Using Microsoft Outlook as a CRM
Looking for a CRM solution to better manage your client interactions?
There are many widespread options out there that can provide in-depth solutions. Some provide so many features that you could be looking at a significant expense for both training and implementation of the solution.
However, if your CRM needs are more basic, Outlook may be a perfect solution. If you are looking for ways to track activities as they relate to client interactions, such as phone calls, calendar appointments, e-mails, and project tasks, then you can use the tools already provided in Outlook.
The majority of people who use Outlook, do not realize the advanced functionality they have, with this tool, to better manage their client interactions. Outlook allows you to link any of its objects (tasks, appointments, e-mails, etc...) to any of your contacts stored in Outlook. You can then view that specific contact and see any objects you have tied to it, so that you can track activity related to the contact.
Outlook automatically links any e-mails sent to or received from a contact, to that actual contact that is stored in Outlook. But you can also link an e-mail to that contact, even if it is not going to them.
To turn on the contact linking feature in Outlook 2007, go to Tools | Options, then click on Contact Options. Check the option under Contact Linking. This will provide a field in all Outlook objects where you can link to the desired Outlook contact.
For phone calls, discussions or other types of client activities, you can use Outlook's journaling feature. Journaling allows you to track activities, collect notes, attach documents, and even run a timer to capture duration of activities. These can then be linked to a client so you can view this activity by the actual contact.
Once you have linked various Outlook objects to a contact, you can view the activities of a contact by clicking on the Activities item on the Ribbon. This will allow you to sort by date or subject, as well as filter by the type of activity.
The largest limitation of using Outlook as your CRM, is that it will only track this client interaction on your own computer. If you need to share this client activity among multiple people in your organization, you will need a more full blown solution.
However, if you are looking to track Outlook activity around clients you have stored in your own Outlook contacts, then Outlook can provide you with all of the fundamental tools to do so. This can save you time and money, as well as give you more intelligence in managing your clients and contacts.
Microsoft CRM is also available for companies with more advanced CRM needs. Please contact us for more information.
