Course Code: SM-02
Goal: Master the creation, organization, and linkage of individual contacts within CUBE’s CRM to support efficient customer relationship management.

Session Overview

Duration: 1 Hour
Format: Instructor-led (via Microsoft Teams or in-person)
Level: Introductory to Intermediate (Ideal for SDRs, account managers, and CRM admins)

Resources Provided:

• Contact Creation and Best Practices Guide
• Mass Import Template
• Contact Linking and CRM Enhancement Cheat Sheet

Learning Objectives

By the end of this session, participants will be able to:

• Define the role of contacts within the broader CUBE sales and CRM structure.
• Create, edit, delete, and mass import contact records.
• Properly link contacts to customer accounts for full CRM visibility.
• Apply best practices for maintaining accurate and actionable contact databases.

Session Agenda

SM2.1 Definition and Purpose of Contacts

• What constitutes a contact in CUBE.
• Relationship between contacts, customer accounts, and opportunities.
• Importance of contact data for sales, service, and project delivery.

SM2.2 Creating, Editing, and Deleting Contacts

• Step-by-step walkthrough of creating a new contact.
• Editing existing contacts for updated roles, emails, or phone numbers.
• Deleting duplicate or inactive contacts (with caution around data loss).

SM2.3 Mass Importing Contacts

• Using the Mass Import Template.
• Data formatting requirements.
• Field mappings: First Name, Last Name, Email, Company, Role.
• Reviewing and cleaning up post-import records.

SM2.4 Linking Contacts to Customer Profiles

• Associating contacts to customers and sites.
• Managing multiple contacts per customer for different functions (billing, technical, executive).
• Benefits of full linkage for:
• Opportunity Management
• Service Ticket Management
• Billing and Contract Administration

Hands-On Preview (Optional if time allows)

• Create a sample contact.
• Import a small batch (5–10 contacts) using the import template.
• Link contacts to customer accounts.

Post-Session Action Items

• Audit existing contact list for missing associations.
• Standardize entry format for titles, roles, and departments.
• Prepare lists for upcoming mass imports where applicable.

Note: When scheduling, make sure to include this session code: SM-02

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