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What to do in CRM when a Contact Changes Companies

  • 1.  What to do in CRM when a Contact Changes Companies

    SILVER CONTRIBUTOR
    Posted May 25, 2022 12:12 PM
    What do you do at your companies with a contact in CRM that changes companies? Is there a best practice? We don't want to lose any history, so I don't just want to change the Account name the contact is associated with. Thanks!

    ------------------------------
    Mary Lauren Hughes
    CRM Administrator
    InfoWorks, Inc.
    Nashville, TN
    ------------------------------


  • 2.  RE: What to do in CRM when a Contact Changes Companies

    SILVER CONTRIBUTOR
    Posted May 26, 2022 12:55 AM
    Hi Mary

    Not a lot of choice I'm afraid.

    Best option I've found - and it gets discussed often - is the rename the current contact by add the first company in brackets to their surname to distinguish it from the new contact.

    Then create a new contact and connect to the new company. Obviously , Will have new email address so tracking should be okay. May delete the contact phones numbers as well for the old contact.

    Also, I would also mark the old contact either as deactivated or if you don't want to do that as you may accidentally delete it is to add a custom field or use a description field saying don't use in CAPITALS.

    Pete

    ------------------------------
    Peter Hale
    Naish Pty Ltd
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  • 3.  RE: What to do in CRM when a Contact Changes Companies

    TOP CONTRIBUTOR
    Posted May 26, 2022 02:36 AM
    Edited by Donal McCarthy May 27, 2022 03:45 AM

    99% of the time we deactivate the contact and create a new one if we know where they are going.

    Contacts are functions of accounts.

    You can add links to the old Contact row if you need to.

     






  • 4.  RE: What to do in CRM when a Contact Changes Companies

    Posted May 26, 2022 11:43 AM
    Hi Donal,

    When the contact is deactivated does their related activity history remain visible on the Timeline?

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    Gabriella Simpson
    OpenTech Alliance
    Phoenix
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  • 5.  RE: What to do in CRM when a Contact Changes Companies

    SILVER CONTRIBUTOR
    Posted May 26, 2022 03:04 PM
    @Donal McCarthy, I have Gabriella's same question. When the contact is deactivated, does their related activity history remain visable on the Timeline?​

    ------------------------------
    Mary Lauren Hughes
    CRM Administrator
    InfoWorks, Inc.
    Nashville, TN
    ------------------------------



  • 6.  RE: What to do in CRM when a Contact Changes Companies

    SILVER CONTRIBUTOR
    Posted May 26, 2022 03:17 PM

    Yes

    The timeline on the inactive contact remains intact and continues to displays on the account timeline. This ensures continuity!
    this is easy to check in your development system or test system

     

     

    Thanks

     

    Rick Jarvis
    Manager – Sales Operations
    Kraton Chemical
    Mobile: +1 904 687 3202

     






  • 7.  RE: What to do in CRM when a Contact Changes Companies

    GOLD CONTRIBUTOR
    Posted May 26, 2022 06:09 AM

    Hi Mary
    We have a Membership offering which means some contacts have additional benefits/discounts over others, so it's important to have clear business rules for when a Contact tells anyone in the business they are moving to another company to ensure they get the correct benefits and discounts.

    We have an Employment status section on the Contact, users are trained to change Employment Status from "in post" to "moved on" then Deactivate the Contact record

    They then need to create the New Contact from the Account they are moving to (if you know it!) and then on the New Contact they link the former/old company Contact record in the Previous Post field on the New Contact form

    Doing it this way also enables to have some workflows to alert say the Membership team that Contact X is moving to Company Y (non-members) do you want to contact them about Membership.  Also enables users to look at previous quotes/enquries/engagement of when the Contact was at the former company.

    Seems to work well for us and we've also added to the Employment Status additional options such as Mat/Pat Leave, Deceased and Duplicate and periodically mop up any contacts that are tagged as duplicate (drop in the ocean but also helps a bit)

    Hope helpful - Sophie



    ------------------------------
    Sophie Marsh
    Campden BRI
    Chipping Campden
    ------------------------------



  • 8.  RE: What to do in CRM when a Contact Changes Companies

    Posted May 26, 2022 08:16 AM
    Our team uses the First Name, Last Name and email address to create a unique identifier, therefore we would set the old record to Inactive and then create a new record for this user with there new email address. We only service companies and try not to accept email address that are not part of an organization.

    ------------------------------
    Jeff Rath
    Sr. System Analyst
    Okuma America Corporation
    Charlotte NC
    ------------------------------



  • 9.  RE: What to do in CRM when a Contact Changes Companies

    SILVER CONTRIBUTOR
    Posted May 26, 2022 08:21 AM

    The contact is specific to that company, it is NOT the person.

    If you reparented and changed the email address, all history of the prior activity would follow and that would be wrong

    We see this in our industry all the time.

     

    Our practice is

    1. Deactivate the existing contact
    2. Create a new contact in the new company

     

    Thank You / Dankjewel /谢谢 / Gracias / Obrigado / ありがと / Grazi / Danke / 감사 해요

     

    Rick Jarvis
    Manager – Sales Operations
    Kraton Chemical, a Subsidiary of Kraton Corporation
    Office: +1 904 928 8887  |  Mobile: +1 904 687 3202
    9000 Southside Blvd, Suite 1300, Jacksonville, FL 32256 USA
    www.kraton.com

     






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  • 10.  RE: What to do in CRM when a Contact Changes Companies

    Posted May 26, 2022 07:10 PM
    We typically add the old company name to the Personal Notes section. I hope others comment as I'm interested to hear what others do. 





  • 11.  RE: What to do in CRM when a Contact Changes Companies

    Posted May 27, 2022 12:32 PM
    Edited by Brett Vandale May 27, 2022 12:34 PM
    Hi Mary.  We automatically create a new Connection record when a contact's org is changed.  We use the role of "Former Employer" that we use to limit a grid on the contact form called Employment History.  We also added Title and Notes fields to the Connection for employment history records.

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    Brett
    ECG Management Consultants

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  • 12.  RE: What to do in CRM when a Contact Changes Companies

    SILVER CONTRIBUTOR
    Posted May 27, 2022 01:20 AM
    In addition to what others have described we also create a "Same Person" connection between the old Contact and the new Contact so you are able track that it is the same person. This is important for maintaining a relationship with a person you have already built a rapport with.

    Also worth mentioning Cases will still be created against deactivated Contacts so if you leave the company email address on the Contact you are deactivating you will still receive any emails that continue to be sent from that email address.

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    Mark Westerman
    Charles Sturt University
    Thurgoona
    ------------------------------



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