API (Application Programming Interface)
A software interface that allows different programs to "communicate" with each other and exchange data. The basis of any integration.
Glossary of Terms
Explaining complex terms from the world of CRM and business automation in simple language.
A
AI Agent
An artificial-intelligence-based program that performs tasks on its own: answers clients, qualifies leads, analyses conversations, prepares reports. Unlike a simple chatbot, it works from context rather than a rigid script.
B
B2B (Business-to-Business)
A business model in which companies sell goods or services to other companies.
B2C (Business-to-Consumer)
A business model in which companies sell goods or services to end consumers.
Business Process Automation (BPA)
Handing routine repetitive operations (creating tasks, sending emails, generating documents, updating statuses) over to software instead of people. It reduces errors and frees the team's time for work that requires human judgement.
C
CRM (Customer Relationship Management)
A system for managing customer relationships. Software that helps companies manage communications with current and potential customers, automate sales, marketing, and service.
CTR (Click-Through Rate)
The ratio of clicks on an ad or link to the number of its impressions, expressed as a percentage.
Custom Field
An additional CRM field you create for your business specifics: "discount size", "lead source", "installation date". A proper field structure is the foundation of useful analytics.
D
Data Migration
Transferring the client base, deals, tasks and communication history from one system to another. A proper migration preserves data relations and does not interrupt the company's work.
E
ERP (Enterprise Resource Planning)
A system for planning the resources of an enterprise. Comprehensive software that manages all major business processes: finance, manufacturing, supply chains, personnel, etc.
I
Integration
Connecting two or more programs for automatic data exchange. For example, a CRM-website integration delivers leads to managers instantly, without manual copying.
K
KPI (Key Performance Indicator)
A measurable value that demonstrates how effectively a company is achieving key business objectives.
L
Lead
A potential customer who has shown interest in your product or service by leaving their contact information.
LTV (Lifetime Value)
The total projected profit a company can get from a single customer over the entire period of their cooperation.
Low-code
A software development approach that allows creating applications and processes with minimal coding, usually using visual constructors and ready-made blocks.
N
No-code
An approach that allows creating applications and automations without writing any code at all, using exclusively graphical interfaces and configurations.
n8n
An open-source workflow automation platform. It connects hundreds of services (CRM, email, messengers, banks, delivery services) into unified scenarios with no limits on operation counts. We use n8n as an integration bus — see n8n automation.
O
On-premise (Boxed Software)
A software deployment model where a company buys a license and installs the program on its own servers. The opposite of SaaS.
Omnichannel
Uniting all client communication channels (email, phone, Telegram, Viber, website forms) in a single window. The manager sees the full conversation history regardless of where the client wrote from.
R
ROI (Return on Investment)
A performance measure used to evaluate the efficiency of an investment. It demonstrates the level of profitability or loss of a business, taking into account the amount of investment made.
S
SaaS (Software as a Service)
Software as a Service. A model where software is leased over the internet on a subscription basis, without the need for installation on one's own servers. For example, most modern CRMs.
Sales Funnel
A visualization of the customer's journey from first acquaintance with the product to purchase. Usually consists of stages: new lead, qualification, proposal sent, negotiation, successful deal.
T
TCO (Total Cost of Ownership)
Includes not only the initial purchase price but all costs of operation, support, and updates of a product throughout its life cycle.
Trigger
An event that starts an automation: a new website request, a task status change, a received payment, a due date. The "trigger → condition → action" chain is the basic building block of any automated scenario.
W
Webhook
A mechanism that allows one program to instantly notify another of a specific event. For example, when a request is left on a website, a webhook can instantly transfer the data to the CRM.