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An A to Z Forex CRM Glossary


Account Management: Refers to the management of detailed information about individual customer accounts, usually to understand and serve them better.

Automation: The process of using software or technology to perform tasks automatically rather than manually, often seen in CRMs for repetitive tasks like emails and reminders.

Analytics: Tools or functionalities within a CRM that help interpret and analyze data to derive meaningful insights.

API (Application Programming Interface): A set of routines, protocols, and tools that allows different software applications to communicate with each other.


Business Process Automation (BPA): The strategy of automating complex business processes and functions beyond basic tasks.

B2B (Business-to-Business): Refers to companies that sell products or services directly to other businesses.

B2C (Business-to-Consumer): Refers to companies that sell directly to consumers.

Benchmarking: A process of comparing one’s business processes and metrics to industry bests.


Contact Management: Organizing and tracking all interactions with potential and existing customers.

Cloud-Based CRM: A CRM system where the software and data are stored on remote servers and accessed via the Internet.

Campaign Management: Tools within a CRM that assist in organizing and analyzing marketing campaigns.

Conversion Rate: The percentage of potential customers who take a desired action, such as making a purchase or signing up for a newsletter.

Customer Journey: The total sum of experiences that customers go through when interacting with a company or brand.

Customer Churn: The percentage of existing customers that stop using your products or services during a specific time frame.


Dashboard: A visual interface within the CRM that provides a snapshot of key metrics and performance indicators.

Data Mining: The process of analyzing vast sets of data to identify patterns and trends.

Database: A structured set of data held in a computer, especially one that is easily accessible in various ways.

Deployment: The method by which a CRM solution is made available to users, e.g., cloud or self-hosted.


E-CRM (Electronic Customer Relationship Management): Utilizes Internet, intranet, extranet, and other digital channels to support CRM functions.

Engagement: The interaction between a brand and its customers, encompassing everything from website visits to social media interactions.

Enterprise CRM: A comprehensive CRM solution that addresses the varied needs of a large organization.

External Integration: The ability of a CRM system to link and share data with other external systems and software.


Forecasting: Using historical data to predict future sales or customer behaviors.

Funnel: A visual representation of the customer journey, often used in sales to depict stages from lead generation to conversion.


Gamification: The application of game-design elements in non-gaming contexts, like CRMs, to motivate and engage users.

Graphical User Interface (GUI): A visual way for users to interact with a software program, including buttons, icons, and windows.


Hosted CRM: A system hosted by a third-party provider, accessible via the Internet.

Hybrid CRM: Combines the features of traditional and cloud-based CRM systems.


Integration: The process of making different software systems work together seamlessly.

Interactive Voice Response (IVR): Technology that allows customers to interact with a company’s phone system via voice or keypad input.

Intranet: A private network used by companies to share information among employees.


Journey Mapping: Visual representation of a customer’s entire experience with a company, from initial contact to ongoing relationship.


Knowledge Base: A centralized repository of information, FAQs, and resources, often integrated into CRM systems to aid customer service.


Lead: A potential sales contact, individual, or organization expressing interest in your goods or services.

Lead Scoring: A methodology used to rank leads based on their potential to convert into a customer.

Lifecycle Stages: The various stages a lead passes through in the sales process, such as prospect, qualified lead, opportunity, or customer.


Mobile CRM: CRM applications designed for mobile devices like smartphones and tablets.

Multichannel: Interacting with customers across multiple channels, such as email, phone, social media, and in-person.


Nurturing: The process of building relationships with potential customers even if they are not currently looking to buy a product or service.

PLUGIT Forex CRM Glossary


On-Premise CRM: CRM software installed locally on a company’s computers and servers.

Opportunity: A qualified lead that has a high likelihood of becoming a customer.

Outbound Marketing: Marketing strategies that involve reaching out to potential customers directly, as opposed to waiting for them to come to you.


Pipeline: Represents the stages of the sales process, from initial contact to sale.

Predictive Analytics: Using data, statistical algorithms, and machine learning techniques to identify the likelihood of future outcomes.


Query: A request for specific information from a database.


Retention: A company’s strategies to keep its customers and reduce attrition or churn.

ROI (Return on Investment): Measures the profit or loss made on an investment relative to the amount of money invested.

Reporting: The process of collecting and presenting data in summaries for reviewing and analyzing business performance.


SaaS (Software as a Service): A software distribution model in which applications are hosted by a third-party provider and made available to customers over the Internet.

Segmentation: The process of dividing a market into distinct groups that might require separate products or marketing strategies.

Social CRM: Integrating social media channels into CRM systems to engage and interact with customers.


Touchpoint: Any point of interaction between a brand and a customer.

Tracking: Monitoring and recording interactions and transactions with customers.


User Experience (UX): The overall experience a user has while interacting with a product, system, or service.

Upselling: Encouraging the purchase of anything that would make the primary purchase more expensive.


Virtual Assistant: A digital tool or application, like chatbots, that assists in performing tasks or services for an individual.


Workflow: A defined sequence of processes or tasks necessary to complete a particular objective within a CRM system.

Web Integration: The ability of a CRM to seamlessly integrate with a website, often used for capturing leads or providing customer service.

Widget: A small software application with a specific function that can be added to web pages or applications. In CRM, widgets often display summarized data or offer quick access to specific tools.


X-Sell: A sales strategy where the seller introduces complementary products or services to the customer, closely related to upselling.


Yield: Represents the amount of sales or revenue generated from a campaign or activity.


Zero-touch CRM: Refers to a CRM system that can operate with minimal human intervention, relying heavily on automation and AI to manage tasks and data.

Zone of Proximity: Refers to the virtual or physical area where businesses can effectively interact and engage with their customers.

The PLUGIT Forex CRM is part of the YOONIT suite of intelligent broker products, voted the Best All-In-One Brokerage Solution at the recent UF Awards, the second year in a row we’ve won the award.

Contact us for a demo of what our CRM can do for your business, and join the winning YOONIT team!

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