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Track Contacts
Track Contacts

Overview

This article covers:

  • What tracked contacts are and how they are used in UserGems.
  • How to upload and manage tracked contacts.
  • How to resolve the "Missing Champions" notification.

What Are Tracked Contacts?

Tracked contacts are individuals who previously interacted with your company by purchasing, using, or evaluating your services. They form the foundation of the Past Champions signal, which tracks their job changes so you can reconnect with them in new roles.

Uploading high-quality tracking lists is crucial—better input leads to better results. If your CRM is disorganized, UserGems can help identify the right contacts to track.

Tracked Contacts Page Overview

  • Category: Previously used to determine refresh frequency; no longer relevant and will be removed soon.
  • Relationship: Defines how a contact interacted with your company, influencing messaging strategies.
    • Example: A "Closed Won Opp Contact" will be engaged differently than a "Closed Lost Opp Contact."
    • Relationships are ranked from highest to lowest. If a contact appears in multiple reports, the higher-ranking relationship is prioritized.
    • You can rearrange rankings by dragging and dropping relationships.
  • Default Relationships:
  1. Closed Won Opp Contact
  2. Admin/Power User
  3. User
  4. Open Opp Contact
  5. Closed Lost Opp Contact
  6. Customer Contact
  • Custom Relationships:
    • Create a custom category by selecting "+ Add Relationship" and uploading a report.
    • Examples of custom relationships include:
      • Product-based groups (e.g., Product A Users vs. Product B Users)
      • Survey respondents (e.g., NPS Score 8+)
      • Event Attendees
  • Refresh Cycle: Determines how often UserGems scans tracked contacts for job changes (weekly or monthly, based on license).
  • Tracking: Unique contacts being monitored and consuming a tracked credit after deduplication within this relationship and across all other relationships. 
  • Unique: Unique contacts after deduplication in a specific relationship report.
  • In Report: Total contacts before deduplication.
  • Importing: Indicates whether the relationship is dynamically updated.

Importing Tracked Contacts

Automatic Import

UserGems can auto-import certain contact groups, specifically:

  • Closed Won Opp Contacts, Open Opp Contacts, Closed Lost Opp Contacts, and Customer Contacts.
  • Automatically tracks all matching contacts now and in the future.

Use Auto Imports If:

  • You want the fastest and easiest way to upload contacts.
  • You want ongoing tracking without manual updates.
  • You want to ensure all key contacts are included.

Avoid Auto Imports If:

  • You need to add additional filters (use a CRM report instead).
  • You want to track contacts outside of CRM records (e.g., users in Pendo).

Auto Import Logic:

  • Closed Won Opp Contacts → Contacts in opportunities with closed = true and probability = 100%.
  • Open Opp Contacts → Contacts in opportunities where closed ≠ true.
  • Closed Lost Opp Contacts → Contacts in opportunities with closed = true and probability = 0%.
  • Customer Contacts → Contacts associated with uploaded customer accounts.

Steps to Activate:

  1. Navigate to Settings > Tracked Contacts.
  2. Click Add for the relevant category.
  3. Select Automatic Import (displays the number of contacts that will be tracked).


Importing CRM Reports

Import contact/lead reports from your CRM to dynamically track relevant contacts.

Use CRM Reports If:

  • You need additional filters.
  • You want to track Admins, Power Users, NPS respondents, or other custom groups.
  • You want automatic tracking for all future contacts added to the report.

Avoid CRM Reports If:

  • You're importing opp contacts or customer contacts and want a faster option (use auto import).
  • You want to ensure all key contacts are tracked (manual filtering may exclude some contacts).
  • Your contacts don’t exist in your CRM (use a CSV instead).

Steps to Activate:

  1. Create a CRM report with columns: First Name, Last Name, Company, Email.
  2. Save the report in a public folder.
  3. Copy the report ID from the URL (18-digit for Salesforce, 3-4 digits for HubSpot).
  4. Go to Settings > Tracked Contacts.
  5. Click Add on the appropriate category, or Add Contacts > Select "Salesforce Report" or "HubSpot List".
  6. Map the columns and hit Confirm.


‍Importing CSV Files

Upload a CSV if the contacts don’t exist in your CRM.

Use CSV Imports If:

  • The contacts you want to track are outside your CRM (e.g., users in Pendo).

Avoid CSV Imports If:

  • The contacts already exist in your CRM (use CRM reports or auto imports instead).

Steps to Activate:

  1. Create a CSV file with First Name, Last Name, Company, Email.
  2. Save the file.
  3. Go to Settings > Tracked Contacts.
  4. Click Add on an existing category, or Add Contacts > Select "CSV".
  5. Map columns and hit Confirm.

Tracking Groups & Priorities

1. Closed Won Opp Contacts (Highest Priority)

  • Best source for monitoring past buyers who changed jobs.
  • Recommended import type: Automatic (best), CRM report (good), CSV (not recommended).
  • Suggested filters (if CRM report): Type = opportunities with contact roles + show me = all opportunities + date range = your preference + include “closed won”+ any other custom filters (ex: stages)

2. Admins/Power Users (If Available)

  • Users with deep product experience, making re-engagement easier.
  • Recommended import type: CRM report (best), CSV (if outside CRM).

3. NPS Respondents (If Available)

  • High NPS scorers (9–10) are strong champions.
  • Recommended import type: CRM report (best), CSV (if outside CRM).

2. User (If Available)

  • Standard users still know your product well and may have decision making authority in a new role or help connect you with the right people.
  • Recommended import type: CRM report (best), CSV (if outside CRM).

4. Open Opp Contacts

  • People in active evaluations who change jobs might resume buying.
  • Recommended import type: Automatic (best), CRM report (good), CSV (not recommended).
  • Suggested filters (if CRM report): Type = opportunities with contact roles + show me = all opportunities + date range = your preference + include “open”+ any other custom filters (ex: stages)

5. Closed Lost Opp Contacts

  • Previously interested contacts who might be a better fit at their new company.
  • Recommended import type: Automatic (best), CRM report (good), CSV (not recommended).
  • Suggested filters (if CRM report): Type = opportunities with contact roles + show me = all opportunities + date range = your preference + include “closed lost”+ any other custom filters (ex: stages)

6. Customer Contacts

  • Helps track additional key contacts that may not be properly logged as opp contacts.
  • Recommended import type: CRM report (best), Automatic (second best), CSV (not recommended).
  • Suggested filters (if CRM report): Type = contacts & accounts + show me = all accounts + type = customer + title contain (title key words) + other customer filters (ex: seniority, last activity etc.) 

If you have any additional questions about the Tracked Contacts page or you still need help with managing your tracked contacts, make sure to reach out to your UserGems representative. 

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