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Abi BeatyAbi Beaty 

How do you best manage cold/warm contacts (already converted) with no open opportunity?

We have new incoming leads and we've got reports and list views to manage those.

We have open opportunities and we've got reports and list views to manage those.

Then we have this pile of contacts who, because we already had the account in Salesforce, were never leads. These need to be tracked and contacted just like leads, but I'm struggling to come up with a good process for that. 

Also, three different things for the sales people to track is excessive. How do you manage these? Or avoid these? 

Thanks in advance!
Best Answer chosen by Abi Beaty
Chris CannavoChris Cannavo
I use them for any initiative that a sales or service team has (emails, top prospects, webinars, tradeshows, etc...). Since you can include Leads/Contacts/Opportunities easily AND you can roll each Campaign up to a Parent Campaign, which helps you measure impact accross areas. For example, I have a Campaign for a recent Tradeshow, a Campaign for a Webinar, and a Campaign for a recent Sales Initiative. All of those Campaigns could be rolled up into a 2017 Roll Up Campaign Parent that gives excellent insight into ROI. 

The beauty of Salesforce is that you can do things in an increbily customized way. While I haven't used Campaigns by Rep, you certainly could! If you are on Salesforce Classic, you can build reports for the Leads/Contacts and then Add them to the Campaign there. You could also go the route of Exporting their data, including the Contact/Lead ID and use that to import back into the Campaign. I opt for the Former, when possible.

All Answers

Chris CannavoChris Cannavo
Hi Abi, 

Have you looked into using Campaigns? With campaigns, you can add Leads and Contacts, plus you can tie Opportunities directly to them through Primary Campaign source.

It can be difficult to manage the different types, but, using campaigns should help you build reports to enable them to better manage their workload/process.
Chris CannavoChris Cannavo
Here (https://resources.docs.salesforce.com/208/latest/en-us/sfdc/pdf/salesforce_campaign_implementation_guide.pdf) is a great resource on implementing Campaigns, should you want to know more.
Abi BeatyAbi Beaty
I tend to think about campaigns in the marketing sense...you're saying I make a campaign for each account manager and put all their stuff into it like a folder? Then I can report on the campaign? That's very smart. Do you currently use this? The only part that seems tricky is making sure everyone gets added to the campaign (or removed) on an ongoing basis. I can dump everyone in, but then after that, maintaining it seems tricky. Thanks!!
Chris CannavoChris Cannavo
I use them for any initiative that a sales or service team has (emails, top prospects, webinars, tradeshows, etc...). Since you can include Leads/Contacts/Opportunities easily AND you can roll each Campaign up to a Parent Campaign, which helps you measure impact accross areas. For example, I have a Campaign for a recent Tradeshow, a Campaign for a Webinar, and a Campaign for a recent Sales Initiative. All of those Campaigns could be rolled up into a 2017 Roll Up Campaign Parent that gives excellent insight into ROI. 

The beauty of Salesforce is that you can do things in an increbily customized way. While I haven't used Campaigns by Rep, you certainly could! If you are on Salesforce Classic, you can build reports for the Leads/Contacts and then Add them to the Campaign there. You could also go the route of Exporting their data, including the Contact/Lead ID and use that to import back into the Campaign. I opt for the Former, when possible.
This was selected as the best answer
Keith ThomasKeith Thomas
Thanks to Abi for starting this question and thanks to Chris for sharing your insights. My company is in a similar situation to yours, and as I'd mentioned on another thread, I'd thought of using campagins as a way to track true sales "leads" and filter them out from the SFDC object "Leads" (which in our are records that need to be converted into contacts).

My only hesitation using a campagin focused process to track leads, whereby "leads" are defined using the campagin member status is the potential to create an excessive number of campaigns and the need to enforce discipline to get it done properly.

I'm curious if you've had to deal with either of these issues and if so how you've resolved them.  
Chris CannavoChris Cannavo
Great question, Keith. It can become quite the task to manage. In my previous role, I was the only person doing so until a few months before I left, and it was difficult at times. If I had a do-over, I would have shared the responsibility more with the users early on. In the end, if the goal is to get actionable data/metrics from an initiative/campaign, then the expectation of compliance needs to come from above and a specific and enforceable process should be built and shared. 

As an Admin, it is tough to hold users accountable, unless you have been empowered to do so. My approach has been to create relevant reports and dashboards for the leadership team, and where appropriate, scheduling report sends in regular intervals.

Taking the information and turning it into a trackable measure allows the leader(s) to probe and discipline as necessary when the data doesn't back up the sales/service person's results.

Hopefully, my answer helps. It is anecdotal, of course, as adoption is always a critical factor in getting the most out of a CRM. Without accountability, you may end up putting more work on yourself than it is worth. 
SATHISH REDDYSATHISH REDDY
Thanks everyone for sharing your idea/experience. 

@Abi Beaty - Our company is in the same exact situation as yours B2B where earlier we havent used the actual Lead process but now to make a precise use of SF features, we are trying to put Lead Management in place and purchased pardot which is yet to be implemented and also need to chalk down a proces for Marketing and Sales Collaboration. 

The traditional process followed by Sales in our org was to create a person as a Contact and Account on their 1st interacton(call,tradeshows etc) irrespective of their potential to be our business. Now as an admin I see the longterm advantage of using leads but inorder to enforce the SF best practices to use lead object for prospects, I find it difficult to proposing to sales that this is what the process should be, before converting it to an Account/Cont/opp, they see this as too many steps to undergo and they see a lot of time involved in managing leads. 

Please suggest me of any process that is working for your org.