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What activity should we measure without micromanaging the salespeople?
Activity tracking is contentious because it can easily turn into surveillance. The distinction lies in what you measure.
How many sales opportunities changed stage in the past two weeks? How many have had no contact for thirty days? This indicates progress without counting what each individual did.
If you measure the number of phone calls, you'll get more phone calls. Not necessarily more sales. People adapt to what is measured — that's predictable, not dishonest.
A salesperson with many deals that are not progressing usually needs help with something specific. If the metric is used to offer help, record-keeping improves. If it is used in the performance review, it gets worse.
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