Contact management

Organise customer and prospect information to track relationships, communication history, and next steps without losing context or duplicating effort.

Contact management

Contact management

definition

Introduction

Why it matters

How to apply it

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Growth leadership

How do you make all four engines work together instead of in isolation?

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Data & dashboards

Data & dashboards

Build the dashboards and data pipelines that show your growth engines in one view so you can spot bottlenecks and make decisions in minutes, not meetings.

Growth team tools

Growth team tools

The wrong tools create friction. The right ones multiply your output without adding complexity. These are the tools I recommend for growth teams that move fast.

Review and plan next cycle

Review and plan next cycle

Analyse last cycle's results across all twelve metrics, identify the highest-leverage improvements, and set priorities that compound into the next period.

Revisit quarterly

Revisit quarterly

Pressure-test your strategy against market shifts, performance data, and team capacity so your direction stays relevant and ambitious.

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7

Visitor identification

See which companies visit your website, even if they don't fill out a form. Prioritise outreach based on buying signals.

Wiki

Last-touch attribution

Assign full conversion credit to the final touchpoint before purchase to identify which channels close deals but miss earlier influences that started journeys.

Positioning statement

Define how you're different from alternatives in a way that matters to customers to guide all messaging and ensure consistent market perception.

Growth lever

Focus resources on high-impact business mechanisms where small improvements generate disproportionate results across the entire customer journey.

Customer data platform

Unify customer data from every touchpoint to create complete profiles that power personalised experiences across marketing, sales, and product.

Conversion tracking

Measure which marketing activities drive desired outcomes to allocate budget toward channels that actually generate revenue instead of vanity metrics.

Pirate metrics

Track your user journey through Acquisition, Activation, Retention, Referral, and Revenue to identify which stage constrains growth most.

Founder-led growth

Build distribution through your personal brand and network where your expertise and story attract customers who trust you before your company.

P-value

Interpret experiment results to understand the probability that observed differences occurred by chance rather than because your changes actually work.

North Star Metric

Choose one metric that best predicts long-term success to align your entire team on what matters and avoid conflicting priorities that dilute focus.

Compound growth rate

Calculate your true growth trajectory by measuring the rate at which your business grows when gains build on previous gains over multiple periods.

Objectives and Key Results (OKRs)

Set ambitious goals and measurable outcomes that cascade through your organisation, creating alignment and accountability for strategic priorities.

Annual Recurring Revenue (ARR)

Track predictable yearly revenue from subscriptions to measure business scale and growth trajectory in B2B SaaS and recurring revenue models.

Activity tracking

Log emails, calls, and meetings automatically to understand what drives deals forward and coach reps based on actual behaviour rather than guesswork.

Minimum viable test

Design experiments that answer specific questions with minimum time and resources to maximise learning velocity without over-investing in unproven ideas.

First-touch attribution

Credit the channel that introduced prospects to your brand to measure awareness efforts and understand which top-of-funnel activities start customer journeys.

Contact management

Organise customer and prospect information to track relationships, communication history, and next steps without losing context or duplicating effort.

Growth hacking

Deploy fast, low-cost experiments to discover scalable acquisition and retention tactics, learning through iteration rather than big bets.

Trigger

Define events that start automation workflows so the right message reaches people at the right moment based on their actual behaviour not arbitrary timing.

Standard Operating Procedure (SOP)

Document your repeatable processes in clear, step-by-step instructions that ensure consistency, enable delegation, and capture institutional knowledge.

Workflow automation

Connect triggers to actions across systems so repetitive tasks happen automatically and teams can focus on work that requires judgement instead of admin.