Lead management in Zoho CRM can be a confusing topic especially how it works. In this article and video. I’ll explain the need to create a Lead depending on what you are trying to do.
Definition
“A Lead is a contact or organisation which could potentially become a customer for your goods or services.”
Leads contain 3 parts
- A person’s details.
- The organisation they work for (B2B only).
- Information on the product or service they are interested in.
Qualification
“Qualification is the process of identifying if the lead is worth pursuing to turn them into a customer or prospective customer.”
Lead Conversion
Lead Management Scenarios
?A new enquiry comes in. What should you do in the CRM?
| ?Lead Already Exists? | ?Contact / Opportunity Exists? | ??Best Practice Action |
| ?No | No? | ?Create a new Lead |
| ?Yes | No? | ?Update the existing Lead with some new details or create a new Lead |
| ?No | Yes? | ?Do not create a Lead, instead create a new Opportunity against the existing Contact |
Common Mistakes And Misconceptions
- Missing communication details.
- Ill-defined Lead statuses.
- Creating Leads for an existing Contact.
- Incomplete Lead conversion mapping.
Recap
- Check if you need to create a Lead or not.
- Capture all the details.
- Progress through qualification to the conversion process.
- Incomplete Lead conversion mapping.
