Lead to opportunity for personnel

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come to another dynamic CRM training session I'm your host Angelina Jacobs I'm a senior consultant here at CRM dynamics and we're located in the Greater Toronto Area so specifically the lovely city of Mississauga so feel free to take down my contact information if you have any additional questions or comments after the webinar I'll be glad to help and I can either point you in the right direction or just give some quick guidance if need be I also have a few other consultants on the line with me Rick as well as Shona was another serum consultant so she'll be helping answer any questions that you guys type into the question box throughout the webinar we will also have a Q&A session though at the end of this as well so today's webinar will focus on leads and opportunities this really will just be a simple overview of these entities in Dynamics CRM now if there's any terminology or areas of the CRM that I mentioned that you're not quite familiar with I do suggest taking a look at our YouTube channel in the back-to-basics video and it covers a lot of the fundamentals of CRM so it's a great intro for those who aren't quite familiar with the terminology and the references that I'll be I'm talking about today I'll paste the link in the chat box for everyone so if you want to copy that but you can also view it not only through searching CRM dynamics on YouTube but also on our website and it's in the Learning Academy section and our website is just CRM dynamics comm and again that's in the Learning Academy section that's where you'll find a lot of the past webinars that we've done so you can always revert back if you ever need a refresher and want to watch them again so without further ado I will be jumping in to our CRM here I know I'm just on one of our sales dashboards so to begin we're going to be going into the lead section of sales in our CRM so at the top I'm going in the sales and I'm going into leads now some of the areas in the CRM or some of the menus as you saw in this example here they might differ from what's set up in your CRM and that's just because we have custom entities you might your company might have some other ones so just focus on the errors that I'm going into and don't worry about anything that might look different from what you see in your system also different security roles will allow different access to areas in the CRM so again it might not be exactly the same as your system but we're really just going through the concepts today and how you create leads how you convert them as well as with opportunities how you close them on reopen so to start there are a couple ways that your leads might come in one you can always create them manually within the system here so going new which we will do together also some people might import a excel sheet so for example let's say when people go to trade shows afterwards they're handed or sent a excel sheet of everyone who attended the trade show and then they can upload that excel sheet into the system into the leads entity also companies might have some integration with some of their online resources so for example if you have live chat on your website another tool that we use as well as suggest others uses click dimensions and these are leads that could come in from other websites online resources and get sent right into your CRM and create leads that way so there's a few ways to have leads created for this example we're actually going to create one brand new in the system ourselves so as with creating any record I'm just going at the top left here to create new the forms you see they most like it will differ from what set up in your system same with this process bar up here and this is what we referred to as a business process flow and it's the stages that guide users through their process of lead to opportunity and so forth now when you're creating a lead you do need a topic and this is really just your quick reference point for what this lead is about so in this example let's say that I work for a print company and I've gone to a trade show so I met a few people maybe I got their business card or you know I just jotted on some of their information or I got a list and there was just a couple that I wanted to add into my lead and to do here so I'm at a print show and I've talked to someone and they have an interest in my product so I could just say in this topic interested in product and then maybe they just ask for more information that's just a quick district description of your lead here the name is the actual name of the person that you've spoken to or who this lead is about so let's say I spoke to Lisa first name and Daniel's in their last name done you can put in additional details like if you know her job title her business phone number mobile phone email maybe I have so LD you knows and she works for Co for world so that's for email and then that you'll see here I also the option to put in comfort company information so again I know she works for a colorful world she's in the print business if you have their website or even their Frizzle cup this physical address you can put that here as well and the reason you want to put as much information here as you initially gathered is your lead is kind of your starting point for your data you'll notice here that in this name field it's just black text so if you're familiar with CRM sometimes you'll be able to link to existing contact records and then they show up as blue links your lead is great because it's your gateway to keeping your data clean so what this means is until I qualify this lead I haven't yet created a contact record so Lisa Daniels or an account or company record for a colorful world yet more so because let's say she has no interest I just got her name from a trade show list she doesn't want to know anything about our service or product I would just disqualify and then I'm not putting garbage data into my database with CRM so this is your starting point in terms of keeping your data clean and then that way you don't just have a mass list of contacts and really they don't mean anything to you because they just happen to be at a show but not for your specific product or service so just remember your leads they remain separate from your system in a sense and it's not till you qualify them but it starts creating additional records like the contact as well as the company or account okay so I've gathered some information from her I've got her email you'll notice here in our process bar I have a couple options I can fill in but there's one in particular that has a red asterisks beside it this is mandatory to fill in in order to move to the next stage and it's pretty simple whether I've contacted them or not so I can't move the qualify this lien until I have obviously contacted this person so I can say yeah I contacted them and then I'm going to save this so I've created the lead record I've added the information that I initially received and I've contacted her so I know okay she does have some interest in here you have the option below here again this is only if it's set up in your system natively these usually are here your um so it depends on what your company likes to track even put additional details so you can put a description some more company information like the industry maybe their annual revenue number of employees and then marketing information so this is where the tracking your sources comes into play so in this example I know that I receive this lead from a tradeshow now if my marketing department or whatever Department is in charge of creating these campaigns to track that if they haven't already created the campaign record for you you can create one but let's say I know this is from the print show and you'll see here there is a campaign so this was the printer I went to last month September 2016 so I can now link this lead to this source campaign and then that way I can track how many leads have come in from this print show in September 2016 so the more information you can gather and put into this lead record the better it is not only for yourself to track but also for other areas of the business so marketing contract management has a good idea of how well campaigns are doing and so forth so let's say I have talked to Lisa she has an interest she wants to know more maybe get some pricing so at this point I can say for sure there's some potential for sale so I would qualify this lead so in leads in the top ribbon you have qualified and disqualify as options qualify it moves it into a qualified State and then pulls it into the opportunity for you to further work on disqualify obviously gives it a disqualified state and then it's an inactive one so in this case I know she's interested I'm going to qualify this lead now you'll notice that my process bar has changed stages automatically so I've gone from the qualify stage to develop you can also notice I now moved into another area of my CRM so at the top where I was in sales and leads you'll notice I'm now in opportunities so when you qualify a lien it creates an opportunity for you another thing to notice is it's now created that account for me so because I typed in some company information when I qualified the lead it created that account for me now and it links the lead and opportunities to this company account same goes for the contact lisa daniels is now a contact record in my crm and she'll be linked to the initial lead and this opportunity the form has changed as well so you'll see here this white space this forum is now my opportunity form so if I click on the qualify again to go back to my lead notice at the top I'm in leads and I've got the lead form but then in my opportunity I've got a separate form so you can continue to capture additional data you can format this form differently depending on the additional steps you have now that this is a potential sale here's where you'll most likely want to put in revenue data and this is great for sales forecasting so once you know you go a little further in discussion with Lisa and the colourful world looking at you know what services or products they're looking into you can start putting some estimated revenue and this is great not only for yourself to track incoming sales but also for management to see what's in the pipeline so let's just say you know maybe it's not a big deal but about $2000 estimated revenue I've got a probability here I've talked to her I can put 75 now you can always update these and you'll notice in our system here we have a weight of revenue and all that is doing is it's calculating based on the estimated revenue and the probability of winning as you work this opportunity you can continue to update this probability ingly again as I mentioned these forms might be different you might have additional fields on your opportunity and all depends on your business the industry and what you need to capture in this stage there are additional fields in our process bar you can fill in so let's say they want people to capture the customer need and you can just say you know their need is they don't have this so let's just say that's a simple need they don't have the product but they could they need it you'll notice here sorry just clicked on identify stakeholders this can just be a reminder to your sales reps to say hey you need to identify the other stakeholders in this opportunity and you'll notice when I did click it it marked completed and if I'm here you can continue to move through the stages and this process bar up here is great for guiding your sales reps through what you want them to do when they're working with potential sales so you can have different stage names obviously so it doesn't have to be develop opposed clothes but these are the need of out-of-the-box ones and then when they want to move on they could just go next stage and you'll notice the flag has changed and it's now in the proposed stage and you'll see the fields in our bar have changed so again it's a great way to guide your sales reps but also make sure that they're capturing the right data that you want them to I continuing I know this is a hundred percent probability of when I'm just waiting on you know a sign proposal from the customer to go ahead or I'm waiting you know for them to pay the invoice and then we're good to go so from here whether you won or lost your opportunity you have the option to close it out similar to your lead entity you'll notice in the top ribbon we have closes one and closes lost so in this case I haven't probably 100 she's come back said here we go we're good to go I've paid you now close this as one what happens is a close opportunity box pops up you'll see here the status reason in this case is one you can put in the actual revenue if it's changed from the original estimate so let's say she actually went with a bit more and we put 3,000 in you can change the close date and this is beneficial for sales reps that maybe don't get to it the day of and they realize oh this was actually from yesterday so they can put in accurate data you also have the option to put in any additional notes in here and then they just click OK and you'll notice now that the opportunity now has a 1 bar at the bottom here when you've closed your opportunities 1 you'll notice it becomes read-only as well so I can't change anything on here anymore if I click on stuff it's not going to give me the option to let's say you closed a by accident or you had to add some additional information to this exact opportunity you can reopen the opportunity again this top ribbon here reopen opportunity and then it allows you to fill in additional data ok so close this one as one again just go through the same steps now when you close an opportunities one that box that popped up it actually captures what is called a close opportunity activity record and that's just another form for the system to be able to capture the activity that the user is doing so not only can I see that I have an opportunity with a status of one there's also an activity associated to my user saying this opportunity was closed with this actual revenue on this state so it's just an additional step the system does especially for reporting and better visibility on users activities that's a very simple overview of the lead to opportunity and that was starting with creating one manually now let's say you have an existing customer and they're looking for additional products or they're looking for an upgrade and service or so forth you don't have to go through that whole lead to opportunity stage again what you can do is start from the actual count and create an opportunity so for example I'm going to go into my sales I'm going to go into my companies this might be label account clients depending on how you have your set up they can have different labels and I know I already have a customer that I met with here copy copy printing so they're an existing customer and now My Account screen and again this might differ from your own setup but like I said they have an interest let's say in upgrading their service you'll see here I have an opportunities grid on my form so instead of starting in the lead entity with a current customer you should just be creating an opportunity associated with them and I can do that from here by clicking the plus button and you'll see in this case I have a quick create form drop down this is something you can enable in the system and they're just simple forms that in the case of what I did where I click the plus button it'll drop down just a few fields that you want to make sure filled out and then you can go back to them later so in this case they're looking for upgrade and service I know I have a contact here maybe I don't know their budget amount or revenue yet I'm just going to go save I now have this opportunity linked to this account already so if I ever want to go into it and create our sorry add additional information I can just click this and it brings me into that opportunity form again you'll notice it already filled in some of the information obviously the topic the account since I was already in that account when I created it and then the contact that I added in but you'll see here I'm now in a qualify stage for the opportunity reason being I didn't have to start in the lead because I already knew they were an existing customer and already had an interest so I already have a potential for sale here so from here again you would work through the same process let's set in your company fill in the necessary fields so let's say I do talk to Vicky Jacobson I know what she's for sure interests that she just has to get some confirmation from her manager so let's say I put this 90% and then I know we talked about an upgrade in service which will equal a revenue of five thousand again way to drive and adjust a calculated field based on the probability and this is just great for your tracking and sales forecasting and I'm just going to save it and I've now saved it so this is great for sales reps when they need to work through multiple opportunities because if I go into my actual opportunities entity here you'll notice my view which is your list here my open opportunities I've quite a few hernia work on some you'll see here don't have an estimated revenue and I need to fill that in some have a different rating there's some warm hot and then obviously here this topic is just what they are dealing with this is the data though that helps with your sales forecasting so when I first launched my CRM I was in the dashboard and this was an out-of-the-box dashboard so it comes native to the system but again your admins can configure personal ones for you on insist on my ones but you'll see here in the sales activity dashboard I have already a sales pipeline chart for all the open opportunities so that's why it's very important for your sales reps to put in correct data as much as they can gather for their needs as well as their opportunities so I can see here I had an overview of ok you know we've got this amount in all the different stages of my opportunities and from here they can actually expand the charts by clicking the grid up here what this does is it allows you whoops sorry it allows you to go a bit further into the data that makes up that chart so if you see here if I these are all the open opportunities right now that are making up this chart I'm going to change this view back to just my open opportunities and you'll see here I've got a bit different chart and then if I wanted to drill down ok let's see how many opportunities only in that qualify stage ok I need to work on these you know in terms of get into the next stage or look and say ok why haven't we done anything removed on with these opportunities same with the proposed stage ok I've got one here we're very close what's holding this up and close in for me to close it out I can then always open these up right from there and work on them again so there's multiple areas for your sales reps to not only have a great visual of what they're working on but to drill down as well as open them in this case to continue working on them I'm just going to take one quick second just to make sure all the questions that are coming in have been answered as they pertain to the closing as one as well as closing is lost okay so it does look like you guys are getting your answer so that's good but continue asking questions and then like I said if you need to you can always send us an email and we can provide further assistance so I'm going to close out of this opportunity now pull back to my dashboard I'm going to scroll down here to this leads chart and you'll see here there's different options this is some of our demo data just to make this up where there's different leads by source as well so you can see you know we have some that are advertisements trade shows web and then there's some blank ones because maybe they didn't fill it in or they didn't know where it came from exactly and that all has to do with tracking your weed against the source campaign as well as if you have additional field that some people have asked you can have multiple fields in there to track against different types of sources events trade shows so forth and again I can always drill down into my data by expanding this chart changing the view I have access to again different security rules will have different access but I'm going to look at my open leads and I can see some of them here now any open lead again this is this means I have not qualified or disqualified it so if you have leads that are sitting in this list for a while you really want to make sure that your sales reps are acting on them so whether it's okay have you just not been able to reach this person or maybe they just don't have an interest and you just kind of have to move on disqualify and get to the neck weed I'm going to take a minute if you guys have any questions please type them into the questions box I know this was a very quick overview mainly because you can get into a lot more customization configuration on these and opportunities all based on how your company works your sales process as well as the industry you're in I did not touch on these sales or the business process flow that's a whole separate area of the CRM but if you want please check out our learning academy or youtube channel and we actually discussed how discuss how you can configure these business process flows here ok I'm just going to mute myself for a minute and if you have any new questions please type them in and we'll answer them as best as we can you you