Using CRM is essential and the challenge is providing a solution that is an intuitive extension of what your employees already do each day.
I have asked Managers, “Why would you fire one of your employees”? The answer usually implies that the employee is not doing the BASICS of calling, setting appointments, doing follow-ups and closing business. They think the answer is to track all activities by making their employees record them. Then the Manager will drive those metrics and expect higher productivity and success. Seems logical but not that simple in dealing with day to day reality.