Contact management

Contact management helps you track and manage all stakeholders associated with your accounts.

Contact management

Contact profiles

Comprehensive view of contact information and roles

Relationship mapping

Track relationships between contacts and accounts

Communication history

Monitor all interactions with contacts

Preferences

Manage contact preferences and settings

Managing contacts

Creating contacts

Basic information

Example: Technical Contact Profile

Personal Information:
- First Name: Jane
- Last Name: Smith
- Title: Director of Engineering
- Email: jane.smith@acme.com
- Phone: +1-555-123-4567

Professional Details:
- Department: Engineering
- Role: Technical Contact
- Start Date: January 26, 2025

Influence & Authority:
- Decision Maker: Yes
- Budget Authority: Yes
- Technical Authority: Yes

Preferences:
- Language: English (US)
- Timezone: America/New_York
- Communication: Email preferred
- Meeting times: Morning (EST)

Role and responsibilities

Example: Role Configuration

Role: Technical Lead

Primary Responsibilities:
1. Technical Decision Making
   - Architecture decisions
   - Technology selection
   - Integration planning

2. Team Leadership
   - Resource allocation
   - Technical mentorship
   - Project oversight

3. Vendor Management
   - Technology evaluation
   - Implementation planning
   - Performance monitoring

Areas of Focus:
- Cloud infrastructure
- Security protocols
- Performance optimization

Communication preferences

Example: Contact Preferences

Communication Channels:
1. Primary: Email
   - Response time: < 4 hours
   - Hours: 9 AM - 5 PM EST
   - Format: HTML preferred

2. Secondary: Slack
   - Channel: #tech-integration
   - Response time: < 1 hour
   - Hours: 10 AM - 4 PM EST

3. Emergency: Phone
   - Hours: 24/7 for critical issues
   - Protocol: Text before calling

Meeting Preferences:
- Time: Morning (EST)
- Duration: 30-45 minutes
- Format: Video preferred
- Frequency: Weekly for updates

Contact roles

Role types

Technical contacts

Example: Technical Team Structure

1. Technical Lead
   Responsibilities:
   - Technical strategy
   - Architecture decisions
   - Integration oversight
   
   Access Levels:
   - Admin access to systems
   - Documentation control

2. Integration Engineer
   Responsibilities:
   - Implementation work
   - Technical support
   - Performance monitoring
   
   Access Levels:
   - Development environment
   - Testing tools

3. Technical Support
   Responsibilities:
   - Issue resolution
   - User assistance
   - Documentation
   
   Access Levels:
   - Support platform
   - Knowledge base

Business contacts

Example: Business Stakeholder Roles

1. Executive Sponsor
   Responsibilities:
   - Strategic oversight
   - Budget approval
   - Relationship management
   
   Key Activities:
   - Quarterly business reviews
   - Strategic planning
   - Contract negotiations

2. Project Manager
   Responsibilities:
   - Project coordination
   - Resource management
   - Timeline tracking
   
   Key Activities:
   - Weekly status updates
   - Resource allocation
   - Risk management

3. Finance Contact
   Responsibilities:
   - Budget management
   - Invoice processing
   - Cost tracking
   
   Key Activities:
   - Monthly reconciliation
   - Budget reviews
   - Payment processing

Support contacts

Example: Support Team Structure

1. Support Manager
   Responsibilities:
   - Team leadership
   - SLA management
   - Quality assurance
   
   Key Metrics:
   - Response times
   - Resolution rates
   - Customer satisfaction

2. Technical Support Lead
   Responsibilities:
   - Complex issue resolution
   - Knowledge base management
   - Team training
   
   Focus Areas:
   - Technical troubleshooting
   - Process improvement
   - Best practices

3. Support Specialist
   Responsibilities:
   - Day-to-day support
   - Issue documentation
   - User training
   
   Activities:
   - Ticket management
   - User assistance
   - Documentation updates

Contact relationships

Map relationships

Example: Stakeholder Mapping

Account: Acme Corporation

Executive Level:
- Sarah Johnson (CTO)
  └── Technical Decisions
      ├── Jane Smith (Dir, Engineering)
      └── Mike Chen (Dir, Infrastructure)

Project Level:
- David Wilson (Project Manager)
  └── Implementation Team
      ├── Lisa Wong (Tech Lead)
      └── James Brown (Support Lead)

Support Level:
- Emma Davis (Support Manager)
  └── Support Team
      ├── Alex Thompson (L2 Support)
      └── Chris Lee (L1 Support)

Define communication flows

Example: Communication Matrix

Strategic Communications:
1. Executive Updates
   - Frequency: Monthly
   - Participants: CTO, Directors
   - Format: Executive summary

2. Project Updates
   - Frequency: Weekly
   - Participants: Project team
   - Format: Status report

3. Support Updates
   - Frequency: Daily
   - Participants: Support team
   - Format: Ticket summary

Track engagement

Example: Engagement Tracking

Contact: Jane Smith (Dir, Engineering)

Recent Interactions:
1. QBR Meeting (Jan 26, 2025)
   - Type: Strategic
   - Outcome: Approved expansion
   - Next steps: Technical review

2. Technical Workshop (Jan 20, 2025)
   - Type: Technical
   - Outcome: Architecture approved
   - Next steps: Implementation plan

3. Support Review (Jan 15, 2025)
   - Type: Operational
   - Outcome: Process improvements
   - Next steps: Team training

Best practices

Regular updates

Keep contact information current and accurate

Clear roles

Define and document roles and responsibilities

Relationship tracking

Map and maintain stakeholder relationships

Communication logs

Document all significant interactions

Account management

Learn about account management

Activities

Track account activities

Tasks

Manage account tasks

Notes

Keep account notes

Guides