Leads Business Features

Leads

Leads denote prospective business opportunities associated with a contact.

Each Lead is assigned to a queue, typically reflecting a salesforce automation model with predefined stages.

A Lead is considered completed when it assumes either the ‘Won’ or ‘Lost’ state.

Queue

A Queue is a sequence of predefined stages that a Lead progresses through during its lifecycle.

Each stage corresponds to a Lead state, such as ‘New’, ‘In Progress’, ‘Won’, or ‘Lost’. When a Lead is created, it automatically starts in the ‘New’ state. As the Lead is worked on, it moves through one or more ‘In Progress’ stages. At the end of the queue, the Lead reaches a final state:

• Won - The Lead results in new business.

• Lost - The Lead is lost, a reason for the loss must be specified.

Each queue contains a single stage for the ‘New’, ‘Won’, and ‘Lost’ states, while it can include multiple ‘In Progress’ stages as needed.

States

Each Lead has a state that reflects its current status, which changes as the Lead progresses through the stages of its associated queue.

A Lead’s state is determined by its current queue stage. The possible states are:

• New – The initial state automatically assigned by the system when the Lead is created.

• In Progress – Indicates that the Lead is actively being worked on.

• Won – A final state indicating that the Lead has successfully converted into a customer.

• Lost – A final state indicating that the Lead has been lost for some reason.

Leads in the ‘Won’ or ‘Lost’ state can be re-opened. When a Lead is re-opened, it returns to the queue stage it was in immediately before being marked ‘Won’ or ‘Lost’.

Owner

The owner of a Lead can be a single user or a team of users. Assigning an owner is mandatory, but it can be changed after the Lead is created.

The Lead owner can be set either by the Lead’s creator or automatically through Automations. Ownership can later be updated by the current owner, by users with the Owner role, or by any member of the assigned team (provided the Lead is assigned to a team of users).

Leads Operations

• Create a Lead: At least one Lead Queue must be defined before a Lead can be created.

• Title: A unique title is required, as this is how the Lead will be identified in the system.

• Queue: Select a Lead queue.

• Description: Provide additional details about the Lead, if applicable.

• Value: Enter an estimated value for the Lead, assuming successful conversion.

• Expected Close Date: An estimated date for Lead closure. This date can be updated at any time. If the Expected Close Date has passed, it will be highlighted in red in both the Kanban and List views.

• Link Activities: If the Lead is associated with a Contact, an Activity can be created to schedule and track tasks related to the Lead.

• Notes: Add internal notes as needed, with the option to pin important notes to the top.

• Attachments: Upload relevant files or reference links associated with the Lead.

• Progress & Regress: Move a Lead forward by selecting the next stage in the queue, or move it backwards by selecting a previous stage. All progression and regression changes are recorded in the Event History option.

• Delete: A Lead can be deleted in any state. This action is permanent and cannot be undone.

Tags

Assign Tags associated with the Lead. Tags can be used as a filtering option on summary screens and reports.

Custom Fields

If you require additional information not supported by CRM.COM, you can create custom fields of various formats to meet your specific needs.

Automations

Automations for Leads can be created based on the following trigger events:

• Events

  • New Lead

  • Update Lead

  • Change Lead Stage

  • Won Lead

  • Lost Lead

Available actions depending on the selected event:

• Actions

  • Send Communications

  • Set Leads Provisioning (assign to a team or user)

  • Fire Webhooks

  • Schedule an Activity for the Lead

Analytics

• Dashboards

  • View summarised Leads information from the following dashboards:

    • Home

    • CRM Overview

• Reports

  • Generate or schedule Leads report to run regularly based to selected criteria.

    • Leads Summary - View Leads basic information, their current queue stages as well as expected closing dates