Accounts & relationships

An account identifies the prospect, customer, partner or competitor, with its owner, territory and selling entity. Industry, segment, geography and company details support assignment and planning. Reported company revenue retains its currency and source context separately from the value of CRM opportunities or invoices.

Parent accounts describe the customer hierarchy. They help teams understand related organizations while keeping each account’s agreements, balances and access distinct. A shared parent or similar name does not establish that two records represent the same legal customer.

Contacts retain their account relationship, title, contact details and communication preferences. An individual can be captured before their account is resolved; that uncertainty remains visible until reviewed linking establishes the correct relationship. Active status and channel restrictions remain relevant whenever the team prepares outreach.

A contact’s role on a deal belongs to that opportunity. Opportunity contacts link the people involved in the decision and identifies the primary contact for that deal. The same person’s role may differ on another opportunity.

Sales Rep keeps this context current within their assigned scope. A committee role helps plan the conversation; contract-signing authority still follows the reviewed agreement and its required acceptance evidence.

Calls, meetings, emails and tasks refer to a validated lead, contact, opportunity or account. The relationship determines which customer context the activity appears in. A free-form identifier or matching company name is insufficient to attach private conversation history to another account.

Activities separate scheduled time from actual performance. A due date describes planned work; the performed time and outcome explain what occurred. Pending Activities and Overdue Tasks help the rep manage follow-up, while recorded outcomes provide context for a colleague taking over an account.

Configured calendar, call and email connections retain their source identities so repeated events do not create another activity. Channel preferences apply to follow-up, including one-to-one work within the rep’s authorized account scope.

Customer 360 brings together the selected account’s open opportunities, recent activities, cases, invoices, email history, contracts and renewals. It presents the connected source records under their existing permissions. Opening the account does not grant access to a restricted field or another rep’s commission history.

Pipeline, outstanding receivables and closed commercial commitments retain their own populations and currency basis. A sent invoice, an accepted contract and a received payment represent different events. The summary keeps those distinctions available when sales discusses the next order or finance follows up on a balance.

Optional Cases give Sales Rep a place to record an owned-account issue affecting the relationship, its reporter, priority, responsible owner and resolution. Sales Manager handles team escalation. This scope supports sales coordination; a separate customer-support deployment defines any wider service desk and service-level commitments.

Sales Ops prepares duplicate reviews with the proposed surviving identity, old and new links, affected open work and effective timing. An independent Sales Manager authorizes the commercial change. Suppression-impacting changes also receive the required independent Marketing Manager review.

Applied merges retain original identities and historical attribution. Accepted prices, signed agreements, past forecasts and commission earners keep their original basis. Only the explicitly approved open work moves to its new owner or account context.

Communication preferences follows the canonical recipient and retained aliases. The most restrictive applicable preference survives merge, conversion and reassignment. A change of account owner cannot create permission to email or call a person who remains suppressed.