Contact Completeness Report

Question

Our business is trying to drive the completeness of contacts that are loaded into CRM.
We are looking to create a report that shows the following for each account owner:
By account and/or contact
- Accounts that don't have any contacts
- Accounts that have contacts, but no one marked as the primary contact
- For accounts with contacts, any contact that has a blank job cateogry, phone number, email address, first name or last name
As I have been looking at analytics I'm struggling to find a way to do the following:
- have a report that includes both accounts that have contacts and ones that do not
Does anyone have any experience with the type of reporting ?

Answer 1

We had similar change management requirements at a On Premise project.
We attacked this issue of completeness of contacts on multiple fronts.
Just like your case we started with a report that allocated points for non-null fields (not necessarily correct fields). The weighted score for Contacts of Type Customer was converted into a % figure and the incentives were multiplied by the %.
Further the sales processes were tweaked progressively to make fields mandatory at appropriate stages. This is very straight forward in On Demand. For example from Opportunity Stage like say "02 - Quote" you can make the Contact mandatory.
Try a validation on Sales Stage Id of Opportunity Record as follows
( [<KeyContactId>] <> 'No Match Row Id' ) OR (Left ([<SalesStage>], 2) = '01')
assuming that the 1st stage is "01 - Requirements ..."
You can add similar validation on the Account Type and make sure that a prospect to customer transition check for things like ERP account Nos., Primary Conact etc.
The post sales feedback processes was outsourced to a call center. In absence of correct contact numbers the Surveys could not be effected and absence of survey lead to holding back of the sales incentives.
As for the reports
1)
Try using the "Account Contact History" Subject Area.
Use the following columns from just the Account table
Account.Owner
Account."Account Name"
Account."Account Location"
"- Primary Contact"."Primary Contact First Name" (this comes from Account)
"- Primary Contact"."Primary Contact Last Name" (this comes from Account)
"- Primary Contact"."Primary Contact Full Name" (this comes from Account)
Add a 'is not null' filter on First Name.
This will give you Ownerwise Accounts where no Contacts are present.
2) Removing the primary Contact makes the next available Contact as primary.
3) Save the above report with a new name
Remove the Is Null filter from the "- Primary Contact"."Primary Contact First Name"
Add from the Contact Table the following columns
"Associated Contacts"."Contact Last Name"
"Associated Contacts"."Contact First Name"
"Associated Contacts".Title
"Associated Contacts"."Work Phone #"
& whatever fields you want to have the users complete
Add filters 'is not null' on what ever fields you wish to monitor.
Make sure that you change the AND between the filter to OR.
Try to use conditional formatting to highlight absent fields.
Optionally use the CASE WHEN request_condition1 THEN expr1 ELSE expr2 END to generate a score for that contact.