In CRM if you set your incoming email tracking options to track replies, if someone else responds to an email that you send and track, the response will be tracked. However, if you respond to your own email, that response will not be tracked. These emails should also be tracked.

This simple change would go a long way in filling the tracking gap outside of Outlook. Currently, if a customer replies to my email, it is tracked, but if I reply to their response outside of Outlook, the response is not tracked.

if it was, and I was on my phone and replied to a customers response, I could copy myself on the email to initiate my response being tracked.