CRM Terminology: Words That Don’t Mean What You Think

By , August 20, 2015

I’ve spent the past week exploring options for a Sales “Customer Relationship Management” (CRM) system for our company.

Welcome to a world where words don’t mean what you expect.  A “Lead” isn’t really a lead, an “Account” isn’t really an account, and so on.

And different CRM systems use slightly different definitions for certain words, and each introduces slightly different terms to refer to something that’s mostly-but-not-quite the same.

Here’s quick list of key CRM concepts, most of which don’t mean what I expected: User, Employee, Role, Team, Group, Lead, Account, Contact, Opportunity, Target, Campaign, Case, Quote, Invoice, Contract, Document, Activity, Alerts, Calendar, Call, Meeting, Event, Task, Note, Attachment, Project, Template, Report, Workflow, Location, Product.

And here are some helpful web links providing some explanations of what some of these terms mean:



*/ This article is also posted on LinkedIn, at

Leave a Reply


OfficeFolders theme by Themocracy