This glossary explains common CRM, sales, marketing, and customer service terms as they are implemented and used in Odoo. It is designed for business owners, sales managers, and operational teams using Odoo as an integrated ERP and CRM platform.
Each term is explained not only by definition, but also by how it is practically used inside Odoo workflows, helping organizations understand both the concept and its operational impact.
A
Activity
In Odoo, an Activity is a scheduled action such as a call, email, meeting, or task linked to a lead, opportunity, customer, quotation, or project. Activities drive follow-ups and ensure structured sales and customer communication.
Activities appear in user dashboards and kanban views, helping teams prioritize daily work. They can be created manually, automatically via rules, or triggered by customer actions. Proper activity management is central to maintaining pipeline momentum.
Analytic Account
Used across Sales, Projects, and Accounting to track profitability per customer, contract, or project. In CRM-driven businesses, analytic accounts connect revenue, costs, and services delivered.
They allow management to analyze margins beyond standard accounting, especially for service-based or project-based sales. Analytic accounts are often created automatically when confirming sales orders or projects.
Automated Action
A rule in Odoo that automatically triggers actions (e.g., creating activities, sending emails, updating fields) when specific conditions are met in CRM or Sales records.
Automated actions reduce manual effort and enforce process consistency. They are frequently used to ensure timely follow-ups, data quality, and compliance with internal workflows.
B
B2B (Business-to-Business)
A sales model where companies sell to other companies. In Odoo, B2B is typically managed through CRM Opportunities, Quotations, Pricelists, and Contract-based relationships.
B2B workflows often involve longer sales cycles, approval steps, and negotiated pricing. Odoo supports this through flexible pipelines, multi-level pricing, and customer-specific terms.
B2C (Business-to-Consumer)
A sales model where companies sell directly to consumers. Odoo supports B2C via Website, eCommerce, POS, and simplified CRM pipelines.
B2C processes focus on speed, automation, and volume. Odoo enables this through online checkout, automated invoicing, and integrated marketing campaigns.
Business Intelligence (BI)
Odoo provides built-in reporting, dashboards, and spreadsheet integration to analyze CRM pipelines, conversion rates, revenue forecasts, and customer behavior.
Users can slice data by salesperson, period, customer segment, or source. This allows data-driven decision-making without the need for external BI tools in many cases.
C
Campaign
In Odoo Marketing Automation and Email Marketing, a Campaign represents a structured set of automated marketing actions targeting leads or customers.
Campaigns can include emails, SMS, scoring rules, and follow-up activities. They are closely linked with CRM to measure lead quality and conversion effectiveness.
Chatter
The communication thread available on every Odoo record. It centralizes emails, notes, activities, and internal discussions related to leads, opportunities, and customers.
Chatter ensures transparency and collaboration across departments. It also acts as a full interaction history, reducing dependency on external email tools.
Contact
A person or company stored in Odoo Contacts. Contacts can act as leads, customers, vendors, or partners across all Odoo modules.
A single contact record is shared across CRM, Sales, Accounting, and Support, ensuring data consistency. Contacts may have multiple addresses, roles, and related companies.
Conversion Rate
A CRM metric measuring how many leads are converted into opportunities or customers. Odoo provides pipeline and stage-based analytics to monitor this.
Conversion rates help identify bottlenecks in the sales process. Improving them usually has a direct impact on revenue without increasing lead volume.
Customer Journey
The end-to-end interaction of a customer with the company. In Odoo, this journey spans CRM, Sales, Invoicing, Projects, Helpdesk, and Marketing modules.
Odoo’s strength lies in maintaining a single data flow across all these touchpoints. This allows companies to deliver consistent and personalized customer experiences.
D
Dashboard
A visual interface displaying KPIs such as pipeline value, expected revenue, activities overdue, or campaign performance.
Dashboards can be customized per role, ensuring each user sees what matters most. They provide real-time visibility into sales and customer operations.
Deal
In Odoo terminology, a Deal is usually referred to as an Opportunity within the CRM pipeline.
Each deal contains expected revenue, probability, customer details, and communication history. This structure allows accurate forecasting and performance tracking.
Domain
A logical condition used throughout Odoo to filter records, automate actions, or define dynamic views (e.g., filtering leads by country or source).
Domains are a core technical concept but have major business impact. They enable powerful automation and personalization without custom development.
E
Expected Revenue
A calculated value in Odoo CRM based on opportunity amount and probability, used for sales forecasting.
It allows management to predict future income more realistically. Expected revenue updates automatically as opportunities move through pipeline stages.
Email Marketing
An Odoo module used to create, send, and analyze mass email campaigns integrated with CRM contacts and leads.
Emails are fully traceable, with open and click statistics linked to customer records. This tight integration improves targeting and campaign ROI.
F
Follow-Up
Any planned interaction with a lead or customer. In Odoo, follow-ups are managed through Activities and automated reminders.
Consistent follow-ups are critical for deal closure and customer satisfaction. Odoo ensures they are never forgotten through notifications and dashboards.
Forecast
Sales forecasting in Odoo is based on expected revenue, pipeline stages, and closing dates of opportunities.
Forecasts help businesses plan resources, cash flow, and growth. They are continuously updated as sales data changes.
G
GDPR Compliance
Odoo includes tools for managing consent, data anonymization, and access rights to comply with data protection regulations.
Customer data can be controlled, restricted, or anonymized when required. This supports compliance while maintaining operational efficiency.
H
Helpdesk
An Odoo module for managing customer support tickets. It is often linked to CRM and Sales to provide full customer visibility.
Helpdesk enables SLA tracking, ticket prioritization, and customer satisfaction measurement. Support teams benefit from complete customer context.
I
Inbound Lead
A lead generated from external sources such as website forms, email aliases, live chat, or marketing campaigns.
Inbound leads are automatically captured and routed in Odoo. This reduces response time and improves conversion rates.
Invoice
A financial document generated from Sales Orders or directly from CRM-driven deals once a sale is closed.
Invoices are fully integrated with accounting, taxes, and payments. This ensures a seamless order-to-cash process.
K
KPI (Key Performance Indicator)
Metrics such as win rate, average deal size, sales cycle length, or customer acquisition cost, tracked via Odoo reports and dashboards.
KPIs provide objective insight into sales effectiveness. They support continuous improvement and strategic decision-making.
L
Lead
An unqualified potential customer in Odoo CRM. Leads can be nurtured, qualified, and converted into opportunities.
This separation helps sales teams focus effort where it matters most. Leads can be automatically enriched with data from forms or campaigns.
Lead Scoring
A method of ranking leads based on rules or behaviors, often implemented using Odoo Studio or Marketing Automation.
Higher-scoring leads receive priority attention. This improves efficiency and sales success rates.
M
Marketing Automation
An Odoo module for designing automated customer journeys with triggers, emails, actions, and scoring logic.
It allows companies to nurture leads at scale while keeping communication relevant. Marketing and sales alignment is significantly improved.
Meeting
Calendar events synchronized with Odoo CRM and linked to opportunities or customers.
Meetings ensure structured sales interactions and accurate activity tracking. They integrate with external calendars such as Google or Outlook.
O
Opportunity
A qualified sales deal in Odoo CRM, represented in a pipeline with stages, probability, expected revenue, and closing date.
Opportunities are the core of sales forecasting and performance analysis. They evolve from first contact to closed deal.
Omnichannel
Odoo supports customer interaction across multiple channels such as email, website, live chat, social media, and phone.
All interactions are consolidated into a single customer view. This ensures consistency regardless of communication channel.
P
Pipeline
A visual representation of sales opportunities organized by stages in Odoo CRM.
Pipelines help teams understand deal status at a glance. They can be customized per business or sales team.
Probability
A percentage value assigned to each opportunity stage, used to calculate expected revenue.
Probabilities standardize forecasting assumptions. They can be adjusted to reflect real-world sales behavior.
Pricelist
A pricing rule set in Odoo used to apply customer-specific, volume-based, or time-based pricing.
Pricelists support complex pricing strategies. They are essential for B2B and international sales scenarios.
Q
Quotation
A commercial offer generated from an opportunity in Odoo Sales. Once accepted, it becomes a Sales Order.
Quotations can include optional products, discounts, and terms. They are fully integrated with CRM and accounting.
R
Reporting
Odoo provides real-time CRM, sales, and marketing reports with filters, groupings, and export options.
Reports empower users to analyze performance without technical expertise. Data is always live and consistent.
Recurring Revenue
Revenue generated from subscriptions or contracts, managed through Odoo Subscriptions and Sales modules.
This is common in service, SaaS, and maintenance businesses. Odoo automates billing and renewal processes.
S
Sales Order
A confirmed quotation in Odoo that triggers delivery, invoicing, and revenue recognition.
Sales orders connect commercial agreements with operational execution. They ensure traceability from sale to payment.
Sales Stage
A step in the CRM pipeline representing the maturity of an opportunity.
Stages define the sales methodology. They help standardize processes and forecasting.
Segmentation
The process of grouping contacts based on attributes or behavior for targeted marketing and sales actions.
Segmentation improves relevance and conversion. It is heavily used in marketing automation and email campaigns.
T
Task
An actionable item often linked to Projects or Services but frequently created from CRM deals after a sale.
Tasks ensure delivery commitments are fulfilled. They connect sales promises with execution teams.
Touchpoint
Any interaction between a customer and the company, tracked in Odoo through Chatter, Activities, and Marketing tools.
Tracking touchpoints provides a complete interaction history. This improves personalization and service quality.
U
Upselling
Selling additional or higher-value products to existing customers. Odoo supports upselling through automated suggestions and sales analysis.
Upselling increases customer lifetime value. Odoo identifies opportunities based on purchasing patterns.
W
Website Lead
A lead created automatically when a visitor submits a form on an Odoo website.
Website leads are instantly available to sales teams. This reduces response time and improves first-contact success.
Win Rate
The percentage of opportunities successfully closed as won, tracked through Odoo CRM analytics.
Win rate is a core indicator of sales effectiveness. Improvements often reflect better qualification or follow-up.
Z
Zero-Touch Automation
A process where leads or customers move through predefined flows with minimal human intervention, implemented via Odoo Automated Actions and Marketing Automation.
Zero-touch automation improves scalability and consistency. Human involvement is focused only where it adds the most value.
This glossary reflects practical Odoo terminology and real-world usage across CRM, Sales, Marketing, and Customer Service workflows.