Contact

A person or company who is either a customer or a potential customer of a Business.

Contact Code

A unique code identifying a contact, it can be set manually when creating the contact or automatically generated by the system.

Active Contact

A Contact is considered Active if they have at least one Active or Suspended account, or if they have performed at least one financial, wallet, or CRM-related transaction within the last 12 months.

Transactions include debit or credit financial or wallet transactions, communications, leads, service requests, purchases, orders, or any subscription-related activity.

Contact Identification Medium (CIM)

A unique identifier for a contact when an external system submits a purchase event to CRM.COM. It can include one or more of the following attributes:

• Phone number

• Email address

• Gift pass (redeemed by the contact)

• Loyalty identifier (on an external system)

• Card (bank card information in hashed format)

• Unique identity documents (national ID or passport number for person contacts, and VAT/TAX registration number for company contacts)

Credentials

The way the contact registers and logs in to the front-end. The business can select from:

• Phone & OTP

• Email & OTP

• Email & Password

• Facebook

• Google

• OpenID Connect

Community back-end

Group front-end

A Community is created and managed by a contact (the Community Owner), who invites other contacts (Community Members) to join for personal or business purposes via a front-end app.

The community owner can assign permissions to members and enable features such as wallet sharing, service usage sharing, device sharing, and fund transfers.

Community Owner back-end

Group Owner front-end

The contact who creates and manages a Community through a front-end application and invites other contacts to join. Invited contacts may be existing contacts already known to the business or new contacts who register through the invitation process.

A contact can own multiple Communities and also be a member of other Communities at the same time.

Community Member back-end

Group Member front-end

A contact who belongs to a Community.

When invited through a front-end application by a Community Owner, the contact becomes a member only after accepting the invitation.

When added through the back-end by a business user, the contact is automatically added as a member without needing to accept an invitation.

Wallet Sharing

The community owner can share their CRM.COM Wallet with their community members. They can either set a monthly calendar limit per member or allow unrestricted access to funds. When a member makes a purchase and selects to pay with the community owner’s wallet, the required funds are automatically transferred from the owner’s wallet to the member to complete the payment.

Termed Transfers

A community owner can schedule recurring transfers of funds from their CRM.COM Wallet to a member’s wallet. Each transfer specifies the amount and frequency. Optionally, a commerce pool can be defined to restrict how the transferred funds can be used by the member.

Shared Usage Allowance

A community owner can subscribe to a service and share part or all of the service’s usage allowance with selected community members. Each member can be assigned a specific usage or monetary limit, such as per transaction, per day, or per billing cycle.

Shared Devices

The community owner grants a community member access to a service provisioning device that the community owner owns or has rented.

Service Assignment

A community owner subscribes to a service and assigns it to a member, designating thus the person using the service and consuming its allowance, typically through a device that is also shared with them.

Activity Feed

A chronological log of all business events performed by or on behalf of a contact (e.g. orders, purchases, financial transactions, communications, service requests, etc.). Each transaction may have different statuses, such as draft, posted, or completed.

Contact Statement

Lists the credit and debit transactions performed against a contact’s account and CRM.COM Wallet over a specific period, including the opening and closing balances for that period.

Users can view statements in the back-end and send them to contacts individually via email upon request or automatically through a Communication Plan.

Sales Model

Contacts can be assigned a Sales Model that differentiates their pricing.

Country of agreement

The country governing a contact's contractual relationship with the business determines the correct prices and taxes applicable to that contact. Typically, the contact’s country of residence.

Marketing Preferences

A contact's opt-in or opt-out settings that control whether they consent to receive marketing communications via specific channels such as email or SMS from the business.

Demographics

Personal profile attributes captured for a person-type contact, such as date of birth, gender, and nationality. Used for segmentation and personalisation.

Company Profile

Company profile attributes captured for a company-type contact, such as registration number, VAT number, industry etc.

Statutory ID

A government-issued identifier assigned to a contact for regulatory or compliance purposes, such as a social security number (excluding national ID card or passport number).

Referral Code

A unique 6-character code assigned to each contact upon registration. The code is displayed in the app and used when the contact refers others to join the business.

Segments

Dynamically or statically defined groups of contacts that share one or more common attributes or behaviours. Segments are used to target communications, offers and promotions, pricing and campaigns.

Dashboards

Pre-built visual summaries of key business metrics and KPIs, presented in the platform to give business users an at-a-glance view of performance across CRM, rewards, finance, commerce, subscriptions, and business network.

Insights

Configurable analytical views that track specific events or metrics over time. Results can be displayed in various formats (e.g. graphs or tables) and exported in two file formats.

Reports

Structured outputs that offer detailed insights into platform activity across various areas, including contacts, finances, customer events, passes, orders, service requests, subscriptions, and rewards. Reports can be generated on demand or scheduled to run at a specific time and can be automatically emailed to users.

MongoDB Integration

Integration to a private Mongo Atlas service, owned by the business, that provides direct access to a set of read-optimised collections that mirror key platform data. Businesses can query these collections directly to build tailored reports and data pipelines outside the CRM.COM application layer.

AI Visualisation

A natural language analytics tool available to business users who want to explore their CRM.COM data without writing queries or building reports. Users can ask questions in plain English, interpret results, and create segments from them.

Leads

Potential contacts or business opportunities tracked through a defined pipeline. Leads progress through states and stages until they are won (converted to contacts) or lost.

Lead Queues

A queue defines a sequence of predetermined stages that a lead goes through during its life cycle. Each stage represents a specific point in the queue that the lead will progress through. Multiple queues can be configured to accommodate different types of leads.

States & Stages

The lifecycle steps through which an Order, Lead or Service Request passes, from creation to resolution. States represent the overall status (e.g. In Progress), stages represent the specific step within that state (order preparation).

Progress & Regress

The actions of moving a Lead or Service Request forward to the next stage (progress) or back to a previous stage (regress) in its lifecycle. Orders can only be progressed, not regressed.

Service Requests

Formal requests raised by or on behalf of a contact to report an issue, request support, or ask for a service action. Managed through queues, priorities, and defined workflows.

Service Request Charges

Fees that can be applied to a service request, for example, labour or parts costs associated with resolving the request.

Service Request Payment Method

The contact’s payment method used to settle any charges associated with a service request.

Priorities, Urgency & Impact

Classification settings on a service request that define how quickly it must be resolved (urgency) and how broadly it affects the contact or business (impact). Combined to determine overall priority.

Service Request Queues

A pipeline defining a series of predefined stages that a service request goes through during its life cycle. Multiple queues can be set up to manage different types of service requests.

Activities

Logged interactions or tasks associated with a contact, order, lead, or service request, such as a call, meeting, or follow-up action that needs to be completed.

Activity Types

Configurable types that classify each activity, for example, call, email, meeting, or technical task.

Activity Owner

A user or a team responsible for carrying out the Activity task. The owner can change at any given time.

Communication

CRM.COM supports event-based and plan-based communications (event-based - through automations, plan-based - using communication plans).

Communication Plan

A configured, scheduled bulk communication sent to one or more contact segments via a chosen channel. Supports one-time and recurring schedules.

Communication Integration

The third-party service provider connection used to deliver communications, such as WhatsApp, Twilio, Firebase, SMPP, SMTP or SMS.to. Configured per channel under Platform → Integrations.

Templates

Pre-built, reusable message content layouts created in the platform's editor. Templates support personalisation tags and AI-assisted content generation and are applied across communication plans.

Communication Automations

Event-triggered communications that are sent automatically when a specific contact or transaction event occurs, such as a contact registration, purchase, or subscription change.

Communication Tags

Dynamic placeholders inserted into communication templates that are replaced with real contact or offer values at send time, for example, #contact.name or #wallet.balance.

Customer Event

Any business-relevant action performed by or on behalf of a contact that is submitted to the platform for processing, i.e. as a purchase, achievement, or referral.

Purchase Event (Purchase)

Purchase Events capture the complete purchase basket, whether a transaction takes place online or in person. A Purchase event might include a spend request, allowing contacts to use their wallet funds against the purchase. Purchase events trigger reward offer evaluation and RFM scoring.

Achievement Event (Achievement)

Achievement events are submitted to log that a contact has completed a defined action - such as a social media interaction or wallet top-up - which may qualify them for a reward.

Referral Event (Referral)

An event submitted when a contact successfully introduces a new contact to the business using their referral code. May trigger an award for the referred and the referee contact.

Ad Hoc Returns

Manual return events submitted outside of a standard purchase cancellation flow, used to record and process product returns on a case-by-case basis.

Payment Medium

The method used by a contact to pay for a purchase, such as card, cash, or CRM.COM Wallet.

Reference Number

A unique identifier assigned to a transaction or event, used to link it to external systems such as a POS or eCommerce platform.

Purchase Cancellation

A reversal event submitted when a purchase is cancelled or returned. Triggers reversal of any awards or wallet credits granted for the original purchase.

Achievement Cancellation

A reversal of a previously submitted achievement event, which removes any associated awards or credits granted to the contact.

Front-end

The consumer-facing interface through which contacts interact with the business. This includes the mobile app and web portal. The front-end applications allow contacts to register and self-manage their account to the business. For example, manage their profiles, their CRM.COM and its funding sources, place orders for physical goods and services, check-in and spend etc.

Back-end

The administrative interface of the CRM.COM platform, accessible to authorised business/merchant users. Used to configure the business’s rules, manage contacts, products, subscriptions, rewards, and financials, and perform operational tasks such as processing orders, handling service requests, and running bulk data operations.

Recommendations for you

Personalised product recommendations based on what offers and promotions are applicable to the contact. These recommendations help contacts discover new products and offers that align with their interests, making their shopping experience more tailored and enjoyable.

Best Selling Products

Product recommendation category that surfaces the top-selling products across all contacts in the business, ranked by units sold (not revenue value), regardless of product type or classification. No segmentation or offer targeting is applied; it reflects aggregate purchase volume across the entire contact base.

Notifications

In-App notifications sent to the contact from multiple start points (i.e. through automations - triggered by an event, or plan-based - communication sent to multiple contacts simultaneously using communication plans).

Check-In & Spend

Check-in and Spend involve a contact interacting at a point of sale or commerce touchpoint.

At Check-in, the contact easily identifies themselves at a point-of-sale, via their self-service app (typically scanning a QR-/barcode or presenting their wallet code), without making a purchase.

At Spend the contact uses their CRM.COM Wallet to pay for (or discount) a purchase at the POS, again using their self-service app and after generating an OTP. It happens as part of a purchase customer event, not as a standalone event. A spend can work in two ways; as a payment method, where the wallet offsets the amount the contact owes, or as a discount, where the spend amount is reduced from the purchase before tax is applied

Account

The financial account of a contact that is a real-time ledger for all charges, payments and adjustments. The account includes a currency, running and outstanding balance and credit terms. A contact can have one or more accounts in different currencies.

Account Name

The contact account name is generated using a specific numbering scheme chosen by the business. Its format can include either just the account number or the contact's name along with the account number.

Account State

Each account has a state that determines which actions can be performed using the account.

• Active - Fully functional account

• Suspended - Restricted actions can be performed

• Terminated - No actions can be performed

Active Account

The account is fully operational, and all financial transactions are allowed. New accounts are created in the Active state by default.

Suspended Account

Applied manually to an Active account. Most transactions and processes are blocked, although Payments are still allowed. Suspended accounts cannot be used for new actions, such as funding a new subscription. Once any issues are resolved, the account can be manually reactivated.

Terminate Account

Applied only when no transactions or processes are pending (such as non-churned services or in progress orders). Once an account is terminated, the contact is no longer able to perform any transaction with the business. The account’s termination reason (Long Inactivity or Fraud) determines whether the account can be re-activated or not.

Billing Address

This address can be used to send financial information and apply the correct taxes based on the contact's location.

Credit Terms

The financial conditions that define how a contact is billed and when payment is due. Credit Terms include both the Credit Limit and the Payment Terms.

Credit Limit

The maximum outstanding balance allowed on a contact's account, defined as part of Credit Terms alongside Payment Terms. During invoicing and service activation, CRM.COM checks whether the credit limit would be exceeded - if so, an automated payment is triggered to collect funds from the contact's recorded payment methods, applying wallet funds and account credits first before charging payment gateways.

Payment Terms

The agreed timeframe within which a contact must pay for a charge (invoice), for example, within 30 days from the invoice date. Used to set an Invoice’s Due Date.

Account Balance

The total financial position of a contact's account at any given point, reflecting all posted charges, payments, and credits.

Running Balance

The real-time, continuously updated balance on a contact's account as transactions are posted.

Outstanding Amount

The total amount currently owed by a contact that has not yet been settled by a payment.

Accounting Periods

A monthly financial period that groups transactions and maintains opening/closing balances per account. Up to 6 periods can remain open simultaneously; periods are closed automatically on the 5th of each month, after which no further transactions can be posted to them.

Financial Events

All transactions posted against a contact's account or CRM.COM Wallet that debit or credit them, thereby affecting their balances - including invoices, payments, credit notes, refunds, top-ups, and journal entries.

Payment Methods

The business selects the way a contact can settle their account or wallet, such as:

• Account to Account

• Account Debit

• Card

• Cash

• Cheque

• Electronic Transfer

• CRM.COM Wallet

• Wallet

Payment method type

The classification of a payment method - for example, cards, digital, bank transfer - which determines how the payment is processed.

Allocations

The process of matching a payment to one or more unpaid invoices on a contact's account to reduce the outstanding balance.

Taxes

A percentage-based charge applied to invoices and credit notes to account for government-mandated taxation (e.g. VAT, Sales Tax). Taxes are configured per tax region, with product conditions and a validity period. They are automatically applied during invoicing either based on Taxes configured within CRM.COM - based on the contact's billing address, product, and applicable rate - or via an integration with an online taxation service. Prices can be configured as tax-inclusive or tax-exclusive depending on the tax model of the region.

Tax Model

The configuration that defines whether prices are tax-inclusive or tax-exclusive, and how taxes are calculated and applied. The business’s global Tax Model can be overridden per product price.

Tax Region

A geographic area (one or more countries) with specific Taxes applied to when invoicing contacts within the region. A Contact’s region is determined based on their Country of agreement.

Tax Category

Configured per product type (and can be overridden per product) that designates how the product will be charged with taxes. Applicable only when an online taxation service is being used to apply taxes and they are mapper to tax categories within the enabled online taxation service.

Online Taxation Service

A third-party integration used to calculate and apply taxes in real time, used when the business operates across multiple tax jurisdictions.

Multi country and Multi currency

Businesses determine the country(ies) at which they operate and the currencies in which they accept payments, having only one country and currency acting as the base one. When invoicing or transacting with their contacts, CRM.COM automatically applies conversions so as to invoice or award contacts in their preferred currency.

Event-based Charges

Event-based charges determine additional charges when invoicing a contact for an Order or Subscription event and a set of pre-defined conditions are met.

Event-based Recurring Charges

Event-based recurring charges determine additional charges to be applied on a recurring basis when invoicing a contact for a Subscription event and a set of pre-defined conditions are met. The recurring charge is terminated when another, terminating Subscription event occurs.

Invoice

A financial document issued to a contact that records charges for products. An Invoice debits the contact’s account.

Payment

A financial transaction that credits a contact's account in settlement of one or more outstanding invoices.

Credit Note

A document issued by the business in response to a product return or to credit an invoice. Credits the contact's account.

Refund

A transaction that returns money to a contact using the chosen payment method, typically following a complaint or to correct an overcharge. A Refund is always posted for a previously submitted Payment.

Topup

A transaction that adds funds to a contact's account or wallet, typically using one of the payment methods. Credits the account or wallet balance.

Transfer

A transaction that transfers funds between a contact’s account or wallet, either within the same contact or between different contacts.

Payout

A transaction that transfers money from the contact's Business Pocket to their preferred payout method or to their CRM.COM Pay Pocket.

Account Journal

A complete chronological record of all financial transactions posted to a contact's account, used for auditing and reconciliation.

Wallet Journal

A complete chronological record of all wallet transactions - credits, debits, transfers, and payouts - for a contact's CRM.COM Wallet.

CRMCOM Wallet

A multi-pocket digital wallet native to the CRM.COM platform, used by contacts to topup , store and spend funds

Wallet-as-a-Service (WaaS)

The CRM.COM capability that allows businesses to offer a branded digital wallet to their contacts without building payment infrastructure, delivered as a managed service through the platform.

Multi-pocket Wallet

A wallet architecture that separates funds into distinct pockets - CRM.COM Pay Pocket, Business Pocket, and Commerce Pocket - each governed by different rules for how funds can be used.

Pockets

The CRM.COM wallet has three pockets:

• CRM.COM Pay Pocket (Cash Balance) - Money from this pocket can be spent when purchasing from any businesses across the CRM.COM platform

• Business Pocket (Store Credit) - Money that can be spent at the specific business

• Commerce Pocket (Rewards Balance) - Funds with restrictions on how they can be spent at the specific business

CRM.COM Pay Pocket

(Cash Balance)

The pocket within the CRM.COM Wallet that stores real monetary funds and includes an embedded payment gateway. It can be used as a payment method for purchases across participating businesses. The wallet supports three base currencies (EUR, USD, GBP) and enables transactions in more than 120 currencies.

Business Pocket

(Store Credit)

The pocket that holds store credit specific to a single business. Funds in this pocket are typically earned through redeemed rewards and can be spent on future purchases with that business.

Commerce Pocket