Hi @miles welcome to the community.
The answer/solution probably depends on exactly how your team and your projects are structured. Assuming that the problem you had in your specific example was that you couldn’t see the interactions that your team had, had with the client, so you went ahead and did something that was already underway. So to help answer here is one way of going about it.
If you a small number of clients that have lost of different interactions that you want to track. Then setup a Project for each Client. Then have a different Section for each key interaction with the client, the each task in that section can be assigned to someone who is doing the activity and with a relevant due date. So in your example you would have;
Project: Client 1
Section: Calls
Section: eMails
Section: Follow Up
Section: Proposals
The call that came in Wednesday may look like this;
Task Name - Phone Call 10:15am 12th April - Re New Proposal
Description - Person who took the Call: Team Member 1
Overview of what the call was about: Blah Blah rang re.
Subtasks:
- Followup Call re Proposal (Assigned to Team Member, and Due Date of 17th.)
- Develop Proposal (Assigned to Team Member x, and Due Date of 21st)
Each of the subtasks can then be multi home back into the Client Project under the relevant sections.
Then when you took the call from the client you can go to there project, see all the future actions that are under way, Follow up Calls, Proposals etc and also what was discussed and agreed during the previous call.
You can apply the same above principal if you choose to have a Client as a Single Task, the only problem is that a SubTask can only belong to one Task. So you can have Sub Tasks under the call task but just notes of what was agreed and @ references to the new subtasks.
Have a look at these community articles about CRM solutions;
Hope this helps…
I personally use the one Task per person method.
Jason.