Conceptual Learning Series - Zoho CRM

Familiarise yourselves with CRM terminology via these one-minute conceptual videos.

CRM for Beginners


A "lead" can be defined as a raw prospect who might be interested in purchasing from you, but you don't know for sure, until you follow-up with them further. 



In CRM lingo, a qualified lead is called a contact. Contacts are people who are interested in doing business with you, and with further nurturing and follow-ups are likely to offer business opportunities to you.



A deal refers to a business opportunity that you follow-up on with a customer. Once you bag a deal, it goes through various stages in the sales process until it is closed and won.


Lead Source

The lead source refers to the channel through which your customer finds your business. It could be via a website, trade shows, webinars, email campaigns, social media and cold calls among other sources.


Module Vs Record 

Modules and records in a CRM follow the "rows and columns" concept of a spreadsheet. Data entered into CRM gets grouped into categories called modules (columns). Each entry made into a module is called a record (rows).


Workflow Rules 

Workflow rules are a set of instructions written to automate a set of routine sales activities such as sending emails, assigning tasks, and making data updates in the CRM.



Connect with your customers directly from CRM by setting up an integration with CRM and your telephone provider. This integration is established in Zoho CRM via Telephony. 


Sales Collaboration

When sales activities demand collaboration from different teams, the software deployed to execute these activities should also have the facility to let teams on it collaborate. Find out how Zoho CRM equips companies to let teams work together for better productivity by watching this video. 



Sandbox is a simulation instance that mirrors your existing CRM account so that you can safely test and evaluate all the changes before pushing it to the live account.


User Managemenrt

Mapping roles and permissions of different users to the CRM system and monitoring their usage can be referred to as user management.


Business Process Management

Business process management is the art of designing a process, breaking it down to systematic stages, defining the particulars of each stage, assigning it to the right people and monitoring its progress.


Module relationships

Establishing database relationships constitutes studying how your pieces of data are interlinked, identifying the type of association and setting it up in your database such as a CRM.


Multichannel communication

Multichannel communication facilitates configuration of several communication channels and thereby offers sales details, conversation history all in one place for your teams to function with better sales context in place.


Audit Logs

Audit logs offer you a complete chronological history of CRM activity of each user. You can filter the logs by a user, month, module and other parameters to inspect who added/updated what in CRM, when, and this is a very useful aspect of data administration in CRM.



Customization, in simple terms, refers to "making something your own". When you implement a CRM for sales management, ensure that you can customize the email templates, workflows, fields, user permissions, form layouts and third-party integrations etc.


B2B vs B2C

B2B and B2C are two different forms of commercial transactions. While in the case of the former, a company sells its products or services to another business, the latter indicates a direct form of business between a company and its customers.



Autoresponders are effective tools that are used to automate scheduled follow-ups with your prospects and customers. It is a one-time effort that can be used to ensure that the system gets in touch with your prospects regularly.


Sales territories

A territory is the demarcation of the sales force structure by which customers accounts are grouped and shared with the sales people of an organization. It can be based on various factors such as geography, industry, product line, the expected revenue, verticals, etc.



Sales Signals are real-time notifications that are sent to you right inside Zoho CRM. It notifies you about email opens, clicks, bounces, etc. as it happens, so that there is no delay whatsoever with the next steps and follow-up.


Data Migration

Data Migration is the process of systematically moving data sets. As far as CRM is concerned, it involves a few operational steps in which you could map modules, fields, records etc.


Lead Conversion

Lead conversion is the process by which a company can certify that a lead has moved to the next step in the sales process, and further negotiations with them could lead up to a sale.


Sales Pipeline Management

A sales pipeline can be defined as a systematic set of stages through which you move a deal, right from preliminary qualification to final closure. Sales pipeline management, on the other hand, is the process of devising and monitoring these stages for your organization.


Lead generation

Lead generation is the process of identifying and acquiring potential customers, or leads as they are known in Zoho CRM, from various sources.


Activity follow-up

Activity follow-up refers to the process of keeping track of mainly three types of sales activities, namely, events, tasks, and calls, and associating them to the corresponding customers and prospects.


Data sharing settings

Data sharing settings refers to the process by which a company makes a set of data accessible to users based on their roles and profiles.


Field sales operations

Sales activities that require a field visit to a said location—either the clients' premises or other locations associated with the client— may be referred to as field sales operations.