Embedded Files
Salesforce Customer Relationship Management (CRM) is the software we use to research customer activity, input and track customer data that is also integrated with our platform and accounting program.
Lead Status Breakdown
Lead status determines email marketing - it must be aligned with where the executive is in the sales cycle for it to be effective. It's very important that lead statuses are set accurately to ensure prospects receive on-point marketing.
A First Call Missed lead status will get very different email than a Follow Up Scheduled lead status. It leads to confusion and embarrassment when a Prospect is put in an incorrect lead status and receives an off-point email.
Open: Lead is receiving marketing, twice a week, with messaging to schedule a “First Call” but has NOT been pitched by a Sales Analyst.
First Call Scheduled: A lead schedules a first call with you.
1st Call Cancelled: You receive a ScheduleOnce email with subject "Cancelled" prior to the scheduled call date/time.
First Call Missed: A lead does not answer the scheduled “First call”. (You are free to shift the calendar invite, but both parties have not agreed to the new time...yet)
First Call Rescheduled: A lead has agreed to reschedule the call.
Four examples:
A lead contacts you via email asking to reschedule the call
They ask to reschedule while on the phone with you.
A “First Call Missed” lead eventually accepts your shifted calendar invite
A "First Call Missed" lead responds to text.
Follow Up Scheduled: A lead schedules a “Follow Up” call with you.
Follow Up Missed: A lead does not answer the scheduled “Follow Up” call. (You are free to shift the calendar invite, but both parties have not agreed to the new time...yet)
Follow Up Rescheduled: A lead has agreed to reschedule the “Follow Up” call.
Four examples:
A lead contacts you via email asking to reschedule the call.
They ask to reschedule while on the phone with you.
A “Follow Up Missed” lead eventually accepts your shifted calendar invite.
A "Follow Up Missed" lead responds to text.
Follow Up Call Cancelled: This is to be used anytime an executive elects to cancel the call in advance of the conversation. (Based on reason of cancellation, you can switch to a new lead status - but only after lead has been marked and saved as a Follow Up Cancelled)
Four Examples:
Executive reaches out via email and wants to reschedule to a new time
You receive a ScheduleOnce Cancellation
Executive emails saying they are no longer interested
Executive picks up the phone and says “I can’t take this call right now”
Weekly Drip: Mark this status after 3 attempts to follow up with a lead. Only executives you have pitched are marked with this status.
Not Interested: This is to be marked when an executive emails you and tells you they are not interested and wish to no longer be contacted. Be sure to also select the Salesforce field "email opt out" - this is to ensure no marketing reaches them after this point
The general rule of thumb is to ONLY use Not Interested the ells you they are not interested and wish to no longer be contacted.
IF you are certain the lead should be in Not Interested After Call status, please be sure to use the salesforce field "Email Opt Out" and check the box
If you choose to mark a lead Not Interested After Call another Analyst will be given the opportunity to close it at a later date, often with your effort having tee'd it up for them.
*WORD TO THE WISE - Refrain from using Not Interested status (so you can be the one to close the sale at a later date). Instead, mark it as a Revisit for a 1st Call or Revisit at a Later Date instead.
Invalid Email Address: You receive a bounce-back email indicating the email is invalid
Duplicate Lead: You find the same lead with a different lead page.
Button Breakdown
AdvisoryCloud has added custom buttons at the top of Salesforce lead records to perform specific tasks, like a Missed Call button to generate an email to reschedule. A Console - Checkout button to open the checkout page to submit payment. and scheduling an onboarding call. Below is a complete list of buttons for your convenience:
Drop In: This button is used when you are making Outbound calls to “Open” leads.
After a brief voicemail, you will click this button to:
Automatically Update Activity History
Automatically send a template email on your behalf
Missed Call: This button is used if a scheduled call or a shifted invite does not answer for a first call or follow up call.
After a brief voicemail and shifting the calendar invite forward to a new time, you will click this button to:
Change the lead to the proper Missed Call status
Update Activity History in the Lead page
Send a template email to the lead on your behalf
Console - Checkout: This button will pull all necessary information from your SF lead page into a customized checkout page. Before using this button, these fields need to be updated first:
Name
Primary phone number
Primary email address
If Annual is sold, mark Closed in drop down
Onboarding Call: When a POE/Premier Onboarding Experience is purchased, this button will pull all necessary information from your SF lead page into a customized Kick-Off Call scheduling page to confirm the POE date and time. The same fields necessary for the Checkout page will be pulled as well:
Name
Primary phone number
Primary email address
Registered: You will click this button after you have completed the Checkout Page
Lead Status will automatically change to ‘Client’
“Registration Date” will automatically populate
“Member Type” will automatically update
“Close Stage” will automatically populate
You must ensure all steps in the After the Sale Protocol are complete before leaving the Salesforce lead page, even if you have already clicked the Registered Button.
Please note, before clicking the Registered! Button, make sure to have these fields completed/updated:
Name
Company
Title
Linkedin
Phone Number
Email
Annual Member: Drop down, select either Pitched or Closed
Interests
Lead Jurisdiction Rules of Engagement
Lead Jurisdiction Rules of Engagement
The role of AdvisoryCloud Account Executive is to facilitate the registration of new executive members to the AdvisoryCloud platform, while keeping Salesforce updated by continually noting all new lead details and sales efforts.
Teamwork Makes The Dream Work
Teamwork Makes The Dream Work
Let Salesforce do the talking: The accurate lead status in Salesforce not only shows your ownership of a lead and where you are in the sales cycle, even more importantly it allows our brilliant marketing team to personalize every email message and push the sales process along on your behalf.
Use it or Lose it: Analysts need to show "significant work" on a lead in order to avoid it becoming "open game" for another Account Executive, such as in the case of a Missed First Call. The Activity History at the bottom of the Salesforce lead page will track every attempt to call and email. However, the very best way to demonstrate you're working a lead is to keep detailed sales cycle notes in the Share section at the top left of every lead page. Leads will be considered “Active” if you have had a sales call with this lead within the last 180 days.
The Duplicate Check button is your best friend: Greatly reduces instances of frustration and embarrassment created when sales efforts are duplicated by 2 different Account Executives working the same Lead. Accidents will happen, oversights will be made and cordial exchanges between colleagues are expected in those rare instances.
Lead Ownership Process
Lead Ownership Process
When presented with a lead from any source, prior to making contact with the prospective customer, immediately take the following steps in Salesforce to assume ownership of the lead OR determine that another Account Executive is already working the Lead:
-Checking for Duplicates:
Enter the Lead’s full name in Salesforce search bar - check for accurate name matches. Once you establish the correct Salesforce record, click on the Duplicate Check button.
If an obvious Duplicate Lead is discovered:
If it's an "Open" Chris Beaver lead, you can update the lead status “Duplicate Lead”.
If it's an “Open” lead with another Account Executive assigned as the Lead Owner:
Check for notes in the shared section of the lead page in Salesforce that indicates another Account Executive has had *significant* contact with that lead.
Check Activity History in Salesforce lead page for Outbound calls by Lead Owner
If 2+ Outbounds have taken place, forward the lead’s ScheduleOnce invite to original owner.
If no significant contact is apparent, change lead owner to you. Always write a note in Share section: “No prior notes - switched Lead owner.”
-If the Lead that scheduled on your calendar is owned by someone else:
If Lead Status indicates a “First Call” already took place automatically forward Lead’s ScheduleOnce invite to original owner
If Lead Status is Open:
Check Activity History in Salesforce lead page for Outbound calls by Lead Owner
If Activity History shows Account Executive has made significant effort to prompt the lead to schedule a first call, forward the lead’s ScheduleOnce invite to original owner.
If no significant contact is apparent, change lead owner to you. Always write a note in Share section: “No prior notes - switched Lead owner.”
-If the Lead has been marked Not Interested After Call by another Account Executive who is still showing as the lead owner
Leads marked Not Interested or Not Interested After Call are OPEN GAME. Any Account Executive given the opportunity to close it at a later date may do so.
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