Recipe: Seasoned contact management

What’s the best way to keep contacts up-to-date so we’re always engaging the right people at each account?

Ingredients

  • 1 custom user attribute applied to integration job*
  • 3 segments for identifying contact changes
  • 2 SuccessPlays for notifying team members

*This ingredient is optional if you sync contacts from another system. The steps are similar to this recipe for accounts no longer matching, except without the ability for notification on user segments.

Preparation

  1. Apply a date stamp to contacts for every successful sync.
    • Within Data Modeler, add a new user-level attribute for Last Sync Date.

    • Within Customer Data Hub, add a mapping using the Function Editor to set a custom date attribute each time the job runs:

      Make sure all Salesforce jobs have a setting to run a full sync and rebuild objects matching every night. Validate the mapping and save the job.

  2. Create segments for identifying contact changes.
    • Contacts out of sync: Start with a Users segment. Add filters: Last Sync Date over 1 day ago (user filter) AND Contact: yes AND Status: Paying (account filter).
    • Bounced contacts: Start with a Users segment. Add filter: Campaign Bounced Date in the last 90 days (user filter) AND Contact: yes AND Status: Paying (account filter). Add a column for "Campaign Bounced Reason." Save to your preferred SuccessBLOC.
    • Accounts with key contacts: Start with an Accounts segment. Add filters: User is the account Key Contact (user filter) AND Status: Paying (account filter). Save to your preferred SuccessBLOC.
  3. Create SuccessPlays for notifying team members to review contacts.

    • Review bounced contacts: Info and triggers ➡ Event-based | Users | Trigger Criteria: "Bounced contacts" segment. Actions ➡ Task assigned to account team member to review.

      If you have specific instructions for the different types of bounced reasons, consider setting up one play per reason (e.g., Is there some action your team member needs to take in Salesforce to indicate they no longer work at that company? Is there an issue with the person's email service? How should your team confirm the email is accurate?).

    • Review accounts without key contacts: Info and triggers ➡ Event-based | Accounts | Trigger Criteria: Is not in Segment: Accounts with key contacts (account filter) AND Status: Paying (account filter). Actions ➡ Task assigned to account team member to review.

      If you have specific instructions, provide them here (e.g., should they manually add a contact to Totango, or check within Salesforce to set a primary contact to the record?).

  4. Set a weekly reminder for yourself (admin) to review the "Contacts out of sync" segment to troubleshoot why certain contacts have stopped syncing.

Cook's note

Pairs well with this recipe for accounts no longer matching, including the ability for notification.

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