Why is lead management so important?

Efficient Workflow:

Effective lead management ensures that leads are properly tracked, organised, and followed up with. This streamlines the workflow and ensures no new enquiries are overlooked or neglected.

Improved Conversion Rates:

With proper lead management, you can nurture leads through personalised communication and timely follow-ups, increasing the likelihood of converting them into customers.

Customer Satisfaction

A well-managed lead management system allows you to provide a better customer experience. Prompt and personalised follow-ups demonstrate your commitment to them, building trust and confidence in your business. This positive experience can differentiate your business from competitors.

Data-Driven Decision Making

Lead management software provides valuable insights and analytics on lead sources, conversion rates, and other key metrics. By analysing this data, you can make informed decisions about marketing strategies, resource allocation, and areas for improvement in ‘funnel and pipeline’

Our top tips for effective lead management

• Know you’re objectives
• Have a strategy to achieve them
• And a plan of action to get results fast
• Make sure your telecoms is set-up for best results (AA, IVR, call waiting, call diversion and VM)
• Use a CRM application to capture and manage lead data
• Ensure all staff dealing with new enquiries have basic sales training
• And they know what to say when, how and why (give them protocols to follow)
• Have up-to-date product/service information ready to post/email/send along with
• Relevant communications templates for initial enquiries, follow-ups and keeping in touch

Secret shoppers

Devise a secret shopper exercise to simulate at least ten valuable enquiries and test and evaluate your business’s response. Fix issues fast, as they will cost you opportunities.

Keep Sales Staff Up-to-date, Motivated and Engaged

We include receptionists as sales staff as they are your potential customer’s first point of contact.

Regular meetings are a great way to ensure everyone is on page and knows what they’re doing AND WHY!

Develop ideas with the team to measure success and how to understand and react to underperformance, including seeking advice and support as soon as possible.

Call Handling Procedure

• Always follow best-practice call-handling protocols (see below)
• Capture key information at the start of the call, including their name and why they are calling.
• Provide initial information/answers (or) put them through to your salesperson or suggest you get someone to call them back ASAP if that person is unavailable.
• Capture their contact details in accordance with GDPR and send them your enquiry pack via email (digital version) AND post (printed version).
• If there are no further developments since the initial call follow-up, and if you don’t speak to them in person, leave a message AND send a follow-up email.
• Repeat every five days two further times, then
• Use your CRM (Customer Relationship Management) system to send update emails every month (if GDPR permits).

Call handling training

Call handling training is vital as it makes it easier for the team to help prospective customers and sound professional.

Training can include learning what to say, when and why; however, we do not advocate using scripts as speaking from prompts sounds much more natural as prompts can be learnt to ensure essential information, including your practice’s USPs (Unique Selling Points) are covered.

CRM Applications

Using an easy-to-use modular, scalable system with 5* support is essential.

There are many options out there, so simply google ‘CRM for small businesses’ and see what you can find out.

The ones to watch out for are Salesforce and Zoho CRM.

For more information about easy ways to refine your call handling either request call back or call us on +44 (0)1242 357085