Hi, so I have a question around customer upsell tracking and cross-sell. We are planning to launch a program that upsells to current customer emails in our CRM database, and we are considering implementing a similar funnel process that we have for new prospect leads ie. non customers. It has come up that perhaps we can just let leads in as new leads even if they have the same email (from scoring or form fills) of customers, so that we can assign these leads manually to the accounts in Dynamics. In other words, if an email of a customer already eixsts in CRM, they could have multiple emails come in under the same email as separate leads assigned to the account. This is so that sales can engage individually with these leads and convert them down our custom stages in CRM. DOes this make sense? Is this even feasible? So in a nutshell, if a customer with the same email fills out of a form or gets triggered by the scoring system to push to CRM, it will come in as a new lead (even though that email already exists in CRM). My thinking is this may be a bit messy and we should go the route of just deduping and updating the contact record accordingly. Any thoughts?
A bit messy is an understatement. If you can avoid creating duplicates, please do. Why don't you create a Sales Activity or Alert if the person already has a Sales Owner assigned?
Totally agree with @Katja_Keesom here. Duplicates, even intentional ones, can get out of hand very quickly, and you'll run into a lot of issues that might be hard to predict. If there's a way around it, even if it's a pain to set up at the beginning, you'll be happy you did it in the long run.