Lead management involves generating leads, processing them through various stages, qualifying them as opportunities, and ultimately converting them into sales. The document outlines the typical lead lifecycle and identifies gaps in the current process such as lack of data analysis and duplicate leads. It proposes improvements like linking the website to an interactive voice response system, promptly contacting hot leads, and upselling or cross-selling additional products. The goal is to advance the lead generation unit to higher levels through enhanced lead processing, relationship building, opportunity development, and analytical feedback.

1. Lead Management
A unit and frontend to your Organization

2. What is Lead Management?
Lead Management
is
Opportunity Management
Lead Generated
Developed into
opportunity
Conversion or Closure

3. Lead Life Cycle
• Multiple source point
• Capture Lead
• Delegate Lead
Lead
Generation
• Lead Optimization
• DNC, Duplicate Lead,
Lead in process, NI or
conversion?
• Establish Contact
Process Lead • Lead Qualifies?
• Open Opportunity
• Present, Propose
Establish
Opportunity
• Connect to Lead.
• Confirm product
• Register
Conversion

4. Current scenario
• Multiple source point
• Capture Lead
• Delegate Lead
Lead
Generation
• Lead Optimization
• DNC, Duplicate Lead,
Lead in process, NI or
conversion?
• Establish Contact
Process Lead • Lead Qualifies?
• Open Opportunity
• Present, Propose
Establish
Opportunity
• Connect to Lead.
• Confirm product
• Register
Conversion

5. GAPs
1.Analyzed data.
• Churn and read the data.
• DND scrubbing.
• Optimizing,
• Categorizing and
• Segregation of Lead
2.Eliminating
• Duplicate,
• In progress,
• Not interested,
3.Establishing contact
• Spontaneous attention.
• Alternate medium attention (Text, Email, Etc).
4.Lead Qualification
• Check qualification for all product.
• Gather basic info to build a history .
5.Presentation and proposal
• Comfort the lead.
• Present the solution
• Spell the product
6.Data bank of course and teachers
• Offline availability of current available data.
• Regular update of information into the
knowledge.
7.Skill development
• Psychological connect with Lead
• Sales pitch
• Cross sell and up sell.

6. How Lead Management Unit can progress
(Current)
• Analysis of data.
• Segregation and categorizing of leads.
• Scope building. (by product listing)
• Connect with Lead. (compassion and patience)
• Gather info from Lead.
• Correct sales pitch.
• Up selling and crossing.
• Follow up.
• Feedback.

7. THE WAY FORWARD
Next Level Lead Generation Unit

8. Line items for LGU
Lead
Processing
Connect with
Lead
Record history
Conversion
Lead to Sales
Analysis of
records
Lead Processing
1) Acknowledge the receipt of interest.
2) Link website to IVR.
3) Contact while the Lead is Hot.
4) Connect with firm compassion.
5) Upsell and cross sell.
6) Analysis of Lead.
7) Analysis of Lead opportunity.
8) Follow up to closure.
9) Actions on none-closure.
10) Offline databank.

9. Acknowledgement
• Acknowledge and Confirm Leads
received through any non-confirmed
medium.
• Auto push Email.
• Link back delivery report to Lead and
eliminate junk email IDs.
• Auto push SMS.
• Link back delivery report to Lead and
eliminate junk email IDs.
• Autodialer calling.
• Play the recorded message.

10. Link website to IVR.
• Register an appointment.
• “Click to call” feature with
spontaneous call back.
• “Call me back” feature with
schedule.
• Register lead through IVR.
• Provide product information
through IVR.
• Register participant with
autodialer.

11. Contact while the Lead is Hot
• Utilize recollect memory.
• Connect within 2hrs to 24hrs.
• Offer to listen.
• Build opportunity.
• Nurture the opportunity.
• Connect if multiple attempts
needed (not bugging).

12. Connect with firm compassion
• Compassionate listening. Acknowledge “I am with you.”
• Empathy to their ‘pain’.
• Console solution is available.

13. Upsell and cross sell
• Assess qualification.
• Identify scope.
• Establish opportunity.
• Present solution.
• Cross sell prospective solution.

14. Analysis
• Analysis of leads generated.
• Analyze lead opportunity.
• Asses gaps in opportunity and
product available.
• Close loops gaps
• Update sales scripts.
• Refresher training
• Feedback to web team.
• Update / upgrade technology.

15. Health check – process
• Internal feedback
• Process complexity for sales and CSR
• Support and training for staff.
• Infrastructure updation.
• External feedback
• Communication - Scale it
• Time and relevance of information
received
• Any suggestion to improve.

17. About the Presenter
The presenter, Miss Romi Bhattacharjee is a professional with sixteen years of experience in
promoting Customer Experience and administering Service Delivery. She leads remodelling of
processes for improvement, redefining efficiency with automation, strengthening Brand Image
through service quality at all touch-points and hands-on experience with start-ups and new
operations.
She is a certified COPC Implementation leader, with Expert Trainer (TTT) from American TESOL
apart from her certification as Digital Evidence Analyst from Asian School of Cyber Law, MBA
from Symbiosis (SCDL), Dip Textile Designing and a graduate in Computer application from I.T.
College.
As her social responsibility, she trains people on "How to be happy" as a Happiness teacher of
the Art of Living organization and to corporates sector training staffs for high productivity and
efficiency.

18. at romi.bhattacharjee@gmail.com
Hey!