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Update crm.md #10298

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Jan 9, 2025
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Update crm.md #10298

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21 changes: 21 additions & 0 deletions contents/handbook/growth/sales/crm.md
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Expand Up @@ -84,6 +84,27 @@ Any user who submits a “contact sales” form on our website shows up as a lea
- Round Robin Within Territory: Leads are assigned in a round-robin fashion to the AEs who own that territory, ensuring equal distribution among them.
- Reassignment Logic for Returning Leads: If a lead incoming from a specific domain later submits another contact sales form, the new lead is reassigned to the original owner if the old lead came in within the last 4 months. This ensures continuity in discussions with different leads from same company while preventing spam leads from being reassigned to the original owner.

### Lead Pool Process (Experimental)
We’re testing a **new process** for handling **product-led leads** that haven’t been acted on within **7 days**. If a lead is assigned to an AE but hasn’t been updated for **7 days**, it will:
1. Automatically unassign from the AE.
2. Move to a shared lead pool where anyone can pick it up and take action.

#### Why Are We Doing This?
- **Keeps leads active:** Ensures leads don’t go stale and slip through the cracks.
- **Encourages responsiveness:** AEs are motivated to act quickly to keep their assigned leads.
- **Creates shared accountability:** Gives others a chance to work leads that need attention.
- **Helps identify patterns:** Tracks unqualified leads and informs adjustments to our lead routing.

#### What You Should Do
- **Prioritize your assigned leads** to avoid them being reassigned. ✅
- **Check the lead pool regularly**—there might be great leads waiting for you to pick up. 🚀
- **Mark unqualified leads** in Salesforce instead of leaving them in the pool. ❌ Flagging them helps us track trends and improve lead quality.

#### What *Not* to Do
- **Ignore assigned leads.** Leads that sit untouched will be unassigned and go to the pool.
- **Dump bad leads into the pool.** If you’ve reviewed a lead and it’s not a fit, mark it appropriately in Salesforce.


### How we assess leads in our pipeline
We have the following lead statuses to manage the lead assessment process before we decide if a user is a right fit to use PostHog.

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