Zoho CRM: Record Relationship Guide
1. Organizations (Orgs)
- Definition: The "parent" record. An Organization represents a company, institution, or entity that we do business with.
The Association: This is the highest level of the hierarchy. All other data (Contacts, Activities, and Logs) eventually rolls up to the Org level to give a "bird's-eye view" of the account.
Why it matters: Orgs are what we base our metrics on; our goal is to measure business success. Creating an Org is also important to our client Portals and serves as a primary record for our clients to modify and change as their business evolves.
My client doesn't have a business name yet. Do I still need to create an Org? — Yes, you do, but you'll name the Org "[Client Full Name] - Entity Not Formed" and choose responses for 'Entity Type' and 'NAICS Code Picklist' for an Org that has not yet been named. For the address, simply choose the client's home address until a business is created. You can then update the name of the Org once your client has developed an official name.2. Contacts
Definition: The specific individuals who work at an Organization.
The Association: Every Contact should be associated with an Org. While an Org can have many Contacts, a Contact typically belongs to one primary Org. If a client belongs to multiple companies and Orgs, read our article on Parent Organizations and when to use them.
Why it matters: Creating the Contact within the Org ensures that any email or phone call to that person is automatically reflected in the company's overall history. Demographics also really matter here, and allow us to seek more funding to continue this program.
3. Activities
Definition: The primary "Paper Trail" for the relationship. Meetings, Calls, and Tasks capture the full spectrum of engagement. They reflect both the past (records of meetings, calls, completed research, past emails, and sent text messages) and the present/future: Active to-dos and reminders for upcoming meetings, work, or follow-ups.
The Association: Tethered to both the Contact and the Org to ensure no detail is lost in the shuffle.
Why it matters: These activities are the true meat of grant reporting, and help us determine what you are working on with your clients. Not recording your calls, meetings, and tasks means that we ultimately cannot have an official record of your work.
When do I use each? — Check the table below for a breakdown, and click on the headings to read more about how to record each type:
Module | Meetings | Calls | Tasks |
Focus | This is for any meeting you have, whether internal or with a client. We define meetings as interactions in which you have a virtual or in-person encounter where you can see each other's faces. | This is for any traditional telephone call you have with a client. We have two call types: Inbound (for calls you receive) and Outbound (for calls you make). | This is for any other client work you complete, whether it be research, outreach to potential clients, text messages, emails, or general work on behalf of clients. |
Timeline | Past & Future | Past & Future | Past, Present & Future |
Types You'll Use (Do not use any other types as they apply to other departments) | Ask an Expert Session: A session you have when someone books you through Acuity for the first time. Coaching Session: Any follow-up meetings you have had or are scheduled with your client. Internal Meeting: Any meeting you have with TechTown employees or Coaches. | Coaching Session: Any follow-up calls you have had or are scheduled with your client. | Emailing with Client: When you have sent an email to a client, and you want to record a conversation. Texting with Client: When you have sent a text message to a client, and you want to record a conversation. Strategist/Coach Outreach Activity: Are you reaching out to clients for the first time, or are you attending a conference where you are introduced to new clients? Use this activity to record your efforts. Strategist/Coach Research or General Work: The catch-all for any other work you do for a client. |
| Related To | Contacts, but only when it is not an "Internal Meeting" type. Do not fill out the "Related To" field when you have an Internal Meeting | Contacts & Orgs. You'll enter the Contact affiliation in the "Call For" field. | Contacts & Orgs. You'll enter the Contact affiliation in the "Call For" field. |
4. Logs (The Business Ledger)
Definition: These are not interaction records. Instead, they track the Organization's progress and health as a business entity.
Key Data Points: Job reports, revenue milestones, licensing agreements, and intellectual property changes.
The Association: Primarily associated with the Org to track its evolution over time.
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