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Best Way to Track Client Contacts in CRM When They Move On?

  • 1.  Best Way to Track Client Contacts in CRM When They Move On?

    SILVER CONTRIBUTOR
    Posted 11 days ago
    Hi There!

    We have a situation where we need a good way to keep track of when existing client contacts move on to a new job--these people historically bring our software with them, and we'd like to be more proactive with welcoming them to a new position.

    I'm thinking we can use our CRM to identify and track when an existing client contact moves to a new job, but we don't always know where they are going yet. Currently, when we learn that a person has moved on, we deactivate their Contact record. What I'd like to do is create a "holding place" Account (calling it something obvious, like "No Longer There") and then move the Contact record of the person who's left into that holding place Account until we can contact them to find out where they went. We also use the Sales Navigator connection, so it's possible that we could even use their Contact record to see their new job and then connect with them via Sales Navigator/LinkedIn.

    Of course, then the next question would be how to approach the new data--the old Contact record is then technically a new Lead...

    My question is twofold:
    Is this the best way to approach the situation? Or has someone else created a different scenario that might work better?

    Thanks!!!

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    Natalie Jackson
    Marketing Director
    emfluence Marketing Platform
    Kansas City MO
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  • 2.  RE: Best Way to Track Client Contacts in CRM When They Move On?

    TOP CONTRIBUTOR
    Posted 11 days ago
    @Natalie Jackson we have the same/similar need.  We would like to know when one of the contacts is employed by a new company.  We do not want to actually "move" the contact, because we want all associated records to remain with the prior company (opportunities, activities, etc) but we would like to somehow link them so we can see their prior work experience.  I will be anxious to see if anyone has suggestions!  - Laura​

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 3.  RE: Best Way to Track Client Contacts in CRM When They Move On?

    Posted 10 days ago
    Hi there

    my suggestion would be to create Connections between the person and the old/new companies which would show the start and end dates

    so contact leaves company - updates end date on connection and creates new connection to 'Moving' account
    Contact Joins Company = Updates end date on connection to Moving Account, Creates connection to New account

    You then have a marketing list based on connections to Moving Account where end date not set

    regards

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    Paul Smith
    SSAFA
    London
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  • 4.  RE: Best Way to Track Client Contacts in CRM When They Move On?

    SILVER CONTRIBUTOR
    Posted 10 days ago
    Hi Paul!

    Thanks! I hadn't thought of using Connections for the Marketing List piece of this. So that I understand--you're saying move the Contact to a "temporary Account" (until we know where they moved to), and once we know where they moved, change them to the new Account and update the Connection. Then the Marketing List = all Contacts with no Connection endpoint, correct?

    Do you have any thoughts on tracking this process? The Contact at a new company would technically be a new Lead (for reporting purposes), but obviously we couldn't retroactively make them a Lead.

    I appreciate this response!

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    Natalie Jackson
    Marketing Director
    emfluence Marketing Platform
    Kansas City MO
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  • 5.  RE: Best Way to Track Client Contacts in CRM When They Move On?

    Posted 10 days ago
    Hi Natalie

    So - to get this clear in my head

    Company A wants to use your software
    lead created as person X at Company A
    progress thru opportunity to create Account for Company A and Contact for Person X (with Company A as parent Customer)
    All is well

    You get an email bounce back (from a communication) saying that Person X no longer works for Company A

    You would change the Parent Customer on the contact to TEMP COMPANY (watch out for your cascading updates on activities)
    A workflow could then create an activity (new Activity Type) or Connection

    Person X joins Company B and gives you a call

    You would change the parent Company to PROSPECT COMPANY (or the actual one) and a workflow could then create a Lead that is linked to the contact to start with. you might get some duplicate check screens come up but it will work

    That's my thoughts

    Hope they help




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    Paul Smith
    SSAFA
    London
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  • 6.  RE: Best Way to Track Client Contacts in CRM When They Move On?

    SILVER CONTRIBUTOR
    Posted 10 days ago
    I'm with you! Thanks, Paul!

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    Natalie Jackson
    Marketing Director
    emfluence Marketing Platform
    Kansas City MO
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  • 7.  RE: Best Way to Track Client Contacts in CRM When They Move On?

    SILVER CONTRIBUTOR
    Posted 10 days ago
    As mentioned, though, changing the parent company of the one record affects cascading behaviour - notably activities.  Also, it makes it harder to see the history/dates without having to go to audit logs.

    We don't love it, but the solution we ended up using in the end was to think of contact records like contact cards instead of as people, and to have one parent contact record to tie them together.  So we have what we call the "main contact" record, and then a child "organizational contact" record underneath where we have the info specific to them as a contact at that organization.  Contact info, activities, start and end dates, etc...

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    Allison Walters
    IT Coordinator
    Centre for Affordable Water and Sanitation Technology
    Calgary AB
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