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By Katrina Horne

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    Communication is key for developing relationships with prospects and customers.  This is why it's worth logging communication such as emails, calls, and meetings to your CRM. 

    In this blog, we will break down the types of interactions that should be tracked in the CRM and why logging communication is a best practice for businesses of all sizes.  With a smart CRM like HubSpot, it makes it easy for teams to organize customer data in one place.  

    WHAT TO LOG TO YOUR CRM

    If you're unsure of where to start, here is a simple list of the interactions that should be logged into your CRM. 

    • Emails - Logging and tracking email communication to your CRM. HubSpot allows you to see if your email opened and clicked. You can sort contacts by last contact date and see a complete view of email interactions between the contact and your company. 

    • Calls + Meetings -  In general, you need to include the date of the call or meeting, a summary of what was discussed, and the next steps from the interaction. 

    • Follow-Ups - It's easy to lose track of future follow-up actions and missing them can negatively impact the relationship you're building with the prospect or client. HubSpot allows users to create tasks for future calls, emails, or other to-do's so you never miss a follow-up. 

    • Customer Service or Support Requests - Keep track of questions or problems your customers encounter, specifically what the issue is related to, how it was resolved, and how long it took to resolve. HubSpot Service Tickets provide you with all the tools you need to track service interactions. 

    THE BENEFITS OF LOGGING COMMUNICATION TO YOUR CRM

    Next, we'll explore the many ways logging communication to your CRM can benefit your company from individual team members to managers and the customer. 

    RECORD KEEPING

    Logging communication in the CRM helps maintain comprehensive lead and customer records. HubSpot’s deal pipelines automatically track the most recent and upcoming activities, which makes it easy for reps to stay on top of follow-ups.  On the service side, support representatives can access customer history to understand previous issues and provide more informed assistance. This historical data can be invaluable to managers for reference, analysis, and decision-making. 

    KNOWLEDGE SHARING

    When communication is logged in the CRM, it becomes accessible to other team members and departments. This facilitates knowledge sharing and ensures that everyone is on the same page regarding customer interactions. 

    FOLLOW UPS + ACCOUNTABILITY

    Sales teams can track prospect engagement and ensure follow-up actions are taken as necessary. Service teams can track response times and SLA metrics. Notifications provide reminders and visibility, making it easier for users to be accountable and meet their goals.

    DATA ANALYSIS

    HubSpot automatically tracks the number of emails, calls, meetings, and task activities. Reports allow managers to identify trends, understand customer behavior, and make data-driven decisions to improve business strategies. 

    CUSTOMER RELATIONSHIP MANAGEMENT

    Logging the communication helps to build a complete picture of each customer, enabling personalized interactions and an improved customer experience. 

    CONTINUITY

    When a sales rep takes a vacation or leaves the company, having communication logged in HubSpot ensures that someone else can pick up where they left off.  Your customers and team members will thank you!

    PERFORMANCE EVALUATION

    Managers can use communication and activity logs to evaluate their team’s performance. They can review the quality and frequency of interactions, track progress, and identify areas for improvement.

    CUSTOMER INSIGHTS

    Over time, the data collected in the HubSpot CRM can provide valuable insights into customer preferences, pain points, and buying patterns. This information can be used to tailor sales strategies and improve customer satisfaction.

     

    Implementing CRM best practices like logging communication can enhance customer relationships, boost sales, and improve overall efficiency.  Contact Growth today if you're ready to take your business to the next level with strategic CRM solutions and maximize your potential.