher-value version of what they already use.
No matching terms found.
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