Explain who serves the customer

Team profile management helps an organisation present the people a customer may meet: their roles, approved company information and relevant work. Lead tracking concerns the conversations those introductions generate. Keeping the two concepts distinct helps managers avoid turning the public directory into an internal sales database. A visitor should be able to find the appropriate person without gaining access to private notes about other customers or commercial discussions.

Design the connection deliberately

Agree how a voluntarily submitted enquiry becomes associated with the relevant team member. Confirm the actual administrative and lead-routing options available in your Tap Tap Go configuration. Where a handoff remains manual, make the responsibility clear. Do not infer that a person viewing an employee profile has agreed to be entered into a marketing sequence. The practical gain is a cleaner transition from finding expertise to starting a relevant conversation, supported by appropriate internal records.

Imagine this

A hypothetical scene

A visitor opens a consultant’s profile to understand her expertise and requests a discussion. The company records the request with that consultant as the initial owner. Another employee can help with the response without publishing the prospect’s details in the team directory or assuming every visitor is a lead.

Make it practical.

Use this checklist as you read. Checks are not stored.

References & further reading

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