Page Comparison

...

After following the prioritization list above, address remaining score-ups based on their “MQL Date.” Make sure to work the MQL queue from oldest to most recent MQL date. You can To do so by sorting , sort the list view by MQL date the “MQL Date” column in ascending order. Demo requests should be handled from oldest “SFDC Demo Request Date” to most recent, to . To do so, sort the list view by SFDC the “SFDC Demo Request Date Date” column in ascending order.

Lifecycle Statuses

Before you begin creating Stage 0 opportunities from the MQL queue, it is helpful to mark appropriate leads leads should be marked appropriately with a “recycle” or “refer-to-retail” lifecycle status.

• Use the The “recycle” lifecycle status whenis used for:

  • A B2C title MQL scores Content Score-up.

  • A Demo Request that comes in with a “Contact Us” message indicating that they are seeking support. (Example: “My team members are having issues logging into Relias.”)

• Use the The “refer-to-retail” lifecycle status is used when:

  • A B2C title MQL requests a demo.

  • A Demo Request comes in with a “Contact Us” message indicating they are going to use Relias for personal learning. (Example: “I need to sign up for continuing education.”)

• ONLY use the The “junk” lifecycle status is ONLY used if:

  • You see an An MQL that clearly appears to be a bot completing a Demo Request form. (Example: A lead with the name “dfsdsd sdfsddfs” and a “Contact Us” message that reads “xcvbvvvbfgfggf”)

  • REMEMBER: The junk lifecycle status will trap a lead. Once you mark an MQL is marked as junk, it cannot re-MQL and return to the MQL queue.

...

Opportunities are assigned to Account Executives (AE), Account Managers (AM), or Business Development Representatives (BDR) based on vertical, employee count, state/province, and whether the MQL opportunity is a Content Score-Up or a Demo Request.

...

In the case that there is an open Marketing Originated Opportunity, you should not create a new opportunity should NOT be created. Instead, add the MQL will be added to the open marketing opportunity either by conversion (New Name MQL) or adding a contact role to the opportunity (Contact MQL). Be sure to assign the MQL The MQL will be assigned to the owner of the open marketing opportunity. Add a message to the “chatter” section of the opportunity and tag the opportunity owner. Use the following message as a template: “@Meaghan Kenney a new MQL has been added to this opportunity.”

If there are any other open opportunities that are NOT Marketing Originated, you should create a new opportunity will be created and assign it assigned accordingly.

Opportunity Assignment: Using the Territory Map

When you have there is a new name MQL that does not belong to an existing account, you will need to assign the Demo Request or Content-Score Up opportunity based will be assigned based on vertical, company size/employee count, and state/province.

• Company Vertical

  • AE, AM, and BDR territories are separated in part by vertical. Our verticals are Behavior and Community Health (BCH), Acute (ACU), and Post-Acute Care (PAC).

  • Be sure to double check that the vertical that appears on a lead record is correct Verticals should always be checked for correctness before conversion. This can be done by looking into company information on ZoomInfo, LinkedIn, and the company website.

  • REL cannot be used as a vertical when converting a lead. This should always be changed to BCH, ACU, or PAC before conversion.

• Company Size/Employee Count

  • Territories are also separated by company size/employee count. For PAC and BCH, company size will be determined by employee count. However, ACU organization size will be determined by bed count.

  • Accounts fall into four categories for size based on employee or bed count: Rest of Market (ROM), Small Business (SMB), Mid-Market (MM), and Enterprise (ENT). The Acute AE’s work a hybrid model, new business representatives cover both SMB and MM with separate reps for only ENT.

  • Employee count is determined first by viewing the company’s LinkedIn page, then the company’s website, or by collecting the information from ZoomInfo. ZoomInfo is typically used as a last resort since it tends to be incorrect.

  • If an employee count cannot be found, it is sent by default to the SMB team.

• Company Size/Employee Count Thresholds by Vertical

...

Assignment based on all three factors above can be done using the territory map. The territory map is obtained from the Sales Operations Team about once a month. Always ensure you are using the The most recent territory map should always be used for opportunity assignment.

...

Here is a quick snapshot of the ROE’s for opportunity assignment. Once you are familiar with the rules for opportunity assignment, this is an easy cheat sheet!

...

Wound Care MQLs

Our Wound Care BDR Team will handle handles all MQLs and opportunities with a last touch attribution of wound care. This includes Demo Requests. Here are some items to remember when handling wound care MQLs:

• Any Demo Request or Content Score-Up with a last touch attribution of “wound care” should be sent to a wound care BDR. Use the The WC territory map should be used to determine the appropriate representative.

• Only B2B leads should be sent to the wound care team. Mark B2C wound care leads will be marked as “refer-to-retail.”

• Follow standard Standard ROE for open Marketing Originated open wound care opportunities should be followed.

Nurse.com MQLs

Nurse.com leads will typically come in to the MQL queue as a Demo Request. Similar to wound care leads, these will be sent over to a specific team, which would be digital advertising. All nurse leads will be sent to Conor O’Shea on that team. Here are some guidelines for managing Nurse.com leads:

• Any MQL with last touch attribution of Nurse.com is sent to Conor O’Shea and is distributed to the digital advertising team accordingly.

• Although Lead Operations has access to the territory assignments for digital advertising representatives, nurse leads should still only be sent to Conor unless told otherwise by Sales Operations.

• Follow standard Standard ROE for “recycle” and “refer-to-retail.” retail” is followed for for Nurse leads. B2C titles should be marked as refer-to-retail, and support requests should be recycled.

• Follow standard Standard ROE should be followed for open Marketing Originated open nurse opportunities.

Support MQLs

...

• Support leads will come in to the MQL Queue with a source detail that beings with “Case.” This can include Case-Academy, Case-Nurse, or Case-Wound Care.

• These leads WILL NOT include any campaign attribution outside of “source” and “source detail.” Do not update the campaign attributionLast touch attribution should NOT be changed.

• Support leads should be assigned to a BDR according to state/province, vertical, and company size. Use the The territory map will be used to determine who would be the appropriate BDR.

• Support leads will likely come in with less information than a standard lead. Try your The Lead Operations team will try their best to gather the most important information (vertical, phone or email, and company name) before assigning the opportunity.

...

Any Content Score-Ups that have last-attribution pertaining to compliance (ie. Compliance Management, Managed Services, Policy Pro) will go directly to the GRC BDR. The GRC BDR can be found on the territory map. This ONLY applies to Content Score-Ups on prospect accounts, GRC BDRs should not receive demo requestsreceive demo requests or customer opportunities.

PointClickCare Contact MQLs

Occasionally, there will be demo requests or content score-ups on a contact record that is on the “PointClickCare Technologies” account. Since this account is both a customer and a partner, creating opportunities on these contacts can be tricky. Follow the rules below for the three different scenarios you may encounter:

• PointClickCare Contact Belongs to Another Existing Account

  • At times, a PointClickCare contact will have an email on their contact profile that does not match the email/website domain for the PointClickCare account.

  • If the email matches a separate existing account, the contact should be moved to that account and the contact owner should be changed to the separate existing account’s owner.

• PointClickCare Contact Needs New Account Created

  • Some PointClickCare contacts will have emails that do not match any of the existing accounts in our Salesforce database and instead would need a new account created.

  • In this case, a Sales Ops ISR should be submitted containing the new account (company) name, account vertical, company size, employee count, and state.

  • The ISR should specify that a new account and opportunity need to be created.

• Unable to Determine if Contact is a PointClickCare Contact

  • At times, it will be difficult to deduce whether or not a contact does or does not belong to the PointClickCare Technologies account.

  • In this case, a PointClickCare opportunity should be created and sent to the appropriate BDR with a chatter message explaining the need for investigation.

Helpful Tidbits to Remember

Last Touch Campaign Attribution Information

Always check that the The last touch campaign attribution information has populated should always be checked on the lead or contact profile to ensure it has populated prior to conversion or opportunity creation. If you do not see there is no last touch attribution on a lead or contact, the Lead Operations team should investigate a bit further to understand why this may have occurred.

• If it is an MQL that scored up through email clicks, attribution may not have been captured. This MQL can be recycled.

• If an MQL has interacted with an asset older than two years, attribution information may not populate. Take a look at The Lead Operations team will view the MQL’s campaign history and reach out to Chrissey or the appropriate parties (Customer Marketing, Demand Generation etc.) to figure what the attribution should be.

Attribution information MUST be populated or manually updated before conversion or opportunity creation. The opportunity created will not have any attribution information if it does not exist on the lead.

• Only manually update the The last touch attribution if you know for attribution should only be updated if Lead Operations is certain sure what the information should be. If it is indeed a marketing lead, the source in attribution should be Source=Marketing.

• If the attribution information cannot be found or there appears to be a system error that is preventing attribution information from populating, Lead Operations will submit an ISR to the RevTech Team.

...

• When a duplicate lead records comes in to the MQL Queue, you there will see be a notification at the top of the lead record which notifies the user that a duplicate lead exists. Always view the duplicatesThe duplicates should ALWAYS be viewed.

• Review the The duplicates should be reviewed thoroughly to ensure they are truly the same person (ie. similar emails, phone numbers, and company information, not just the same name.)

• Always use the The lead record with an MQL lifecycle status and the most recent MQL date should always be used as the primary record.

• If there are differing emails or phone numbers, but you are certain the duplicate records are definitely the same individual, be sure to copy down this information as you can only save this information should be copied down as only one email or phone number number can be saved per record.

• Add the The differing information will be added to the lead record’s “Contact Us Message” with the following message: “Lead Source Note: Potential alternate email meaghankenney@gmail.com.”

...

• Similar to lead records, contact records will also show a notification of duplicate records existing. Always view the duplicatesThe duplicates should ALWAYS be viewed.

• The same process that is used for duplicate leads, should be used for duplicate contact records.

• When a lead is converted to a contact on an existing account, review the “Related Contacts” section on that account should be viewed to ensure a duplicate contact was not created. Merge the contacts Contacts should be merged as needed.

• If there are differing emails or phone numbers, but you are certain the duplicate records are definitely the same individual, be sure to copy down this information as you can only save this information should be copied down as only one email or phone number can be saved per record.

• Add the The differing information should be added to the lead record’s “Contact Us Message” with the following message: “Lead Source Note: Potential alternate email meaghankenney@gmail.com.”

...

• If a duplicate account is accidentally created upon conversion, a Sales Operations ISR needs to be submitted to request that the accounts be merged.

• Always Lead Operation should always be sure to check that a company does not currently exist as an account prior to conversion to avoid this issue.

...