We started seeing contact records created by HubSpot that only have a name and an email. It turns out that when a salesperson is emailing an existing contact from the Outlook plug-in, and then the contact replies to that email thread using a NEW email, it creates a brand new contact record, instead of just updating the existing contact record with the most recent email used by the contact. Of course, as marketers, this means that we have to A) discover the blank record that a salesperson caused and B) merge the records so that all activity for a single contact is on a single record. I'd like to suggest two options: 1. Make it so that if a sales email identifies a new email for the contact - simply UPDATE the existing record with the most recently used email by the contact. We know it's that person, why create a new record? or 2. Give some sort of alert or indicator that a MERGE might be needed, as the "from email" doesn't match the last known "to" email for the contact. This would give salespeople the heads-up that the email has switched and allow them to update the contact record. Would allow us to avoid getting questions about "where did my conversation go? I don't see it in the CRM."
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