Naffes CRM

CRM and sales glossary

Short definitions of customer relationship management and sales terms, A to Z.

30 pages · Last updated 28 September 2026

Glossary

30 pages

Each term has its own page: a standalone definition you can quote, an example, a section on where the term appears in Naffes CRM, and related terms.

Use the letter strip to jump to the term you are looking for.

A
Activity Timeline
What a CRM activity timeline is, what belongs on it, and how Naffes files emails, calls, WhatsApp messages and stage changes on each deal.

B
Buying Committee
Who takes part in a B2B purchase decision, the seven buying-committee roles, a worked mapping example, and how Naffes flags missing key roles on a deal.

C
Chatbot
What a chatbot is, how scripted, AI and hybrid bots differ, when to hand over to a person, and how to build a WhatsApp bot visually in Naffes CRM.
C
CSAT (Customer Satisfaction Score)
What CSAT is, how to calculate it, how it differs from NPS and CES, when to ask, and how the Naffes CRM help desk requests a rating on solved tickets.
C
Customer Health Score
What a customer health score is, which signals feed it, and how Naffes CRM rates subscribed companies from 0 to 100 on four weighted factors.
C
Customer Portal
What a customer portal is, what clients find in it, how it differs from a help center or email, and how a won deal in Naffes CRM becomes a client project.

D
Data Deduplication
Why customer records get duplicated, how to match and merge them without losing history, and how Naffes CRM finds and merges duplicate contacts.
D
Deal Stage
What a deal stage is, how to give each stage exit criteria, a win probability and a typical duration, and how stages move in Naffes from chats and quotes.

H
Help Desk Ticket
What a help desk ticket is, its statuses, priorities and SLA targets, and how Naffes CRM turns email and WhatsApp chats into owned tickets with deadlines.

K
Kanban Board
What a kanban board is, its roots at Toyota, how sales teams use it for deals and tasks, why WIP limits matter, and how it works in Naffes.

L
Lead
What a lead is, how it differs from a contact and an opportunity, the Lead, MQL and SQL stages, and how Naffes captures them from forms and WhatsApp.
L
Lead Scoring
How lead scoring ranks leads with fit and engagement points, a worked scoring model with thresholds, and what Naffes offers for rule-based and AI scoring.
L
Loss Reason
Why every lost deal needs a recorded reason, how to design a useful reason list and analyze it with numbers, and how Naffes enforces and manages them.

N
Next Best Action
What next best action means in sales, what makes a recommendation useful, and how Naffes suggests up to three actions per deal with rationale and urgency.
N
NPS (Net Promoter Score)
How Net Promoter Score is calculated from one 0 to 10 question, a worked example, when to survey, and how to run email NPS surveys in Naffes CRM.

O
Omnichannel Inbox
What an omnichannel inbox is, how it differs from running each channel apart, and how Naffes puts WhatsApp, email, SMS and comments in one owned queue.

S
Sales Cycle
What a sales cycle is, how to measure its length in days, why the median can say more than the average, and how Naffes tracks cycle time and stuck deals.
S
Sales Forecast
What a sales forecast is, the main forecasting methods, how to measure forecast accuracy, and how Naffes sorts deals into Commit, Best Case and Pipeline.
S
Sales Pipeline
What a sales pipeline is, how it differs from a sales funnel, how to read one with real numbers, and how pipelines and stages work in Naffes.
S
Sales Quota
What a sales quota is, the main quota types, how to set one from real rep capacity with a worked example, and how Naffes tracks each rep's attainment.
S
Sales Quote
What a sales quote includes, how it differs from an invoice, a worked example with discount and tax, and how Naffes CRM gets quotes accepted online.
S
Sales Sequence
What a sales sequence is, how it differs from a workflow or a campaign, a sample multi-touch cadence, and which sequence steps run in Naffes CRM today.
S
Speed to Lead
What speed to lead means, how to measure first-response time in minutes, and how Naffes alerts owners and managers when nobody contacts a new lead.

W
Webhook
What a webhook is, how it differs from polling an API, how to verify signatures and handle retries, and which events Naffes CRM sends to your systems.
W
Weighted Pipeline
How weighted pipeline multiplies each deal's value by its stage win probability, a worked example, when the number misleads, and where Naffes shows it.
W
WhatsApp 24-Hour Window
When WhatsApp's customer service window opens and closes, what you can send inside and outside it, and how Naffes CRM warns reps before it shuts.
W
WhatsApp Business API
What the WhatsApp Business API is, the window, template, pricing and limit rules behind it, and how Naffes CRM connects it via your Twilio account.
W
WhatsApp Message Template
What a WhatsApp message template is, when you need one, how marketing, utility and authentication differ, and how Naffes CRM sends approved templates.
W
Win Rate
How to calculate sales win rate by count and by value, why open deals stay out of the math, and where Naffes shows win rate beside the average sales cycle.
W
Workflow Automation
What workflow automation means in a CRM, how triggers, conditions, actions and waits fit together, and how to build a visual workflow in Naffes CRM.