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CRM Glossary- A,B,C


  • AccountOrganization or company a user wants to track through CRMnext, for example, a customer, partner, or competitor. Companies, which are either existing customers or prospects for your organization.
  • AcceptAt the contract approval request stage, accept means the request is accepted.
  • ActiveCheckbox 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 UsersInformation 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 HistoryListing of open and closed activities for records which is displayed on the details page. Information related to completed tasks, logged phone calls, expired events, outbound emails and merged documents for the record and its associated records can be accessed.
  • 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.
  • AgentA staff member in CRMnext who may be assigned incidents and Live chats with end users, and who may also maintain contact and organization records.
  • AlertsThese are system generated alerts for big deals, new lead, new cases, escalations and more that can be displayed on the summary page or sent as an email and SMS.
  • Alert RulesAlert Rules are of multiple types and can be created using the customization toolbox. They ensure that proper attention is given to compliance and business strategies. The four types of rules are - Help, Notification, Highlight and Validation.
  • All day eventFor appointments, if an all day event is marked, it means you are booked for the complete day for that meeting.
  • ApprovalsApprovals are details of a particular record related to an Issue, Payment, Requirement, Account, Case or Contract that are submitted to a designated 'Approver' and include a related Contact and status code to ensure effective follow-ups.
  • Archival ProcessData Archival Process moves records from one database to another. The records that are very old and are no longer required for daily transactions can be removed using this process. It also helps to delete records from a database, which in turn ensures that the production database is kept light.
  • AssetsAssets are specific products that a customer has purchased from competitors or the User's organization including a serial number, date of installation or any other information related to an individual sale.
  • Assignment RulesAn organization's lead generation and support processes can be automated through assignment rules. Each rule consists of multiple filter criteria that specify on what basis records should be assigned to specialized users or teams.
  • AttachmentA tab available on accounts, leads, contacts, templates contracts and opportunities where you can attach any document related to them
  • Auto ResponseAuto Response rules are created based on any attribute of incoming mails and can send pre-defined responses as SMS and email using auto-populated templates.


  • Backup HistoryAn organization can sign up to receive backup files of their CRMnext data through the Data Export Service. The Backup History page displays details of date, status, type and reason.
  • Best Case AmountRevenue 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.
  • Big Deal AlertsThese are custom alerts used by an organization to automatically send email notifications to specific employees for opportunities (deals) whose total amount is above a particular limit.
  • Billing addressThis address refers to the address on which all correspondence and bills are to be forwarded.
  • BudgetA Budget helps to plan and manage the amount that needs to be spent on marketing for a particular campaign.
  • Bulk ImportThis is the option available at leads, accounts, contacts and tasks by which you can import 1000 data at a time.
  • Business Process DesignerThe Business Process Designer is an administration tool used to define a process for opportunities. The process can be complex or simple and various alerts, tasks, tutorials, etc. dependent on various stages can be incorporated.


  • Call ScriptsCall Scripts are records within CRMnext that contain a series of questions with their associated answers. A score can be assigned to each answer and the total can be used to determine if the related lead should be qualified.
  • CampaignA marketing initiative, such as an advertisement, direct mail, or conference that you conduct in order to generate prospects and build brand awareness.
  • Campaign MemberAny lead or contact associated with a campaign.
  • Campaign ROI (Return On Investment)The campaign ROI is the return on your marketing investment. A 'Campaign ROI Analysis' Report can be used to ascertain gains on the basis of won opportunities.
  • CaseCases are a detailed description of a customer's feedback, complaint or queries. These records are used to track and ensure optimal efficiency in providing an accurate resolution.
  • 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 NumberA system generated number whenever a new case is logged
  • CategoryA label you can apply to a solution to group similar solutions together. Solution categories help customer support representatives find solutions faster when solving cases. If you use the Self-Service portal or the Public Knowledge Base, your customers can browse solutions by category to find what they need.
  • Check-inA 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-outA check-out document means it is available for a user to edit and amend.
  • CloneButton 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 OpportunitiesCalculated amount for closed/won opportunities in 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 DateEstimated date to close an opportunity. The close date determines the month for which that opportunity is added to your forecast.
  • CollaborationFor campaigns, collaborations refers to Issues and Requirements related to a particular record.
  • Collapsible SectionsSections on detail pages that users can hide or show.
  • CompetitorsRival 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 defaultIn the custom page layout, company default means that the layout will be set to the original layout and all customization will be lost.
  • ContactIndividuals you know in an Account and interface with. Information stored about the individuals associated with your accounts.
  • Contact RoleRole that a contact plays in a specific account, contract, or opportunity, for example- Decision Maker, Evaluator, End User, etc. Users 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.
  • Content LibraryThe Content Library consists of Workspaces which can contain official and personal information that can be securely viewed or downloaded from anywhere through a CRMnext login. Multiple types of files can be uploaded and tagged to make them easily searchable and accessible from multiple locations.
  • ContractContract is an agreement between two or more businesses that lists the terms and conditions based on their mutual agreement for a product or service.
  • ConvertA button or status code on a user's interface that allows them to change a qualified lead into an account, contact and an opportunity. Information from the lead's fields are transferred to their relevant record through field mapping.
  • Convert TweetCRMnext enables users to capture conversations listed on a user's interface from Twitter. After using checkboxes to select relevant ones, users can click a button - 'Convert to Case' or 'Convert to Lead' displayed under the listing of Tweets.
  • 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.
  • CSV (Comma Separated Values)A file format with commas separating one column value from the next. Each row is delineated by a carriage return.
  • CTI IntegrationCRMnext seamlessly integrates with third-party computer-telephony integration (CTI) systems and has effective features for outbound predictive dialing and inbound call distribution (ACD) plus interactive voice response (IVR).
  • Currency LocaleThe 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 FieldsFields that can be added in addition to the standard fields for customizing CRMnext for your organization's needs.
  • Custom LinksCustom URLs defined by administrators to integrate your CRMnext data with external websites and back-office systems.
  • Customer Services AutomationCustomer Services Automation enhances performance using rules, alerts, escalations and assignments to ensure efficient follow-ups for customers' complaints, requests and queries.
  • Customizable ForecastingA revised forecasting module that allows organizations to customize forecasts for their organization's business process.
  • Customize Page LayoutsCustomize Page Layouts is an option under an object's customization toolbox for ensuring user interfaces for new/ edit and details pages are user friendly. Page layouts can be optimized using tabs, sections and custom fields to enhance navigation and reduce the time required to create and edit information.
  • Custom ViewSee View.


In today's world, CRM can bring numerous advantages to an organization. Though, the model is not entirely without risks, with a well-planned strategy and implementation framework companies can implement CRM successfully resulting in better productivity and customer satisfaction.

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