Work Smart Lead management in CRM for SMB

Work Smart Lead management in CRM for SMB In Microsoft Dynamics CRM for SMB Sales (CRM for SMB), Lead records capture potential new customer information without requiring that you create an account. Leads are assigned to queues associated with sales teams and, from that point, are assigned to sales representatives to be worked on. Topics in this guide include: Working with Lead records Engaging a lead Qualifying a Lead record Converting a lead to an opportunity Creating a new Lead record For more information This Work Smart Guide details key functions of lead management in CRM for SMB. Stepby-step instructions illustrate the tasks that sales reps use to profile and qualify SMB leads and to create opportunities, which are sent to a Microsoft system of record and eventually forwarded to a partner.

2 Lead management in CRM for SMB Working with Lead records Leads appear in CRM for SMB from several sources, including online trials, marketing prospect lists, local marketing programs, customer lists, and click-to-chat sessions. After a lead lands in CRM for SMB, it is routed to the appropriate sales team and then is automatically or manually assigned to the appropriate sales representative. Manual assignment is handled by either a manager or by the representatives themselves, depending on the team s processes. Please see your manager to find out how lead assignment is handled for your team. Assigning leads to yourself 1. On the top bar, click Workplace and then click the Queues tile. 2. Select the My Sales Team(s) Queue Items system view. 3. In the Queue list, select a sales team. The results page appears.

3 Lead management in CRM for SMB 4. Optionally, to sort the list, on the results page, click the Filter icon. a. To sort the list by category, click the arrow to the right of any column heading. b. On the drop-down menu, select a sort method. 5. On the results page, next to one or more leads, select the check box. 6. On the Command bar, click Work On. 7. The Assign Queue Item dialog box appears. Keep Assign to me to work on selected (default), and click Assign. The selected leads are removed from the queue and appear in the Leads>My Open Leads view after they are processed by the system (which may take a few seconds). Opening and reviewing a Lead record 1. Click Workplace, and then click the Leads tile. 2. If necessary, next to the current System Views header (for example, All Leads), click the arrow and then select My Open Leads.

4 Lead management in CRM for SMB 3. View all open leads that are assigned to you. 4. To open and view the Lead record, click a row. 5. To see recently viewed leads, on the top bar, click the arrow to the right of the Leads header. To open a lead, click the tile. Disqualifying a Lead record 1. If the lead is not valid (for example, due to bad data) or if the lead cannot be turned into an opportunity, you must disqualify it. With the Lead record open, on the Command bar, click Disqualify and then select a reason for disqualification. For additional guidance, see the current qualify/disqualify definitions (http://infopedia/docstore/pages/kcdoc.aspx?k=kc02-23- 13721). 2. To make a disqualified lead active and to work on it again, on the Command bar, click Reactivate Lead. Engaging a lead If the lead appears to be valid, the next step is to prepare to call the customer to initiate a qualification discussion to capture more information about the customer and his or her needs.

5 Lead management in CRM for SMB Preparing for the call Take a few minutes to prepare for your call with the customer so you can have a more informed discussion. Preparations should include: Reviewing the Lead record for product history, account history, and partner status. Researching the customer s company on the Hoovers site. o o If the account was matched with a Hoovers record, the Hoovers Match button is available on the Command bar. If the account was not matched with a record on the Hoovers site, the Hoovers Search button appears. Researching the customer s company on Customer Insight. Note that the Customer Insight button appears on the Command bar only if the Microsoft Sales Top Parent ID (TPID) matches. Locating and reviewing the correct call guide. Based on the Product Family field, locate and review the appropriate Call Script/Discussion Guide/Objection Handling documents. Please see your manager to learn where these are located for your region. Calling a lead 1. During lead assignment, a Call New Lead activity is automatically created against the record. With the Lead record open, to the right of the lead name, click the arrow and then click the Activities tile. 2. The Open Activity Associated View pane appears. To open the Phone Call activity, in the Subject column, click Call new lead.

6 Lead management in CRM for SMB 3. The New Phone Call pane opens. To call the contact, dial the number in the Phone Number field on your desk phone or click the phone number to initiate a Lync call. NOTE: To use the automatic call feature in CRM for SMB Sales, you must be signed in to Lync. If you reach the customer: a. Begin the qualification discussion. b. In the Description field below the Subject line, enter notes about the call. c. In the Phone Status drop-down list, select a revised status. If you do not reach the customer: a. Leave a voice mail. b. In the Description field below the Subject line, enter notes about the call. c. In the Phone Status drop-down list, select Left voice mail. d. Create a follow-up Phone Call activity (see the next section for instructions). Creating a follow-up Phone Call activity You can create a follow-up Phone Call activity to schedule an activity that will happen in the future. 1. With the New Phone Call pane open, on the Command bar, click Follow Up Activity. 2. In the Due column, enter or select a future date and time to schedule the activity. 3. On the Command bar, click Save.

7 Lead management in CRM for SMB If you cannot reach the customer You should make three attempts to reach the customer by phone before you disqualify the lead as Unreachable. The following table lists the steps that you should take on the second and third attempts: Attempt Steps Second 1. In the Lead record, in the Qualification section, change Contact Status to 2nd attempt no contact and then click Save. 2. From the open activity, create a second follow-up Phone Call activity for your final attempt to reach the customer and then close the activity. 3. Disposition and mark as complete the Follow-Up Phone Call Activity record that you have open. Third 1. In the Lead record, in the Qualification section, change Contact Status to 3rd attempt no contact and then click Save. 2. Disposition and mark as complete the Follow-Up Phone Call Activity record that you have open. 3. Disqualify the lead as Unreachable. Qualifying a Lead record If you reach the customer, proceed with your qualification discussion and complete system-required and business-recommended fields on the Lead record. What you do after the call depends on the customer type and the customer s needs. 1. In the Lead record, scroll to the Details section. During the call, enter as much information as possible in the Qualification and Other Information subsections, as you work through your call guide. NOTE: Recommended fields for qualifying a lead have a blue plus sign (+) next to the field name. 2. In the Preferences subsection, verify the customer s preferred contact methods and update, if necessary. NOTE: Always set customer contact preferences before qualifying the Lead record. After the lead is qualified, it becomes read-only and cannot be updated. If the Contact Preferences -

8 Lead management in CRM for SMB Partner Email is set to Do not allow, lead information cannot be shared with the customer and partners cannot be associated to the lead. 3. If the customer appears to be qualified, discuss their partner status. There are three general scenarios: Customer wants to work with a partner but does not have one. Customer is already working with a partner. Customer does not want to work with a partner. 4. What you do after the call depends on the customer type and the customer s needs. The following table gives more information about next steps: Scenario Customer is qualified and wants to work with a partner. Customer is qualified and is already working with a partner. Customer is qualified but does not want to work with a partner. Steps 1. Search for and attach a partner. 2. Send Lead and Partner email messages. 3. Disposition and mark as complete all open Phone Call activities. 4. Convert to opportunity with Refer to partner status. 5. Send the opportunity to CRM for Sales (GSX). 1. In the Customer Indicated Partner field, type the partner name. 2. In Workplace > Partners, search for the partner: a. If the partner is found, if the status equals Active, and if the GSX Partner ID field contains data, copy the Microsoft Partner Network ID (MPNID) from the view and paste it into the Partner Engaged field. b. If the partner is not found, if the status does not equal Active, or if the GSX Partner ID field does not contain data, attach the default partner from the lead's country and send a Lead Referral email message. 3. Disposition and mark as complete all open Phone Call activities. 4. Convert to opportunity with Engaged with Potential Partner status. 5. If more than 25 seats, send opportunity to CRM for Sales (GSX). 1. Attach the default partner from the lead s country. 2. Send Self Service Info email message. 3. Disposition and mark as complete all open Phone Call activities. 4. Qualify as Refer to Self Assist status. 5. If needed, send the opportunity to CRM for Sales (GSX). Customer is ready to purchase. 1. Assist with purchase. 2. Convert to opportunity with Buy Now status. Customer wants to sign up for trial. Customer no longer wants to be contacted about Microsoft products/promotions. Customer no longer wants to be contacted by Microsoft at all. 1. Send Sign Up for Trial email message. 2. Disposition and mark as complete all open Phone Call activities. 3. Qualify as Sent to Trial. Account and Contact records are created for the customer. 1. Disposition and mark as complete all open Phone Call activities. 2. Disqualify with Do Not Contact Program status. 1. Disposition and mark as complete all open Phone Call activities. 2. Disqualify with Do Not Contact Global status.

9 Lead management in CRM for SMB Converting a lead to an opportunity After all open activities are dispositioned, you can qualify the Lead record with the appropriate status. After being qualified, an Account and Contact record for the customer is created in the system. For most statuses, the Lead record is also converted to an Opportunity record. Dispositioning and marking a Phone Call activity as complete 1. Click Workplace, and then click the Activities tile. The My Activities system view appears with a list of open activities that are assigned to you. 2. Locate and click to open a Phone Call Activity record. 3. In the Description field, add any applicable notes. 4. On the Status drop-down menu, select a revised status. 5. On the Command bar, click Mark Complete. The Activity record becomes read-only and will appear as a closed activity against the Lead record. Converting a Lead record to an Opportunity record 1. Ensure that you have marked complete all activities associated with the Lead record. 2. To save all changes made to the Lead record, with a Lead record open, in the lowerright corner, click Save. NOTE: Lead records are automatically saved every 30 seconds. 3. On the Command bar, click Qualify. In the drop-down list, select a reason to qualify. For additional guidance, see the current qualify/disqualify definitions (http://infopedia/docstore/pages/kcdoc.aspx?k=kc02-23-13721).

10 Lead management in CRM for SMB 4. In Opportunities>My Open Opportunities, a new Opportunity record appears. NOTE: After you qualify a lead, CRM for SMB may take a few moments to display the newly created opportunity. If you try to qualify the lead again while CRM for SMB is working on the qualification process, an error message appears: Creating a new Lead record If you identify an opportunity (for example, the customer wants to sign up for a trial or is ready to purchase), you may need to create a new Lead record in CRM for SMB. Before you create a new Lead record, perform a search in CRM for SMB to ensure that a Lead record does not already exist for the customer. Searching for an existing Lead record 1. Click Workplace, and then click the Leads tile. 2. In the upper-right section of the screen, in the Search for records field, type the customer s email address or use an asterisk to perform a partial search, and then, to run the search, click the magnifying glass. Note the following: You can also search by other criteria, such as last name, phone number, or lead company name. When you are performing a search, make sure to enter correct information. CRM for SMB returns records that are exactly the same as (not similar to) the entered information. 3. Review results for customer information. Active record found If you identify an existing active record in CRM for SMB (fields are enabled) for the customer:

11 Lead management in CRM for SMB a. To open the record and review information about the lead, such as any notes and activities, click the row. b. In the Social Pane, update the record with any changes and describe your interaction with the lead (for example, your click-to-chat conversation). c. When you are finished, click Done. d. If the lead already has an owner, contact him or her to discuss and coordinate next steps. Inactive record found If you identify an existing inactive record for the customer (fields are unavailable), create a new Lead record. Do not reactivate the existing Lead record. No record found If you did not find a match, create a new Lead record. Creating a new Lead record If you performed a thorough search for an existing Lead record in CRM for SMB and did not find a match, create a new Lead record in the system. NOTE: You must have Create Lead permissions to create a new Lead record in CRM for SMB. To request permissions, send an email message to CRM for SMB Tier 1 Support (mailto:crmsmbt1@microsoft.com). 1. If the Lead work area is not already open, click Workplace and then click the Leads tile. 2. On the Command bar, click New. 3. To expand the Business Process bar, in the blank New Lead form, click Prospect (Active). Enter the required information for fields marked with a red asterisk. NOTE: Required fields are marked with a red asterisk. You can complete other fields now or later. The following table lists the available fields. Lead record field Instructions and definitions First Name, Last Name* Enter the customer s first and last names. Lead Company Name Enter the customer s company name. Office Phone Enter the customer s office phone number, including area code. Do not use spaces or non-numeric characters (for example: 4255550100). Promo Code* To enter a promo code, click it. Or, to pick from a list, click the Search icon. Email Enter the customer s email address. Country* Enter the first few letters or the full name of the customer s country. Press Enter, or double-click the Search icon, and then, in the results list, select the appropriate match.

12 Lead management in CRM for SMB Current Sales Team* Preferred Language* Enter the first few letters or the full name of the customer s current sales team. Press Enter, or double-click the Search icon, and then, in the results list, select the appropriate match. Enter the first few letters or the full name of the customer s preferred language. Press Enter, or double-click the Search icon, and then, in the results list, select the appropriate match. 4. After completing the required fields, on the Command bar, click Save. NOTE: Lead records are automatically saved every 30 seconds. If you attempt to manually save a Lead record without completing required fields, an error message identifies those fields. Enter the necessary information, and click Save again to complete the operation. 5. The new Lead record is saved, and the information you entered also appears in the Contact and Company Information subsections below the Business Process bar.

13 Lead management in CRM for SMB For more information The Dynamics CRM for SMB Sales Readiness site (http://infopedia/pages/crm_smb.aspx) contains Work Smart Guides, links, and other information on how to use Microsoft Dynamics CRM for SMB Sales, including: Work Smart: Getting started with CRM for SMB Work Smart: Opportunity management in CRM for SMB Work Smart: Activity management in CRM for SMB See also: Field CRM for SMB on Yammer https://www.yammer.com/microsoft.com/#/threads/ingroup?type=in_group&feedi d=2388580 Work Smart http://worksmart This guide is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. 2013 Microsoft Corporation. All rights reserved.