Account & Contact Management

Accounts and Contacts are the foundation of every customer relationship. Once a lead converts, it becomes an Account (the company) and a Contact (the person). Managing them well means your entire team shares a single, trusted view of every customer.

Account Management

Company Profiles

Every account starts with a rich company profile that keeps your team aligned.

• Core Details: Company name, website, phone, billing and shipping addresses.
• Industry Classification: Categorize accounts by industry (e.g., Healthcare, Manufacturing, Technology) to tailor your sales approach.
• Revenue Tracking: Record Annual Revenue and Number of Employees to size opportunities and prioritize outreach.
• Account Health Score: An AI-generated score (0–100) that combines deal velocity, support ticket trends, and engagement signals so you can spot at-risk customers before they churn.

Account Hierarchy

Model real-world corporate structures with parent-child relationships.

• Parent Accounts: Link subsidiaries to a global headquarters for consolidated reporting.
• Roll-Up Metrics: Aggregate revenue, open opportunities, and case counts across the entire hierarchy.

Account Types

Classify every account to drive the right playbook.

• Prospect: A qualified company that has not yet purchased.
• Customer: An active, paying account.
• Partner: A channel, referral, or technology partner.
• Competitor: Track competitor accounts for market intelligence.

Account Teams & Territory Management

Ensure the right people own the right accounts.

• Account Teams: Assign an Account Executive, Solution Engineer, and Customer Success Manager to each account with defined roles.
• Territory Rules: Automatically assign accounts to territories based on geography, industry, or revenue band.
• SLA Tiers: Tag accounts as Gold, Silver, or Bronze to set response-time expectations across sales and support.

Contact Management

Contact Profiles

Maintain a detailed record for every person you interact with.

• Key Information: Name, title, email, phone, department, and preferred communication channel.
• Social Integration: Pull in LinkedIn profiles and recent posts to prepare for meetings in seconds.
• Communication History: Every email, call, and meeting is logged automatically, giving any team member instant context.
• Opt-In Preferences: Track communication consent and preferred channels to stay compliant with privacy regulations.

Decision-Maker Mapping

Understand the buying committee before you pitch.

• Contact Roles: Tag each contact on an opportunity as Champion, Influencer, Decision Maker, or Blocker to visualize the power map.
• Contact Levels: Record seniority—C-Level, VP, Director, Manager, or Individual Contributor—so you engage at the right altitude.
• Org Chart View: See the reporting structure at a glance and identify gaps in your coverage.
• Engagement Tracking: Monitor each stakeholder's activity level so you know when a Champion goes quiet or a Blocker re-engages.

Customer 360 View

Unified Interaction Timeline

See every touchpoint in one chronological feed—no more digging through inboxes or calendars.

• Activity Stream: Emails, calls, meetings, notes, and tasks displayed on a single timeline.
• Milestone Markers: Key events like "Contract Signed" or "Support Escalation" are highlighted automatically.
• Team Collaboration: Tag colleagues in notes and comments so follow-ups never fall through the cracks.

Cross-Cloud Visibility

Break down silos by surfacing data from every corner of HotCRM in one place.

• Support Cases: View open and resolved cases from the Service Cloud without switching apps.
• Contracts & Invoices: See active contracts, renewal dates, and outstanding invoices from the Revenue Cloud.
• Campaign Engagement: Check which marketing campaigns a contact has interacted with, including email opens, event attendance, and ad clicks.
• Product Usage: If your product sends telemetry, see adoption metrics right on the account record to inform upsell conversations.

Relationship Mapping

Visualize the connections between accounts and contacts to navigate complex deals.

• Account Relationships: Link related accounts—e.g., a consulting firm and its client—with named relationship types.
• Influence Map: See who influences whom inside a buying committee to build a winning deal strategy.
• White-Space Analysis: Identify departments or business units where you have no contacts and create a plan to expand your footprint.

Best Practices

1. Keep Data Clean: Deduplicate accounts and contacts on a regular cadence. Merge records rather than creating new ones.
2. Map the Buying Committee Early: Identify at least three contacts—including a Champion and a Decision Maker—before advancing past the Qualification stage.
3. Use Account Hierarchy: Always link subsidiaries to their parent account so leadership can see the full picture during Quarterly Business Reviews.
4. Log Every Interaction: If it isn't in the CRM, it didn't happen. Encourage your team to log calls and meetings the same day.
5. Review Health Scores Weekly: Set up a dashboard for accounts with declining health scores and assign proactive outreach tasks before issues escalate.