What is Lead Management and Why Do You Need It?

Efficient lead management is imperative for any business organization success. All the prospects who are interested in your product or services can be referred to as leads. These leads can be future customers, often long lasting with the right nurturing. When you begin with a handful of leads, the sales team could manage the leads properly. But as you scale, the very same process becomes cumbersome with lead cracking and lead leakage. This is when you need Lead Management Solutions.

What is Lead Management?

Traditionally, Lead Management is defined as a process of constant engagement of leads. But the evolution of technologies led to a new approach, where marketing and sales are integrated. Now, lead management is defined as the process of capturing leads from marketing sources and nurturing the leads for sales-ready, based on the activities and behavior.

Business would unroll their leads on the spreadsheet and segregate into interested and not interested ones. But in a real-time scenario, it is the tough task to perform when the lead numbers are high. When the lead volume increases with the modern or digital marketing techniques then the spreadsheets could not cope up the bifurcation of organic and PPC lead into interested, not interested, follow-ups, somewhat interested and invalids, etc. resulting in lead leakage.

Whereas, with lead management tool, the leads can be captured from multiple marketing sources and channels like Email, SMS, Enquiry Call, Website and Organic Search. It helps you to qualify leads prioritizing them with leads scores. Distribute leads based on time, location, marketing source and user availability. And, finally nurture the lead nudging them to get converted into prospects.

Let us examine in detail how the office24by7’s lead management tool can help in programming the lead management process.

Automated Lead Capturing

Leads generated from various sources including from online and offline sources can be automatically fed into the CRM. Various lead generation tools can also be integrated into CRM. Leads can also be added to the CRM manually.  The application makes sure that every lead is fed into the system preventing lead leakage. It is equipped to identify the marketing source of the lead analyzing its efficiency.

lead management

Opportunity form allows you to create well-defined forms as needed by brand requirements which can be merged with online and offline marketing sources to capture leads that get fed into Office24by7 CRM automatically without any code edition. You can create multiple forms privileging it to multiple teams with just a click.

Office24by7 CRM is equipped with click-on-go action buttons for SMS, Email and Agent CTI and even predefined APIs for enabling integrations of any third party vendors for easy contact of leads. The application serves a standalone platform for lead management and communication.

Quickly responding to the digital leads and engaging them is the important key factor for sales closures. You can predefine the lead distribution rules based on time, location, marketing source and agent availability and assign leads to sales reps or team, ensuring the right lead is given to right sales reps at the right time for conversion. Also, estimate the escalation matrix by defining the TAT period and notify the reporting managers via SMS, Voice call, Email and Push notifications automatically of every lead.

Integrated Lead Probing

Customer score will help you understand the customer intention and keenness of sales completion process. An automated score is fed based on customer visits explaining their journey towards your company. The lead’s profile box is automatically enriched with details like the source of the lead, customer score, lead score and the crisp lead information.

lead scoring

This ensures your sales team to analyze the customer importance and personalize their sales efforts. As the customer score is automated on the basis of predefined activities like reached via marketing source, links clicked, resource downloads etc., which helps your sales team to back-up with the necessary script to engage.

Automated Lead Scoring

Just like how the customer score helps you to predict their level of interest, lead score help to identify quality leads and prioritize them for nurturing. Lead Score is a methodology which will help you to analyze their fit in your business buying cycle. Generally, lead score can be an output of assigned points or ranks, etc. Based on which a lead can be prioritized as hot, warm, cold or high, medium and low. Lead score will allow you to identify high quality leads. Ultimately your sales team will end up probing the prospective lead rather investing their time in searching the right prospect.

sales lead management

Office24by7 CRM allows you to customize lead score on the basis of use response their behavior or interactions like opened your email, responded to email, received your phone call, valid mobile number, shown interest with a follow-up call etc. It is not only about adding, you can even subtract the lead points like SMS not delivered, email not opened etc., and weed out the reach out leads from your sales bucket. The leads score gets updated based on the predefined scores which will help your sales team to align a sales strategy.

Automatic Leads Distribution

It is a known fact, the sooner you contact leads, the sooner they associate. When the leads are less in number, you can effectively assign leads based on the capability of your sales reps but the leads are more in number, then sorting out the duplicate leads and assigning it to sales reps become a daunting process. Ideally, Office24by7 CRM will help you to predefine lead distribution rules based on location, source, time and agent availability which will automatically distribute leads as defined.

lead distribution management

Additionally, Office24by7 CRM allows Geo-fence and territory wise assigning of leads. Also, you can organize your leads distribution rules with assigning methods like round robin, linear and even limit territory access for particular sales reps.

Nurturing Leads

Eventually one or the other lead would be a paying customer but all might not be the one. To understand their sales readiness and to stimulate their buying behavior, your CRM should help with a nurturing process. With Office24by7 CRM, on the go click to action buttons helps you to engage your leads, send nurture campaigns, update promotional offers and push them forward to closing a deal.

Lead Management Benefits

  • Focus on high priority and sales-ready leads
  • Being equipped with the necessary context in the form of lead information, your sales team can have quality conversations.
  • Integrated Click-on-go buttons (SMS, Email and Voice) helps you reach your leads via multiple channels increasing conversation frequency
  • Automatically distribute right leads to the right team at the right time.
  • Simply drag and drop and get deep actionable insights and analytics via custom dashboards to judge leads efficiency and sales rep’s performance.