The external contact in Enterprise WeChat does not always have a one-to-one relationship with the CRM customer subject. The same enterprise may have multiple contacts, and one contact may be involved in multiple business matters. Merging directly by nickname will misidentify people with the same name; judging the identity of a company based on just one chat lacks reliable basis. The association requires business confirmation and the source identification within the scope of official authorization is retained.

Start from needs

Establish mappings between external contacts, internal follow-up personnel and CRM subjects, and record the association basis and confirmation time. The company name and contact person relationship will be checked by the authorized person. If it cannot be determined, it will be left for confirmation. Use officially allowed interfaces and fields and do not extend to unauthorized personal communication information. When CRM merges or splits customers, it checks accordingly whether the mapping is still correct.

Things that should be paid attention to in the design

For example, the procurement contact and the financial contact can be associated with the same corporate customer, but their respective roles, follow-up matters and notification preferences are recorded separately. When the contact person changes companies, the new relationship needs to be confirmed, and orders from the original company cannot be automatically transferred to the new company’s name. When a customer requests a withdrawal or correction, the backend should have a clear processing entry.

Check the processing results item by item

  • Verify duplicate associations, multi-person follow-up and changes in authorization scope.
  • When synchronization fails, the latest success time is displayed, and the sales knowledge list may not have been updated yet.
  • Export permissions and contact information viewing permissions are managed separately, and ordinary lists only display necessary information.
  • The purpose of association is to continue the service context, not to aggregate all the data visible in different systems into an unlimited range of personal files.

Check the processing results

Business personnel can view the necessary summary before confirming the association, but will not automatically obtain detailed history because there is a candidate match. Keep verification records after the source relationship expires, and confirm the identity first when re-associating later to prevent the old number from continuing to point to the wrong subject.