Glossary
What is a CRM?
A CRM — customer relationship management — is the system of record for the commercial relationship: leads, deals, purchase history, and lifetime value, used mainly by sales and marketing. It organizes data about customers, but it isn't built to run customer conversations the way customer service software is. Many teams use both, integrated so context flows between them — the customer service software vs CRM comparison covers where each one fits.
Learn more
- What is AI hallucination?
- What is AI orchestration?
- What is Net Promoter Score (NPS)?
- What is a helpdesk?
- What is a knowledge base?
- What is a large language model (LLM)?
- What is a service level agreement (SLA)?
- What is a ticketing system?
- What is agentic AI?
- What is agentic commerce?
- What is agentic customer service?
- What is an AI agent?
- What is conversational AI?
- What is conversion rate optimization?
- What is customer churn?
- What is customer effort score (CES)?
- What is customer experience?
- What is customer journey mapping?
- What is customer lifetime value (CLV)?
- What is customer retention?
- What is customer satisfaction score (CSAT)?
- What is customer service automation?
- What is customer service software?
- What is deflection rate?
- What is first contact resolution (FCR)?
- What is generative AI?
- What is gross merchandise value (GMV)?
- What is grounding in AI?
- What is interactive voice response (IVR)?
- What is natural language processing (NLP)?
- What is omnichannel customer service?
- What is prompt engineering?
- What is retrieval-augmented generation (RAG)?
- What is sentiment analysis?
- What is voice AI?
- What is voice of the customer (VoC)?
Going deeper?
See how Gladly customers put this into practice in their day-to-day customer service work.