Activity Management is one of the central building blocks for CRM. It allows you coordinate customer-facing activities and develop a compete view of the account. 

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Whether you are in account management, sales, or support, this process map answers three of the most basic questions.  

• What do I do when I get a phone call from a customer?
• What do I do when I get an email from a customer?
• How do I manage my tasks and activities?

If you can get these concepts across everything else starts to fall in place. Reps realize that there is valuable information inside Salesforce so they login and keep information up to date. Because the information is up to date managers can run the reports and dashboards they need and get visibility into their business. When managers trust the information they begin to manage to the application, which starts a self-perpetuating cycle. 

Additional Process Maps: Sales and Marketing, Activity Management, Service and Support, PRM