Lead Management (Potential Customers)

Key points

• • Create and manage potential customer information (leads).

• • Track nurturing activities: calls, emails, meetings.

• • Convert leads into opportunities (sales opportunities).

• • Auto-assign leads by team and salesperson.

• • Archive and restore leads when needed.

• • Track lead sources and marketing effectiveness.

• • Add tags for classification and filtering.

• • Manage access permissions by user role.

Key points

• • Always fill email or phone to reduce duplicates and enable easy contact.

• • Use tags consistently across the team for easy filtering and analysis.

• • Choose accurate source to evaluate marketing channel effectiveness.

Steps

• 1. Go to CRM → Leads and click New button.

• 2. Fill Contact / Customer: contact person or company name (recommended).

• 3. Enter Email and Phone for contact (recommended to have at least one).

• 4. Select Salesperson: person responsible for handling lead (optional).

• 5. Select Sales Team: team managing the lead (optional).

• 6. Add Tags to classify lead by criteria (e.g., "Enterprise", "SMB", "Hot Lead").

• 7. Choose Source to track lead origin (Website, Email Campaign, Event).

• 8. Fill Referred By if lead was referred by partner or existing customer.

• 9. Click Save to store the lead.

Key points

• • Always set deadline for next activity to avoid missing opportunities.

• • Use "My Activities" filter to view leads needing attention today.

• • Use "Overdue" filter to handle overdue activities.

• • Detailed notes in chatter help colleagues understand context during handover.

Steps

• 1. Open lead to update from Leads list.

• 2. In chatter section (below form), note conversation content with customer.

• 3. Click Schedule Activity to create next action: Call, Email, Meeting, To-Do.

• 4. Select activity type, fill summary and choose deadline.

• 5. Assign activity to responsible salesperson (defaults to creator).

• 6. Update Priority if lead becomes more important.

• 7. Change Salesperson or Sales Team if handover needed.

Key points

• • Archive lead when: customer declined, unreachable after multiple attempts, or processing paused.

• • Do not delete leads unless certain data is not needed (deletion is irreversible).

• • Periodically review archived leads to decide on restoration or permanent deletion.

Steps

• 1. Open lead to archive.

• 2. Click Action → Archive (or archive icon on form).

• 3. Lead will be hidden from main list but still stored in system.

• 4. To view archived leads, enable "Archived" filter in list.

• 5. To restore lead, open archived lead and click Restore / Unarchive.

Key points

• • Lead after conversion becomes opportunity and tracked in Pipeline.

• • Contact, email, phone, activities information is preserved.

• • Can batch convert multiple leads by selecting and using conversion action.

Steps

• 1. Open lead confirmed to have potential.

• 2. Click Convert to Opportunity button.

• 3. Choose customer option: Create a new customer or Link to an existing customer.

• 4. If creating new: system auto-creates contact/company from lead information.

• 5. If linking: search and select existing customer in system.

• 6. Confirm Salesperson and Sales Team responsible for opportunity.

• 7. Click Apply to complete conversion.

Key points

• • Budget: Does customer have budget for product/service?

• • Authority: Does contact person have purchase decision authority?

• • Need: Does customer have real need for product/service?

• • Timeline: Does customer have near-term purchase plan?

• • Fit: Does product/service fit customer needs?

Lead Handling Decision

Key points

• • Sources with high conversion rates should be prioritized for investment.

• • Sources with low cost and good quality are most effective channels.

• • Periodically review and eliminate ineffective sources.

Steps

• 1. Go to Configuration → Lead Sources to manage source list.

• 2. Create new sources: Website, Email Campaign, Social Media, Event, Referral, Cold Call.

• 3. When creating lead, always select corresponding Source.

• 4. Go to Reporting → Lead Analysis to view reports by source.

• 5. Analyze: lead count, conversion rate, revenue by each source.

Key points

• • Round Robin: distribute leads evenly to salespeople in order.

• • Based on workload: prioritize person with fewest active leads.

• • Can limit maximum leads each salesperson receives per day/month.

Steps

• 1. Manual assignment: Open lead → select Salesperson and Sales Team → Save.

• 2. Automatic assignment: Go to Configuration → Sales Teams.

• 3. Select team and configure Assignment Rules.

• 4. Set conditions: domain (filter leads by criteria), member (salesperson list).

• 5. Choose assignment method: Round Robin, Random, or Based on workload.

• 6. Run Assign Leads manually or set up automatic cron.

Key points

• • Standardize input data: always have email or phone to reduce duplicates.

• • No orphan leads: avoid Unassigned status for too long.

• • Always have next activity: each lead needs clear next step with deadline.

• • Use tags consistently: standardize tag naming across team.

• • Periodically review leads: weekly to handle leads stuck without activity.

• • Complete notes in chatter: helps colleagues understand context during handover.

• • Track lead sources: evaluate marketing effectiveness and optimize budget.

• • Merge duplicate leads: use Merge feature to consolidate leads from same customer.

Key points

• • Representatives only see own and team leads (not other teams).

• • Team leaders can reassign leads within team and view team pipeline.

• • Managers can configure stages, lost reasons, sales teams, and assignment rules.

CRM Access Control