Keep track of the people you deal with

A contact is a person you talk to: the buyer, the accountant who approves payments, the engineer who signs off a delivery. Recording who they are and what role they play helps the whole team call the right person, and keeps that knowledge when a rep leaves.

Add a contact

1. Open CRM › Customers › Contacts and select Add contact.

1. Type the First name; it is the only required field. Add the Last name if you have it.

2. Choose the Customer the person works for, and enter the Job title and Department.

3. Choose the person's Role: Decision maker, Influencer, User, Technical, Financial or Other.

4. Enter the Email, Phone and Mobile, and the Preferred contact method.

5. Fill any Custom fields and Notes, then select Save.

You can also add contacts while you add a customer, in the customer form's Contacts section.

The primary contact

Each customer and organisation has one primary contact, the person the team calls first. In the contacts list, open the row's Actions menu and select Set as primary, then confirm. The flag moves from the previous primary contact automatically. The Primary column shows who it is.

Find contacts

• Type in Search contacts… to find a person.

• Filter by role. All roles clears the filter.

• Export the filtered list to Excel or PDF.

Contacts on an organisation

An organisation's Contacts tab shows the people who work there now (Current) and those who used to (Past).

• Link contact links an existing person to the organisation, with a Role in the deal, Department and Start date.

• Make primary sets the organisation's primary contact.

• End employment records that the person no longer works there. Their history is kept, and they move to Past.

When a person moves to another company, end their employment on the old organisation and link them to the new one. The Employment history on the contact shows every organisation they have worked for, with the dates.

Delete a contact

Open the row's Actions menu, select Delete and confirm in Delete contact. If the person has simply left the company, prefer End employment on the organisation: it keeps the history of who you dealt with.

Common questions

Why does saving a customer warn that the contact is linked to another customer? A contact belongs to one customer at a time. If you add a contact who is already linked elsewhere, saving moves the contact to the customer you are editing.

Can I stop marketing messages to one contact? Yes. Marketing consent is recorded per address on the organisation and on Customer 360. See marketing consent.