CONTACTS

The Contacts in user groups refers to the practice of categorizing external individuals or organizations (contacts) into defined segments or groups to systematically manage their interactions, access levels, communication needs, and overall experience with the business's various systems, services, or engagement channels.

This concept applies the "user group" mechanism, which is typically used for the external contacts of the business. It allows a business to organize its relationships with customers, partners, suppliers, and other external parties more effectively.

Follow the breakdown:

1. Contacts: The External Ecosystem of the Business:

   • As previously defined, "contacts" in a business context primarily refer to individuals or organizations outside the company with whom it has a professional relationship. This includes:

     • Customers (current, potential, past)

     • Suppliers/Vendors

     • Business Partners/Resellers

     • Leads/Prospects

     • Investors (external)

     • Service Providers 

2. User Groups: The Categorization Mechanism for Management:

   • A "user group" is a logical collection of users (in this case, external contacts) who share similar characteristics, needs, or roles in relation to the business. This grouping is done for specific management purposes, often facilitated by technology.

How Contacts are Organized into User Groups in Relation to the Business:

• Access to External Portals/Systems: A primary reason to group contacts is to control and differentiate their access to self-service portals, online platforms, or specific business data.

• Differentiated Service Levels and Benefits: Businesses often provide varying levels of service or exclusive benefits based on the type of contact. User groups are used to manage these differentiations.

• Targeted Communication and Marketing: Organizing contacts into user groups allows the business to send highly relevant and personalized communications.

• Streamlined Operational Interactions: For specific business operations, grouping contacts facilitates smoother interactions.

Benefits of Managing Contacts in User Groups for the Business:

1. Enhanced Customer/Partner/Supplier Experience: Provides tailored services, relevant information, and appropriate access, leading to higher satisfaction and stronger relationships.

2. Improved Security and Data Governance: Granularly controls what external parties can see and do within the business's systems, minimizing unauthorized access and protecting sensitive information.

3. Operational Efficiency: Automates and streamlines interactions with external parties (e.g., self-service options reduce calls to customer service, automated order processing for suppliers).

4. Targeted Sales and Marketing: Enables highly segmented campaigns, ensuring that marketing messages and sales efforts are relevant to the specific needs and characteristics of each contact group.

5. Scalability: Allows the business to efficiently manage a growing number of diverse external relationships without a proportional increase in manual effort.

6. Better Data Management and Analytics: Organizes contact data in a structured way that facilitates reporting, analysis, and strategic decision-making regarding external relationships.

In summary, contacts in user groups in relation to the business is a strategic and operational approach to segmenting the external ecosystem. It allows a business to effectively and securely manage its diverse external relationships, providing differentiated experiences, controlling access, and optimizing communication for overall business success and efficiency.