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Your Audience

This guide explains how contacts are created, how to navigate their profiles, and how to use segments and tags to organise your audience.

Updated yesterday

Overview

Your audience in InvestorHub includes everyone you can communicate with – whether they currently hold shares or not. Each person or entity is represented as a contact record, which forms the foundation of your investor communications, segmentation, and engagement. This guide explains how contacts are created, how to navigate their profiles, and how to use segments and tags to organise your audience.

Content

  1. Customer Relationship Management (CRM)

  2. Contact records

  3. How to become a Hub member

  4. How to manually upload or import a Contact List

  5. Navigating a contact record

  6. Linking shareholder records

  7. Segments

  8. Tags

  9. Tracking Emails

  10. How to adjust email subscription

1. Customer Relationship Management (CRM)

The Hub contains a Client Relationship Manager (CRM) which keeps records for all of your investors.

This keeps all the information about your investors and includes these details:

  • Main information

    • Email

    • Phone

    • Hub membership

    • Lead status

    • Email engagement

    • Hub engagement

  • Portfolio

    • Registered holdings

    • Unmasked holdings

    • Time held

    • Shareholder type

    • Profit

    • Total bought

    • Total sold

    • Ownership accounts

  • Activity Log

  • Personal Info

    • Contact sources

    • Latest activity

    • Address

    • Tags

    • High Net Worth status

    • Email subscriptions
      ​

To access your CRM

  1. Go to Audience → All Investors

  2. Search for the name of the person at the top of the page

  3. Click on the name of the person

See screenshot below for instructions

2. Contact records

Why this matters

A contact record represents an individual or organisation you can communicate with through InvestorHub. Contacts may be shareholders, potential investors, or followers who have subscribed to your hub.

Each record includes key information such as:

  • Name and email address

  • Investor type

  • Engagement history

  • Tags and segmentation details

Contact records sit in your CRM and support all outbound communication, including hub updates, emails, webinars, and targeted campaigns.

How contact records are created

Contact records can be created in several ways:

Hub member

When someone subscribes or follows your hub, they become a Hub member and a new contact record is automatically created using their email and future engagement history.

Email interaction

If someone receives or engages with an email sent through InvestorHub and they’re not already in your CRM, the system creates a new contact record.

Manual upload or import

You can import contacts from other sources such as roadshows, events, or legacy CRMs using CSV uploads.

Registry and beneficial ownership data

When registry data or beneficial ownership reports identify a new holder, InvestorHub creates a corresponding contact record.

Contact vs shareholder records

A simple way to think about it:

  • A contact is someone you can communicate with.

  • A shareholder is someone who holds your shares.

Every shareholder can be a contact, but not every contact is a shareholder. This distinction helps support targeted Direct-to-Investor (D2I) communication.

3. How to become a Hub member

An investor may choose to become a Hub member, they can do this by:

  1. Selecting 'Sign up' in the top right hand corner of their website or Hub

  2. Hub members can then choose between signing up:

    1. using your Google account

    2. using your email

  3. Hub members will need to add First Name, Last Name and Password

    1. verify your email by adding the code that is sent to your email address

  4. Hub members can self-nominate as Sophisticated Investors (optional) and Shareholders

    1. they can verify their status by providing verification documentation

A comprehensive list and copy for the Transactional emails can be found here.

See the image below for instructions:

Why become a Hub member?

If an investor Signs up to become a Hub member then they get access to the following:

  1. Emails from your company with important news

  2. Ability to ask questions to management

  3. Ability to view other Hub members profiles to see:

    1. questions asked by that Hub member and replies by management

    2. joining date

    3. summary of number of questions asked, replies, likes and survey responses

4. How to manually upload or import Contact List

How to upload a contact list?

  1. Select Audience

  2. Select All investors

  3. Select import a list

  4. Upload a CSV file with the contact information. Ensure that the contact information is provided in the following order: Email addresses, first names, last name, phone number and address. All information must be provided in separate columns.

  5. Click continue to match

See the image below for instructions:

How to tag a contact list?

When importing a contact list you have the option to tag your contact list. The advantages of creating a tag is so that you can keep track of the source of the contacts and search on the tags.

  1. Create a tag by entering a unique name

  2. Select the 'Create new' to tag

See the image below for instructions:

5. Navigating a contact record

Each contact profile includes four tabs that help you understand their relationship with your company.

See the image below for instructions:

Overview tab

A high-level summary showing:

  • Contact name and details

  • Investor type

  • Engagement score and recent actions

  • Tags

  • Most recent interactions

Use this tab to understand the contact’s relevance and engagement level at a glance.

Portfolio tab

Shows any verified shareholding data linked to the contact, including:

  • Current holding value and rank

  • Historical movements

  • Beneficial ownership links

  • Trading insights

This tab helps you understand an investor’s holding profile and whether their behaviour aligns with engagement patterns.

Activity log tab

Shows the contact’s full interaction history, such as:

  • Email opens and clicks

  • Hub visits and page views

  • Webinar registrations and attendance

  • Survey responses

  • Campaign interactions

Use the activity log to identify warm leads or behavioural patterns.

Personal info tab

Contains core details such as:

  • Email and phone number

  • Investor type and location

  • Subscription status

  • Preferred communication method

  • Data source (e.g., sign-up, import, registry sync)

This tab helps you validate information and ensure your communications are compliant.

6. Linking shareholding records

Linking shareholding records connects verified RSR data with a contact’s profile, giving you a full view of their ownership and engagement.

Why linking matters

  • Creates a single source of truth between RSR and CRM data

  • Enables targeting based on both holdings and behaviour

  • Supports raise targeting and high-value segmentation

Manual linking

If a match isn’t made automatically:

  1. Open the Retail Shareholder Report

  2. Search for a known contact

  3. Select Relink Account

  4. Search for the existing contact record

  5. Confirm and link

See the image below for instructions.

Note

A shareholding record can only be associated with 1 contact. However, a contact record can have more than 1 shareholding record.

See screenshot below for instructions.

Best Practice

  • A contact can have multiple linked holdings

  • A holding can only be linked to one contact

  • Registry updates automatically refresh linked data

  • Linked data is read-only

7. Segments

A segment is a dynamic group of contacts based on criteria you define – for example, behaviour, holdings, or demographics. Segments update automatically as data changes.

Why segments matter

Segments help you:

  • Target communication more effectively

  • Personalise engagement

  • Analyse trends across investor groups

  • Prioritise warm leads for capital raises

  • Streamline reporting

How to create a segment

Follow along with the images for clearer instructions.

  1. Go to Audience → Segments.

  2. Select New segment.

  3. Apply filters such as holding size, activity level, or investor type.

  4. Name the segment clearly.

  5. Save to activate.

Common examples

  • All shareholders

  • Mid-register holders ($5k–$50k)

  • Potential investors

  • High-engagement investors

  • Raise priority lists

  • Inactive shareholders

Best practice

  • Use clear naming conventions

  • Review segments regularly

  • Avoid over-segmentation

  • Combine holding and engagement filters for accuracy

8. Tags

Tags are custom labels you can apply to contacts to help identify attributes, behaviours, or priorities quickly.

Why tags matter

Tags help you:

  • Classify investors

  • Highlight priority contacts

  • Support segmentation

  • Provide internal context for follow-up

  • Create targeted campaign lists

How to create a tag

  1. Go to Audience → Tags.

  2. Select Create New Tag.

  3. Apply filters such as holding size, activity level, or investor type.

  4. Name the Tag clearly.

  5. Save to activate.

See the image below for instructions:

How tags work

Tags can be:

  • Added manually

  • Bulk-applied via CSV import

  • Automatically applied based on platform actions (e.g., verification)

Tags appear throughout the CRM, including:

  • Contact records

  • CRM table view

  • Segments (as filter criteria)

  • Campaign audience selection

Best practice

Do:

  • Keep tags short and consistent

  • Review regularly to avoid clutter

  • Document definitions for team clarity

Don’t:

  • Duplicate similar tags

  • Tag information that already exists in a field

  • Overuse tags without clear purpose

What is the difference between segments and tags?

A tag is a static method of sorting your audience, while segments are more dynamic. Tags allow you to manually choose which members of your audience you wish to reach out to. Whereas, segments update continuously on a filter of your choosing.

9. Tracking Emails

A great way to track the emails that you have sent to your contacts in the Hub and have it recorded in the CRM to set up investor email tracking.

Why does this matter

The reason this is important is so that you can keep a record on your interactions with your investors, so that next time when you have contact with them you have a record of your communication with them.

With the correct information at hand, you are able to be agile and responsive to the investors needs.

How do I set up tracking emails

  1. Go to Audience → All Investors

  2. In your email add the following email to your BCC: activity@log-email.investorhbu.com

  3. Only emails sent from your registered domain eg. name@<examplecompany.com> will be recorded

  4. Emails sent to multiple contacts or to your non-InvestorHub contacts will not be recorded

See screenshot below for instructions for tracking emails.

10. How to adjust email subscription

  1. Select the Personal info tab

  2. Scroll down to Subscription preferences

  3. When you click on this section, then Settings should appear, click on this

  4. Adjust the email subscriptions as required

  5. You can also turn off all the email subscriptions by selecting Unsubscribe from all emails

See screenshot below for instructions.

See screenshot below for instructions.

See screenshot below for instructions.

You’re ready to manage your audience

Contact records, segments, and tags work together to help you understand your investor base and communicate more effectively. Review your audience regularly to ensure your data stays clean, accurate, and actionable.

If you need support with your raise strategy, your Client Success Manager is here to help.

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