How to Track Customers and Make it Count

How to Track Customers and Make it Count

One advantage of digital marketing is that you can track your audience far more closely than was possible 10 years ago. Here tracking customers means you can learn what works out for them, guide them through the customer journey and tailor your campaigns according to the specific behavior of each potential customer.

Because customer tracking is now an important part of the marketing toolbox, we at Agile CRM place great stress on helping you effectively track customers and initiate automated processes based on customer behavior. Large enterprises shouldn’t be the only businesses that can take advantage of customer tracking, so we’ve made sure that our SMB-friendly CRM comes with robust customer tracking on all plans.

Let’s go through three ways you can use to track customer.

Guide Customers on Your Website

You can track visitors as they browse your website through use of an Agile CRM code snippet that uniquely identifies the visitor with a cookie.

Once this cookie is added to the visitor’s web browser, you can see which pages they have visited and even create automated behaviors based on how they browse your site.

One good way to utilize this tracking feature is by tying it to automation where you can send a follow-up email if a customer has visited a particular product page. You can include a coupon or other incentive tied to the product the customer was browsing, or just advance the sale through follow-up information and prompt the customer to take the next step.

Email Based on Past Behavior

Customized email always has greater success than a one-size-fits-all approach. You can track email opens and clicks within a marketing email when sending them through the Agile CRM system or using our Google Chrome plugin that allows tracking within your Gmail account.

Armed with data on which customers open particular emails and what links they’ve clicked on, you can initiate an automated workflow that sends different follow-up emails depending whether the customer opened the first email or clicked on a particular link. Your automated workflow could even forward the contact to the sales department for a follow-up call if the contact clicked several links in the email or the right call to action button.

Automated SMS Prompts

In cases where a prospect’s activities on your website and email campaigns have decreased, you can use SMS automation to prompt re-engagement. By tracking both web browsing and email engagement on an individual level, you can create an automation routine for when engagement starts to slide.

An example of how this might work is when a prospect clicks on a form but forgets to input details. From within Agile CRM you can have an automation that sends an SMS reminding them to fill out the remaining form.

Another example is when a customer visits a particular product page on your site. You could automatically send them discount coupons or latest product updates using SMS and see how often the links you send are being clicked. Based on the click-through rate, you then could score them and further categorize them under a different sales level so the sales team can close the sale.

There are other uses for tracking as well, including Twitter tracking to capture more prospects. These three are just ideas to get you started.

Agile CRM offers businesses a lot of marketing, sales and customer service tools built into the CRM platform. Amongst them, our tracking features might just be some of the most important one. Tracking is a powerful stuff when used right–especially when tied with automation.

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Peter Kowalke

Peter Kowalke is a journalist and editor who has been covering business, technology and lifestyle trends for more than 20 years.

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