Getting Started with idm for Lead Nurturing March, 2006 CONTACT: Ed Gallagher (770) 992-9229 egallagher@tactumtech.com
Table of Contents Table of Contents...2 Logging in...3 Review account settings...6 Account settings...7 Contact fields...8 Roles...10 Users...11 Review dashboards...12 Dashboards...13 Review dialogs...14 Dialogs...15 Designing Dialogs...16 Managing dialogs...18 Manage leads...19 Adding a new lead...20 Re-engaging an old lead...22 Managing leads...24 2
Logging in First, get onto the Internet and point your browser to www.tactumtech.com Next, click the Login link to display the idm for Lead Nurturing login page. 3
This brings you to the idm login page. Type in your account code, userid and password. Click Login to proceed. 4
This will bring you to the idm for Lead Nurturing home page. 5
Review account settings Click Account Settings to review settings for your account. When your account was created, the idm for Lead Nurturing application was installed. This application includes account settings, dashboards, dialogs and reports. The idm for Lead Nurturing application can be customized and extended to support your lead management processes. To begin, you should review the configuration for your account. 1. Click Account Settings to review settings for your account. 2. Click Dashboards to review the dashboards configured for your account. 3. Click Dialogs to review the dialogs configured for your account. 6
Account settings Account settings include field definitions of account and contact fields for the leads managed using idm for Lead Nurturing, the roles of users of the system and the actual users of the system. 1. Click define fields for contacts to review the fields defined for leads. 2. Click manage the role(s) defined for the system to review the roles defined for your account. 7
Contact fields In addition to account name, contact name and contact email address, your account is configured initially with the following contact fields used to manage information for each lead in the system: 1. Address 2. Phone 3. Role 4. Lead generation event (e.g. tradeshow, webinar) 5. Lead source (e.g. website, purchased list) 6. Lead stage 7. Lead status 8. Product interest 9. Approved budget 10. Decision timeframe 11. Current step 12. Next step 13. Next step with 14. Sales representative name 15. Sales representative title 16. Sales representative email 8
17. Sales representative phone Values for these fields are updated through workflow events that are triggered by responses to the dialog from the lead. As you adapt idm for Lead Nurturing to support your specific lead management process, you may define additional fields or remove one or more of the current fields. 9
Roles Your account is configured initially with the following roles: 1. Administrator the administrator of the system. 2. Chief Marketing Officer 3. Inside Sales Manager 4. Inside Sales Representative Roles are used to control access to features in the system as well as access to reports. Roles are also used in the configuration of certain workflow events that can be triggered by a response to the dialog from a lead. Users of the system are associated with one or more roles. As you adapt idm for Lead Nurturing to support your specific lead management process, you may define additional roles or remove one or more of the current roles. 10
Users In addition to yourself, your account is configured initially with one additional user. 11
Review dashboards Click Dashboards to review the dashboards configured for your account. When your account was created, the idm for Lead Nurturing application was installed. This application includes account settings, dashboards, dialogs and reports. The idm for Lead Nurturing application can be customized and extended to support your lead management processes. To begin, you should review the configuration for your account. 1. Click Account Settings to review settings for your account. 2. Click Dashboards to review the dashboards configured for your account. 3. Click Dialogs to review the dialogs configured for your account. 12
Dashboards Your account is configured initially with the following dashboards used to report on the leads managed using idm for Lead Nurturing: 1. Lead management lead status by product 2. Lead management leads by qualifying criteria 3. Lead management leads by stage Dashboards provide a high level view of the leads managed using idm for Lead Nurturing. Any number of dashboards can be defined. Access to the dashboards is controlled by role. As you adapt idm for Lead Nurturing to support your specific lead management process, you may define additional dashboards or remove one or more of the current dashboards. 13
Review dialogs Click Dialogs to review the dialogs configured for your account. When your account was created, the idm for Lead Nurturing application was installed. This application includes account settings, dashboards, dialogs and reports. The idm for Lead Nurturing application can be customized and extended to support your lead management processes. To begin, you should review the configuration for your account. 1. Click Account Settings to review settings for your account. 2. Click Dashboards to review the dashboards configured for your account. 3. Click Dialogs to review the dialogs configured for your account. 14
Dialogs Click Display a list of dialog designs to review the design of the dialogs in your account. Click Display a list of dialogs to manage to review the deployment of the dialogs in your account. Dialogs provide the platform for you to establish a web-based conversation with your leads and the mechanism to capture and respond to feedback from your leads. Your account is configured initially with the following categories of dialogs: 1. New lead management used to establish a dialog with a new lead 2. Nominated lead management used to establish a dialog with a new contact nominated by the lead 3. Old lead management used to re-engage an old lead 4. Sales agent interface used by a sales agent to add a new lead, re-engage an old lead and record an interaction with a lead 5. Sales manager interface used by a sales manager to queue lead monitoring with a sales agent regarding a lead 6. Web site integration 15
Designing dialogs Click to preview the dialog. Click to edit the design of the dialog. Dialogs are designed to script a web-based conversation with your leads. Designing a dialog includes the following steps: 1. Name the dialog 2. Define the demographic attributes of the participants in the dialog 3. Add a welcome message for the dialog 4. Define the sections in the dialog, the questions in each section and perhaps answer choices for the questions in the section 5. Define the rules that determine when sections in the dialog are displayed to a participant on a page 6. Add a summary message for the dialog 7. Add a thank you message for the dialog 8. Customize the look of the dialog 9. Preview the presentation and navigation of the dialog Your account is initially configured with the following dialogs used for engaging a lead: 1. Lead Always on 2. Lead Confirmation call, email 3. Lead Confirmation fulfillment 4. Lead Initial qualification 5. Lead Loss 6. Lead Nurture 7. Lead Qualification 8. Lead Win 16
Your account is initially configured with the following dialogs used for engaging a new contact nominated by a lead: 1. Nominated Lead Nurture 2. Nominated Lead Qualification Your account is initially configured with the following dialogs used for re-engaging an old lead: 1. Old Lead Initial contact Your account is initially configured with the following dialogs used by a sales agent: 1. Sales Agent Add new lead 2. Sales Agent Re-engage old lead 3. Sales Agent Record interaction with lead 4. Sales Agent Update lead status Your account is initially configured with the following dialog used by sales management: 1. Sales Management Queue lead monitoring Your account is initially configured with the following dialog to integrate idm for Lead Nurturing with a website: 1. Website Register new lead 17
Managing dialogs Click to see a report of statistics about the dialog. Click to view / manage the deployment of the dialog. Managing dialogs that have been designed and are ready to be (or are) deployed can include a number of activities including: 1. Defining scorecards to score the responses to the dialog 2. Configuring workflow events that are triggered by the responses to the dialog 3. Defining scorecard alerts to alert on developing issues and opportunities 4. Configuring invitation email messages to solicit via email participation in the dialog 5. Importing contact(s) to solicit via email their participation in the dialog 6. Managing contact(s) solicited via email to participate in the dialog 7. Configuring and viewing reports for the dialog 8. Viewing responses to the dialog 18
Manage leads The idm for Lead Nurturing application is configured to support the following lead management activities: 1. Adding a new lead 2. Re-engaging an old lead 3. Managing leads Click Dialogs to add a new lead or reengage an old lead. 19
Adding a new lead Click Sales Agent Add a new lead to start a dialog with a new lead. 20
Complete the dialog and click Submit to send the lead an email message invitation to begin a dialog ( Lead Qualification or Lead Nurture ). 21
Re-engaging an old lead Click Sales Agent Reengage old lead start a dialog with an old lead. 22
Complete the dialog and click Submit to send the lead an email message invitation to begin a dialog ( Old Lead - Initial contact ). 23
Managing leads Click Accounts and Contacts to manage leads. 24
Click display a list of contacts to list all leads. Click view the report to view a report on leads. 25