Managing Key Players and Contacts in Kapta

Understanding Key Players and Their Impact

Key players and contacts are essential components of effective account management in Kapta. Properly identifying and managing these individuals directly impacts:

• Customer satisfaction
• Overall account health
• Ability to identify new opportunities
• Effective communication strategies

Required Key Players for Profile Completeness

To achieve a high profile completeness score in Kapta, you must define at least:

• One Executive Sponsor: A high-level executive supporting the account relationship
• One Decision Maker: An individual with authority to make account-related decisions
• One Champion: An advocate for your company within the customer organization

For a perfect score, each key player should have complete information including full name, job title, friendliness status, and decision power level.

Recommended Contact Management Approach

While the minimum requirement is three key players, Kapta recommends defining 10-15 impactful customer contacts for each account. Focus on individuals who have the greatest impact on the account rather than attempting to include the customer's entire organizational roster.

Key Contact Information Fields

When adding contacts, these critical fields provide valuable relationship insights:

• Role: Defines the person's relationship to your company (not their internal job title)
• Friendliness: Indicates their sentiment toward your company (from advocate to hostile)
• Decision Power: Describes their influence on decisions related to the account
• Reports To: Establishes the contact's supervisor (must also be set up as a key player)

Creating Organizational Charts

Kapta can automatically build an organizational chart when contacts are properly configured:

1. Ensure the "Reports To" field is completed for each contact
2. Make sure each supervisor is also set up as a key player
3. Access the organizational chart view to visualize the customer's reporting structure
4. Note that the org chart displays roles, friendliness levels, and note freshness

Adding and Managing Contacts

Adding New Contacts

1. Click "Create New Contact" from anywhere in Kapta, or
2. From the "Key Players and Contacts" section on an account's details tab

Editing Contacts

• Use the three-dot icon in the key players and contacts section
• Access from the contact's profile page

Archiving Contacts

• Change a contact's status to "Archive" when they're no longer relevant
• This maintains historical data while decluttering your active contacts list

Contact Engagement Features

Setting Up Regular Check-ins

• Access the communications tab on a contact's profile
• Establish regular check-ins with defined method and frequency
• These appear as account tasks for consistent follow-up

Tracking "Freshness"

• The "Freshness" data point indicates which contacts have recent notes
• Helps identify contacts requiring more engagement
• Regular contact with key players improves account health score

Contact Visualization and Filtering

Contact Engagement Chart

• Provides an overview of contacts sorted by friendliness and role
• Supports "multi-threading" (engaging stakeholders across all levels)
• Shows the number of contact notes for each individual

Filtering Options

• Show all contacts or only primary contacts
• Filter by decision power, friendliness, or other criteria
• Create custom filters for specific needs (e.g., high decision power + skeptical)
• Primary contacts display first with a badge icon

Available Contact Reports

Access these reports from the Reports link when an account is open:

• Org Chart Report: Visual representation of reporting structure
• Account Contacts Report: Comprehensive contact listing
• Contact Mapping Report: Shows which team members engage with which key players
• Contact Profile Report: Detailed information about specific contacts