Archive for January 2011

Lead Nurturing – New Interface

January 31, 2011

We are always looking for ways to make it easier to use LeadMaster.  Customers were telling us they wanted Lead Nurturing moved to the E-Marketing section.  So now you’ll find Lead Nurturing both the way you’ve been using it and in E-Marketing.

There are now two tabs in E-Marketing – Email Campaigns & Lead Nurturing.  Clicking on the Lead Nurturing tab reveals a summary of existing lead nurturing tracks and 3 options

  1. Create / Manage Lead Nurturing Tracks
  2. Add Contacts to Lead Nurturing Tracks
  3. Report on Lead Nurturing Tracks
Lead Nurturing in E-Marketing

Lead Nurturing in E-Marketing

Clicking on Create / Manage Lead Nurturing Tracks will take you to familiar ‘Lead Nurturing Track List’ page.  From here you can see / edit / add / delete Lead Nurturing Tracks.

Lead Nurturing Track List

Lead Nurturing Track List

Clicking on Edit takes you to the familiar ‘Edit Lead Nurturing Track’ page where you can add both email steps and call back reminder steps to lead nurturing tracks.  You can also specify who can see / use this lead nurturing track and whether it is active or not.

Create the Lead Nurturing Track

Create the Lead Nurturing Track

Once you have your lead nurturing tracks created it is time to add contacts to your lead nurturing track(s).  Click on E-Marketing, click on the Lead Nurturing tab, click on Add Contacts to Lead Nurturing Track.

Add Contacts to Lead Nurturing

Add Contacts to Lead Nurturing

Once the Lead Nurturing Tracks are setup it is a simple two step process to use Lead Nurturing.

  1. Select the contacts you would like to add to lead nurturing
  2. Select the track you would like to add the contacts to.

To select the contacts click on the ‘Select Contacts’ button and it will open the familiar Contacts Search Engine.  You’ll have the choice of either using one of your Saved Searches or creating a new search.  Personally I like to use marketing activities from search records to mark the records I’d like to add to Lead Nurturing.

Search for Contacts to Add to Lead Nurturing

Search for Contacts to Add to Lead Nurturing

Click GO and your search results will inform you of the number of contacts you’ve selected.  Then pick the lead nurturing track you’d like to add them to, select the start date and click submit.  That’s all there is to setting up a lead nurturing track for your contacts.

Once that is complete you may want to run a report to see who completed the track and who opted out.  Click on Report on Lead Nurturing Tracks from the main E-Marketing / Lead Nurturing page and you’ll be taken to the reports page where you can select the Lead Nurturing track that you’d like to know more about.

Report on Lead Nurturing Tracks

Report on Lead Nurturing Tracks

I added contacts to a lead nurturing track and it took me less than 1 minute.  Let us know how you like it.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

 

New Feature – HTTP GET / POST from LeadMaster

January 24, 2011

LeadMaster Workflow Automation has a new feature which adds a new action that allows a record to be “sent” to another application via an HTTP GET/POST operation.  This is available as both a Workflow Action and as a Task Manager result.

Workflow Add Action Function

Workflow Add Action Function

To use the Upload Record feature you’ll need to do the following:

  • Enter the URL where you are posting – you’ll get this from the IT team
  • Select either POST or GET for the method – you’ll get this from the IT team
  • Enter the fields – you have a choice of either A) static fields for things like the user ID and Password and B) database fields for uploading data like First Name, Last Name, Company etc.
  • Click Insert after each field you specify.
Upload Record - Specifications for the HTTP POST or GET

Upload Record – Specifications for the HTTP POST or GET

Here’s a list of available database fields:

i.     Prefix
ii.     Contact first name
iii.     Contact last name
iv.     Title
v.     Title code
vi.     Function
vii.     Company
viii.     Address
ix.     Address 1
x.     Address 2
xi.     City
xii.     State
xiii.     Zip
xiv.     Country
xv.     Web address
xvi.     Date entered
xvii.     Contacted date
xviii.     Last updated
xix.     Phone
xx.     Alt phone
xxi.     Cell/mobile
xxii.     Fax
xxiii.     Email
xxiv.     Company Revenue
xxv.     # employees
xxvi.     SIC code
xxvii.     Unique ID
xxviii.     Unique DUNS
xxix.     Site DUNS
xxx.     Lead status
xxxi.     Lead value
xxxii.     Sales stage
xxxiii.     Forecast date
xxxiv.     Close date
xxxv.     Probability
xxxvi.     Custom
xxxvii.     Initial status
xxxviii.     Campaign
xxxix.     Lead source
xl.     Marketing mix
xli.     Special Interest Fields 1 – 18

When you are finished with your field selection click save.  Your workflow should look something like this.

Sample workflow for using the HTTP Post

Sample workflow for using the HTTP Post

There are many ways to invoke this workflow – call stats, click actions, drop down menus etc.  Here’s an example that I like.  The lead status has a choice to ‘Post This Lead’.  Whenever the workflow sees that you’ve chosen this selection it will post that lead.

Example of one way to invoke workflow to post this lead

Example of one way to invoke workflow to post this lead

One of the reasons I like this option is because you can search your records and then do a global update on those records and selecting Lead Source / Post This Lead will post all of the leads in your search results.

The other thing I like about this method is the flexibility it provides.  Suppose you are a call center generating leads for your clients.  Each has a different CRM.  Now you can have 3 different menu options

  • Post this lead to ACME
  • Post this lead to GameTime
  • Post this lead to FleckJoe

But wait, there’s more.  The HTTP POST / GET feature is incorporated into the Task Manager.  So if the task is not completed on time the record can be send via HTTP POST or GET.

Send Record with Task Manager using HTTP POST / GET

Send Record with Task Manager using HTTP POST / GET

I know what you’re thinking.  Can you send data between LeadMaster databases using this feature?  The answer is yes.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

 

New Feature – Workflow Process for Assigning Records

January 17, 2011

While you’ve always been able to assign records via LeadMaster workflow automation you can now have record assignment be the condition for which a workflow is initiated.

For example, records could previously be assigned if they came from a specific campaign, or if the lead value was < or > $x, or if the lead source was XYZ etc.  With this new feature you’ll be able to initiate the task manager whenever a record is assigned.  Here are the details.

The ‘Automation and Workflow Management’ feature has been enhanced to allow workflow processes to be defined for use when assigning records.

When a workflow process that applies to assigning records is defined, the following differences apply:

1. The condition is cannot be specified – ‘Always’ is the condition.

2. The only action available is ‘Add Task’.

Workflow processes are evaluated when records are assigned:

1. From the ‘Accounts’ and ‘Search Results’ pages.

2. From the ‘Sales Update’ page.

3. From the ‘Edit Profile’ page.

Workflow Condition - Assigning Records

Workflow Condition – Assigning Records

Here are 3 examples of how you can use the new feature.

  1. A sales manager is having a hard time keeping track of sales leads.  Many leads have the lead status ‘could not reach’ for an extended period of time.  It appears the rep tried to reach them a couple of times and then forgot about them or moved on to something else.  Whenever a new lead is assigned a task is created so that if lead status = could not reach after X minutes or days the sales manager is notified and the lead is reassigned to inside sales and put on a lead nurturing track.
  2. The sales manager wants leads followed up within 5 minutes.  They first creates a workflow that automatically assigns the leads.  The workflow could be based on zip codes, lead value or any number of criteria.  Once the lead is assigned they creates a task so that if the lead status doesn’t change within 5 minutes the lead is reassigned – could be a specific rep or could be a round robin.  The new rep will be alerted with a text message & email to followup within 5 minutes or it will get reassigned – perhaps on the second reassignment it goes to the manager.
  3. The sales manager wants to know about any big deal.  Many of the reps leave the ‘lead value’ field empty.  The task is for the sales rep to enter a value (other than $0) into the Lead Value field within the first week after the lead is assigned.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

 

New Feature – Task Manager / Installment #5

January 11, 2011

This is the 5th and final installment for the new LeadMaster Task Manager.  The task management feature  adds task management and a business rules feature for managing leads. With task management integrated into the ‘Automation and Workflow Management’ feature, a task can be created and associated with a specific record and can be assigned to the group, account manager, partner or partner rep associated with the record.

The previous posts provided:

  • an overview of tasks
  • setting up notifications for tasks
  • creating a task
  • possible actions when a task isn’t completed by the due time/date.

This post will examine how to track your tasks and if applicable, how to track the tasks you’ve assigned to others.

But first, I thought I’d share a couple of examples.  In this first example we have leads that have been assigned but the sales rep has not made contact with them.  There are two tasks in this particular task.  The first task is to simply send the sales rep and mail reminder that they’ve had this particular lead for 48 hours and they need to get in touch with them.  The second part of the task happens after the sales rep has had the lead for 5 days an there have been no updates.  After 5 days the sales rep is sent another email saying 5 days have passed since you were assigned the lead and since it hasn’t been updated it is being reassigned.

Have Not Reached - Remind then Reassign

Have Not Reached – Remind then Reassign

The next example is similar in that the system is looking for an update from the rep but this time we are a further into the sales cycle.  The lead has been contacted and qualified.  Realizing that some sales cycles take longer than others we are looking for updates in the first 2 weeks.  If there’s no update then an email reminder is sent to the sales rep.  The task continues and if no update is received within 30 days another email message is sent.  The task finally concludes after 60 days without an update by assigning the record to inside sales.

Status Not Updated - Reminder then Reassign

Status Not Updated – Reminder then Reassign

Ok, back to the original idea.  This post will examine how to track your tasks and if applicable, how to track the tasks you’ve assigned to others.

From the homepage, a group, account manager, partner or partner rep user will see a ‘My Tasks’ link on the homepage.  Remember this has to be enabled through admin / customize pages / home / my tasks.

This is the sales rep view for an account manager or partner rep.

Tasks from the home page

Tasks from the home page

This is the manager view for Group / Manager / Partner.

Group-Manager-Partner View of Assigned Tasks

Group-Manager-Partner View of Assigned Tasks

Note that a group / partner have visibility to account manager / partner rep’s tasks

Clicking on any of the links, displays the ‘My Tasks’ page which includes:

a. Due not before

b. Due not after

c. Task name

d. Company – as a hyperlink to the record

e. Contact

f. Condition that must be satisfied for the task to be considered completed.

g. Option – for group and partner – gives the group / partner the ability to delete a task.

My Tasks Report

My Tasks Report

Now LeadMaster can not only automatically respond to leads, but also manage them as they proceed through the sales cycle with your sales team.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

 

New Feature – Task Manager / Installment #4

January 7, 2011

The new LeadMaster Task Manager  adds task management and a business rules feature for managing leads. With task management integrated into the ‘Automation and Workflow Management’ feature, a task can be created and associated with a specific record and can be assigned to the group, account manager, partner or partner rep associated with the record.

The previous posts provided:

  • an overview of tasks
  • setting up notifications for tasks
  • creating a task

This post provides information on the possible actions when a task isn’t completed by the due time/date.

There are 6 actions that can be configured that would be triggered if the task is not completed by its due date.

a. Update the record

b. Re-assign the record

c. Send a text message

d. Send an email message

e. Request an update to the record

f. Repeat the task

Let’s examine each of these.

Update the record:  If the task hasn’t been completed – update the record – for example – change the lead status from ‘new lead’ to ‘lead needs attention now’.

If the task hasn't been completed - update the record

If the task hasn’t been completed – update the record

Re-assign the record:  If the task hasn’t been completed – Re-assign the record – for example – send it to inside sales.

The record can be reassigned to a specific group / account manager or account manager round robin queue and / or a specific partner / partner rep or partner rep round robin queue. Re-assignment of a record does not include email notification of the assignment.

If the task hasn't been completed - Re-assign the record

If the task hasn’t been completed – Re-assign the record

Send a text message:  If the task hasn’t been completed – Send a Text Message – for example, you have 1 hour to contact this customer and update the record.

The text message can be sent to the group, account manager, partner or partner rep to which the record is assigned.

If the task hasn't been completed - Send a Text Message

If the task hasn’t been completed – Send a Text Message

Send an email message:   If the task hasn’t been completed – Send an email message – for example – you were assigned this lead and it hasn’t been followed up.  It has been re-assigned to another sales rep.

The email message can be sent to the group, account manager, partner or partner rep to which the record is assigned.

If the task hasn't been completed - Send an email message

If the task hasn’t been completed – Send an email message

Request an update to the record: If the task hasn’t been completed – -Request an update to the record – for example, this lead hasn’t been updated in 5 days.  Please provide a status update.

This is the same ‘request an update to the record’ that Lead-Xpress uses.

If the task hasn't been completed - -Request an update to the record

If the task hasn’t been completed – -Request an update to the record

Repeat the task:

Note that when actions are triggered if the task is not completed by its due date, they are triggered in the following order:

  • Update the record
  • Re-assign the record
  • Send a text message
  • Send an email message
  • Request an update to the record
  • Repeat the task

Note that when ‘Repeat the task’ is triggered, a new task with the same configuration is created and assigned to the then current group / account manager / partner / partner rep.

That’s it.  Now you are ready to setup task notification, create tasks and establish the actions if the tasks aren’t completed on time.

Next time I’ll explore how to track your tasks and if applicable, how to track the tasks you’ve assigned to others.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

 

New Feature – Task Manager / Installment #3

January 6, 2011

You may recall from the previous post that the new LeadMaster Task Manager  adds task management and a business rules feature for managing leads. With task management integrated into the ‘Automation and Workflow Management’ feature, a task can be created and associated with a specific record and can be assigned to the group, account manager, partner or partner rep associated with the record.

The previous two posts provided an overview of the tasks and setting up notifications for tasks.

This post covers creating a task.

See ‘Administration’ / ‘Automation and Workflow Management’ / ‘Edit Workflow Process’ / ‘Add Task’ to configure the task.

Add a Task from Workflow Management

Add a Task from Workflow Management

When adding a task, provide the following:

a. Task name – name of the task

b. Assigned to – the group, account manager, partner or partner rep to which the record is assigned.

c. Due not before – the time that must pass before the task can be evaluated for completeness – can be from minutes to days.  Can be set to Zero is the task can be completed immediately.

d. Due not after – the time that must pass before the task is considered not competed – can be from minutes to days.  After this amount of time the task is past due.

e. Notification options – send a text message and / or an email message to the task assignee.

Task Name, Who it is Assigned To, When is it Due, How to notify the assignee

Task Name, Who it is Assigned To, When is it Due, How to notify the assignee

Once initially saved, to complete the configuration of the task:

a. Set the condition that is evaluated to determine if the task has been completed.

b. Set the actions(s) that are triggered if the task is not completed by its due date.

Next Step - Define when the Task is considered complete

Next Step – Define when the Task is considered complete

Setting the condition that is evaluated to determine if the task has been completed is similar to setting the condition for the workflow process.  For example, this Task will be complete when the Lead Status was updated.

Set the Condition for Completed Task

Set the Condition for Completed Task

You can string conditions together.  For example, the Lead Status was updated and the Sales Stage was updated.  There are a wide variety of field choices for setting the condition for completing the task, including: Lead progress, Sales Progress, Call Stats, Click Actions, Special Interest Fields, Custom Field, Campaign Field and Forecast Field.

Conditions for Task Completion

Conditions for Task Completion

That’s all there is to creating a task and specifying the requirements for completing the task.  Next we’ll cover what happens when the task isn’t completed by the due date.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

 

New Feature – Task Manager / Installment #2

January 5, 2011

You may recall from the previous post that the new Task Manager  adds task management and a business rules feature for managing leads. With task management integrated into the ‘Automation and Workflow Management’ feature, a task can be created and associated with a specific record and can be assigned to the group, account manager, partner or partner rep associated with the record.

The previous posting provided an overview of the tasks.  This posting provides information on setting up notifications for tasks.

From ‘Administration’ / ‘Email Notification Content’, you can configure notification messages that can be sent to task assignees when the task is created. Notification messages can be in the form of a text message and / or an email message.

Task Assignment Notification Content

Task Assignment Notification Content

As with other notifications you can customize the content and include merge fields from the database.

Text Message or Email Message Task Assignment Notification Content

Text Message or Email Message Task Assignment Notification Content

See ‘Administration’ / ‘Groups’ / ‘Add / Edit Group’ to configure the mobile number and /or the email address if the group is to receive notification for assigned tasks.

Here's the configuration page for the group.

Here’s the configuration page for the group.

Here's the configuration page for the account manager.

Here’s the configuration page for the account manager.

See ‘Administration’ / ‘Partners’ / ‘Add / Edit Partner’ to configure the mobile number and /or the email address if the partner is to receive notification for assigned tasks.

Here's the configuration page for the partner.

Here’s the configuration page for the partner.

See ‘Administration’ / ‘Partner Reps’ / ‘Add / Edit Partner Rep’ to configure the mobile number and /or the email address if the group is to receive notification for assigned tasks.

This is the configuration page for the partner rep.

This is the configuration page for the partner rep.

That’s all there is to setting up notifications for tasks.  In the next post we’ll examine creating tasks.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.