When companies track and analyze their customer’s data, it helps them identify possible opportunities and challenges — and make data-informed decisions on what’s the best action to take. This is why customer tracking is essential to understanding audiences and creating scalable growth.
But what exactly is customer tracking? And why does it work?
In this blog post, we’ll answer these questions, how to execute it, and why monday CRM can help.
What is customer tracking?
Customer tracking allows companies to gather insights to better understand their customer’s behaviors and preferences. With this data, you discover who your customers are, what they need from you, and how you can give them the best experience possible. The different types of customer data a company might track can include:
- Traffic channels like organic search, paid ads, referrals, and social networks
- Email metrics
- Support tickets
- Communication like phone calls, appointments, notes, and follow-up items
Customer tracking allows companies to gather insights to better understand their customer’s behaviors and preferences. With this data, you discover who your customers are, what they need from you, and how you can give them the best experience possible.
These insights help companies make data-driven decisions on how to best serve their customers. The results of these decisions can produce:
- Improved customer support
- Better product development
- Personalized marketing campaigns
Ultimately, tracking customers leads to a better experience for the customer. And since 76% of consumers will stop doing business with you after just one bad experience — a tracking system should be part of your business.
What is a customer tracking system
Customer tracking systems are designed to help companies monitor and analyze customer activity across multiple channels and touchpoints in real time. They provide detailed and crucial insights into your customer’s behaviors and preferences — and your company’s performance.
They often come with powerful features, like automations and customizations, that simplify how teams track customers as they move through the customer journey. And tools like predictive analytics can anticipate customer demand.
Customer insights help companies make data-driven decisions on how to best serve their customers.
Customer tracking systems also ensure growing companies are well-equipped to manage and understand the complexities of their increasing customer base.
All in all, customer tracking systems help businesses streamline their operations and retain customers.
Read also: Know everything about managing effective customer relationships
What is the best customer tracking software?
There are many customer tracking systems on the market. Let’s take a look at five.
1. monday CRM
monday CRM is for businesses of all sizes. It allows companies to track purchase history, email activity, proposals, signatures, and more. The software comes with an easy-to-use interface and customizable dashboard. Additionally, it has over 50 integrations — ensuring your team can track customer interactions across all its channels.
2. Engagebay
Engagebay comes with sales tracking software that allows companies to log and record customer communications. The software also converts customer data into reports — and it can be filtered using specific criteria.
3. Kayako
Kayako is a helpdesk solution. It tracks customer help center visits, transactional metrics like calls or emails, and customer support tickets. It also comes with an easy-to-implement API that allows companies to connect Kayako to other applications.
4. Hiver
Hiver helps companies improve customer service with real-time data. It keeps track of and analyzes important metrics like individual turnaround time, average resolution time, and more. Additionally, you can collect customer feedback using CSAT surveys on your website.
5. Tenfold
Tenfold is a cloud-based solution that helps maintain a clear view of customer data. It does this by integrating your customer traxking, workflow, and engagement systems — allowing you access to CRM data, call controls, and other customer activity in one centralized location.
4 verticals for effective customer tracking
The verticals you use to track your customers will vary depending on your business. You can track your customers across their entire customer journey, for example, or at certain stages. Nevertheless, there are many options for you to choose from. Let’s look at four of them.
1. Email performance
Tracking email performance allows companies to get detailed insights on how to engage their customers effectively. This process often involves using software that tracks metrics like:
- Open rate
- Link clicks
- Click-through rate (CTR)
- Bounce rate
- Unsubscribe rate
If your sales team has this data at hand, they can anticipate when a customer might need additional assistance based on their previous actions. Likewise, they can schedule follow-up emails if potential customers don’t respond.
Not only does this nurture relationships — it’s easier to identify prospects who are ready to buy. You can use integrations to pair tools like monday CRM with your email campaign software to make gathering this data much easier.
2. Communications
Customer tracking can extend to calls, meetings, and more. Tracking this type of information allows teams to know the history each customer has with the company.
And all of this data combined provides valuable feedback to ensure sales teams can:
- Measure customer responsiveness
- Answer customer questions quickly
- Identify successful patterns in communication
- Decide who to follow up with
This helps sales reps stay connected with customers throughout the entire buying journey.
3. Quotes and proposals
Has your client gone silent after you sent a business proposal?
Having accurate records of all customer proposals and quotes makes it easy to follow up with leads that may have gone cold. This includes:
- Tracking the progress of negotiations and their status
- Seeing if the documents have been opened
- How leads have interacted with the documents
Ultimately, quote and proposal tracking prevent potential customers from falling through the cracks while at the end of their buying journey.
4. Past purchases
Tracking customers’ past purchases allow businesses to gain insight into spending habits. This helps anticipate customer needs and provide more personalized customer experiences.
This can look like creating discounts for shoppers who frequently purchase the same products, or making customers aware of upcoming deals or sales.
Moreover, tracking past purchases helps companies see what offerings are popular, and if any should be discontinued.
How to use monday CRM for advanced customer tracking
monday CRM is built on the monday.com Work OS. It comes with a fully customizable dashboard that allows you to see all of your customer data in a digestible and visual way. Some of our top features that make customer tracking simple include:
Automations
When you track your customer’s email activity, for example, monday CRM lets you build automated workflows. A workflow can notify specific sales reps once a customer has taken an action, like clicking on an email. This makes sure everyone on your sales team is on the same page as your customers — so they can be moved along their buying journey.
Customizable dashboards
With monday CRM, you can easily bring your customer information to life with visually intuitive dashboards. Choose from 27+ views, 36+ columns, and 25+ widgets to organize your customer information in a way that works for you. These dashboards are fully customizable, so you can filter and organize customer information by whatever metric is most relevant, empowering you to make the most informed decisions possible.
Activity management
Log and track all customer activities, from phone calls, to emails, or even social media interactions in one cohesive place for a 360-degree view of your customers. You no longer have to worry about losing crucial customer information or sifting through several tabs to find it.
Some other monday CRM features that allow businesses to keep track of their customers in different ways are:
- Invoices – create, edit, and share templatized invoices all within the CRM.
- Orders – track orders in real-time, notifying necessary team members when an order progresses through stages.
- Interactions– track all customer interactions at a glance with the CRM item page.
- Email metrics – automatically track important email metrics like open rates, email delivery rates, and click-through rates with easy-to-understand dashboards.
- Won, pending, and lost leads – set automated parameters to easily centralize and qualify your leads in one place.
Utilize customer tracking to better your customer’s experience
Customer tracking helps your company understand its customer’s needs and preferences. With these insights at hand, companies will have a much clearer picture of who their customers are — and know how best to serve them now and in the future.
To that point, using the right customer tracking software can make all the difference. And you should Invest in a platform that provides all the features your business needs. This will allow your sales team to reap the benefits from AI-powered data that’ll help you put optimal strategies in place.
FAQ's about customer tracking
Why should you track your customers?
Every business should track its customer’s behavior across all relevant marketing channels. This allows team members to learn how audiences interact with the brand across multiple touchpoints. Then, they can build in-depth buyer personas and optimize strategies for marketing, pricing, and more.
What is customer journey tracking?
Customer journey tracking is monitoring your customer’s interactions across all digital touchpoints — until they make a purchase. Tracking customer journeys can provide information on how often customers interact with your business, how they find out about it, and where they drop off in the sales cycle.
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