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Are Sales Right To Complain About Marketing Leads?

Are Sales Right To Complain About Marketing Leads?

Marketing leads given to Sales are rubbish, says Dave Apthorp.
Sales don't bother to phone Marketing Leads, says Maria Smith
We wanted to know more about the quality of marketing leads.
Are marketing leads so poor it's not worth salespeople calling them?
We conducted a short experiment to investigate the quality of marketing leads.
12 months ago the team attended a trade show to increase the number of marketing leads.
The aim was to create sales opportunities from these marketing leads.
Sales called all the marketing leads but no new opportunities were created.
That produced a lot of conflict between sales and marketing.
12 months later, GSP did some research by calling all the marketing leads.
The findings from this research might surprise you.
Two marketing leads had subsequently made a purchase.
Two other marketing leads were in the middle of a purchasing process.
One marketing lead was planning to make a purchase next year.
4 marketing leads were not planning to make a purchase anytime soon.
1 marketing leads will never make a purchase.
In summary, half the marketing leads were good quality.
We contacted the marketing leads to find out why they hadn't spoken to salespeople at the time.
Based on our research, the marketing leads told us they weren't ready to speak to salespeople.
The leads were good quality but they were not yet sales-ready.
After the trade show, the activities of these marketing leads were invisible to salespeople.
No-one knew when the marketing leads would be ready to speak to salespeople.
There are six lessons from this research into the quality of marketing leads.
Lesson 1 - marketing leads in the invisible sales pipeline needs to be managed proactively.
Lesson 2 - marketing leads need to be managed over the long-term and this requires patience.
Lesson 3 - lead nurturing is essential to produce sales-ready leads from cold lists.
Lesson 4 - create high quality, useful content to feed lead nurture campaigns.
Lesson 5 - engage with marketing leads only when these prospects are sales-ready.
Lesson 6 - creating high quality marketing leads requires a process driven approach supported by technology.
Apply these 6 lessons to create sales-ready opportunities from your marketing leads.

Let us know what you think about this blog post by filling out the form below – we greatly appreciate it!

 

“Most Marketing leads we get are rubbish,” complains Dave Apthorp, sales executive at Modernis.

“How can Sales possibly know this?” says Maria Smith, marketing manager at Modernis. “They never phone any of the leads we DO give them!”

But where’s the truth? Are Marketing leads so poor it’s not worth Sales following them up? We wanted to find out.

Twelve months ago the Modernis marketing team attended a trade show. Sales immediately called up the leads. And how many opportunities were created? None. Absolutely none. Which led to a lot of sales complaints about the quality of leads. And one heck of a lot of friction.

So, 12 months later we called 10 of the marketing leads. We wanted to find out what had happened in the intervening 12 months. Here’s what we discovered:

  • 2 had purchased products from a competitor of Modernis.
  • 2 were actively engaged in a purchasing process to select a supplier. Sadly Modernis wasn’t one of the candidate suppliers.
  • 1 hadn’t started a formal purchasing process. But they fully expected to make a purchase in the next 12 months.
  • 4 of the leads had taken no action following the trade show. They didn’t anticipate starting a purchasing process any time soon.
  • 1 wasn’t in Modernis’ market place and is unlikely to ever make a purchase.

In other words 5 of the 10 were great leads. Two had already bought from a competitor. And yet these leads were all rejected as rubbish by Sales.

So why didn’t these prospects engage with Sales at the time? Here’s what they told us:

“We weren’t ready”.

” We didn’t have stakeholder support”.

“I didn’t have a budget at the time”.

“We weren’t sure what the right solution was. The last thing I needed was a sales pitch.”

“We hadn’t decided which vendors we wanted to talk to”.

The prospects were legitimate buyers. But they simply weren’t  sales ready. They were at an earlier stage in the buying process. They didn’t want to speak to a sales person. Yet.

Which is why Sales thought the marketing leads were rubbish. “That’s why we don’t bother to ring them”, says Dave.

But what’s worse, after the trade show the activities of these warm prospects were invisible to Modernis. Which meant no-one knew when they were sales ready. And led to lost sales for Modernis.

It was a classic case of a lack of sales and marketing alignment.

So what what can we learn from this research. Six things.

1. Manage the invisible pipeline pro-actively

Customers start their buying process long before Sales get involved. These early stage activities form an invisible pipeline. Yet this invisible revenue pipeline can – and must – be managed to drive sales income.

2. It pays to be patient

Modernis has a sales cycle of 2 – 3 months. But that’s Modernis definition of the sales cycle. That’s how long it typically takes an opportunity to pass from Created to Closed in the CRM system. But looked at from the perspective of the customer, the buying process is much longer.

3. Lead nurturing is essential

Traditionally prospects had to rely on sales people for their information. Not any more. There’s a wealth of information available on the internet on every product on earth.

And ad hoc marketing campaigns – delivered only when time permits – have only a short term impact on sales revenue. Effective lead nurturing means a structured process of communications throughout the buying process.

4. Useful is the new cool

The creation of content that is highly useful to prospects is critical to lead nurturing. The leads we spoke to were hungry for information. Highly useful content satisfies this hunger. It helps leads narrow choices. In your favor.

5. Engage sales when prospects are sales ready

Prospects don’t mind talking to sales people. But only when they’re ready to do so. And only with the relatively small number of vendors with whom they’ve decided to engage. And the challenge for Marketing? Track human behavior to gauge when leads are sales ready.

6. Marketing is becoming increasingly process and technology driven

It’s hard to know when a prospect is sales ready without knowing if they open your emails. Read your blog posts. Visit your web site.

Lead nurturing cannot be done in an ad hoc fashion. And it can’t be done manually, at least not effectively. It requires planning and well defined processes. Together with the marketing automation tools necessary to make the whole thing scalable and efficient.

Recommended Reading

5 Sales And Marketing Alignment Recommendations That Nail It

And finally… you can also access this blog on Slideshare – Stop Sales complaining about the quality of Marketing Leads

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The Mini Dictionary of Marketing Automation Terms

The Mini Dictionary of Marketing Automation Terms

Getting the sales team to cold call an unqualified list of leads is like giving up smoking or going on a diet.

There’s always something that gets in the way. Tomorrow is always a better time to start than today.

And in any case, it often turns out to be an unfruitful waste of valuable time.

But how do you increase the flow of sales-ready leads and opportunities to the sales team?

The answer, increasingly, is marketing automation. Thousands of B2B organisations – and quite a few B2C ones – are investing heavily in marketing automation systems from vendors such as Hubspot, Pardot and Marketo. These systems provide scalable and automated marketing processes that boost the number of warm leads and drive opportunity conversion rates.

So what exactly is marketing automation? And what are the essential marketing automation terms that matter in any discussion on lead generation? Terms such as content marketing, lead nurturing, lead scoring, sales qualified lead and marketing qualified lead.

(more…)

The Crucial Difference Between A Lead And An Opportunity in Salesforce

The Crucial Difference Between A Lead And An Opportunity in Salesforce

You probably don’t remember Monty Python’s Flying Circus.

It’s a surreal comedy group from the 1970’s. It’s how John Cleese and Michael Palin first made their name.

In one famous sketch, Palin arrives at the Argument Clinic or for an argument. Cleese is happy to oblige. They go round in circles, contradicting each other over and over.

You can recreate a similar scene:

Ask a room full of Sales and Marketing people to agree how the lead process should work in salesforce.

You’re guaranteed a bun fight.

I’ve run hundreds of salesforce implementation workshops. And here’s something I’ve experienced:

No subject causes more debate than that surrounding the lead process.

However, resolving this debate is critical to an effective lead process in salesforce. Unfortunately, often that doesn’t happen with clarity.

The outcome is an ineffective lead process. Consequently, there is ineffective lead qualification, reduced revenue and poor marketing and sales performance information.

It also means a lack of lead conversion metrics that quantify the contribution of leads to revenue.

Let’s understand what causes this debate. Then we will define a lead process in salesforce. Do this as one of the core components of effective Sales and Marketing alignment in your business.

(By the way, don’t forget, you can download the lead process diagrams used in this article).

Difference between a lead and an opportunity

There is often dis-agreement between Sales and Marketing on the difference between a lead and an opportunity. Yet clarity is essential.

Unfortunately, that is harder than it sounds.

Why is there so much confusion? After all, most Sales and Marketing people will acknowledge that a lead is the first step in the sales cycle.

Here’s why it’s a problem.

Salesperson’s definition of a lead

To a salesperson, a Lead can come as easily from an existing customer or known prospect, as a brand new one.

The lead can be repeat business for an existing customer. Or a new prospect, freshly arrived through the door.

Either way, the sales process has started. It may not be advanced enough to warrant an Opportunity in salesforce.com. However, sales engagement hast at least commenced.

So, from a salesperson’s perspective, a lead reflects a broad range of early stage, potential opportunities that require immediate action.

Marketing person’s definition of a lead

A Marketing person’s perception of a lead often varies in two important ways.

First, a Lead is a person or business that will potentially make a purchase at some undetermined point in the future.

Marketing may hand the lead to Sales, but not necessarily with the expectation that a sale will immediately result. The lead is a potential customer that may engage in a future sales process. Conversely, to a salesperson, a lead is someone entering the sales process right now.

Second, to Marketing a lead is very often a new company or person. The business or contact may not have existed previously in the database. Indeed, the primary role of Marketing in many businesses is to increase the overall lead database for long-term benefit.

Salespeople are under pressure to close deals in the short term. Marketing want to nurture the Lead. Unfortunately, this contrast in expectations frequently results in Sales complaining about the quality of Leads created by Marketing.

Salesforce lead process

Sales and Marketing often fail to agree on the difference between a Lead and an Opportunity. This directly obstructs the implementation of an effective lead process in salesforce.

So what constitutes a lead in the salesforce.com CRM system?

In fact, salesforce uses the term Lead in several different ways. Let’s take them step by step.

  • Lead as a brand new enquiry

Start by thinking of a Lead in salesforce as a brand new enquiry, from a business and person you’ve never previously heard of.

For example, let’s say you have a Web-to-Lead form set up on your web site. Web-to-Lead is an easy way to integrate salesforce with your web site. It means anyone that fills in your Contact Us form is automatically created as a lead in salesforce.

Now the lead exists. What’s the first thing that should happen in the lead process? Check for duplicates by clicking on the Find Duplicates button on the Lead page layout.

This will identify any matching Leads or Contacts that already exist in your salesforce database. Let’s assume you don’t find any.

Now you make an outbound telephone call to the Lead. Essentially, one of three outcomes will result from this part of the lead process.

  • The Lead is a dead end

It turns out the person isn’t interested in any further dialogue. Perhaps it was a student simply looking for research information. Either way, set the Lead Status to Closed. No further action is anticipated, although you don’t necessarily delete the Lead from the database.

  • The Lead is a definite maybe

The Lead is moderately interested in your products and services. He doesn’t want to speak to a sales person – at least not yet. Nevertheless, you agree to send a brochure, product specification or price list. So this time set the Lead Status to Contacted. You might also create a follow up Task to call the Lead again in the future.

  • The Lead is a sales Opportunity

The Lead agrees to a meeting or phone call with a Sales person. Or he requests a quote. In other words, he gives you some indication that he’s a legitimate potential customer. He’s a Qualified Lead.

This time leave the Lead Status alone. Instead, click on the Convert Lead button. Salesforce will convert the Lead into three separate records; an Account; Contact; and Opportunity.

Here’s the process in a flow chart diagram.

Lead process diagram for qualifying a new Lead.

The Account represents the business or organisation. The Contact is the person employed by that organisation. And the Opportunity represents the potential sales deal.

It’s this early stage Opportunity that many Sales people will regard as a Lead.

Indeed Sales people may be reluctant to use the term Opportunity. It raises expectations about the outcome. It creates visibility of the deal in the sales pipeline dashboard. And from the salesperson’s perspective, the Lead may – or may not – have been properly qualified by Marketing before it was converted to an Account, Contact and Opportunity.

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All legitimate issues. Before we address them, let’s deal with several other ways salesforce uses the term Lead.

  • Leads that match existing Lead records

Let’s go to back to our person that filled in the Contact Us form on your web site.

In our example, we assumed that no existing Lead or Contact matched our new Lead. We established this by clicking on the Find Duplicates button on the Lead page layout.

What if one or more matching Leads is found?

Click the Find Duplicates button on the Lead page layout to find matching leads

No problem. Use the Merge Leads button to merge the various Leads into a single record. Then make your qualification call.

Here’s the lead process diagram.

Lead process diagram for qualifying a lead with match to existing lead.

  • Leads that match existing Contact records

How can an existing Contact be created as a Lead in salesforce? There’s a number of ways.

For example, Leads can be created by importing the spreadsheet that contains a list of people that came to a booth at an exhibition. Some of those people may well be existing Contacts.

Or, a Web-to-Lead form on your web site that allows visitors to register for an event. When an existing Contact registers she’s created as a Lead. Likewise, the same thing happens if you’re using Web-to-Lead to enable visitors to download a document from your web site.

In any of these cases, when you click on the Find Duplicates button you may find there’s a matching Contact.

Click the Find Duplicates button to find Leads that match.

Here’s three ways to deal with the Contact-as-a-Lead situation.

  • Convert the Lead without making a Qualification call

    During the Lead conversion, salesforce will help you merge the Lead into the existing Contact record. If the Account Owner is already actively engaged with the Contact – on an existing Opportunity for example – then perhaps it isn’t appropriate to make the qualification call.

  • Convert the Lead and then make a Qualification call

    This is the common approach when it’s the Account Owner that is dealing with the Lead. He or she merges the Lead into the Contact record and then makes a call to the Contact.

  • Make a qualification call before Converting the Lead

    This approach is used most frequently when Marketing or Inside Sales is dealing with the Lead. They make call to the Lead, cognisant of the fact that the person already has a relationship with the company. Following the conversation the Lead is converted, but Marketing or Inside Sales make a human decision on whether to simultaneously create an Opportunity.

Here’s the process diagram for the last of these scenarios.

Lead process diagram for lead qualification with match to existing account or contact.

To Convert a Lead without creating an Opportunity, check the box “Do not create Opportunity upon conversion” during the convert process. It’s underneath the Opportunity name on the Convert Lead page layout.

At the end of the Monty Python scene, Palin and Cleese continue to argue about whether the argument is finished.

However, you can do better than that.

You can resolve the argument about lead processes in the workshop. And then build the lead process in salesforce; it’s a sure-fire way to increase sales and marketing alignment.

Free lead process diagram download

Are the lead process diagrams in this article useful to you? Simply Download the diagrams in Powerpoint. Use them starting point for creating your own lead management process.

And now, kick-start lead metrics in your business by installing the free Lead Conversion Dashboard From GSP in your salesforce environment.

12 Must-Have Charts For Your Salesforce Dashboard

Download the FREE eBook from our website today

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Innovate marketing to boost sales ready leads: Event 11th December

Register Event CTA MiddleBoosting revenue means increasing the number of high quality leads given to the sales team.

Simple to say. But how do you achieve it?

Join us on 11th December and we’ll show you how. We’ll demonstrate how to innovate marketing and lead generation activities to drive sales ready leads.

We’ll cover:

  • How marketing automation tools such as Marketo, Pardot and Hubspot are radically transforming marketing and lead generation.
  • How to create and use high quality content to attract new prospects and increase leads.
  • How to integrate with Salesforce.com to create a powerful, end-to-end sales and marketing process.

We’ll demonstrate exactly what terminology such as lead nurturing, content marketing and lead scoring actually mean. And we’ll do it all using live examples and practical demos.

Date: 11th December 2014
Venue: 9 Devonshire Square, London EC2M 4YF
Start: 9.00 for 9.30 AM
Finish: 12.30 followed by light lunch.

It promises to be an action-packed event. We’d be delighted to have you join us. Simply fill in the form below.

Popular Apps

GSP Target Tracker

Track targets in Salesforce including won and pipeline deals

Popular eBook

Download The 12 Must-Have Dashboard Charts

This fully-illustrated 27 page ebook shows you the 12 Killer Sales Charts for your Dashboard and explains How to Read Them and When to Use Them.

Popular Articles

Related Blog Posts

Why You Need To Compare Average Closed Won Opportunity Size

How to use opportunity conversion reports for superior results

How To Stop ‘Closed Lost’ Screwing Up Salesforce Dashboards

5 Easy Tips That Will Make Opportunity Probability Your Trusted Friend