Should I merge a contact in this case?SOLVE
Jan 9, 2018 7:07 PM
So I understand the ramifications of merging contacts in Hubspot. But the real question I have is should I? Here are the two use cases I'm thinking of.
Back ground, we are a B2B SaaS company.
First - Contact with business and personal email
We find that users might cycle between email that is from the personal domains and their company domains. We only want outbound comm's to company domains, but because contacts might send us content via their personal email we want to keep things streamlined.
Second - Contact leaves one company, then joins another company.
We can leave the two contacts alive, but clearly the old contact is no longer valid...its a dead end.
Solved! Go to Solution.
Jan 30, 2018 9:27 AM
Thanks for the feedback everyone and the reference about depreciated contacts. That's a use case we are seeing a great deal of as well. (so an upvote for me there)
I think it ties nicely to how this should end up too.
Step 1 The contact is no longer with the company. You need to mark the contact as unusable for the time being as you likely don't know where they are now, just that they are gone.
Step 2 you pick up the contact at their new company and need to effectively transfer them over.
What still concerns me about merging the contact records together is in sorting out what information on the contact really should transfer over versus what should not.
A. Lead scoring.
B. Workflow history (ie would the "new" contact record still be excluded from re-running a workflow?)
C. Salesforce linkage (I'm putting this in because I have to now, but frankly we are going to turn off Salesforce soon)
E. Conversion information
What is critical to me is the activity history. You want to keep that history of their engagement with us, and our people, so that you ensure good conitnuity and don't repeat things they have seen already.
As closing reference, the goal on our end is that our service would follow this contact to the new company and help us sell into that new organization. For now I'm going to try merging a couple of contacts and see what that looks like.