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all right welcome back to another episode of demand gen TV where we teach you the methods and technologies for driving growth I'm your host Dave Lewis and today on the program we are gonna talk about lead management but we're gonna talk about lead management in terms of a day in the life of a salesperson inside of Salesforce you ready let's do it [Music] today I am once again joined by my co-host Sabrina Killian who is also the marketing operations manager at demand gen and on these this is how we do it episodes we are going to talk a little bit about what she has set up for the salesperson inside of Salesforce and I'm gonna show you a day in the life of how I actually disposition leads using scoring and lead management you ready to do this Sabrina I'm ready are you absolutely let me pull up my screen Sabrina and if you would want you take us through what you setup and kind of some best practices yeah absolutely all right there you go let's start then okay so what we've set up for our team and as the suggestion that we do for a lot of our clients is with their lead management inside of Salesforce we like for them to create what we call lead management views for their leads in the system and that's what you're looking at here is one of these lead management views that we have and we have one for each stage in our leads management cycle okay for both marketing and sales and it's really important to take to divide those eat each up and have that higher level view for everyone in your organization but as the best practice - I think you definitely want to have your own list view setup for each one of your sales reps as we're looking at and talking about you know different lead management views you know it's really important for you to be in that list view showing like the critical information to your sales team who's going to be following up or to your marketing team who's going to be managing these leads in certain stages as you can see here with our lead management mql view we're looking at two current mq ELLs that have come in and you know in the last day that are waiting to be accepted by our sales team which David will show you a day in a life of here shortly and right now in this list view you are looking at ours and how we set up a lot of our clients list views and in this mql one we're not only just showing you know that they have a lead status of mql but we're showing their overall market a lead scoring rating we're showing a visual of the our lead scoring qualification piece here with the thumbs up that David showing and also an image view of the interest level that's part of our lead scoring in a previous lead scoring I'm series so if you haven't watched those episodes definitely make sure to go back to those and you'll understand these little icons that we have around the scoring a little bit more additionally we have what company they're at their first and last name email information job role and information that is also critical to our sales team and following up and that for us is you know what is the most recent offer that this person has you know contacted us about we're taking an action on you can also see what we have as far as their qualification information around their MA system and their CRM and then we also include where this lead originated from into our database so what was the marketing source that this lead came from and then we also have the little owner alias there so almost every single one of our list views and our lead management list views look exactly like this okay for consistency as the best practice and now I think you know what we can kind of show them a day in the life David if you're ready for that I am definitely ready and just to comment on a few things that you shared I mean yeah a couple things to point out too is we use Marketo internally but if you had part odd or Alec or another marketing automation system right you you might have different naming of these columns there but the principles are the same and the reason that you know if I'm playing the role this is assigned to Rob Bonham who is our VP of Sales but if I'm playing the role of Rob today the reason that Sabrina has built these views is because this is very helpful information for sales so I not only see their lead scoring information but why are some of these fields right here because this is relevant to how we operate as a business it is almost some profiling information in terms of what system they use at their company notice this person has no marketing automation system if you can believe that and they both use Salesforce which is very common in terms of people reaching out so just at a bird's eye view I get to see some information now we have for this video today which we're showing you guys I've already opened up both lead records right here in the tabs and we're gonna start with Melissa because quite candidly again plan but these are real records melissa is a real person out there at licinus and these leads have come in within either like last day or several hours and sabrina has set up a service level agreement you know a policy between sales and marketing on how fast we have to follow up on these right and that's within a day if not within an hour but it we're at least committed to a day normally we'll get on top of these that's why we don't have a lot of marketing qualified leads because they're either inquiries or they've already moved to sales accepted or sales qualified so let's do that because that's what we're focusing on today is lead management so let's go take a look at Melissa I've just typed in the word hidden here by the way so you don't reach out to her and say hey did you know you're in demand Jen's video but she's a real person she's chief marketing officer at litmus looks like she's or they are out of Raleigh North Carolina now some of this is a little bit of a repeat from the lead scoring that you saw but look at all this rich information in a lead scoring section so as a rep I'm going alright so she's very well qualified because she's got some really good answers over here in terms of what systems oh yeah profiles 80% complete because we don't have the company revenue range but you know that will get filled in through our enrichment programs but this just came in so it hasn't been in rich yet no problem but that can only get better and she's already fully qualified and her interest level is pretty high so I as a rep might look down here before I choose to sales accept it or sales qualify it look at some additional information as a Sabrina said campaign information we've even got an engaging plugged into our instance so I wouldn't see how much engagement she's been I'm there you could see that she originally came in through a webinar for us and her most recent looks like she's been on the website she submitted one form so far and has looked at sick around 16 pages for us she's back she's back she was here on the 17th and took the weekend off and and came back and re-engaged with us so what I would absolutely do now is say marketing I've got it it's time for me to accept this lead and I just double click on the lead status right here let me do that again right here lead status I just double-click and I choose my status and this lines to the funnel progression so she may have been an inquiry in the beginning or she came straight in and got marketing qualified very quickly and what I would do is choose sales accepted and that terminology sales accepted here at the mansion means marketing has qualified it and now I'm accepting it I'm accepting some type of ownership and my hesitation there is it's one team so marketing still gonna be nurturing her so when I say I've taken ownership of it I'm leading the engagement at this point in terms of trying to establish a meeting or a demonstration if you're in the software business maybe you're trying to do a demo let's say she filled out a contact us form though let's give a different use case that she came to the web and after all that engagement she filled out a contact us form and let's say I called her right away so I'm inside of Salesforce but right now maybe I've got her on the phone and I'm saying Melissa yada yada yada and she's like I really could use your guy's services and I think you know what it's time to put her into the opportunity stage I would change the status to sales qualified because I'm now saying she's not only not only accepting responsibility for the engagement but she's qualified there's an opportunity here might be stage one opportunity maybe she's not ready of course for like I proposed but the difference between sales accepted and sales qualified is that this contact record is going to get associated with an opportunity all right so that's right if I can jump in there David you're really indicating as the salesperson to anyone else in sales or marketing or any of the other users for instance that you know might be keeping an eye on Melissa is that when you're putting her into an SQL that you're getting ready to convert her lead over to a contact and associate her to an opportunity so and ideally that's what we want every time so every time every time all right so let's take a look at lead number two terry charles and all right so terry charles here again just hiding his contact information and terry by the way if you're watching this video we're coming after you pretty sales he's marketing qualified not as good qualification level so why is that again before i sales accepted i'm gonna take a look at this information well first thing I can see is yeah marketing he responded to your Google ad which is about our campaign execution services so he responded to that campaign on Google and came here but when he completed the form he said I don't have a marketing automation system he would say well demand gen you guys help people with the use and adoption of marking technology wouldn't that be a really good thing well when we did our lead scoring model together between sales and marketing in terms of prioritization someone who already has a marketing automation system reaching out to us is actually gonna accelerate through the pipeline typically much faster than someone who doesn't because if you think about it even though we could help them learn the different systems make a recommendation and help them get a system and then implement that system and beyond that is a slower longer sales cycle for a company like us we might even have to refer it to a partner so there's nothing wrong with Terry in terms of that he doesn't have a system and we do want to follow up is because because he's responding right to a campaign promotion he wants help with campaign services he's probably either saying I'm about to get a marketing automation system or maybe I just need help with campaign services and maybe to help him find one so that's why our lead scoring is a little bit different between them but in this case what I would do is I would choose sales accept it I'm not ready to qualify them because I don't have Terry Charles on the phone yet so I would choose sales accept it and hit OK and then when I save the record which I just won't for right now because I'm gonna overwrite his email and phone and you probably don't want me to do that do you Sabrina will keep that information so that's how lead management works is that those upper stages of the demand funnel the inquiries are owned by marketing led by marketing I don't mean just ownership because maybe a lot of you have business development teams and you're gonna have those folks go after inquiries but certainly a marketing qualified leads someone who scored as an A B or C is it's time for sales to engage so that's how lead management works I just want to point out Sabrina and I'm gonna put you back on on the screen here is that like these views that you have set up right here are really really helpful because you know for our reps they just log into Salesforce and right there it's it's like that's their inbox that is that that's the items that they need to follow up on and because you have the scoring information and these columns it's just so easy to dive in and prioritize and I know this is not common and unless you know people are doing the kind of things that we're teaching here on on YouTube right and you know it's for all those Salesforce users out there too I'm sure anyone in marketing operations and sales operations know that if you have Salesforce probably a lot of your reps whether it's inside sales or outside are probably using list views to do a lot of their work and so you want to make sure that these list views that you're creating for your sales team are truly helpful in making them much more efficient in the system so all right well hey that is gonna do it for this episode Sabrina thanks always for all the hard work that you do setting up lead management and scoring and the nurturing I want to dive into nurturing in some upcoming episodes as well as get into campaign attribution but just to wrap up you know we built some lead scoring videos for you and now these demand funnel / lead management videos for you and be sure to check those out and while I have you as we wrap up I just want to say thank you so much for tuning into the channel if you haven't already be sure to click on the subscribe button and that way you're gonna get notified of new episodes especially if you click on the notifications bell and then you can be part of this demand genius community we'd love to hear from you in the comments too if there's any specific content that you want us to cover but that's going to do it for this episode we'll catch you in the next one take care [Music]