A CRM at heart, Salesforce is the natural home for these types of interactions and provides some great tools to help out – The idea is to provide a quantitative way of tracking and collaborating on customer interactions and any key tasks. Logging immediate actions is as important as the detail (almost). Discovery/Notes – these are usually detailed notes taken during workshops or discovery sessions with customers and may provide supporting detail to immediate actions.Immediate Actions – these are most frequently logged sales, service or account management activities and may include physical interactions with a customer such as phone calls – really any task which needs to be tracked and/or followed up.To best analyse these tools, we are going to split customer interactions into two types: Remember – our goal is to achieve and maintain one single source of truth for our business, our peers and our customers. Hopefully, this will prove useful to you on your own quest to record your customer interactions in the best way possible. What follows is how we are moving to standardise the SalesFix approach to recording notes and set out some best practices. We have been finding that this can hinder collaboration as well as leading to important bits of customer information being hidden in hard to find places. To date, different members of the team have been using different tools based on their personal preference. Internally, this is a frequent topic of debate for the SalesFix team. With so many tools available, it can be confusing to decide on which to use. Not to mention some amazing tools that make taking customer notes a breeze such as Evernote, Google Keep and Onenote which are all great (and largely free) options. You can log calls, create tasks, add notes or use Chatter. Salesforce provides a myriad of ways to record interactions with customers. Salesforce Call Log, Chatter, Task, or Note – Which Salesforce record system is best?
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