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Learn to work with Leads |
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Learn to work with Leads |
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On this page
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Overview
A lead is a potential opportunity for a suggestion or information that can result in a new customer or additional business. Within In CRM.COM it consists of a set of processes performed to manage a prospective customer which can either be a , a lead is a physical person or company . Leads are created to manage the processes and resources involved until the outcome of the potential sale is determined (that is managed through a set of processes and can be 'Won' or 'Lost') and involve a number of Actions aiming to get the prospect interested in additional Physical Goods and Services.
Major features
- Convert won Won leads can be converted to actual customers directly through leads
- Automatically communicate information to prospect customers with areas they are interested in
- Schedule additional from the leads module.
- Additional tasks to manage prospect prospective customers, such as face to face appointments directly through the leads page
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- personal appointments, can be scheduled from the leads module.
- Information that interests prospective customers can be communicated automatically.
Setting Up Leads
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Configuration > CRM Application > Leads |
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Types are used to determine the operational characteristics of leads.
Configure the following entities before creating lead types and then . Subsequently, add the ones entities you would like to make available from for each type.
- Statuses are used to label leads the life cycle states (used to progress a least) in a way that is meaningful to your organisation. of leads in a way that is meaningful to your organization. The life cycle state is used to progress a lead.
- Categories are used to provide a business classification to the lead , (such as , business customer, physical person customer , or business partner, TV). These classifications provide classifications guide the user with input on how to handle in handling the potential customer , and can also be used by the business to analyze the type of leads they havetheir lead types.
- Lost Reasons are reasons that can result in a lost lead.
- Competitors are used to define competitors that can reach competing businesses with access the same lead for the same Product/Goal.
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- and with a similar objective (product or goal).
Type Fields
The table describes the sections of the Lead Type Data Entry page and explains how the fields in the page are used.
Mandatory Configurable
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Estimated Completion Time: How long it the processing of a lead is expected to take before the lead it is completed , (measured in minutes, hours, days, weeks, months , and years). Importance Level: The Importance Level that the Lead leads of each type should automatically be set to for each Lead Type. The Importance Levels levels are standard and pre-defined in the System but system. Users can define which levels are supported Levels, their labels and the default Levellevel, through the Lead Definitionslead definitions. Priority Level: The Priority Level that the Lead that the leads of each type should automatically be set to for each Lead Type. The Priority Levels levels are standard and pre-defined in the System but system. Users can define which levels are supported Levels, their labels and the default Levellevel, through the Lead Definitionslead definitions. | |
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Statuses Categories Physical Goods Services Activity Types | This area is used to designate the configurations that will be available for use with each type of lead. At least one status must be selected per for each life cycle state which must also be and set as default. If nothing is specified for categories, physical goods, services and activity types then all are available. |
Status Transitions Defines the possible progression of status from each selected lead status. The next possible status depends on the current status of the lead, the type of the lead and on the authorization of the user 's or unit's authorisation. | |
Status | The initial status of the entity. There can only be one initial status and it must be included if allowed statuses are defined.
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Status Transitions | The series of predetermined status changes which that a lead can progress through. Each entry consists of the following:
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Definitions
Leads Lead definitions are business rules which that are used to control the behaviour of the behavior of leads throughout their life cycle. Allowed lead types must be specified in the definition. An active definition must be present to perform any lead process. There can only be one active definition at a time.
Definition Fields
This table contains an explanation of The table describes the sections of the lead Definition Data the Lead Definition Data Entry page , a description of the usage of its fields and additional information.and explains how the fields in the page are used.
Mandatory Configurable
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Allowed Types
| Defines the Types types of leads that can be used while creating new leads. | ||
Automatic Conversion | (of won leads into customers) | ||
If Enable Automatic Conversion is checked, the system will automatically create an accounts receivable (if one is not present) if when the lead's life cycle state is updated to 'won'Won' (if an account does not already exist). Account Classification: Select the classification which that will be assigned on to the newly created accounts receivable. Credit Rating: Select the credit rating which that will be assigned on to the newly created accounts receivable. | |||
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Priorities | Priority levels set on leads can help during the planning phase as leads with higher priority are processed sooner. Create a label for priority level is an instrument that can be used to determine the order in which leads are processed (helpful in the planning phase). The higher its priority, the sooner a lead is processed. Create a label for each priority level ranging from '1' to '10' and select which ones levels should be 'Supported' (available for selection) when creating a new lead. | ||
| Importance | Importance levels set on leads can help level is used to identify the critical ones so leads that agents should give them special attention to during processing. Create a label for Importance each importance level ranging from '1' to '8' and select which ones levels should be 'Supported' (available for selection) when creating a new lead. | ||
| CompletitorsCompetitors | Other companies identified as company's possible competitors that may reach with the same lead for same products or goals. Select the competitors which objective and access to your lead. Choose the competitors that should be available for selection when creating a new lead. | ||
| Lost Reasons | Select Choose the lost reasons which that should be available for selection when a lead is set to lost'Lost'. | ||
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| Defines a list of source types that may could introduce or propose possible leads to the company. Provide a label for each of the predefined sources (source of the lead) which lead sources that will be available to be assigned on leads. | |||
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The following modules are related to Leads and to leads and may be configured for the Leads module the leads module to operate at its full capacity.
Optional modules may be configured for the Leads the leads module to operate at its full capacity.
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| Activities | Activity Types | Configure the activity types that will be used by leads when required to schedule an activity. | Optional |
| Products | Products | Configure the products that will be available to be added as products of interest in leads. | Optional |
Using Leads
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CRM > Leads > Manage Leads |
A lead is a potential opportunity for a suggestion or information that can result in a new customer or additional business. Prospective customers , which can either be a physical person or company, (physical persons or companies) can be managed using the Leads leads module.
Leads fields
The table describes the sections of Leads Data Entry page , and explains how the fields in the page are used.
Mandatory Configurable
Contact Information | |||||||
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The details of the customer that reported the issue. | |||||||
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| The account details of contact converted lead that became a customer through a won lead. | |||||||
Lead Information | |||||||
Lead Information | Type determines the attributes available for leads and their default valuesvalues. E.g., physical person customer lead, organization customer lead, business partner lead. Category is a label which that describes the type business classification of the lead. For example, business partner, customer Priority Level determines the priority that will be given for the processing of a LeadImportance Level:the order in which the lead will be processed. Importance Level is used to identify the leads that agents should give special attention to during processing. Probability to Win (%): Define : Use a percentage value to define the likelihood of winning the lead which can vary from 0 to 100. Lower probability percentages values can be used as indicators for to indicate greater effort is necessary. Target Amount: The amount sum that is predicted to be gained if the Lead lead is 'Won'. Lead Source: Select the source through which a source from the list (defined in the lead definition) to indicate how the lead was introduced or proposed to the company, through the lead source list which is defined in the lead definition. Lost Reason: Select from the list the reason for which the lead was lost. Contact Email Address is the electronic address to which all communications will be sent. It can be typed by the agent or selected from a list of available contact addresses. Contact Phone is the phone number used to communicate with the contact. It can be typed by the agent or selected from a list of available phone numbers. | ||||||
Key Key Dates | The dates (Dates and time frames that are relevant to the lead | :) | Start Date: The date on which the request lead was first saved. Estimated Completion Time: The The difference between the start date and expected completion date. Expected Completion Date: The difference between the start date and expected completion date. It is editable and measured in minutes, hours, days, weeks, months , and years. Time to Completion: The time left up to the expected completion date. This information is dynamically calculated and updated based on the current date and the expected completion date. Time Overdue: The time past the expected completion date, calculated dynamically based on the expected completion date and the current date. Actual Completion Date: The date on which the lead life cycle state is set to 'Completed'. | ||||
Products of Interest | |||||||
Physical Goods Interested In& , Services Interested In: A list of physical goods and services products for which interest was expressed by the lead . For each product you can provide additional notes which may be related to changes or extra expressed interest. Additional notes provided for each product regarding questions or information requested by the lead , that may be useful when the lead is handled by other different agents. | |||||||
Lead Team | |||||||
A list of users that are part of the team that is the users working on the Leadlead. | |||||||
Competitors | |||||||
Define the competitors that can reach the same lead competitors with the same objective and access to your lead. | |||||||
| Activities | |||||||
| A set of activities which are planned list of activities scheduled for the specific lead. | |||||||
Action Panel | |||||||
Status & Notes | Status: The status of the lead also defines its life cycle state and allows you to progress the lead. To Lead actions are used to update the status of a lead to a status one of a different life cycle state you can do so by the usage of lead actions. i.e. (Win Lead, Lost Lose Lead). To change the EDIT the lead to change its status to another status of the same life cycle state you can do so by just EDITING the lead. Life Cycle State: The progression of steps of a lead from the time it is created until it is completed. For example, in order to be able to provide a lost reason Lost Reason its status must be updated to one that has a 'Lost' life cycle state. The state of the lead depends on the selected status set in the 'status configuration'; it is not manually set by the user. The allowed states are the following:
Shared Notes: Use this section to record information regarding the lead. Every time the notes are updated the time and the name of the agent are is registered. Owned by Group: Refers to the group that is responsible for handling the lead. The group defaults to that of the currently signed in user or it is automatically set based on the geographical area of the contact. Refer to Groups for more information. | ||||||
Assignments | The unit and/or user responsible for dealing with the lead. The user field may be left empty, in which case users from the defined unit will be able to accept the lead. Refer to the Accepting a Lead Action. | ||||||
| Actions: Used to progress a lead through its life cycle state.. For example, an agent can check for the coverage of a malfunctioning Roku box and plan a job for a replacement through the same page.
View History: A link that provides additional information related to the lead.
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Creating and
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processing leads
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Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition). |
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Specify the criteria that match the lead you are interested in or use NEW from the Actions Menu menu to create a new lead. Provide the mandatory information in the leads fields table before you SAVE the lead.
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Modifying a lead
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Use EDIT from Enter EDIT mode from the Actions Menu to enter edit modemenu.
Additional Information
While leads that Leads that are assigned to a unit and are pending acceptance by a user can be modified, but the 'Assigned to User' can only be set through the Accept action. Refer to Accepting a lead.
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Deleting a lead
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Use DELETE from 'Pending' requests from the Actions Menu to delete 'Pending' requests.
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New leads are assigned to a unit or a user. Leads assigned to a unit can be accepted by a unit member, by using the Accept action from the Actions Menu in A unit member can accept leads assigned to a unit, by using Accept from the Actions menu in the Data Entry page. For example, a lead regarding a business client client is assigned to the B2B marketing department and then accepted by a specific agent.
| Postconditions | Users must be authorised authorized to accept a lead (i.e., the 'Accept lead' action is enabled in their security profile) and they must be a member members of a unit to which the lead is assigned to or a member of a unit in the same group. |
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Starting the progress of a lead
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A lead must be progressed through the to start its processing. Use Start Progress action available through in the action Action panel's actions. Select Select one of the available statuses which represent the that represents an 'In Progress' life cycle state.
The action will change the life cycle state from 'Pending' to 'In Progress'. Once the action is executed, use EDIT mode EDIT is required to start working on the lead.
| Prerequisites | Life cycle state is must be 'Pending'. |
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Postconditions | All mandatory information is must be specified. |
Winning Winning a lead
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Convert a A lead can be converted to a customer by changing its life cycle state to 'Won',. by selecting the This is done by using Win Lead action available in the Action panel and selecting the appropriate status (i.e. If in the lead definition you have enabled , one which represents a 'Won' life cycle state).
If the auto-conversion process , details is enabled in the lead definition, the detail required to create an accounts receivable must be supplied. (Persons or companies are required . (An to have an accounts receivable is required in CRM.COM to consider a person or company as a customer)be considered as customers).
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Losing a lead
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The life cycle state of a lead that does not yield to result in a customer then change its life cycle state must be changed to 'lost' by selecting the Lost Lead action available Lost'. Use Lost Lead available in the Action panel and selecting and select the appropriate status . Through the modal select one of the preconfigured reasons the lead has been lost(i.e., one which represents a 'Lost' life cycle state). Select a reason the lead was lost from the modal.
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Canceling a lead
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Cancel a lead which was created by mistake by changing Use Cancel Lead available from the Action panel to delete an unwanted lead. Change its life cycle state to 'Cancelled' by selecting the Cancel Lead action available in the Action panel and selecting ' and select the appropriate status.
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Applying business flows on leads
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Use 'Schedule An Activity' from the Action Panel area of the Data Entry page, in order to schedule additional necessary actions for leads, such as scheduling an appointment to visit prospect a prospective customer 's in person.
View Activities for more information.
- The contact information and lead number are carried over onto to the activity from the lead.
- Activities scheduled through the lead must be completed, deleted or cancelled canceled to be allowed to complete (win/lost) the lead. the lead (by winning, losing or cancelling)
Communicating Leads
Lead details can be communicated to customers by using the Communicate action using Communicate Lead available from the Actions menu of in the Data Entry page. You can use tags related to lead tags (text that is automatically replaced by values specific to selected records) when related to leads when creating communications. Tags can be selected by typing '#'. Refer to the Communications manual for a complete list of lead tags.
Leads Analytics
Reports
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Information on Leads can leads can be extracted in a structured format for analysis by using reports. The leads and fields displayed in a report and the included Leads are selected and grouped based on user-defined criteria. Refer to Reports for more information.
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The report displays a list of leads extracted based on their type and status.
Leads Business Examples
Demo
tofor leads
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Scenario 1 Company ZX accepts requests from prospective customers to present its system's features through a demo. Solution Configuration Activity Type
Lead Status
Lead Type
Lead Definition
User Process
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Retrieving overdue leads
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Scenario 2 Company ZX would like to be informed regarding prospect prospective customers that should have been completed handled in the previous week but were not. Solution User Process The retrieval of leads should take place Leads should be retrieved every Monday. Backoffice Manager The back office manager will access the leads Summary page and search for leads matching entries matching the following criteria:
The search will retrieve all leads that have an 'Expected Completion Date' up to and including the date defined in the Expected Completion Date field. |
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