8 Glossary

Activity

In Total Enterprise CRM, you use Activities to track all interactions with customers, vendors, and prospects and then build your to-do list based on these interactions.

Assign

Assigning a record to a user/employee by specifying its owner. You can assign an activity, such as an e-mail message or phone call to other users or groups.

Auto-response

It is an email feature that sends a standard pre-defined response automatically whenever an email message is received.

Call

A "Call" is a way to record, plan and track telephone calls to allow a full detailed history of the interaction with the customer to be kept. There are two types of call: Scheduled and Unscheduled.

Column heading

This is the text used in the first row of grid and it labels the data in each column.

Competitor

Any company or organisation that might compete for sales opportunities or other activities with your business or organisation.

CRM

CRM stands for "Customer Relationship Management". "Customer Relationship Management" is a strategy for managing and organizing a company’s interactions with customers and sales prospects.

Company

A company is any account, corporation or organisation with which you might do business or might do business.

Contact

Companies are businesses while contacts are individuals working within those businesses. Contact can be called a person who represents a customer or expected customer or an individual person related to a company.

Campaign

A campaign is a type of activity where we are approaching to a customer. It can be called a record for storing the details about a marketing struggle that may use multiple tasks to reach customers.

Calendar

The purpose of the calendar in CRM is to monitor activities and services reserved for customers. You can use use the Calendar tab to create/view activities such as calls, meetings, and tasks.

Dashboards

Dashboards contain items called "Dashlets" which are individual items. The system will have a number of pre-defined dashlets, but for customization purposes you can create as many as needed.

Dictionaries could be defined as lookup values. These are often used in drop-down controls. Common dictionaries are the values in drop-down controls.

Data Source will eventually be renamed to “Entity”. The “New Data Source” button invokes a wizard to create a new data source, or entity. A Data Source can be any entity and can have many complex relationships. Built in Data Sources include Company, Contact and Opportunity.

Document

The CRM contains a simple document management system that allows multiple versions of documents to be stored and categorized inside the system. The documents are then available for use elsewhere in the system (for example, emailing).

Exporting

"Exporting" records can be performed quickly and easily from every grid in the system. Existing formatting and grouping is preserved in the export operation making it ideal for the production of adhoc reports.

Events

Events are used for things like breakfast briefings, seminars, fundraising activities or trade shows.

Form

Its like a page with some fields. It displays blank fields for detailed information that users have to enter about a specific record, such as all information about a company or contact. Information that users enter in a form is directly stored in CRM as a record.

Grid

In almost every screen of CRM system, you can see a set of tables which contain related records (only one type of records are present in one column). This table is called grid.

Groups

Groups are teams of users who share and collaborate on business records across assigned roles.

Large organisations with multiple customer bases often use more than one groups to control data access and define security roles for each group so that users can access records only in their own group. Smaller or medium organisations/businesses with one customer base may need just one group of users.

Import

"Import" is a process for uploading data from a comma-separated value (CSV) file to Total Enterprise CRM as records using the Import Wizard.

Job is used for scheduling jobs (based on workflow) to run periodically. For example, you could set up a job that emails pending invoices every day at 1am.

Leads

In Total Enterprise CRM, leads are used to keep track of expected business that you haven't yet utilized through your sales process. A lead may be someone you've never done business with or prospective business with an existing customer.

Meetings

A meeting is like an Outlook meeting – it has a place, attendees, recurrence schedules and a description. The meetings can also be linked to people, contacts or marketing campaigns and, again, meetings can be made to link easily with other activities.

Notes

A note is a simple text field (with optional file attachment) that can be added to any entity in the database. At the bottom of each form you can see a set of tables which contain related records (this grid is shown on the “ Contact” form).

Order

An order can be called a quote that has been accepted by your customer i.e a confirmed request for delivery of services (or goods) based on pre-defined terms.

Opportunity

An opportunity is an expected sale or probable revenue from a company or contact.

Project

A Project is best described as a collection of tasks. For example, if I wished to send a trade a Project could be used containing tasks such as “ Create content”, “Layout Content”, “Print Newsletter”, and “Send Newsletter”. Rather than have these as unrelated tasks in the system, Projects provide a useful way to organize things into logical groups which can be followed up and easily managed.

Privilege

Its a user's right to perform some specific actions or to perform some task. Privileges are assigned by system administrators.

Probability

Something that is likely to happen. For example, the probability of a sale.

Quick Access Toolbar

The Quick Access Toolbar is a customizable toolbar containing a set of commands those are independent of the active tab of CRM's Ribbon i.e. the tab that is currently displayed.

Reporting is used to define specific reports. This is a convenient way to include Microsoft Report Writer (.rdl) files in the CRM.

Ribbon

The Ribbon in Total Enterprise CRM is just like the ribbon in Microsoft Office 2007. It is designed to facilitate you quickly find the commands that you need to complete a task in your mind.

Record

All the information about a specific item is stored in an entry in the CRM database, it is called record such as a company or contact. You can view information about records in grid in the form of a list, and you can also view or edit detailed information about records in a form by double-clicking on it.

Security Roles

These are defined sets of privileges. A security role specifies how different types of records can be accessed by one category of users. Roles are a way to limit what a user group can view and functions they can perform.

Tab

Commands in Ribbon are organized in logical groups, which are collected together under some tabs. Each tab relates to some specific type of activity.

Tag

A tag is a word or phrase which can be associated with a record (or records) inside the CRM. Tags are used as a way to classify records in an ad-hoc way, where it may not make sense to add additional fields into the CRM System.

Tasks

Tasks are like Tasks in Outlook – they represent a ”to-do” item of some sort. In Tall Emu CRM Studio a task may be attached to one or more item, for example, a person and a company. The cross referencing function allows searching of tasks based on a variety of different values, which is useful when trying to establish priorities and uncompleted activities.

User

Any person who has an active user account in Total Enterprise CRM system can be called a user. As user is someone who can log into the system, so this can either be:

- An employee user

- A contact user

Contact users would be used, for example, for customers who log on via a website to change their contact details or buy via the shopping cart.

Web form

A web form is a form on a website, such as a "Contact Us" form, or, on sales and marketing focused sites - a details capture form which requests users provide some details before some other page (video, ebook) is presented to the user.

Workflows

Business processes can be automated by creating workflows and applying them to records or allowing Total Enterprise CRM system to apply them automatically according to some pre-defined rules.