Your data within CM is usually segregated into six (6) major categories, including stakeholders, properties, events, actions, documents and team members. These are most commonly referred to as Entities, which are all interrelated. Depending on your system, you may have more, or they may be re-named. Note also that you also may use less, for example, many of our clients do not use properties, as they have no need to track physical addresses.


Stakeholders are the individuals you and your team interact with.


Properties are any physical location (house/flat etc) and these will usually be associated with a stakeholder (for example, a stakeholder may own or rent a property).


Any interaction between stakeholders and your users are considered events, these are configured to suit your individual business requirements and frequently include phone calls, emails, meetings, letterbox drops, marketing campaigns, etc.


Actions are tasks or “to do” items assigned by a team member to themselves or another, usually when a follow-up or action is required. Actions remain active until they are resolved.


Documents are electronic files (e.g. Word, Excel, PDF, etc.) uploaded to CM, or links stored within CM to external document management systems.

Users (Previously known as Team Members)

Each member of your team is classified as a user. Often, they are organisational employees and project contractors. However, any person requiring system access can be created as a user.

CM4 also allows you to have additional entities created to suit your organisation's needs. You would create a new entity if you needed to track and record against something that sits outside of the standard entities above. An example of a different kind of entity you could use within the system is 'Organisation'. An Organisation sits outside of a Stakeholder or of a Property, but both of those entities can and will relate to your Organisations. By creating Organisation as a new entity, you can track and record all Stakeholders/Properties/Events/Actions against the Organisation as a whole, and quickly and easily report on that. Other examples of additional entities could be: Complaints, Incidents, Training, Assets, Pets etc.

If you’re interested in creating custom entities, we can certainly work together with you to create a custom solution. Reach out to your Account Manager, or our support team for more details.


Any new entry in the system, such as an individual stakeholder, property, event, action, document, team member, project or team is considered a record.


CM uses a project style structure to effectively establish boundaries and data segregation. Projects can be further grouped into project groups so that you can report on a segment of projects at once.

System Structure / Framework

The overarching system configuration is referred to as your system structure or framework. These are specific groupings, types and categories (called classifications) around which data is captured, such as Stakeholder Groups, Issues and Event Types.

The framework is tailored to suit an organisation’s requirements and reporting outputs and is also completely configurable.

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