When companies matter
Use company records when multiple contacts belong to the same customer account, branch, vendor, or partner.
Good account hygiene
- Keep the legal or public company name consistent.
- Link all related contacts.
- Assign one account owner.
- Store important account notes where the whole team can see them.
Manager checks
Watch accounts with many unresolved conversations, repeated complaints, or high revenue potential. These should have clear ownership.
Detailed Operating Playbook
Primary owner: Account manager.
Team workflow
- Group related contacts under one company account.
- Keep account ownership visible to sales and support.
- Store account-level notes, not only person-level notes.
- Review high-value accounts separately from individual leads.
Success signals
- Team members can see who owns the account.
- Contacts under one company share the same context.
- Escalations do not depend on one person’s memory.
When to review or escalate
Review this workflow when channels, policies, or workload change. Escalate to a manager when numbers look inconsistent or the same issue repeats more than once in the same day.