Lead Management in Sugar 7

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1 Attract. Convert. Retain. Lead Management in Sugar 7 Written by: Josh Sweeney and Briana Gross Atcore Systems, LLC 2014 All rights reserved. No part of this publication may be reproduced or redistributed in any form without the prior written permission of the publishers. 1 AtcoreSystems.com

2 PREFACE... 3 Defining Leads... 3 LEAD STATUS... 4 Status Definitions... 4 Lead Status Customization... 4 Skipping the Leads Stage... 5 VIEWING LEADS... 6 Leads Dashlet... 6 List View... 8 Search Wildcards... 9 Search Persistence... 9 Reports... 9 Report Dashlets...11 GETTING LEADS INTO SUGARCRM...13 From your Internal Sugar System...13 From your Phone s Browser...14 From your iphone, ipod Touch or ipad (the SugarCRM App)...17 Importing from a List (CSV)...19 CSVs from Business Cards Use Excel to Create a CSV file Import the CSV into SugarCRM From your Web Site...24 LEADS AND CAMPAIGNS...28 Target Lists...29 LEAD CONVERSION...31 Field Replication...32 STUDIO CONFIGURATION...33 Editing Labels...34 Creating New Fields...35 Configuring the Conversion Process...36 LEAD ROUTING THROUGH WORKFLOWS...37 Condition...38 Alerts...40 Actions...42 Detail View...44 OPPORTUNITIES...45 Creating a New Lead...46 Link Existing Lead...47 Removing a Lead...48 SUGARCRM AND THIRD PARTY ADD-ONS...50 From Outlook...50 Gmail Lead Creation...51 Marketing Automation and Lead Generation...53 CONCLUSION AtcoreSystems.com

3 Preface The goal of this document is to help you better understand the various ways to work with leads within SugarCRM. The leads section of any CRM system can be confusing. Users that are new to CRM generally find a lack of definition around what qualifies as a lead. Why can t we just use Contacts? The differences may be subtle, but the impact on the organization of your marketing campaigns and sales teams is significant. The definition of a lead is often dictated by the business, but there are some generalities that can help get us started. Many of the examples and all of the screenshots provided were create using SugarCRM 6 Pro but most of the content is applicable to other versions of SugarCRM. Defining Leads In SugarCRM and most CRM systems a Lead is generically defined as unqualified data. Unqualified data could be, for example, a business card that one received from a networking event or conference. In general there is no deal in the works and the sales or lead qualification team has not identified a revenue amount to associate with the record. The goal of your business is to convert these leads into revenue. In SugarCRM, that means converting the Lead record into records to represent Contacts, Opportunities, Tasks and Accounts. TECH NOTE Lead Conversion is the process of converting unqualified data, a lead, to qualified data including an Account, Contact and Opportunity. A Record is an entry into the CRM (and its database) such as a Lead, Account, or Contact. Every individual Contact is a record. Records can be related to one another, as a Quote record can be related to an Account record. The lead conversion process determines and defines when a sales person should consider a lead qualified and then convert. It is ultimately defined by the company using the system, but some common examples include: A lead should be converted when the sales person has spoken to the lead and can assign a value to the deal and accurately assign the probability of closing. A lead should be converted after a certain amount of data is identified. This is usually driven by a specific predefined process. A lead should be converted when a certain lead score is met. 3 AtcoreSystems.com

4 Lead Status The lead status field provides details about where the lead is at in the lead qualification process. Making sure to set the status properly ensures that sales teams or lead qualification teams can filter on the records that are important and dismiss those that are not. Status Definitions New This stage indicates that the lead was just received or entered into SugarCRM. Assigned Assigned is the status that is set when the lead is changed from new and assigned to an individual to follow up on. In Process In process means that the user it was assigned to has taken ownership as well as taken the first action to qualify the lead. Converted When a lead is converted the sales person or lead qualification person has determined that there is potential revenue. The conversion process often triggers the creation of a Contact, Account and Opportunity. This is discussed further in the Lead Conversion section. Recycled Leads are often moved to the status of Dead for various reasons. Often times the lead is later recycled so that lead nurturing can be conducted. Dead This stage is often the end of a lead and signifies that the lead is no longer of value. This can be decided for a multitude of reasons. The business should have predefined rules for when to convert a lead to dead. Lead Status Customization Like all SugarCRM fields, the Lead Status dropdown can be customized to fit your business and represent definitions that increase productivity and accuracy. To change these options, click open in the Dropdown Editor from the Administrative panel. 4 AtcoreSystems.com

5 In the Dropdown Editor, select the lead_status_dom Should the business decide to change the lead statuses they should also define what each status means, similar to what has been done in the Status Definitions table above. By defining the new statuses and disseminating this information to the sales organization the business ensures that all sales people are on the same page when setting statuses. Without this the reports created will have less accuracy and will negatively affect decision making. Skipping the Leads Stage Some situations may have a user skip the Lead and Lead Conversion process altogether. In situations where a sales person receive a business card where the contact is clearly interested in getting a quote for products or services, the information can be entered directly as a Contact record and an Account or Opportunity can be opened for the deal. With a default instance of SugarCRM, there should be no negative consequences of skipping the sales stage and with situations like the above example, creating and converting the lead would almost certainly take more time than simply entering contact or account information. 5 AtcoreSystems.com

6 Viewing Leads Users will always be looking to view data in different ways based on the way that they work. Leads as well as other records in SugarCRM can be viewed in several ways, with each offering their own benefits. Leads Dashlet A quick and direct way to see leads is through the Leads Dashlet. The main focus of the dashlet is to give users a quick and immediate overview of leads assigned to them without requiring search criteria. The dashlet will be displayed on the Home screen, visible immediately when the user logs into SugarCRM. To create a dashlet, navigate to your Home page and click the drop down arrow on the Create button on the right side of the page and select Edit. You will see your home screen change just a little and there will be an option to Add a Dashlet. Click on this area. Once this has been selected a pop up window will appear where you can add the Leads Dashlet. 6 AtcoreSystems.com

7 Click the Select and Edit option next to the List View option. From here you can add a dashlet from your modules, including your leads. Choose the Leads module from the module drop down. You can also add or remove the columns you want displayed as well as the amount of leads displayed. Save your options and the My Leads dashlet will be added to your home screen. 7 AtcoreSystems.com

8 List View Using the List View provides a rows-and-columns account of leads in the system. The main benefit over using the dashlet is the search capability. In a dashlet the user sets filters which determine the data that is automatically shown each time he or she visit the page holding the dashlet. Using the search in a list view users can quickly view lists that fit more specific criteria as well as view more records at once. Find the List View by clicking View Leads from the Leads menu. This will display all the leads you have access to view. You can search the leads module by first or last name, address, street address, etc. 8 AtcoreSystems.com

9 Setting the filters will allow the leads to be searched by assigned user, address, lead source and more. Anything you chose will narrow down the list of Leads that are displayed. Enter in the details and click the Search button to show the new list. Search Wildcards While searching and filtering data a user can use the percent character (%) wildcard to assist in finding data. The wildcard tells Sugar that the user is not sure about what is before or after certain characters. One example usage would be searching for names that can have different spellings. Let s say that you spoke to Chris on the phone and you need to look him up in the leads area but don t know how he spells his name. In this instance you could type %ris in the name field and you would any record that contained ris, including Cris, Kris, and Chris. Search Persistence: For versions prior to Sugar 7 By default, all searches in SugarCRM are persistent which means that if you search in a list view, leave that view and come back, the same search criteria will be filled in as when you left. This can be very helpful at times but can occasionally cause confusion. If at any point during a search you are not receiving the number of records that you know would fit the search, you may want to click the Clear button and start a new search. Reports Reports are the next step in searching and filtering to find specific data after using list views. Using reports a user can filter fields in a leads record as well as on other related records. Reports also add the ability to use date range and other criteria not available in the search area of the list view. Along with advanced filtering, a report will give you the ability to run calculations on data, set groupings for visualization and create charts. Reports can be saved to use again 9 AtcoreSystems.com

10 another day and can also be easily saved and printed from a PDF file. Some reports also have the option of being added as a dashlet for faster reference. To use the leads report, navigate to the Leads module and click on View Leads Report. You ll be presented with the List View of Reports available to you in the system. These reports will all be related to the Leads module. Select a report from the list related to the leads module. Reports have many functions and features that are outside the scope of this book, but know that the report will show you a spreadsheet-like result of columns and rows of data, and optionally show you a chart or graph of that data. 10 AtcoreSystems.com

11 This report Leads by Lead Source simply shows the number of leads gathered by their sources, e.g. Cold Call, Web Site, campaign. This is an example of the type of reports you can build off the Leads module. Report Dashlets Take the above example and turn it into a dashlet on your home screen for easier access, similar to the Leads Dashlet. Do this for the reports you use every day. Add the Reports dashlet the same way as we did the Leads Dashlet: click the Add a Dashlet option and select the Saved Reports Chart Dashlet tab. Choose a saved report (e.g. Calls by Team by User). Save the option and the chart dashlet will be added to your home screen as seen below. 11 AtcoreSystems.com

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13 Getting Leads into SugarCRM Whether your leads come from purchased call lists, business cards at networking events or any combination of other sources, your business will need to have the ability to easily import leads into the system from various systems. TECH NOTE Different situations will likely call for a different method of inputting a lead, so it is important to be aware of multiple methods of getting data into the system to stay efficient with data entry. From your Internal Sugar System The most common method of lead-entry for the average user will be the SugarCRM web interface. Privileged accounts in SugarCRM can assign leads to other users, such as a manager assigned a lead to a certain member of the sales team. To ensure that users are made aware of being assigned records, a SugarCRM administrator can enable the Assignment Notifications setting under Configure Settings in the Administration page. Open SugarCRM and navigate to the Leads module from your computer s web browser. This will be easy for employees that have used the SugarCRM system already. Place your mouse over the Leads button and then click on Create Lead. 13 AtcoreSystems.com

14 In the Leads form, enter all of the information you can for the individual or company. Click Save when you re done to save the Lead in the system. You will be presented with a Lead record similar to the one below, allowing you to access the information, convert the lead, and search campaigns they are related to and many more options. From your Phone s Browser Travelling staff may use their mobile phone s web browser to input a Lead into the SugarCRM system. This is likely the most convenient way for a mobile businessperson to get his or her data into the system. One needs to simply use the web browser on their smartphone be it Blackberry, iphone, Android, Windows or any other device with a reasonable web browser to access your SugarCRM installation. 14 AtcoreSystems.com

15 In the phone s browser (Mobile Safari for the Apple iphone is depicted), navigate to your SugarCRM instance and login with your normal credentials. Select Leads from the Module List and click or press the Done button. 15 AtcoreSystems.com

16 Just like the normal web interface, we can search for a Lead by name or Create a new one with the Create button. Enter in all of the contact s information, then press the Save button at the bottom of the screen. 16 AtcoreSystems.com

17 The new Lead record will be displayed. From your iphone, ipod Touch or ipad (Sugar Mobile) Users with ios Devices can install SugarCRM s official application, Sugar Mobile, and this can be used with all of SugarCRM s modules, including Leads. Lead Entry works similarly to the web-based view and the mobile view. Open the SugarCRM application. 17 AtcoreSystems.com

18 Click on the Leads button. You will see a list of Leads that are assigned to you in the system. To add a Lead, click the plus button in the top-right corner. Fill in the Lead s information. When you ve entered in all of the information, press the Save button in the top right corner. 18 AtcoreSystems.com

19 You are redirected to view the Lead record you ve just created. Importing from a List (CSV) If you have a list of possible leads in a CSV you can simply import the entire list into SugarCRM with one form. CSVs from Business Cards Business Card Scanners can be used to scan a stack of business cards into a computer, and many of these devices include software to convert the scanned data into a single CSV file. Consult the manual of your device for instructions on exporting your data to a CSV file. Use Excel to Create a CSV file If you don t have a CSV file but you do have an Excel spreadsheet, we can convert the spreadsheet to CSV so we can upload it to SugarCRM. TECH NOTE CSV is an abbreviation of Comma Separated Value. These files are very similar to spreadsheets, except that the data is stored as text in the file and no formatting information is kept. Because it is flat text, a CSV file can be used and rendered by many software programs and has become somewhat of an industry standard for various types of list data. Open the file in Excel and click the Other Formats. Office button, mouse-over Save As and select 19 AtcoreSystems.com

20 Select the Save as type of CSV (Comma delimited) (*.csv). Save the file somewhere memorable so that we can import it to SugarCRM. 20 AtcoreSystems.com

21 Import the CSV file into SugarCRM Click the Leads tab and click the Import Leads button. You will need to choose if the file is from your computer or an external source. Since CSV is what was mentioned above we will choose from my computer. Click Next to continue the process. 21 AtcoreSystems.com

22 Browse for the file on your computer. There is the option to Create New Records or Create and Update Records. You may want to choose Create and Update Records if you believe your list may contain Leads that are already in your system. Click Next to continue. SugarCRM will ask you to confirm that your import is correct before continuing on. The next option will allow you to map the columns to the appropriate SugarCRM field. SugarCRM will do its best to match the data in your file with field labels in the Leads module. First Name, Last Name, Phone Numbers and other familiar information should be detected and labeled automatically. If you have data in your CSV more specific to you or your organization (e.g. a referrer s name) it may not map automatically, and you will have to select the Database Field appropriately. Click Next to continue. 22 AtcoreSystems.com

23 This screen will give you the option to change the row to the correct module field. For example if you have the information labeled as dealer first and last or region for addresses, you will need to tell SugarCRM what field it is related to within the system. Keep in mind a last name is required to create the record. The last option when importing a CSV file is to allow SugarCRM to check for duplicates. This is helpful when importing a large list or you are unsure if there are duplicates. Drag and drop the fields you want to check for duplicates Click import now on Step 5 to continue. 23 AtcoreSystems.com

24 When Sugar has completed importing the data you will be presented with a list of the new leads that were imported. Clicking on the lead name will allow you to access all the related information for this record that was imported from the CSV file. From your Web Site You can create a form for your company s web site for potential customers to use without having to log into your SugarCRM system. From there visitors can input the desired information and it will be placed in your Sugar database. The Lead Form is part of the Campaigns module. Select Create Lead Form from the Campaigns menu. 24 AtcoreSystems.com

25 Select the fields you would like your form to utilize. Select as few or as many as desired, keeping in mind that you at least need a name and way to contact the Lead. Simply drag and drop the fields into the first or second column. Click Next when your fields are in the order you want. 25 AtcoreSystems.com

26 Enter some more information about the form the Leads will be filling out. You must relate it to a campaign. Click Generate Form to continue. Now you will be prompted to use Sugar s built-in HTML editor to adjust the form. You can change fonts, colors, and the table s arrangement. You have access to the HTML itself by clicking the HTML button. Click the Save Web to Lead Form button to save the form. 26 AtcoreSystems.com

27 After saving, you ll be presented with the markup and scripts necessary to place your form in a website. Paste the code into your site wherever you feel appropriate and commit or upload the changes to your web server(s). The end result is the form on your web page for your potential leads to fill in. 27 AtcoreSystems.com

28 Leads and Campaigns Campaigns refer to marketing campaigns created in SugarCRM. If a lead was gained through a campaign, it is useful to create this association in the system so you can track the campaign s success at gathering leads and, later on, gathering leads that were converted into revenue. Lists of leads that are imported from CSV files can be associated during the import process. An individual Lead record can be associated with a Campaign when it is created or later in the Edit View. The related campaign can be seen and edited directly from the leads record. The advantage of having this association comes in sorting and filtering your lead data in the list view. You can also gather metrics about campaigns and lead groups by tracking it this way. For example: 1. A lead is entered in the system with an associated campaign 2. The lead is converted into an opportunity 3. The opportunity status is later changed to Closed/Won A report can be created to track the campaigns that spawned all Closed/Won opportunities. 28 AtcoreSystems.com

29 Target Lists Target Lists are mailing lists that are used by Campaigns. A Target List can contain any amount or combination of Targets, Contacts, Users, Accounts and Leads. Use Target Lists to Leads and attempt to bring them into your revenue stream. To create a new lead-filled target list, mouse-over the Target List module and click on Create Target List. You will be prompted with the new Target List. First add a Name for your list. You can also add additional information such as a description, the type of list (for this example we will keep it as Default), user and teams assigned to the list. Then click Save. Once saved you will be able to click on the Target List you just created. 29 AtcoreSystems.com

30 After clicking the Target list you will be able to add records to the list. This includes linking Leads to your target list for campaigns, calling lists, etc. Click on Link Existing Record. A window will open allowing you to see all your leads and you can select the leads you want to link to this target list. You can also use the filter search to help find leads faster. Select desired leads. When the Target List is associated with an campaign, all Leads (as well as Contacts, Users, Accounts and Targets) will be sent the desired or newsletter. 30 AtcoreSystems.com

31 Lead Conversion Lead conversion is the process of creating a Contact, Account and other optional records after a lead is qualified and the sales person or lead qualification engineer determines that this could generate revenue. To convert a lead in SugarCRM the user clicks the Convert button shown under the edit drop down on a Lead record. Once Convert is clicked the user has the option to create a contact, account, and opportunity from one screen. By default SugarCRM checks the necessary boxes to create a Contact and Account (if the Account name doesn t match an existing Account). It also automatically fills in all fields that were previously entered into the original lead (see Field Replication for details on this). 31 AtcoreSystems.com

32 Once converted you will be able to access the lead and contact record of the person. Also, note when you are in the lead record you will see the converted option in green once converted. When you click Save the new records will all be related to one another as well as being related back to the original lead. That means that when viewing the Account record, there are links to easily access the contact, original lead, and the opportunity on the page. Field Replication When a lead is converted, SugarCRM automatically copies data from the Lead to the Contact, Account and other records that are being created. This is to avoid your needing to retype or copy-and-paste the information. The data is copied for fields that have the same name, e.g. the Lead s Title value will be copied to the Contact s Title. This field replication happens when enabled for the module. See the section Configuring the Conversion Process for details on Leads configuration in the SugarCRM Studio. 32 AtcoreSystems.com

33 Studio Configuration Like other modules, SugarCRM allows the administrator to configure fields and labels used by the Leads module. Specific to the Leads module, though, he or she can also configure various fields related to the Lead Conversion process. Navigate to the Administration screen and click the link for Studio. Select the Leads module. 33 AtcoreSystems.com

34 Editing Labels In Studio on the Leads module, click the Labels component. You will see an editable list of every field label used by the Leads module. Edit the labels as desired and click the Save & Deploy button. 34 AtcoreSystems.com

35 Creating New Fields If your company tracks Lead information that isn t displayed in the Lead module by default, you can add extra fields. From Studio, click the Fields component. Click on the Add Field button to add a custom field. Label your new field appropriately. If you want to ensure users are forced to fill in the field, enable the Required Field checkbox. Once the field has been set up as desired, click the Save button. 35 AtcoreSystems.com

36 Configuring the Conversion Process The Conversion Process can be configured to include (or not include) other modules. Click on the Layouts component. Open the Convert Lead layout. The default modules are displayed. Other modules can be selected by choosing them from the drop-down box and clicking the Add Module button. The Copy Data checkbox will copy the Lead s field values to the new module s field values where the field names are the same (e.g. the Lead s First Name and the Contact s First name). Click on the Edit button Conversion page. for any module to edit the field arrangement of that module on the Click the Save button when you are finished. 36 AtcoreSystems.com

37 Lead Routing through Workflows A Lead can be routed through a workflow when it is saved in the SugarCRM system. For example, suppose that all new Leads in California should be first assigned to a particular user. Workflows can also be used to send alert s and can be configured to execute over a time period (instead of waiting to be saved or updated). To accomplish this sort of automated task an administrator must define a new Workflow. Workflows are a very powerful tool in SugarCRM. For simplicity, here we will create the very simple and specific workflow mentioned above: assigning all new leads from California to a particular user. Navigate to the Administration page and select Workflow Management from the Developer Tools section. This will take you to the Workflow Management module s List View. We want to create a new workflow, so place your curser over the Workflow Definitions button and click on Create Workflow Definition. 37 AtcoreSystems.com

38 Name the new Workflow. Select the Leads module from the Target Module field. For the purpose of this module, we want to set the Applies To field to New Records Only. Click Save to save the workflow and you will be presented with the form to set the workflow conditions. There are three sets to configure: Conditions, Alerts and Actions. Condition Our only condition for this workflow is that the Lead s State be California. Click the Create button beneath the Conditions label. A pop-up window will prompt you for when to check for the condition. We want to select When a field in the target module contains a specified value. 38 AtcoreSystems.com

39 We are presented with a link below the condition options to pick our specified field. Click the field link and you will be prompted to pick the field. Choose the Primary Address State as the field and click Save. You will be presented with the conditions screen showing the field as Primary Address State, choose Next. The next screen will allow you to set the value (or state) that you want the system to recognize. Click on Value. 39 AtcoreSystems.com

40 A pop-up screen will appear and you can set the parameters. For this example, we want to set it to equals CA and choose Save. Once this is saved you will see the condition displayed on the workflow definitions screen. Alerts The alert of the workflow is who will receive the action once the conditions are met. In this case, the alert will be assigned to a specific user. To set up this alert, click on the Create button under the Alert header. You will be presented with the alert detail scree. Enter a name for your alert, choose the alert type ( or invite). Then you have the option of sending a normal message and including the text below. Or you can also choose from a template message. This can be useful if you are creating similar workflows for leads but does not need a different message each time. This will save the administrator valuable time. 40 AtcoreSystems.com

41 Then click Save Your next action will be to choose who will receive the alert. Simply click Create and a pop-up window will appear. You will be presented with several options. Make sure to think through your process and who would need to be alerted about this specific topic. For this example we will choose a specified user and click Next. 41 AtcoreSystems.com

42 Below the list of options you will click on User to choose the specific user, you can also choose how the is sent this person, To, BCC, or CC A pop-up window will appear and you will be prompted to choose the specific user from a drop down list of users within your SugarCRM. Once the person has been chosen click Save. Once the saved, you will see the User link change to the specific users name, if this is correct click Save and you alert will be updated in the workflow definition screen. Note: you can add more than one alert to a workflow. Actions The action of the workflow is what actually takes place when the conditions are met. In this case, the action will be updating the Assigned To value of the Lead record. To set this up, click the Create button under the Actions section. 42 AtcoreSystems.com

43 You will be presented with a pop-up requesting the nature of the action. We want to simply update a field, so select Update fields in the target module. Click Next. Enable the checkbox for Modify the field: Assigned User. Click the Assigned User link that appears to select which user to assign the module to. Select the user you would like these leads assigned to from the drop-down selector, here we will be using Jen Smith. Click the Save button here, and again in the underlying pop-up. 43 AtcoreSystems.com

44 Detail View This screen capture shows the completed Workflow Definition record as configured from the above instructions. 44 AtcoreSystems.com

45 Opportunities Users have the option to create leads from an existing opportunity within SugarCRM. This is a beneficial feature because not all leads are imported or filtered from a web form. You may have a sales member enter an opportunity into the system and then need to add additional information to the record. Along with that you may want to associate a lead, this person is a contact for the opportunity but they may not be a customer/contact yet. Navigate to the opportunity tab and select View Opportunities Select the opportunity you want the lead related to. For this example we will choose the T- Squared opportunity. 45 AtcoreSystems.com

46 Creating a New Lead Navigate to the Leads subpanel. From this panel you will have two options, create a new lead or relate an existing lead to this opportunity. Create a New Lead Click the + button to create a new lead within an opportunity. A new window will appear allowing you to enter all of the contact information for the lead. You can even add a picture in SugarCRM 7. Once you have entered all relevant information click Save. You will notice two changes on the opportunity screen. The lead will be added to the Leads subpanel and the Le icon will now be colored in to indicate there is a lead in this subpanel. Empty subpanels display as gray. 46 AtcoreSystems.com

47 Link existing Lead The second option of relating a lead to an opportunity is to use those that already exist in your system. For example, this person may have come in through your web form and you have contacted them, created the opportunity and now want to relate that person to the opportunity. Navigate to the leads subpanel within the opportunity record. Click the dropdown arrow and choose Link Existing Record. A new window will appear allowing you to search and select a lead. Select the lead The lead will be added to your Lead subpanel in the opportunity record. 47 AtcoreSystems.com

48 You have seen how to add a lead to an opportunity but you also have the option to remove them from an opportunity record. Some cases cause for the removal of a lead. This is an easy step. Navigate to your Lead subpanel and click the dropdown arrow next to the lead you wish to remove. Click Unlink and the lead will be removed. Removing a Lead There may come a time when you need to remove a lead from the system all together. There are two options for removing a lead and each includes just a few simple steps. You can remove one lead at a time or remove several in one easy step. Navigate to your Leads dropdown and View Leads Find the lead you wish to remove, you can use the search bar to find the lead quickly. Click on the dropdown arrow next to the lead and click Delete. The lead will be removed from your CRM. 48 AtcoreSystems.com

49 You can also remove several leads with one simple click. Click the box next to any lead you want to remove (make sure there is a check in the box). Click the dropdown arrow in the header and click Delete. The selected leads will all be removed at the same time. 49 AtcoreSystems.com

50 SugarCRM and Third Party Add-ons You have read about all the different ways you can obtain leads and filter them into your SugarCRM. However, we re not done yet! Many companies have third party programs they use to obtain leads and with SugarCRM you can integrate these systems. You will have the options to create, add, and score leads with add-ons. From Outlook SugarCRM Professional and Enterprise editions offer customers a Microsoft Office Outlook plug-in to synchronize information between the system and the user s desktop application. From Outlook, the user can synchronize his or her contacts and calendar data with to the SugarCRM system, and individual s can be parsed to create Leads, Accounts, Bugs, Opportunities, and Cases. 50 AtcoreSystems.com

51 Click on the New Sugar Record button and select Lead. A pop up window will prompt you for more information about the Lead, and offer a list of contacts found in various places in the . Fill in the information and click the OK button The Lead will be imported to your SugarCRM instance with the details you specified and will be assigned to your user account. Gmail Lead Creation Using the add-on Collabspot you can create a lead from the account you use daily. This saves your team a lot of time and no more entering information in several different places. When an is received by someone who is not a lead or contact in your SugarCRM you will have the option to add them. Click the icon on the right of your screen. This will open the Collabspot options window. Click Add to Sugar as a Lead. 51 AtcoreSystems.com

52 Fill in the information that you have for the lead. Note, you must have a last name and address before saving. Then click the create check mark. Once the lead had been created you will notice the screen will change and an L. is located in the upper left hand corner to indicate that this record is a lead within your Sugar system. 52 AtcoreSystems.com

53 Pardot Connector (Marketing Automation Programs) There are many different marketing automation programs that will allow you to gain lead information from your website, marketing campaigns, etc. and filter it into your CRM. For this example we will look at the Pardot Connector. You can have a form on your webpage allowing customers to contact you or sign up for a newsletters. When the person inputs the required information a lead will be created in Pardot. Since this can also be connected to your SugarCRM the lead will be created in the CRM as well. Pardot does all the hard work for you with lead scoring, tracking history, comments, and much more. Then this information is filtered into your CRM allowing you to access all of the relevant lead data in one place. Pardot Lead Record SugarCRM/Pardot Lead View Pardot Grade and Score Lead Comments Pardot URL (will link you to Pardot Lead Record) Related Campaign and Activity Log Not only will Pardot send this information to your CRM but it will also allow you to assign your Leads to a team member and alert them once the lead is created. This allows your sales team to follow up with a newly created lead as quickly as possible. 53 AtcoreSystems.com

54 Conclusion As you have seen there is a multitude of ways to use leads within SugarCRM. The options seem limitless and can help your team manage leads whether they are in the office or in the field. Now that you know nearly all of the ways to work with leads in SugarCRM you must map out a crucial process, the lead flow process. No CRM system available will help a business properly manage leads if the sales people do not have a process to follow. By mapping out a process of when and how to use each lead section identified in this book you will ensure that each and every sales person understand the business process around lead management. Lead management is important and useful if and when used correctly. Have your team take the time to understand the different solutions within this book and find what works best for your sales and marketing teams. They can only be successful if they know how and why to manage leads within the CRM. 54 AtcoreSystems.com

Lead Management in SugarCRM

Lead Management in SugarCRM Attract. Convert. Retain. Lead Management in SugarCRM Written by: Josh Sweeney and Matthew Poer www.atcoresystems.com Atcore Systems, LLC 2010 All rights reserved. No part of this publication may be reproduced

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