lead management using sfdc
Post on 14-Sep-2014
727 views
DESCRIPTION
TRANSCRIPT
Copyright © 2012 BSI. All rights reserved.
Lead Management
By Vinita Kapoor
Copyright © 2012 BSI. All rights reserved.
2
What is a lead?
• ‘Lead’ can be defined as an indication of a potential opportunity, that existing clients or new clients may be interested in BSI’s services.
Leads:
Home
Leads:
Home
Copyright © 2012 BSI. All rights reserved.
3
Lead generation and sources
Leads are generated by the following sources:• Advertising• Customer Survey• E-shots• Direct Marketing• Events/seminars/webinars• Outbound cold call• Email/inbound call/letter• Client Referral• Website• Business Development Managers/ S.Executives• Client Managers
Copyright © 2012 BSI. All rights reserved.
4
Lead Management: the process
1. Leads received in SFDC2. Lead Qualification (following USPLOSO)3. Leads Assignment4. Lead Nurturing5. Shadow Calling
Copyright © 2012 BSI. All rights reserved.
5
1) Leads received in SFDC
Leads are received by the following channels:• Web to Lead Forms• Email• PG, Client Managers (whenever a salesperson gets in contact with a prospect, he fills the
details including contact name, email, number, product area etc. in SFDC)• Inbound call/email/letter/ • Social Media
Copyright © 2012 BSI. All rights reserved.
6
Leads received in SFDC
Copyright © 2012 BSI. All rights reserved.
7
2) Lead Qualification
• U: Unclassified• S: Suspect• P: Prospect• L: Lead• O: Opportunity• S: Sale• O: Order
Copyright © 2012 BSI. All rights reserved.
8
Lead Assignment
• Leads which have the following criteria are assigned to Training head (for Trainings) and Sales head (for Assessment and certification):• Name• Product• Location• Number and email address (either or both)
Copyright © 2012 BSI. All rights reserved.
9
Lead which qualifies for assignment
Copyright © 2012 BSI. All rights reserved.
10
4) Lead Nurturing
Export data of leads which appear unclear about their requirement from BSI
Call or email to check requirement
Close-not-convert the lead
Assign the lead to respective department head
Guide and suggest appropriate courses/services
Take help from Director Marketing or Product head
If not clear what to advise
If interested in BSI products/services
if notIf int but not clear
Copyright © 2012 BSI. All rights reserved.
11
5) Shadow CallingExport leads with the status ‘Closed-not-converted’ from SFDC reports every month
Check and inspect ‘reason for loss’
Cross check the status in SFDC
No action
Call up the lead and find out if the requirement has been met
Re-assign the lead to the lead owner and send an intimation mail to the lead owner and line-manager
Make the report and share with Dir Marketing every month.
If reason found genuineIf notNo action
If yes