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A raference for the rest of us - Scott J.

Scott J. A raference for the rest of us - Wiley publishing , 2003. - 387 p.
ISBN: 0-7645-1698-1
Download (direct link): microsoftcrmford2003.pdf
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Although E-mail address and Lead Source are not system-required fields (in red), they should be at least business-required fields (in blue). The E-mail address is on the General tab, and the Lead Source is on the Details tab. Make sure that you enter as much information as you can in the General, Details, and Administration tabs.
Chapter 9: Leads and Opportunities 109
Figure 9-1:
The basic Lead Grid (also known as the Sales: Lead Manager window).
Figure 9-2:
The Lead: New dialog box for a Lead Record.
You can modify an existing Lead by navigating to the basic Lead Grid and clicking on the Lead you are interested in.
110 Part II: Managing Sales
If the Lead you’re interested in isn’t displayed in the grid, you have several options. First, click the Refresh Grid button at the upper-right corner of the Grid. This updates the display and may result in some additional Leads being displayed. If that doesn’t do the trick, check the View you are using. The View field is also in the upper corner of the window and contains several options within its drop-down list to either expand or contract the number of listings you can view (see Figure 9-3).
You may be looking for a Lead that has not been specifically assigned to you. If that is the case, selecting All Leads from the View drop-down list (refer to Figure 9-3) may increase the number of listings in the grid, and the Lead in question may now become available in the grid.
Your Lead also may have been converted to an Account, to a Contact, or to an Opportunity. That’s good news, but it means that you have to look under those Record types for your data. Your Lead may have been disqualified, in which case you may need to refer to the “Resurrecting Leads” section, later in this chapter.
Turning a Lead into an Opportunity
Your goal is to turn all Leads into Opportunities. Leads are, of course, part of the Sales Area and you access them by selecting Leads from the Side Bar of the Sales Area. From the blue Action Bar toward the top of the Leads window, you can select the Convert Lead option. You can choose from among several conversion possibilities, as shown in Figure 9-4.
Figure 9-3:
Expanding the list of Leads.
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Chapter 9: Leads and Opportunities 111
The first three conversion choices in Figure 9-4 are not mutually exclusive. In fact, Figure 9-4 illustrates how to create three related Records from one Lead Record. If you initially created a Lead without establishing any related Accounts or Contacts, you can do it all in one smooth step now.
By selecting the Account option, you create an Account Record for the company to which you are trying to sell something. If this potential sale is directly to a consumer (a person), you would avoid selecting Account, which is a company, and just select Contact. If you are dealing with a company, you can select Contact in addition to selecting Account, in which case the system will create an Account and a related Contact Record for you.
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The third option, Opportunity, actually converts your Lead to an Opportunity. If you also elected to create an Account Record, that Opportunity will be related to it. If you did not create an Account, but did create a Contact, the Opportunity will be related to the Contact. If you had the system create both an Account and a Contact, the Opportunity relates to the Account and so does the Contact.
An Opportunity Record can’t stand on its own without an associated Account or Contact.
Figure 9-4:
Converting a Lead to something better (or not).
Giving Up on a Lead
When you’ve decided you have no hope of generating anything worthwhile from a Lead, you can disqualify the Lead. This is also done in the Convert Lead dialog box (refer to Figure 9-4). When you opt to disqualify a Lead in this
112 Part II: Managing Sales
window by placing a check mark in the Disqualify This Lead check box, all the choices above the check box are grayed out. You should select a reason for the disqualification from the pick list provided and click OK.
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Deleting a Lead is possible but not recommended. Not only are deletions permanent, but deleting a Lead also deletes any attachments or notes that were associated with the Lead. A far better approach is to disqualify the Lead so an audit trail remains if needed. And disqualifying allows you to resurrect the Lead later if the situation changes.
Resurrecting a Lead
Occasionally you get lucky and a Lead that you thought had died comes back to life. Even if your Lead has already been disqualified, you can bring it back without re-entering all the old information. To do so, perform the following steps:
1. Change the default View in the Lead Grid View from My Active Leads to Closed Leads (refer to Figure 9-3).
The formerly disqualified Lead should appear somewhere in the list.
2. Select the Lead in question by clicking it.
The Record for that Lead appears.
3. Click Actions on the Main Toolbar and then, from the drop-down list that appears, select Reactivate Lead.
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