A consolidated profile of the customer curated from sales, marketing and support experience with them.

 

Administrator

A user who has access to manage other users, their account privileges, configure settings and the applications in the tool.

 

The central hub where the Owner and CRM Plus Administrators manage the entire platform. From the admin panel, you can add users, assign applications, configure single sign-on (SSO), review usage, and manage the subscription.

Analytics

The tool that helps you look into detailed insights from dashboards across all applications, to make data-driven decisions.

API(Application Programming Interface)
API is a set of rules and protocols that let applications to communicate and exchange data amongst each other.

Applications
Individual services within CRM Plus are called applications. For example, Zoho Desk is an application within CRM Plus.

Application owners
Users who own a particular service in CRM Plus. For example, a user can be an owner in Zoho CRM, Desk, Social, etc.

Backstage

An event management module that helps to plan and execute both online and offline events end-to-end.

The dashboard that unifies all your marketing projects, and lets you manage them from a single place.

 

The email marketing module used to curate, send, and track email campaigns.

 

Cliq

A team collaboration and instant-messaging tool that helps you stay in touch with your team.

Command Center

The module that helps to orchestrate customer journey through touchpoints, and automate it to ensure reduced manual interventions.

CRM

The tool that helps you manage leads, track deals throughout the customer lifecycle, and maintain customer relationships.

CRM Plus

A unified platform that brings together sales, marketing and support efforts to deliver exceptional customer experiences.

 

CRM Plus administrator
A user who has administrative privileges in CRM Plus, allowing him or her to access all applications and perform all operations.

Customer Experience Platform
A set of tools used to define, monitor and improve the experience provided to customers throughout the customer lifecycle.

 

Customer Lifecycle

The whole journey of a customer right from brand awareness, to the final purchase. For example, a prospect first discovers a product through an ad, signs up for a webinar, gets a demo, and eventually becomes a loyal customer. This is the entire customer lifecycle.

 

Any interaction the customer has with the brand like a website visit, social media message, or a support ticket.

Deluge
Zoho's proprietary scripting language (Data Enriched Language for the Universal Grid Environment). Deluge is used to write custom functions, custom buttons, and integrations across Zoho applications.

Desk

The support and tickets management module that helps you manage customer tickets received across various channels like telephone, email, chat and social media.

 

Email campaign
A series of marketing emails sent to a targeted set of customers/subscribers with the goal of driving engagement or awareness.

KPI(Key Performance Indicator)
A value used to measure how effectively teams achieve their goals and objectives. Some mostly used key-performance indicators in customer experience are conversion rates, average resolution time, cost per lead, and so on.

Lead
A lead is a person or organization that has shown specific interest in your product/service but has not declared their intent yet. For example, a person who visited your website and signed up for a newsletter showing some interest in your product or service.

Landing Page
The module that helps you build and launch high-converting product landing pages with minimum efforts and optimize them for conversion.

Lead Nurturing
The process of building a relationship with a lead over time through targeted communication, eventually guiding them towards taking a particular action.

Lite users
Users who are only assigned to Analytics, Projects or as Light Agents in Desk are called Lite Users.

Marketing Automation
The module that helps you personalize your customer's marketing journey and create multi-channel campaigns to reach out to your audience.

Organization

An organization is how your company is represented inside the Zoho interface. All your data exists within your organization.

 

Owner
The primary contact person of the organization.

PageSense
A website performance tracking tool that helps to analyse website behaviour and helps optimize webpages to provide the best user experience.

Portal

A self-service interface that customers can log in to view their account details, or take any actions inside the interface.

Projects

The project management module that helps to give detailed insights into individual tasks inside a project, team coordination and time tracking.

Prospect
A lead who has expressed genuine intent of buying, and fits the target customer profile. For example, a person who comes across an ad for a customer experience platform, visits the website to learn more, but has not yet made a purchase.

The tool that organizes your inbox based on the priority of which deals matters the most to your sales people.

 

SalesIQ

The visitor tracking and live chat tool that enables businesses to monitor, and keep their visitors engaged in real-time, to convert them into leads eventually.

 

Segmentation
The process of dividing a larger customer group into different smaller groups based on distinct characteristics for targeted marketing and communication.

 

Silos

Isolated systems that work independently and fail to work together and share information with each other.

Social
The tool that helps monitor, publish to, and track all your social media channels from one place.

Subscription Manager
Subscription Manager is a privilege given to a user to handle payments inside Zoho CRM Plus. On obtaining this privilege, a user will be listed as a "Subscription Manager" under the subscription manager component.

Super Admin

The original user who sets up the account first is the super admin and the role is responsible for managing users, assigning roles and permissions and configuring settings throughout the account. For example, when a new employee joins the organization, a super admin can assign the appropriate role and grant or restrict access to applications.

Survey
A customer feedback management tool that helps to collect, receive, and track customer feedback through customized forms.

Unified analytics
Reports combining data from sales and marketing into a single view, so it's easier to view all data from one place without switching tools.

A person who has login credentials and can access the applications. Their level of access is defined by the roles and permissions assigned to them.

 

Webhook
An HTTP callback that sends real-time data from a CRM Plus application to an external URL when a specified event occurs. Webhooks are commonly used to connect CRM Plus with third-party systems.

Webinar

The tool that helps you host webinars, video-conferences or product training sessions securely within the platform.

Workflow Rule

A set of instructions that are executed automatically, if certain conditions are met. Workflow rules can be set up to send automatic emails, update fields, and create tasks. 

Zia

Zoho's built-in AI assistant built to work across the Zoho ecosystem, to automate tasks and boost productivity as you navigate the business world.