Tips, Tricks & Best Practices

laiacanalejobas
Member

Making sure that the leads are worked

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We don't know how we can make sure that the qualified leads we send to the sales team are worked. Should we force them to work with tasks or tickets? Currently, they notify the team by email but only create deals when the sales team thinks it is important. We are a B2B Company.v

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jolle
Solution
Recognized Expert | Partner
Recognized Expert | Partner

Making sure that the leads are worked

SOLVE

Hey @laiacanalejobas, thanks for reaching out! This is an awesome question.

 

It is essential that you know whether or not the sales team is reaching out to leads, when they reach out, how many times they reach out, and how they're reaching out if you need full-lifecycle reporting. One of the main benefits of HubSpot is that you can easily track that outreach and engagement for anyone on the team to access. If the sales team is willing to manually send an email to the team when they've reached out to a lead, they can absolutely track their outreach in HubSpot. Here's what I recommend:

  • Have all reps connect their emails to HubSpot so you can log email outreach in HubSpot
  • Have all reps log all of their calls and outcomes in HubSpot
  • Have all reps connect their calendar and set up HubSpot Meetings links
  • Define and document the service-level agreements for the sales team (i.e., reach out to leads within 12 hours, follow up at least 5 times)
  • Automatically create tasks for reps to reach out to and follow-up with leads once they have been assigned
  • If you're not using the deal pipeline until a lead has been qualified, use a property like "Lead status" or "Outreach status" that the reps will need to update to indicate whether or not they've made contact
    • For example, you could have "Initial outreach, "Follow-up call 1," "Follow-up email 2," and the like that the rep will update to confirm they're reaching out

It won't take long to see who is logging their activity in HubSpot and who is not. You'll also be able to report on the engagement and sales activities, plus you'll hopefully gather more insight into your sales process and timeline. 

 

I would also create reports based on the contact "Last contacted" property. You can build reports that pull in contacts who have never been contacted ("Last contacted" is unknown) or haven't been contacted for too long "Last contacted" is more than 2 weeks ago). Create a dashboard for stuck/stagnant/unworked leads and make sure that the contact owner is front and center. Make it very clear which leads still need to be worked!

 

You can also consider reassigning leads if they aren't contacted after a certain amount of time. If reps aren't reaching out (or if they are but just aren't logging that outreach), reassignment will hopefully encourage them to do better.

 

Of course, your team structure and company culture will be big influences here. You may not be able to totally overhaul the system or change too much too fast, but you can try to start by connecting email/calendar to HubSpot and logging all outreach.

 

Hope this helps!

Jacob Olle

Marketing Operations Manager

HubSpot Certified Trainer

Create Your Own Free Signature

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1 Reply 1
jolle
Solution
Recognized Expert | Partner
Recognized Expert | Partner

Making sure that the leads are worked

SOLVE

Hey @laiacanalejobas, thanks for reaching out! This is an awesome question.

 

It is essential that you know whether or not the sales team is reaching out to leads, when they reach out, how many times they reach out, and how they're reaching out if you need full-lifecycle reporting. One of the main benefits of HubSpot is that you can easily track that outreach and engagement for anyone on the team to access. If the sales team is willing to manually send an email to the team when they've reached out to a lead, they can absolutely track their outreach in HubSpot. Here's what I recommend:

  • Have all reps connect their emails to HubSpot so you can log email outreach in HubSpot
  • Have all reps log all of their calls and outcomes in HubSpot
  • Have all reps connect their calendar and set up HubSpot Meetings links
  • Define and document the service-level agreements for the sales team (i.e., reach out to leads within 12 hours, follow up at least 5 times)
  • Automatically create tasks for reps to reach out to and follow-up with leads once they have been assigned
  • If you're not using the deal pipeline until a lead has been qualified, use a property like "Lead status" or "Outreach status" that the reps will need to update to indicate whether or not they've made contact
    • For example, you could have "Initial outreach, "Follow-up call 1," "Follow-up email 2," and the like that the rep will update to confirm they're reaching out

It won't take long to see who is logging their activity in HubSpot and who is not. You'll also be able to report on the engagement and sales activities, plus you'll hopefully gather more insight into your sales process and timeline. 

 

I would also create reports based on the contact "Last contacted" property. You can build reports that pull in contacts who have never been contacted ("Last contacted" is unknown) or haven't been contacted for too long "Last contacted" is more than 2 weeks ago). Create a dashboard for stuck/stagnant/unworked leads and make sure that the contact owner is front and center. Make it very clear which leads still need to be worked!

 

You can also consider reassigning leads if they aren't contacted after a certain amount of time. If reps aren't reaching out (or if they are but just aren't logging that outreach), reassignment will hopefully encourage them to do better.

 

Of course, your team structure and company culture will be big influences here. You may not be able to totally overhaul the system or change too much too fast, but you can try to start by connecting email/calendar to HubSpot and logging all outreach.

 

Hope this helps!

Jacob Olle

Marketing Operations Manager

HubSpot Certified Trainer

Create Your Own Free Signature