If you have been using a CRM system in your company and have read a lot of stuff on the internet about it, you must already be aware of the fact that any action or department that faces the customers of a business needs to use a CRM now. It is impossible to imagine a successful customer support department or sales department performing at maximum efficiency without using a CRM. Furthermore, recent studies and surveys have shown that businesses that have CRMs integrated in their systems have a higher rate of success as compared to businesses that do not have a CRM to date.
With proper activity tracking CRMs have now made this aspect a key performance indicator for any business. The activity tracking feature of the CRM system in use must be a robust one in all aspects. First, it should allow various tools and features to track the activities of the department in question. For example, if looking into the information of a sales department, the software should display information on when the customer was contacted the last time, when the customer contacted the business the last time, what discussion took place on the last call and who talked with the customer on their last contact.
All such information should be displayed in a comprehensive, understandable and interactive manner so that a manager is able to make the necessary changes and required actions. For example, if a manager intends to ask the sales department to reduce the last contact time of all customers to less than a month, he or she should be able to mark it as a high priority task for the department. In short, once the task has been assigned to the sales department, it will be made sure by the sales agents to not let the time duration of any customer’s last contact exceed one month.
The CRM system gives managers the access to features to monitor the entire departments, teams and individual performances. This feature is extremely important in activity tracking and allows the manager to have a clear view of all customer interactions with the company’s representatives. Another feature of the CRM system would be to allow the users to integrate various popular and mostly used applications into it. Your CRM should allow you to integrate your emails from various email service providers so that you don’t have to look for a separate solution to have your emails managed.
Activity tracking is just as important for the sales agents as it is for a manager of the company. Sales agents should also be able to associate notes, special appointments, attachments and other documents with their customers to have a better contact with the customer every time. Activity tracking should also allow a sales agent to look at his or her completed tasks and with this type of feature the manager can always motivate the workers to achieve certain tasks. Small perks and bonuses can always result in higher rates of sales and conversions. The process for performing and managing the activities should also be easy and user friendly for a CRM system to be called an intelligent CRM.