The Lead Management in SugarCRM Series outlines everything you need to know about lead management in SugarCRM. Part 1: Lead Statuses Lead statuses outlines details about the default lead statuses, definitions, defining custom statuses and the processes that goes with changing the definitions.

1. Lead Management in Sugar 7
Lead Status
Written by: Josh Sweeney and Briana Gross

2. 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.

3. DEFINING LEADS
In SugarCRM and most CRM
systems a Lead is generically
defined as unqualified data.

4. 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.

5. DEFINING LEADS
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.

6. DEFINING LEADS
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.

7. DEFINING LEADS
Account
Contact
Opportunity
Unqualified
Data
Lead Conversion is the process of converting unqualified data, a lead, to
qualified data including an Account, Contact and Opportunity.

8. DEFINING LEADS
The lead conversion process determines and
defines when a sales person should consider
a lead qualified and then convert.

9. DEFINING LEADS
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.

10. DEFINING LEADS
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.

11. DEFINING LEADS
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.

12. 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.

13. STATUS DEFINITIONS
New This stage indicates that the lead was just
received or entered into SugarCRM.

14. 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.

15. 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
In Process
from new and assigned to an individual to follow up on.
In process means that the user it was assigned to
has taken ownership as well as taken the first action
to qualify the lead.

16. 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 The conversion process often triggers the
creation of a Contact, Account and Opportunity.

17. 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
In Process In process means that the user it was assigned to has taken
Converted The conversion process often triggers the creation of a Contact,
Recycled
from new and assigned to an individual to follow up on.
ownership as well as taken the first action to qualify the lead.
Account and Opportunity.
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.

18. 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
In Process In process means that the user it was assigned to has taken
Converted The conversion process often triggers the creation of a Contact,
Recycled Recycled Leads are often moved to the status of Dead for various reasons.
Dead
from new and assigned to an individual to follow up on.
ownership as well as taken the first action to qualify the lead.
Account and Opportunity.
Often times the lead is later recycled so that lead nurturing can be conducted.
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.

19. 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.

20. 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.

21. LEAD STATUS CUSTOMIZATION
In the Dropdown Editor, select the lead_status_dom

22. LEAD STATUS CUSTOMIZATION
Should the business decide to change the lead
statuses they should also define what each status
means.
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.

23. SKIPPING THE “LEADS” STAGE
Some situations may have a user skip the Lead
and Lead Conversion process altogether.
In situations where a sales person receives 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.

24. HAVE QUESTIONS?
Contact Us
sales@atcoresystems.com