Duplicate records in Salesforce can cause chaos for your organization, but in this post we’ll specifically look at the problems that duplicate records cause in the measurement of your marketing efforts.
We’re going to start with a very simple example that is almost certainly happening within your Salesforce org hundreds if not thousands of times over.
Let’s say I’m your prospect.
You have me stored in Salesforce as a Lead with my email address as firstname.lastname@example.org. We talk about your products, but ultimately I decide not to go with them right now because I have Gregg, Michael, John and Matt asking me for help in a variety of different projects. I clearly don’t have the bandwidth to make this decision right now, so I hold off.
About a week later, I decide I’m ready to buy. But I forget who I spoke to at your company because I’m frazzled from pulling a few all nighters to get all of those projects finished. So I fill out a new contact form, but this time I use email@example.com, which is my business-casual email address.
Your standard Salesforce Web-to-Lead form and the web forms that you’ve built with Marketo, Eloqua or Pardot will not prevent a duplicate record from being created. Why? Because all of these systems use exact-match email address duplicate prevention.
Now you have my information in your system (or systems) as two or more different records.
Let’s take a look at how this exact scenario would play out.