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Overview

A lead is a suggestion or information that can result in a new customer or additional business. In CRM.COM, a lead is a physical person or company that is managed through a set of processes and can be 'Won' or 'Lost'.

Major features

Won leads can be converted to customers from the leads module.
Additional tasks to manage prospective customers, such as personal appointments, can be scheduled from the leads module.
Information that interests prospective customers can be communicated automatically.

Setting Up Leads

Configuration > CRM Application > Leads

Types

Types are used to determine the operational characteristics of leads.
Configure the following entities before creating lead types. Subsequently, add the entities you would like to make available for each type.

Statuses are used to label the life cycle states 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). These classifications guide the user in handling the potential customer and can be used by the business to analyze their lead types.
Lost Reasons are reasons that can result in a lost lead.
Competitors are used to define competing businesses with access the same lead 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

Main Information
Estimated Completion Time: How long the processing of a lead is expected to take before it is completed (measured in minutes, hours, days, weeks, months and years). Importance Level that the leads of each type should automatically be set to. The levels are pre-defined in the system. Users can define which levels are supported, their labels and the default level, through the lead definitions. Priority Level that the leads of each type should automatically be set to. The levels are standard and pre-defined in the system. Users can define which levels are supported, their labels and the default level, through the lead definitions.
Allowed Attributes
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 for each life cycle state 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 the authorization of the user or unit.
Status	The initial status of the entity. There can only be one initial status and it must be included if allowed statuses are defined.
Status Transitions	The series of predetermined status changes that a lead can progress through. Each entry consists of the following: Status: The current status of a lead. Destination Status: A status that can be selected after the current status. Allowed Organisational Units: Used to authorize specific units or users to make the transition.

Main Information

Estimated Completion Time: How long the processing of a lead is expected to take before it is completed (measured in minutes, hours, days, weeks, months and years).

Importance Level that the leads of each type should automatically be set to. The levels are pre-defined in the system. Users can define which levels are supported, their labels and the default level, through the lead definitions.

Priority Level that the leads of each type should automatically be set to. The levels are standard and pre-defined in the system. Users can define which levels are supported, their labels and the default level, through the lead definitions.

Allowed Attributes

Statuses

Definitions

Lead definitions are business rules that are used to control 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

The table describes the sections of the Lead Definition Data Entry page and explains how the fields in the page are used.

Mandatory Configurable

Allowed Types
Allowed Types	Defines the 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 when the lead's life cycle state is updated to 'Won' (if an account does not already exist). Account Classification: Select the classification that will be assigned to the newly created accounts receivable. Credit Rating: Select the credit rating that will be assigned to the newly created accounts receivable.
Supported Preferences
Priorities	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 levels should be 'Supported' (available for selection) when creating a new lead.
Importance	Importance level is used to identify the leads that agents should give special attention to during processing. Create a label for each importance level ranging from '1' to '8' and select which levels should be 'Supported' (available for selection) when creating a new lead.
Competitors	Other companies with the same objective and access to your lead. Choose the competitors that should be available for selection when creating a new lead.
Lost Reasons	Choose the reasons that should be available for selection when a lead is set to 'Lost'.
Source Types
Defines a list of source types that could introduce or propose leads. Provide a label for each of the predefined lead sources that will be available to be assigned on leads.

Related configuration areas

The following modules are related to leads and may be configured for the leads module to operate at its full capacity.

Optional modules may be configured for the leads module to operate at its full capacity.

Manual Link	Area	Description	Configuration
Activities	Activity Types	Configure the activity types that will be used by leads 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

CRM > Leads > Manage Leads

A lead is a suggestion or information that can result in a new customer or additional business. Prospective customers (physical persons or companies) can be managed using the 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
The details of the customer that reported the issue. The contacts cannot be changed once the request is saved but their details can be updated.
Account Information
The account details of converted lead that became a customer.
Lead Information
Lead Information	Type determines the attributes available for leads and their default values. E.g., physical person customer lead, organization customer lead, business partner lead. Category is a label that describes the business classification of the lead. Priority Level determines 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: Use a percentage value to define the likelihood of winning the lead. Lower values can be used to indicate greater effort is necessary. Target Amount: The sum that is predicted to be gained if the lead is 'Won'. Lead Source: Select a source from the list (defined in the lead definition) to indicate how the lead was introduced to the company. Lost Reason: Select from list. 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 Dates (Dates and time frames that are relevant to the lead)	Start Date: The date on which the lead was first saved. Estimated Completion Time: 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 products for which the lead expressed interest. Additional notes provided for each product regarding questions or information requested by the lead may be useful when the lead is handled by different agents.
Lead Team
A list of the users working on the lead.
Competitors
Define the competitors with the same objective and access to your lead.
Activities
A list of activities scheduled for the lead.
Action Panel
Status & Notes	Status: The status of the lead also defines its life cycle state and allows you to progress the lead. Lead actions are used to update the status of a lead to one of a different life cycle state (Win Lead, Lose Lead). EDIT the lead to change its status to another status of the same life cycle state. 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 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 set by the user. The allowed states are the following: Pending In progress Lost Won Cancelled 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 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.
Lead Actions	Actions: Used to progress a lead through its life cycle state. Start Progress Win Lead Lose Lead Cancel Lead Schedule an Activity: Opens the activity Data Entry page in a modal window in order to schedule additional necessary actions. View History: A link that provides additional information related to the lead. Communications: A list of all the communications with the lead defined in the 'Referring To' field.

Creating and processing leads

Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition).

Selecting and creating a lead

Specify the criteria that match the lead you are interested in or use NEW from the Actions menu to create a new lead. Provide the mandatory information in the leads fields table before you SAVE the lead.

	New
Prerequisites	There must be an active definition. The action must be allowed in the security profile of the logged-in user. The logged-in user must have access to the lead type, designated in the type's 'Allowed Organisational Units'.

Modifying a lead

Enter EDIT mode from the Actions menu.

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.

Prerequisites	Life cycle state must be 'Pending' or 'In Progress'. Once a lead is created the related contact, account and lead type cannot be changed.

Deleting a lead

DELETE 'Pending' requests from the Actions Menu.

Prerequisites	Life cycle state must be 'Pending'. The lead must not be 'Completed'. All activities that were scheduled for the lead are now completed, deleted or canceled.

Accepting a lead

New leads are assigned to a unit or user. 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 is assigned to the B2B marketing department and then accepted by a specific agent.

Postconditions	Users must be authorized to accept a lead (i.e., the 'Accept lead' action is enabled in their security profile) and be members of a unit to which the lead is assigned or of a unit in the same group.

Starting the progress of a lead

A lead must be progressed to start its processing. Use Start Progress available in the Action panel. Select one of the available statuses that represents an 'In Progress' life cycle state. The action will change the state from 'Pending' to 'In Progress'. Once the action is executed, use EDIT mode to start working on the lead.

Prerequisites	Life cycle state must be 'Pending'.
Postconditions	All mandatory information must be specified.

Winning a lead

A lead can be converted to a customer by changing its life cycle state to 'Won'. This is done by using Win Lead available in the Action panel and selecting the appropriate status (i.e., one which represents a 'Won' life cycle state).

If the auto-conversion process is enabled in the lead definition, the detail required to create an accounts receivable must be supplied. (Persons or companies are required to have an accounts receivable in CRM.COM to be considered as customers).

Prerequisites	Life cycle state must be 'Pending' or in 'Progress' All activities that were scheduled for the lead are now completed, deleted or canceled.

Losing a lead

The life cycle state of a lead that does not result in a customer must be changed to 'Lost'. Use Lost Lead available in the Action panel and select the appropriate status (i.e., one which represents a 'Lost' life cycle state). Select a reason the lead was lost from the modal.

Prerequisites	Life cycle state must be 'Pending' or in 'Progress' All activities that were scheduled for the lead are now completed, deleted or canceled.

Canceling a lead

Use Cancel Lead available from the Action panel to delete an unwanted lead. Change its life cycle state to 'Cancelled' and select the appropriate status.

Prerequisites	Life cycle state must be 'Pending' or in 'Progress' All activities that were scheduled for the lead are now completed, deleted or canceled.

Applying business flows on leads

Scheduling an activity for a lead

Use 'Schedule An Activity' from the Action Panel area of the Data Entry page, to schedule additional necessary actions for leads, such as an appointment to visit a prospective customer in person.

View Activities for more information.

The contact information and lead number are carried over to the activity from the lead.

Activities scheduled through the lead must be completed, deleted or canceled to be allowed to complete the lead (by winning, losing or cancelling)

Communicating Leads

Lead details can be communicated to customers by using Communicate Lead available from the Actions menu in the Data Entry page. You can use tags (text that is automatically replaced by values specific to selected records) 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

Information on leads can be extracted in a structured format for analysis by using reports. The leads and fields displayed in a report are selected and grouped based on user-defined criteria. Refer to Reports for more information.

Leads status report

The report displays a list of leads extracted based on their type and status.

Leads Business Examples

Demo for leads

New Lead Type

Scenario 1

Company ZX accepts requests from prospective customers to present its system's features through a demo.

Solution

Configuration

Activity Type

Set up an activity type to be used for demo purposes.

Lead Status

Set up one status for each available lead life cycle state.
- Pending
- In progress
- Win
- Lost
- Cancelled

Lead Type

Set up a new lead type to be used for demos.
- Define the configured statuses and set a default for each available life cycle state.
- Provide the demo activity type in the allowed attributes.

Lead Definition

Add the new lead type

User Process

Create a new lead of type 'Demo'.
Start the progress of the lead by using Start Progress from the Action panel.
Schedule an activity of type 'Demo' by using Schedule Activity from the Action panel.
(The activity must subsequently be progressed, completed or closed before it can be set as 'Won', 'Lost' or 'Cancelled')

Retrieving overdue leads

Searching for overdue leads

Scenario 2

Company ZX would like to be informed regarding prospective customers that should have been handled in the previous week but were not.

Solution

User Process

Leads should be retrieved every Monday. The back office manager will access the leads Summary page and search for entries matching the following criteria:

Expected Completion Date:
- Three days before current date (last Friday)
Life Cycle State:
- Pending
- In progress
- Lost
- Won

The search will retrieve all leads that have an 'Expected Completion Date' up to and including the date defined in the field.

Notes

If you are using a previous release, view CRM.COM Release Changes.

Use the WEB API to create and manage leads from an external system, such as a customer portal. Refer to the Leads WEB API for a comprehensive list of available actions.

Overview

Major features

Setting Up Leads

Types

Type Fields

Definitions

Definition Fields

Related configuration areas

Using Leads

Leads fields

Creating and processing leads

Selecting and creating a lead

Modifying a lead

Deleting a lead

Accepting a lead

Starting the progress of a lead

Winning a lead

Losing a lead

Canceling a lead

Applying business flows on leads

Scheduling an activity for a lead

Communicating Leads

Leads Analytics

Reports

Leads status report

Leads Business Examples

Demo for leads

Retrieving overdue leads

Related Links