Customer Engagement & Dynamics CRM Forum

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Tracking Customer Interactions

  • 1.  Tracking Customer Interactions

    GOLD CONTRIBUTOR
    Posted Aug 21, 2019 05:05 PM
    Looking for some ideas!

    What are some best practices or methods you're using in CRM to track interactions with potential or existing customers?
    • If a salesperson is having a face-to-face meeting with a potential customer, are you tracking that as an appointment?
    • How are you measuring the impact of certain interactions on the sales process? on customer satisfaction ratings? 
    • Is anyone using a custom entity to track interactions?
    I'm hoping to get some suggestions that others have implemented and had success measuring over time.

    Thanks in advance!

    #CustomerEngagement
    #Sales
    #Admin

    ​​​

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    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
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  • 2.  RE: Tracking Customer Interactions

    Posted Aug 22, 2019 01:42 AM
    Hi Rosemarie,

    With my experience, I think it will be more from the point of view what and how the customer wants to track the information.

    My recommendations is to use Task entity (and at times Notes too) to capture the interactions. The reason for tasks entity is that we have multiple forms, one for interaction (which can have few additional fields) and can also set up new N:N with contacts and accounts to see who all were available in the interactions and separate field to capture contact information of those contacts which are not in contact list (or cannot be created).

    also, with tasks, we can upload multiple attachments (which wont be an advantage of using Notes entity directly)

     To measure the result of interactions is difficult, I have used dashboard and charts to view the data but the respective actions needs to be taken manually only.

    Hope this helps.

    Thanks, KD

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    Kamaldeep Singh
    Consultant
    ASG Group
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  • 3.  RE: Tracking Customer Interactions

    SILVER CONTRIBUTOR
    Posted Aug 22, 2019 08:31 AM
    Hi Rosemarie,

    This really depends how granularly you want to be able to report on the sales reps tasks. For example, do you want to know exactly how many phone calls, in person visits, emails, etc. it takes on average to close a deal? If so, then we recommend using the activities as they were intended to be used so that you can accurately pull those metrics. That being said, we have done some custom things for clients so that they can track specific types of phone calls or specific types of appointments that may be more significant to their particular sales process.

    As far as the measurement is concerned, if you want to see stage based metrics, we recommend setting up a shadow table to capture date/time stamp so that you can see how long each opportunity sat in each stage. This will allow you to see real values over time so that your team can set more realistic probability to close percentages per stage so as to not be negatively impacting your pipeline metrics with over inflated numbers.

    With regard to tracking the specific activities themselves and the potential impact they have on the business, we use a program called LUCKScore which focuses on activity management, individual and team accountability and moving the needle on a specific process like Opportunity or Case Management over a defined period of time. The group sets goals and either wins or loses as a team against those goals but are able to hold one another individually accountable for doing their part as needed. Please reach out if you'd like to learn more about this!

    Hope this helps!
    Tricia

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    Tricia Desso-Cox
    Managing Director
    C5 Insight
    Charlotte NC
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  • 4.  RE: Tracking Customer Interactions

    GOLD CONTRIBUTOR
    Posted Aug 22, 2019 11:29 AM
    We are using a custom activity and directing all users to enter/record their interactions with potential or existing customers using the custom activity.  This eliminates the need for them to have to decide which system activity type to use (phone call, appointment, etc.).  To me, all of the out of the box activity types just lead to confusion and everyone doing things their own way.

    On the custom activity we have included an "Activity Type" drop down where the user can select Phone Call or In Person as that is all we care about tracking.

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    Shawn Hickey
    Burns & McDonnell
    Kansas City MO
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  • 5.  RE: Tracking Customer Interactions

    GOLD CONTRIBUTOR
    Posted Aug 22, 2019 01:26 PM
    We are using OOB activities since our management wants to see the difference between the types of interaction we have with clients.

    The activity types we use are email ( via Outlook tracking), phone call (added manually each time a call is made), tasks (some tasks are created automatically by workflows but users also create tasks for themselves as reminders to execute certain activities) and appointments (usually tracked via outlook but also added manually).

    Sometimes the difference between phone call and appointment can be tricky, especially when it comes to video conferences. In those cases we usually record them as appointments and added an additional field where users can indicate that it's a video conference.

    As mentioned before - it all depends on the granularity of reporting that you want.

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    Sissy Bottcher
    Business Process Innovation Specialist
    Dynamics 365 for Sales Enterprise (Online v.9)
    San Diego CA
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  • 6.  RE: Tracking Customer Interactions

    GOLD CONTRIBUTOR
    Posted Aug 22, 2019 02:31 PM
    Are you using Leads?​

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    Allison Briden
    Business Systems Analyst
    Energy Trust of Oregon
    Portland OR
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  • 7.  RE: Tracking Customer Interactions

    GOLD CONTRIBUTOR
    Posted Aug 22, 2019 02:50 PM
    Yes, we are also using leads - activities are then tracked regarding the respective record (lead, opportunity, offer, etc.)

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    Sissy Bottcher
    Business Process Innovation Specialist
    Dynamics 365 for Sales Enterprise (Online v.9)
    San Diego CA
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  • 8.  RE: Tracking Customer Interactions

    GOLD CONTRIBUTOR
    Posted Aug 22, 2019 06:57 PM
    @Allison Briden We are using Leads however we were looking for ideas across all entities. We have a use case for tracking information at the contact level, before a lead is generated.​

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    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
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  • 9.  RE: Tracking Customer Interactions

    Posted 30 days ago
    Hi @Rosemarie Cordell,

    On contact, we can always record all activities for types: Task,Appointment, Email, Phone Call etc.

    Now, it's worthwhile trying the new Embedded intelligence suite of features in D365 for Sales.

    Relationship assistant helps you keep track on customer communications to provide you actionable insights.
    Email engagement helps you understand how your contacts are interacting with the emails and what their interests, thus helping you to prioritize customers that are most engaged. The suite also has the auto capture feature on associated emails.
    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/embedded-intelligence

    I am yet to try these out myself, but I hope these would beneficial in your look out as they look promising with regards to customer interactions.

    Thanks
    Sheena ​

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    Sheena Samuel
    Technology Services Group
    Newcastle upon Tyne
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  • 10.  RE: Tracking Customer Interactions

    Posted 23 days ago
    @Allison Briden We are using Dynamic CRM mapping tool Quick maps.

    Quick Maps is an intuitive CRM mapping plugin which helps your sales team to achieve their sales targets more easily. They can plan their client meetings easily with their help. Moreover, you can access our plugin from anywhere using Dynamics CRM mobile app. This plugin can give you the ability to find root causes behind your major business success and failures with its intuitive features like category search, advance record filter, multiple action buttons, and so on and also includes lead management, contact management, campaign management, reports, emails, and much more. Additionally, they have different layouts, modules, and fields for different teams like sales, marketing, etc.

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    www.appjetty.com/dynamics-crm.htm
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