Matt Bertuzzi
Reps are ten times more likely to "contact" a lead if they call within the first hour of the prospect submitting a form. ● Reps are six times more likely to "qualify" a lead if they call within the first hour. (Location 277)
Sales development has a simple formula: RESULTS = (Quantity of Effort x Quality of Effort) - Friction (Location 285)
Sales operations isn't just about making your organization better at bean counting. We are, at our core, friction-reduction engineers and productivity artists. (Location 290)
"The goal of an account-based process is to optimize your sales and marketing resources – time, headcount and budget – by focusing them on the accounts most likely to drive big revenue." (Location 433)
A Better Flow for Lead Assignment Before you jump into configuration, you’ll want to map out the different scenarios. In figure 4.2 below, I’ve shared a simplified example. (Location 487)
A better approach is to let Visual Workflow do the heavy lifting for you. A good flow beats leaving it to reps to properly search and re-route records all day every day. Figure 4.3 represents one way of using Visual Workflow to assign Leads. (Admin Note: this is an autolaunched flow called by Process Builder.) The linked YouTube video will give you a walkthrough and explanation (http://sdrbook.io/flowmql - all lowercase). (Location 505)
IF( CONTAINS(Email, "gmail") || CONTAINS(Email, "yahoo") || CONTAINS(Email, "hotmail") || CONTAINS(Email, "outlook"), NULL, SUBSTITUTE(Email, LEFT(Email, FIND( "@", Email)), NULL) (Location 520)
We can accomplish the first with a formula field and the second with an autolaunched flow. To set the SDR Signal, you’ll create a custom image formula field on Accounts using the record’s last activity date and a custom picklist field called Account Status (more on that in chapter 8). (Location 573)
David Litton is a Solutions Architect at Ad Victorian Solutions. On his blog, Salesforce Sidekick, he details a solution leveraging Process Builder. (https://salesforcesidekick.com/2016/06/27/how-to-create-a-conditional-auto-number-with-just-process-builder/ ) (Location 720)
I recommend breaking leads into two categories: high-priority and other. For high-priority leads, the focus is on speed-to-assignment, speed-to-notification, and speed-to-contact. (Location 762)
"But for high-value leads, go all out. An email plus a push notification plus a text message isn't too much," he added. "What high-value means varies from company to company—maybe it's contact us, start a trial, or request a demo. For these leads, time is of the essence." (Location 775)
If you do follow this process, I recommend excluding any leads assigned on Friday, Saturday, or Sunday. There’s no need to punish a rep for failing to respond at 8PM Friday night or 6AM Sunday morning. I’ll often use a formula similar to this: (Location 808)
Bubble up Reheated Prospects One final thing you might want to consider is when to re-MQL previously "recycled" prospects. I’ve seen many marketing teams deploy "a beautiful mind"-level lead scoring rule to determine when a recycled prospect is, once again, sales-ready. And I’ve seen SDRs barely glance at those leads. "I talked to them awhile back, there’s nothing there," they say. SDRs are dismissive, marketing is irked, and nobody wins. One approach is to re-"MQL" prospects when something suggests they’ve taking a step forward in their buying process. Zoe Silverman, Sales Operations Manager at Yesware, shared her philosophy with me. "Understanding and mapping out your customers' buyer journey is key. You want to be able to monitor where your prospects are within that journey inside Salesforce. Often, companies model based on what they think is happening at a given prospect. That doesn't always accurately reflect what they’re really going through. In the very early stages, when you haven't even had a first call, that might be marketing or digital behavior." (Location 814)
As a first step, you can add a Funnel Stage picklist on the Campaign object. You might use values such as "Top," "Middle," "Bottom," and so on to indicate where the content falls. (Location 831)
Next, you can create a Process Builder off the Campaign Member object. Each time a campaign member is created—where the linked Campaign has "Bottom" as the Funnel Stage and the linked Contact has either "Early" or "Middle" as the Journey Stage—the Process will fire. You might use an email alert to send a templated notification to the Contact’s owner (figure 7.4 below). (Location 837)
These are the pieces that high-researchers and high-actors alike pay attention to before making their first attempt. I’ve taken to calling these the 4Ls. They include: ● Lead Status ● Last Campaign ● LinkedIn ● Location (Location 900)
Nearly every single SDR I spoke with listed these four pieces as central to their pre-call research process. (Location 908)
As a first step, my advice is to limit the number of lead statuses for SDR-owned prospects to six or fewer. This isn't a hard-and-fast rule, but try to avoid the temptation of over-engineering here. The statuses I’ve found most widely applicable are: ● Rejected- not a real lead ● Recycled- returning to nurture/marketing ● MQL- Marketing Qualified Lead, shorthand for sales-ready ● Working- SDR is making outreach attempts ● Reached- SDR has had 1+ conversation(s) with the prospect ● Qualified- passed to an AE as an introductory meeting or qualified opportunity (Location 928)
In many Salesforce instances, the line between "Rejected" and "Recycled" is often muddied. But it needn't be. SDRs should only reject prospects that aren't real buyers (students, competitors, fake names, countries you don't service, etc.) "Moe Szyslak" at Moe's Tavern? Reject the lead. "Jessica Jones" at Alias Investigations? Reject the lead. "Titus Andromedon" at Pinot Noir, Inc.? You get the idea. Your reps should recycle prospects they haven't been able to reach or have reached and remain unqualified. Recycling a prospect isn't a "ding" against marketing. Even the highest performing sales development teams recycle more leads than they qualify. "There’s a very clear line between what rejected and recycled means in terms of holding the demand generation team accountable," shared Alex Turner, Director of Sales Development at Wrike. "As long as that prospect still works at the company and we can sell to them, SDRs shouldn't be rejecting leads." (Location 939)
Marketing tends to be cautious about the reject versus recycle distinction. Often, rejected leads are removed from the count of MQLs passed to sales development, requiring a replacement to achieve their quota. To give all parties a warm fuzzy feeling, you can create a validation rule to prevent records that are in "Working" status from being rejected. Your formula might look like: (Location 952)
A Recycle Reason field gives marketing real value, as SDRs aren't saying this prospect will never buy, just that they won't buy now. You can create a custom picklist field and use a validation rule to require a reason when status is set to "Recycled." You’ll likely add additional options to meet your company’s needs, but common recycle reasons include: ● No contact (set as the default option) ● No immediate interest/need ● Using Competitor A "Recycle or nurture reason is a key field for us," Vanessa Porter, Director of Marketing at SnapApp, told me. "We use it in marketing automation as we determine how to continue marketing to that prospect. Whether an SDR had a conversation with a prospect and they’re just researching, or if they were using a competitor, or even if they never responded to SDR outreach, we use that information to make sure we’re placing them in proper nurture streams." Marketers like Vanessa rely on this intelligence to market to and (hopefully) requalify prospects. Your goal should be to deliver the data marketing needs while also making it easy for SDRs to close the loop. The overwhelming majority of recycled prospects will be ones who didn't respond to SDR outreach. (Location 967)
You can build a quick, two-click process for these "No contact" prospects. First, create a record update action called "Recycle Prospect" and add it to the Salesforce1 and Lightning Experience Actions section of the page layout. Add the Lead Status and Recycle Reason fields and default the values to "Recycled" and "No contact." Next, create a workflow rule to reassign to a marketing queue/user when the Lead Status is changed to "Recycle." This process both prompts reps to provide a reason for recycle and clears the deadwood from their views once they do. (Location 982)
If you opt to have SDRs work from Accounts & Contacts, you should replicate Lead Status on Contacts. You can create a Contact Status picklist field. You can keep consistency between Leads and Contacts by using the same six statuses mentioned earlier in this chapter. You should also consider using an Account Status picklist field on Accounts as well. After all, wouldn't it be helpful to extend your funnel and know how many accounts are being actively prospected? (Location 993)
Let's pick up Pete’s challenge of automating Account Status. As a first step, we need to define our options. You’ll likely want to customize this language, but here’s a starting point: ● Target- a prospect account you haven't attempted to reach ● Cold- a prospect account that hasn't responded to outreach ● Working- an account where 1+ people are being prospected ● Selling- an account with an active selling opportunity ● Win-back- a recent sales loss, cancellation, or non-renewal ● Customer- an account with a recent sales win (Location 1005)
At a high-level, every time a Contact Status changes, you’ll use flow to iterate through all Contacts related to the Account. You’ll build logic into the Flow to determine the most appropriate Account Status. Your logic might resemble figure 9.5 below: (Location 1026)
In the context of the Steve Molis webinar mentioned above, are you instantly clear on what Planned, Sent, and Responded statuses mean? Wouldn't Invited, RSVP’d, Attended, and Active in Q&A be more meaningful? (Location 1072)
Beyond names and statuses, you can serve your reps by turning a Campaign record into a "marketing asset package." (Location 1079)
Turning a Campaign record into a "marketing asset package" doesn't require a ton of effort. At the most basic level, a rep needs: ● A link to the PDF/recording itself ● The elevator pitch, key takeaways, a list of logical follow-up questions ● (Optional) A link to a Google Doc with sample voicemails, emails, tweets, etc. (Location 1086)
You can edit the Campaign Compact Layout to make these fields accessible when hovering over a Campaign Name (Location 1092)
That is a world away from what most reps encounter when scanning campaign history today. Using meaningful language and providing additional context is how we in sales operations enable our users. Take these steps and your campaign histories will build better conversations, not baffle with internal jargon. (Location 1101)
"http://www.linkedin.com/vsearch/p?firstName=" & FirstName & "&lastName=" & LastName & "&company=" & Company & " (Location 1124)
You might be surprised to see location as the final of the pre-call research 4Ls. In my interviews with SDRs, I wasn't expecting it to come up quite so often. But, as they explained it to me, time zones are critical for planning their days for maximum productivity. (Location 1135)
To give your reps the best chance of making contact, I suggest adding one more formula field on Contacts—Account Phone. (Location 1240)
Once a rep books a meeting, asking for the prospect's mobile number should be part of their process. The single best way to confirm an upcoming meeting is with a text message. Everyone—from the ten-year-old next door to the CEO on the cover of Fortune—reaches for their phone when a text comes in. (Location 1255)
There is a strong temptation to ask SDRs to collect "just one more data point" whenever they talk to a prospect. The problem is, over time these just ones add up. You can use three data points as a baseline. Four is fine. Five is borderline. (Location 1267)
Logging Pre-Call Research (Location 1288)
In this example, the key fields your organization cares about might be: ● Which calendar system a prospect is using ● How many conference rooms they have ● Their primary pain point ● Who is leading the project (Office Admin/IT/Sales/etc.) You can create an "SDR Qualification section" on your page layout to house these details. In addition to the fields mentioned above, you might add a SDR Notes long text area to capture additional points of pre-call research (Location 1291)
can tell you that reps are 70% more likely to book a meeting if they tell the prospect about the research they did." Our job in sales ops is to build a framework for turning pre-call research into during-call telling. (Location 1304)
I was working with a client recently who wanted to do something interesting. Their marketing director had come back from Dreamforce feeling inspired. She wanted to house customer stories inside Salesforce and explained her thinking, "My team is writing up all these fantastic customer stories for our website, for our collateral, and for our lead nurturing. We’ve always just told the sales team, ‘Hey, we have a great new story up. Go check it out.’ But we’ve never put them at reps’ fingertips." Her goal was not only get these stories into Salesforce, but to also make it easy for reps to put them into use. To accomplish this, we built a Customer Story custom object (Location 1310)
This solved the first challenge of getting these stories centralized into Salesforce. But the second goal, making them accessible as part of an SDR’s daily workflow required something more. (Location 1322)
To review, our Contact Status and/or Lead Status options include: ● Rejected ● Recycled ● MQL ● Working ● Reached ● Qualified (Location 1369)
In chapter 8, we created a [Recycle Prospect] button to prompt reps to provide a Recycle Reason. Alternatively, we could have used Path. Clicking on the "Recycled" status brings up the key fields for this stage and customizable text guidance (figure 13.1): (Location 1377)
Here’s a simple, if a tad radical, suggestion: automate lead statuses. Well, to be more accurate, automate when a prospect should move from "MQL" to "Working" and from "Working" to "Reached." (Location 1414)
Believe me when I say, those forty-five words are a game changer. We’ll return to Doug’s solution in the next chapter. But before we do, we need to discuss several fields that are central to activity reporting. In the rest of this book, I will refer to the following fields: Disposition- an Activity custom field that reflects the outcome of a given call. You can customize this to the terminology your organization uses. But I tend to stick with these: VM: left a voicemail No Result: a live conversation that didn't move the sales process forward Referral: a live conversation when the SDR was referred to another party Next Step: a live conversation that did move the sales process forward Ghost: a call where a voicemail was not left Email: email sent (Location 1440)
IsConnect- an Activity custom checkbox formula field. The formula references the Disposition field to return TRUE for a live phone conversation (i.e., No Result, Referral, Next Step) and FALSE for everything else. This field is particularly important in connect and connect rate reporting. Last Attempt Date- a Lead or Contact custom date field. You might ask, why not use the standard Last Activity Date field? Well, because it is too easily polluted. Email syncing and marketing automation systems are constantly logging form submissions, email opens, and links being clicked. Each of these creates a new task and updates the last activity. This makes it difficult for an SDR to quickly orient to when the last human activity took place. This is a key field for building cadences, which we’ll discuss shortly. Last Connect Date- another Lead or Contact custom date field. Like the field above, you’ll use this to track the date of the most recent human activity that resulted in a live phone conversation. # of Attempts- a Lead or Contact custom number field for tracking the number of attempts made by an SDR. This field is particularly important in meeting and reporting on lead follow-up Service Level Agreements (SLAs). These five fields are invaluable for SDR leadership to effectively evaluate and coach reps. And as you’ll see in the next chapter, we can use advanced automation to populate them all. (Location 1452)
This Process has four nodes and utilizes "Evaluate the Next Criteria" to run through them in order. Figure 14.2 shares a brief summary of how it operates: (Location 1483)
First, recall the "Connect Rate by Hour" reporting we covered in chapter 10. That report isn't possible without your Disposition and IsConnect fields. Or say you wanted to report on the Service Level Agreements (SLAs) between marketing and the SDRs. You might have an SLA that states: ● "MQL" prospects must have at least one attempt within one day ● "Working" prospects must have a recent attempt within one month ● "Reached" prospects must have a recent connect within one quarter To report on this, you can create a formula to track SLA compliance based on our custom fields. Your Missed SLA? field’s formula would be: (Location 1530)
Lightning, you can finally(!) build a user experience that enables, and not encumbers, your reps. All without custom code and development. There are three pieces to this puzzle: Customized Lightning Pages Custom quick actions Process and cadence (i.e., the number and rhythm of attempts your reps make) (Location 1593)
As you can see, I’ve preset the Subject with a formula and defaulted the Disposition to "VM." In the example above, if you left Reed Hastings a voicemail, it's two clicks and you’re done in under four seconds by my stopwatch. (Location 1614)
My advice is to leverage automation and avoid the open tasks trap entirely. Your reps should be logging calls, sending emails, and setting (important!) follow-up tasks as a matter of course. But automation should lead reps down the best path, providing structure and guidance. Specifically, your reps should use fields on records (Leads and Contacts)—not Tasks—to surface whom to call next and when to call them. (Location 1638)
A better approach is to monitor overdue Leads, not overdue Tasks. (Location 1655)
"I prefer to see reps working from list views. They can sort by the next time a rep plans to call with today’s due leads at the top. They can see the date of their last activity and any ‘SDR Next Step’ notes. They can filter by lead source, campaign, or time zone. None of this requires leaving leads and fumbling with open activities." (Location 1685)
Inside Process Builder (figure 16.3), you can use a formula to set the Next Action Date field. TODAY() + CASE( MOD( TODAY() - DATE(1900, 1, 7), 7), 4, 4, 5, 4, 2) (Location 1721)
Let's recap by way of an example. Say a rep comes in Monday morning and finds a brand new "MQL" assigned to them. They leave a voicemail and log a call via an action. Thanks to all your hard work, five things will now happen automatically: (Location 1730)
The absolute bare minimum number of attempts to contact at least 50 percent of your leads is 6. The average rep’s performance? Between 1.7 and 2.1 attempts before they give up. (Location 1788)
"For a high-priority lead, like a trial, there should be a high volume of attempts. With someone who downloads an ebook and are much earlier on in their buyer’s journey, fewer attempts might be more appropriate. We don't want the SDR coming at them like a ton of bricks. It's about using logic and data to find the optimal approach." (Location 1794)
You can create a report of all records that are in either "Qualified" or "Recycled" status. (You don't want to skew the data with prospects that reps are still working.) (Location 1799)
There are four key components to the qualification and handoff process: Assigning meetings to the correct account executives (AEs) Ensuring that qualification criteria are met Passing the meeting itself Closing the loop, post-handoff (Location 1822)
Let's just pause for a moment to reflect on how impressive the Visual Workflow engine is. Two years ago, automation like this was 100% (Location 1901)
It might look like figure 18.2 below. If the criteria are met, the formula returns a green handshake. And if not, a yellow warning icon. IF( ISBLANK(TEXT(of_Conference_Rooms__c)), NULL, IF( ((ISPICKVAL(of_Conference_Rooms__c, "< 5") || ISPICKVAL(of_Conference_Rooms__c, "6-15")) && NOT(ISBLANK(Primary_Pain__c) || ISBLANK(TEXT(Calendar_System__c)) || ISBLANK(TEXT(Job_Function__c)) || ISBLANK(Consequence__c)) && ISPICKVAL(Budget_Money__c, "Yes, matched")) || ((ISPICKVAL(of_Conference_Rooms__c, "16-30") || ISPICKVAL(of_Conference_Rooms__c, "31+")) && NOT(ISBLANK(Primary_Pain__c) || ISBLANK(TEXT(Calendar_System__c)) || ISBLANK(TEXT(Job_Function__c)))), IMAGE("/logos/Custom/Handshake_Green/logo.png", "Green", 20, 20), IMAGE("/logos/Custom/Triangle_Yellow/logo.png", "Yellow", 20, 20) )) (Location 1939)
In this example, you can see that the "Win Rate" is much higher for prospects with a greater # of Conference Rooms—nearly triple that of those with fewer than 16 rooms. (Location 1969)
I feel very strongly that the third approach, Opportunities, is the best choice as it allows for easier SDR hand-off, better AE workflow, and more accurate reporting. (Location 1989)
After a successful meeting, AEs are a few clicks away from promoting a "Pre-Opportunity" to a real one. Figure 19.1 compares the "Pre-Opportunity" with the full, familiar Opportunity. (Location 2012)
Notice how differently those two records appear. Different stages, different related lists, and different components on the page. There’s no amount, no close date, no products, etc. This is a feature, not a bug. (Location 2016)
Assuming your SDRs are working Accounts & Contacts, you’ll want to ensure that Opportunities can only be created from Contacts. Not from the Account. Not from the [New] button on the Opportunity tab. And not from <shudder> Quick Create. This is somewhere between a "best practice" and Salesforce admin commandment. Opportunities that aren't created from Contacts—or Leads—muck up the reporting chain royally. (Location 2098)
This does a few important things. It creates a contact role, brings over campaign history, and allows for campaign influence measurement. We all know that the marketing funnel is long and multi-touch. The best way to evaluate campaigns is to track everything that happens in the lifetime of a lead. You can't do that without a connection between the opportunity and contact." (Location 2106)
Today, the process to create an Opportunity from a Contact includes: ● Navigating to the related list ● Clicking for a [New] Opportunity ● Indicating you indeed intended to create a "New Opportunity" ● Creating the Opportunity itself; including selecting the correct Account (why!?!) and filling the relevant fields ● Selecting the role of the Opportunity Contact Role (Location 2117)
My recommendation is to go 100% automated with an autolaunched flow. You might add a Create SDR Pre-Oppty checkbox on the Contact object that, once checked, uses Process Builder to call a flow. Or you might fully automate the new "Pre-Opportunity" when the Contact Status reaches "Qualified." (Location 2128)
Creating Opportunities on lead conversion is a much smoother process out of the box. The SDR would select a converted Status, match or create a new Account, and name their new Opportunity. Easy peasy. (Location 2152)
You should also add a custom summary formula to the report that divides your IsAccepted field by the total number of records: (Opportunity.Accepted_by_AE__c:SUM / RowCount) (Location 2236)
An SDR’s "My Opptys Created QTD" report might look like the figure 20.6 below. With this report, an SDR can orient quickly to where their deals sit and the impact they’ve had. (Location 2262)
You also might compare acceptance rates across account executives. There will be natural variation. But with formal qualification criteria, and the benefits of passing meetings round-robin, acceptance rates shouldn't vary too widely. (Location 2265)
Timestamp Everything (Location 2353)
How many days until the MQLs are picked up by an SDR? How long from accepted opportunities to wins? And so on. This gives you full A-Z visibility, not only duration but the fall-off between stages." (Location 2365)
You have a few options. One, you can use automation to sync date fields between objects. Visual Workflow is one way to traverse Contact Roles and update the Contact object when an Opportunity changes. Option two, use a 3rd party tool. Full Circle Insights is an amazing, paid app on the Appexchange which elegantly solves this issue. (Location 2388)
Today, I prefer to use Process Builder to consolidate many workflow rules into fewer processes. You’ll have one on Contacts and one on Opportunities. (Note: if your reps are using Leads, there’s a third.) Before building the automation, you’ll want to create two custom fields for each timestamp. A date field will catch the date of the stage change and a formula checkbox field will return unchecked (FALSE) when the corresponding date field is blank. You’ll use the former to calculate days between stages and the latter for absolute values and ratios. For a formula, you can use something like: (Location 2396)
If Your Date field is blank—ISBLANK equals TRUE—then return the opposite: FALSE. And vice versa. Putting it all together, you can create a "Sales Operations" section on the Contact (figure 22.2 below) and Opportunity page layouts: (Location 2404)
Measure Marketing Impact (Location 2417)
RESULTS- number of MQLs delivered, number of resulting meetings, total pipeline sourced by marketing ● OBJECTIVES- Disqualification rate, MQL-to-meeting rate, recycle reasons, and so on ● ACTIVITIES- attempts per MQL, MQL-to-working rate (Location 2434)
Or say that marketing is concerned with the speed of "MQL" response. Perhaps an initiative has been underway to increase the percentage of "MQLs" with a first attempt on the day they’re assigned. Since you’re already tracking MQL Date and Working Date, this is an easy task. (Location 2449)
How many of the MQLs did we reach? ● How many became meetings? ● How many opportunities and how much pipeline did we source? ● What was the velocity (speed in days) from MQL to meeting? And from meeting to win? Now that you’ve built checkbox and date timestamps, you can accomplish just that. (Location 2475)
You can calculate Days to Reached duration, Days to Qualified duration, and separately Days MQL to Pre-Oppty (figure 23.6 below). With the addition of these duration fields, you can deliver the velocity data that marketing needs to make informed decisions. (Location 2491)
"Fundamentally there are two different types of dashboards appropriate for SDRs: working and output. Both are important, but serve different ends. The working dashboard answers ‘what am I supposed to do today, this week, or this month?’ This includes new leads, overdue tasks, and so on. The results dashboard answers ‘how am I doing against my goals?’ It can include activities, meetings versus goal, and pipeline impact—number of accepted opportunities and amount of pipeline sourced." (Location 2542)
Build a Team Leaderboard (Location 2585)
To make for better coaching conversations, managers need to be empowered with their ‘sales equation.’ Knowing that you’re x number of deals away from quota is one piece of that. But how do reps know what they need to do in order to get to their number? How do they know how they’re performing compared to peers or compared to company benchmarks? The idea of the sales equation is to define the key dials that managers should be tracking and share them with the reps themselves." (Location 2660)
Looking at an "Average Days" report (figure 25.3 below), it's clear that Josh’s average duration between "Reached" and "Qualified" is much longer than his peers’. Is it a closing issue? Is he failing to effectively overcome objections? (Location 2671)
To build this report, you can add a "3MMA" custom summary field with the syntax below. The formula adds the current month, the month prior, and the month before that and then divides the total by three to return the moving average. (Lead.Number__c:SUM + PREVGROUPVAL(Lead.Number__c:SUM, Lead.MQL_Date__c) + PREVGROUPVAL(Lead.Number__c:SUM, Lead.MQL_Date__c, 2)) / 3 There’s one more trend trick that you should have in your back pocket. Namely, reporting on change in trend. (Location 2697)
Returning once again to our new "MQLs" reporting, we knew that the 3-month moving average was steadily increasing. But with your change in trend reporting, in figure 25.6 below you can see that the rate of that increase is accelerating. (Location 2708)
Your formula for this custom summary field should resemble: ((Lead.Number__c:SUM + PREVGROUPVAL(Lead.Number__c:SUM, Lead.MQL_Date__c) + PREVGROUPVAL(Lead.Number__c:SUM, Lead.MQL_Date__c, 2)) / 3) / ((PREVGROUPVAL(Lead.Number__c:SUM, Lead.MQL_Date__c) + PREVGROUPVAL(Lead.Number__c:SUM, Lead.MQL_Date__c, 2) + PREVGROUPVAL(Lead.Number__c:SUM, Lead.MQL_Date__c, 3)) / 3) - 1 (Location 2713)
Deliver "Do or Die" Data (Location 2722)
As a starting point, your "SDR Impact this Quarter" dashboard might include: ● Number, percentage, and $ value of SDR-sourced Opportunities ● Leaderboard of top three SDRs ● Pipeline breakdown (won, lost, and open) ● Pipeline growth over time (Location 2736)
The moral of this charming anecdote is that over-engineering is tempting and, without an effort towards thrift, waste and excess will run rampant. The real story is a bit more nuanced. (Location 2786)
This formula says that if either the Account Status is "Open" or the Last Activity Date was more than thirty days ago, show the green checkbox icon. Otherwise, show the red triangle one. (Location 581)
The challenge for us in sales operations is to balance notifying reps of new leads and alerting them to high-priority (get up and go!) leads. Let's be honest, flooding a rep’s inbox with new lead emails can be a distraction. That's why I recommend taking a notify on high-priority only approach. Kyle Smith is an inside sales consultant on my team. I asked him to share his philosophy on notification. "Don't send an email for each new lead. First, it pulls reps out of Salesforce. And second, if they glance at their phone notification, it's too easy to get distracted by Twitter, Facebook, etc. Most reps refresh their list views religiously and won't ever miss a new lead." "But for high-value leads, go all out. An email plus a push notification plus a text message isn't too much," he added. "What high-value means varies from company to company—maybe it's contact us, start a trial, or request a demo. For these leads, time is of the essence." (Location 769)