Hi- Just had an interesting conversation with a customer marketer who cleaned up a segment of their customer contact database. What jumped out at me was the % of customers that were no longer at their company. Has anybody done the same cleanup? If so, you may have a gut sense as to what % of customers did you have inaccurate information for (e.g. title, location, no longer at their company, still at company but no longer using your product).
We've done cleanups over time but it happens every month. I have an email set up to capture auto-replies that include things like "no longer with" or "no longer an employee", etc. And I manually update those folks.
That doesn't include any updates CS does on customer accounts.
In the beginning, I probably updated about 2% of our contacts.
I used to run the listing from hubspot of returned messages and send them to the CS group for updates. Unless the number was low, then I'd update and notify instead.
