Activity log
The running history on a customer record: calls, texts, emails, meetings, notes and what was promised each time.
Use this definition in team training or when clarifying a sales note.
Definition
The activity log is the narrative of the relationship. It should show every contact attempt and outcome in order, so anyone opening the record can see what has already been tried, what the customer said and what is scheduled next.
Logs fail in two directions. An empty one hides real work, because calls that happened were never recorded. A cluttered one hides it just as well, when automated messages and system events bury the three human conversations that matter under a hundred entries nobody reads. Both end the same way, with the next person guessing.
Why it matters
The log is what a manager reads before joining a call and what a rep reads before returning one, so its quality decides how the next conversation starts. It is also the only defense you have when a customer says they were promised something. Keep the human contacts easy to pick out from the automated ones and the record stays useful.