Best Practices for Contact Management

[Anonymous]

We use Microsoft Dynamics for CRM and Marketo for Marketing Automation. Our call center uses CRM as the single software interface for viewing and capturing caller interactions.  Do you keep all contact information in CRM and Marketo? Could you provide me with best practices on contact management?

[Anonymous]

No we do not keep all data in Marketo.  Best practice is to keep the minimum amount of data in the Marketing Automation tool necessary for Marketing purposes.

[Anonymous]

Thank you, Jamie. We definitely don't want to keep all data in Marketo. But what about CRM? Today, we're waiting to put prospects into CRM until they reach a certain lead score. But, if one of those prospects calls our customer service team, the customer service person can't see the email activity (or that the customer even exists) since they don't have a CRM record yet.

[Josh_Hill13]

This is a much longer discussion that will be based on your needs. I suggest asking a consultancy to review this with you.

There are also some threads on this if you search.

• Count of records
• Which records should be in Marketo and why?
• What will Marketo do with the records?
• What could you miss by not having the systems 1-1 synced? Do you care?
• etc

[Anonymous]

Thanks, Josh!