How do you track emails and appointments against the right customer?
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Tracking done incorrectly leaves you with a CRM full of emails no one can find again. This guide shows you the habit that makes the history useful.
- 6 steps
- Total time: 25 min
- Preparation: 10 min
- Result: Emails and meetings linked to the correct case and sales opportunity
Required tools
- App for Outlook — Installed and operational.
Track correctly
1.Use Specify regarding, not just Track
Select the specific sales opportunity, case, or project the email is about. Tracking only against the customer creates an unstructured pile.
2.Establish the connection early in the conversation
Link the first email to the correct record. The entire subsequent thread will then be included automatically, so you won’t have to track each individual reply.
3.Track meetings, not just emails
Calendar appointments can be tracked in the same way. Meeting notes on the sales opportunity are often worth more than ten emails.
Avoid common mistakes
4.Do not track internal discussions about the customer
Internal discussions about a customer should rarely appear on the customer's timeline. They may become visible in contexts you had not anticipated.
5.Make folder tracking a habit
If you move the email to a specific folder, it is tracked automatically. For many people, this is an easier habit to maintain than remembering to click a button.
6.Check that it actually arrived
Open the record in Dynamics 365 and verify that the email appears on the timeline. For the first few weeks, it is worth checking this—it will quickly reveal whether anything has been configured incorrectly.
Discussion
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