Abstract:
A programmed application set to measure the performance of a marketing campaign and the utilization of distribution channels, including a lead assignment portion, a voice of customer evaluation generator, a marketing campaign evaluation portion, and a distribution channel evaluation portion. The voice of customer evaluation generator generates a voice of customer evaluation for each lead with an actionable value above an actionable threshold. The lead is assigned to the marketing campaign responsible for the lead&#39;s creation, and processes of the distribution channel are tracked as the distribution channel services the lead. The programmed application set is configured to execute on a microprocessor assembly including a microprocessor, a memory operationally connected to the microprocessor, and a network interface operationally connected to the microprocessor. A user may review the marketing campaign&#39;s performance, review a distribution channel&#39;s performance, and reassign the lead to a second distribution channel.

Description:
TECHNICAL FIELD 
       [0001]    The present novel technology relates generally to the field of computer science and, more particularly, to system for automatically managing and evaluating business leads. 
       BACKGROUND 
       [0002]    For companies selling goods and services in a one-step or multi-step distribution channel, sales are typically transacted via a distributor or some form of an intermediary. In these situations, a ‘buyer’ typically cannot purchase directly from the manufacturer. The common shorthand for these ‘business-to-distributor business’ models is B-to-D or B-to-D N . The buyer must buy product from a distributor. This lack of direct contact between a ‘buyer’ and a manufacturer utilizing a one-step or multi-step distribution channel gives rise to many problems and complications for the manufacturer. 
         [0003]    The lack of direct ‘buyer’ contact makes measuring the effectiveness of sales-generating activities extremely difficult, if not virtually impossible. Additionally, the lack of direct ‘buyer’ contact obfuscates both the influence of marketing campaigns and the effectiveness of advertising dollars spent to generate selling inquiries and to promote the brand. Further, the lack of direct ‘buyer’ contact dilutes or eliminates most, if not all, means for the manufacturer to receive customer feedback. 
         [0004]    Further, the use of other parties to act as an intermediary or channel for the manufacturer&#39;s sales prevents the manufacturer from obtaining information on the effectiveness of the sales force of those other parties. For example, a manufacturer has no way of determining which salespersons of the manufacturer&#39;s distributor(s) are effective and which are not. Similarly, a manufacturer has no way to detect when members of a distributor&#39;s sales force are utilizing “bait-n-switch” schemes; a practice where a salesperson lures in a potential customer through promotion of the manufacturer&#39;s product only to sell a competitor&#39;s product. 
         [0005]    Typically, when the sales force of a manufacturer using a one or two step distribution scheme is presented with a sales lead, the sales force will forward the lead with various information to a distributor sales representative. Often, the lead is forwarded to a distributor or to the distributor sales representative specifically due to the distributor sales representative&#39;s believed past performance. However, the distributor sales representative&#39;s believed past performance may vary greatly from the distributor sales representative&#39;s actual past performance. The potential variance between the believed and actual past performance can be traced to the lack of contact between the ‘buyer’ and the manufacturer during the sales process. Additionally, the lack of a measure of actual sales performance of a distributor sales representative makes any corrective measures speculative and probably irrational. Also, similar to the lack of a viable means of evaluating the performance of the members of a distributor&#39;s sales forces, there is no means by which a manufacturer can retract a sales lead once granted to a distributor. Simply stated, if the lead can&#39;t be tracked, it can&#39;t rationally be retracted. 
         [0006]    Finally, the number of actors within the distribution channels, multiple layers insulating the manufacture from the ultimate purchaser and the like makes measuring ROI (Return on Investment) or other metrics for sales generation activities difficult, if not virtually impossible. The multi-layer aspect of the distribution channel also presents informational problems for management. There is a near vacuum of any reliable or meaningful information. The complexity of the information (multi-layered, within the organization, external to the organization, etc.) prevents meaningful analysis. Even where there is analysis, the underlining data often can&#39;t be packaged to permit more in-depth analysis. 
         [0007]    Therefore, there is need for a method of tracking and managing the effectiveness of advertizing for sales lead generation and for the management of sales leads particularly though not limited to, B-to-D or B-to-D N  business environments. The present invention addresses this need. 
       SUMMARY 
       [0008]    The novel technology is set forth in the claims below, and the following is not in any way to limit, define or otherwise establish the scope of legal protection. In general terms, the present novel technology relates generally to an automatic method for the management of business leads and the evaluation of business professionals and their use of said business leads. 
         [0009]    One object of the present novel technology is to provide an improved means to measure the ROI of advertising and sales lead generating activities. Further objects, embodiments, forms, benefits, aspects, features and advantages of the claimed technology may be obtained from the description, drawings, and claims provided herein. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0010]      FIG. 1  is an example process diagram of lead management. 
           [0011]      FIG. 2  is an example of typical sales lead routing depicted in flow chart form. 
           [0012]      FIG. 3  is an example of typical sales lead prioritization depicted in flow chart form. 
           [0013]      FIG. 4  is a diagram of an example sales lead management process. 
           [0014]      FIG. 5  is a diagram of an example trade show sales lead management process. 
           [0015]      FIG. 6  is an example process diagram of sales lead management for an example international company. 
           [0016]      FIG. 7  is an example of a typical sales lead routing. 
           [0017]    FIG. X is a process flow diagram for one implementation illustrating the stages involved in implementing the customizable system for the automatic management and evaluation of business lead creation and development. 
           [0018]      FIG. 8  is an example of a possible implementation of a default sales lead process. 
           [0019]      FIG. 9  is an example of a possible custom sales lead router process. 
           [0020]      FIG. 10  is a diagram of a possible custom sales lead management process. 
           [0021]      FIG. 11  is a process flow diagram of an example installation of a customizable system for the automatic management and evaluation of business lead creation and development. 
           [0022]      FIG. 12  is a diagrammatic view of a computer system of one implementation. 
       
    
    
     DETAILED DESCRIPTION 
       [0023]    For the purposes of promoting an understanding of the principles of the novel technology and presenting its currently understood best mode of operation, reference will now be made to the embodiments illustrated in the drawings and specific language will be used to describe the same. It will nevertheless be understood that no limitation of the scope of the novel technology is thereby intended, with such alterations and further modifications in the illustrated novel technology and such further applications of the principles of the novel technology as illustrated therein being contemplated as would normally occur to one skilled in the art to which the novel technology relates. 
         [0024]    The present novel technology provides a system and method for the measurement of the ROI of advertising and sales lead generating activities. The measurement of ROI for advertising and sales lead generating activities can be performed for not only for B to D situations but also for business to consumer environments, business to distributor(s) environments, business to distributor(s) to distributor(s) environments, and in hybrid business environments. The measurement of ROI is typically made in such a way as to apply both to campaign advertising and sales lead generation activities as well as for individual advertising and/or sales lead generation activities. Further, the measurement of ROI permits the detection and measurement of co-lateral ROI of past or concurrent advertising and/or sales lead generating activities. In one embodiment, the measurement of ROI is enabled through the unique identification and association of leads to sales generation activities. Typically, the ROI, along with other various performance measurements, is displayed in real time through the use of interactive dashboards and detailed reports. 
         [0025]    Additionally, the measurement of ROI for advertising and/or sales generation activities can also be segmented by or attributed to the actions taken by sales agents during the course of fulfilling a sales lead. Furthermore, the ROI can be segmented across marketing events within a marketing campaign, across the media types of the marketing events, and across the respective venues of the media types. 
         [0026]    For example, a manufacturer can properly attribute the portion of ROI enabled by the actions of a sales agent in response to sales leads created by the sales generation activity. The sales agent can be either internal or external to the manufacturer. Similarly, the present novel technology can also attribute the portion of ROI enabled by collective sales service providers. A collective sales service provider is a collection of sales actors that operate either individually or together to provide services beneficial to the fulfillment of sales opportunities. A collective sales service provider can be internal to the manufacturer, external to the manufacturer, or some combination of both. 
         [0027]    Continuing the example, a manufacturer can properly attribute the portion of ROI enabled by a marketing event within a campaign. The manufacturer can then also properly attribute the portion of ROI enabled by the media types composing the respective media types. The portion of ROI enabled by the various venues composing the media types can also be attributed the respective venues. For instance, with a marketing campaign composed of three marketing events, each event might make use of three medias, such as web, print, and radio, with each medium itself utilizing three different venues (such as three different web sites, three different trade publications, three different radio ads) the ROI would be properly distributed for each of the venues, each of the media types, and each of the marketing events. 
         [0028]    In one embodiment, the attributing of ROI of advertising and/or sales generation activities to sales events is enabled through the unique identification of a sales lead to a sales generation activity and the tracking of that sales lead as it is processed by sales agents. In another embodiment, the attributing of ROI of advertising and/or sales generation activities to sales activities is enabled through the probabilistic modeling of the sales lead creation with respect to sales generation activities. In another embodiment, the probabilistic modeling is also adaptive based upon the detailed information received over sales lead creation and fulfillment. 
         [0029]    Another aspect of the present novel technology is the provision of a mechanism means to measure distributor performance and ensure distributor accountability. In B-to-D (and B-to-D N ) environments, it is difficult for businesses to evaluate the performance of their distributors with respect to sales leads. A business&#39; difficulty in evaluating the performance of its distributors often stems from the inability for a business to track the actions that a distributor or distributor&#39;s agent may take in response to a sales lead. This novel technology provides for the measurement of distributor performance through the near real time tracking and recording of the actions taken by a distributor on a sales lead. 
         [0030]    Still another aspect of the present novel technology is the provision of a knowledge repository containing information over a business&#39; customers, sales generation activities, and sales support activities. The knowledge repository is live&#39; in the sense that the knowledge spans historical to current information. The knowledge is also continuously updated through voice of customer feedback, activity information over the generation of sales leads, activity information over the handling of sales leads, and the like. 
         [0031]    The present novel technology typically provides a mechanism for a business to specifically direct sales leads to specific actors, even where the actor is external to the business. As an example, consider the normal situation for a business operating in a B-to-D environment. Typically, the business has no control over which of its distributor&#39;s sales agents service the sales leads the business forwards to the distributor. Using the present novel technology, the business can direct which sales agents of its distributors receive the sales leads. The guidance of sales leads is typically accomplished through the provision of a unifying means of receiving sales leads and for providing sales activities feedback. 
         [0032]    Similarly, the present novel technology also enables a business to construct work flow rules guiding the distribution of sales leads based upon various considerations. For example, a business might determine that sales leads of a certain type are better served by a specific distributor. Using the present novel technology, the business can construct work flow rules guiding the distribution of sales leads of a certain type to automatically be sent to a specific distributor. 
         [0033]    Another aspect of the present novel technology is the enablement of a business to closely monitor and evaluate the actions of sales agents and/or distributors on the business&#39; sales leads. Typically, a business has no viable or consistent means with which to monitor the actions taken by a third party, such as a distributor, on the business&#39; sales leads. Using the present novel technology, a business is able to monitor the actions taken upon the business&#39; sales leads. The business can also monitor the individual actions of the sales agents of a distributor take upon the business&#39; sales leads. It is instructive to understand that collectively, the ability to measure distributor performance and to assign to distributors sales leads and track sales leads ensures distributor accountability. Further, the tracking and monitoring of sales agents are typically real time and displayed in interactive dashboards and detailed reports. Similarly, the tracking and monitoring of the performance of distributors are also typically real time and usually displayed in interactive dashboards and detailed reports. 
         [0034]    Another aspect of the present novel technology is assistance of the sales agent in the performance of sales activities associated with a sales lead through providing a centralized knowledge repository. The sales agent can review the history associated with a sales lead and enter new information. The sales agent can also manage his schedule and activities and as well as schedule the activities of others with respect to a sales lead. For example, the sales agent can review the past sales to a customer associated with a sales lead, update the associated information, schedule follow up activities and arrange for the activities of other sales agents. The present novel technology will provide various informative reminders in response to the scheduled activities such as emails, calendar notices, ‘pop-ups’, electronically synthesized voice mails, and the like in response to the scheduled activities. 
         [0035]    Another aspect of the present novel technology is the provision of a mechanism for management of business&#39; distributors. The management of a business&#39; distributors ranges from the level of management of collective entities, such as a distributor, all the way down to the individual entities of a collective entity, such as the sales agents of a distributor. The management of a business&#39; distributors includes but is not limited to re-assignment of sales leads, creation of new sales lead distribution rules, implementation of new sales evaluation metrics, and the like. 
         [0036]    Another aspect of the present novel technology is the provision of a mechanism for obtaining customer feedback. Often called voice of customer, customer feedback can be associated with any phase of the sales cycle, is associated with the creating sales generation activity, and is standardized. Standardization of the customer feedback enables meaningful comparisons of customer feedback originating from different sales lead generating activities to be made. Furthermore, similar to the tracking of sales leads, aspects or segments of the customer feedback can be attributed to the specific sales agents interacting with the sales lead. 
         [0037]    Additionally, the information from a voice of customer is made actionable and typically immediately available. Voice of customer information is often captured, processed and distributed to those able to make use of the information. Example uses include forming and refining sales models and forecasts, triggering processes or automatic responses, enhancing or creating customer profiles, refining sales products or sales brochures, guiding the development and follow up of leads. 
         [0038]    Another aspect of the present novel technology is the provision of timely and role based information. Because specific sales lead sales activities are tracked in near real time, near real time information can be provided over those tracked activities. However, not all entities involved the sales cycle require the same information. For example, an entity responsible for shipping an order doesn&#39;t need to know what sales generation activity eventually gave rise to the order. Likewise, a salesperson typically doesn&#39;t need to know the relative performance of his counter-part salespersons. The present novel technology restricts a user&#39;s access to the near real time sales activities information based upon the user&#39;s role. 
         [0039]    The role restriction of information also works in situations where a salesperson does need to know the relative performance of his counter-part. For example, in a cross selling or collateral selling environment, a salesperson&#39;s role will limit the salesperson&#39;s access to information of his counter-part&#39;s performance to that of role-accessible information. The present novel technology also provides various tools for information sorting, collating, and the like tools with which to manipulate and process the near real time sales activities information. Furthermore, it is informative to note that the present novel technology does permit collaborative selling situations and the sharing of information in such situations. 
         [0040]    Another aspect of the present novel technology is the incorporation of an industry&#39;s best practices into the sales workflow while permitting individual adaptation of the sales workflow processes for a specific company and the company&#39;s specific business model, sales processes, management processes, sales generation events, and the like. There are many benefits to a company from incorporating its corresponding industry&#39;s best practices into the company&#39;s processes. However, it is rare for a company, for one reason or another, to not have to vary from these best practices. For example, a company may be required to have special but less than ideal processes in response to a regulation imposed on the company but not imposed upon the industry as a whole. While incorporating a best practices model workflow, the present novel technology also permits rapid restricting of the sales workflows to accurately portray the sales workflows of the user company. 
         [0041]    Furthermore, the ability to represent and customize a company&#39;s workflow yields another benefit. The enablement of a company to implement workflows designed to prevent “dropping” sales leads. A dropped sales lead is a lead that receives no or insufficient sales fulfillment activities. Work flows can be enhanced through the implementation of sales lead routing rules and special handling of sales leads in case of exceptions (unexpected events within the normal workflow processes). Workflows can even incorporate rules that guide specific types of sales leads to specific sales agents. Dropped sales leads are typically prevented through exception handling. For example, a sales lead that receives insufficient sales activities is noted as an exception. A work flow exception handling routine would then typically re-route the sales lead to another sales agent. 
         [0042]    The following is a first, simplified description of a first embodiment of the present invention intended to clarify, without limitation, a system by which the work flow of the entire life-cycle of a business opportunity or lead is managed and evaluated for performance and fulfillment. The system enables global management of lead generation and the demand creation process, providing sales and marketing performance metrics, and engaging the lead prospect via a customer or consumer feedback request mechanism or the like. 
         [0043]    The system is typically a role based system, insofar as an actor&#39;s access and capabilities are determined by his role in the business hierarchy. The scope of the system includes business to business and business to customer lead management capabilities. The life cycle of a lead is broadly defined and includes both pre-opportunity (demand creation) processes and post fulfillment (whether success or failure) evaluation and processes. Relationship management of the actors within the various work flows is also performed, evaluated and quantified. This system is equally applicable to on line, mixed and standard lead/demand creation processes. 
         [0044]    In one embodiment, the system is initially configured with a generic work flow generally corresponding to the industry best practice template for the purchasing, or system utilizing, user entity. Work products initially consist of a plurality of standard work products associated with the purchasing company&#39;s industry best practice template. For example, in a business-to-business situation with one distributor level before the customer (consumer), the work product template typically may include survey, lead, customer feedback, contact (a specialized entity), entity, campaign (including subtypes, such as marketing and finance), event (including subtypes, such as marketing and finance), summary, collection (collection of other products), region, report, and form. The system is then mapped to the purchasing company&#39;s actual work products, work flows, rules and decision/evaluation processes. Work products are inherently generic in nature and may consist of other work products, each with its own work flow and decision/evaluation processes. Similarly, work flows may branch into other work flows, each with their own decision/evaluation processes and rules. 
         [0045]    Attributes of work-products are typically customized to the purchasing company. A work product&#39;s attributes need not be fixed and can be role, rule (or work flow), or even process determined. Attribute types may typically include quantitative, qualitative, other work products, or decision/evaluation values. Work product and work flow details are also able to be exported and/or imported permitting the system to interact with other systems (such as Customer Relations Management software). 
         [0046]    Decision/evaluation points within a work flow are likewise typically customized to the purchasing company. Decision/evaluation algorithms and rules are typically also customized to the purchasing company. Such algorithms need not be static or quantitative in nature. For example, a decision algorithm may be probabilistic in its application while returning the evaluation of a fuzzy set. 
         [0047]    The following is a first, simplified description of a first embodiment of the present invention and is intended to clarify, without limitation, a customizable system for the automatic management and evaluation of business lead creation and development. 
         [0048]    For companies selling goods and services in a one-step or a multi-step distribution channel, all sales are typically transacted via a distributor. In these situations, a ‘buyer’ cannot purchase directly from the manufacturer, but must instead purchase through a distributor. This presents a challenge for the manufacturer to measure the effectiveness of both the sales-generating activities and sales actions of individuals. Additionally, it is exceptionally difficult in such an environment to measure the influence of the marketing and advertising dollars spent to generate selling inquiries and to promote awareness of the brand. Even further, the number of actors, multiple layers insulating the manufacture from the ultimate purchaser, and the like, makes measuring ROI (Return on Investment) or other metrics for sales generation activities difficult, if not virtually impossible. 
         [0049]    Typically, when the sales force of such a company is presented with a lead, the sales force will forward the lead, along with various auxiliary information, to a distributor sales representative. Often, the distributor sales representative is specifically chosen for his perceived past performance. However, there traditionally has been no automated and measured process for analyzing and quantifying the actual performance of that distributor sales representative. There also has been no means of recalling a lead from a non-performing or poorly performing distributor sales representative. Additionally, the separation between the manufacturer and the ultimate client prevents the manufacturer from receiving direct feedback from the ultimate client. 
         [0050]    The multi-layer aspect of the distribution channel also presents informational problems for management, often resulting in a near vacuum of any reliable or meaningful information. The complexity of the information (multi-layered, within the organization, external to the organization, etc.) impairs meaningful analysis. Even where there is some analysis, the underlying data often can&#39;t be packaged to permit more in-depth analysis. 
         [0051]    According to one embodiment of the present invention, a user creates the work product representing the marketing scheme being employed. The marketing scheme utilizes a subset of work products denoting a form for a perspective buyer to use to express interest in the product. Forms are customizable for any number of specific needs or goals. For example, forms can be customized for a client (or class of clients), a campaign, or for a specific marketing event. A customer&#39;s method and location of access identifies which specific form he is to use (example, on line campaigns can utilize specific links permitting form selection based upon URL). 
         [0052]    A completed form&#39;s information is then acquired by the system (automatic for online, manually entered into the system for paper forms, and the like). The work flow process then begins and the information is used to populate a lead or sales opportunity. As previously stated, workflows are customized to the client&#39;s business rules and allow for ultimate flexibility in the routing, prioritization, and contact matching at the client, campaign, and marketing event level. The lead is then typically automatically evaluated, ranked, prioritized, and forwarded to a sales representative. The rules for the automatic evaluation, ranking, prioritizing, and forwarding of sales leads are typically a hybrid of company derived rules and best practices. It is instructive to note that the rules can easily be modified and can even be adaptive. Other possible actions include automatic fulfillment, sample sending, or anything else required by the business rules of the client. It should be noted that business rules may utilize any available information including past history, regional, data from form, and the like. More complex responses are also possible and may include splitting of the lead (dividing the opportunity among different sales representatives), multiple assignments of the lead, and the like. 
         [0053]    Upon assignment, the custom workflow determines what steps are available at each point in the process. Typically, a sales person would view the lead first. Each action upon the lead adds to that lead&#39;s description and possibly alters the lead&#39;s status. For example, after the initial viewing, a lead moves from the status “new” to “in progress.” Actions available and states are also part of the customization to the client&#39;s work flow. 
         [0054]    The assignment of a lead also prompts the system to notify the assignee (typically a sales person). Various forms of notification are possible and include email, voice mail, text message, and the like. The assignee then logs into the system and receives a concise view of his immediately actionable products (leads) from a summary screen. The content of the summary screen is determined by the role of the person logging in. For example, the summary screen of a sales representative is different from that of a regional manager. 
         [0055]    One primary function of the summary screen is to compress and prioritize the often complex and varied information, permitting the fastest response on the most promising opportunities (leads). The summary screen also includes functionality to view all assignments, use filtering, sorting, and quick Search (full-text searching) functionality to find and organize their new, active, and completed lead assignments. Additional functionality includes the ability to maintain contacts and contact groups. Contacts are used later in the process for sales performance management purposes. 
         [0056]    In a business-to-business sales structure, the sales representative typically would forward a lead to a distributor sales rep from their contact list. Where a sales representative has worked the lead, and a sales decision has been made, the sales representative or the distributor sales representative would typically complete a disposition or outcome form providing information to the system indicating whether a sale was made, what products/amounts were purchased (if a sale was made), or why a sale wasn&#39;t made (i.e., the lead was not a decision maker, the lead purchased a competitive product, or the like). This capturing of the disposition data is used to provide sales performance information across the sales structure, indexed by the individual sales representative. This permits a sales representative to see who is working the lead, any prior contacts and sales results from the lead respondent, and the like. Additionally, this collectively provides the sales representative with insight into past purchasing patterns and any past or ongoing sales efforts associated with the lead prospect. In other words, the system allows emergent purchasing patterns to be recognized and acted upon. 
         [0057]    There are many other possible roles available within the system, with each role potentially having a role specific view of the system and data. For example, the sales manager&#39;s view is that of the Sales Performance Management dashboard. This dashboard includes Sales Force and Distributor Sales Force Performance measurements including total number of leads, new leads, in progress leads, completed leads, and average times to open, work, and close a lead, percentage of leads completed, percentage of leads resulting in a sale, and actual revenue associated with those sales. This view is summarized by sales representative in a hierarchical sales structure, allowing for n-layers of sales management to be viewed. There is also a drill down capability, permitting an upper management sales manager to review the view and information presented to subordinate sales managers and staff. 
         [0058]    Separate graphical representations illustrate sales performance by distributor company showing similar metrics (total number of leads, in progress leads, and completed leads, average times to open, work, and close a lead opportunity, percentage of leads completed, percentage of leads resulting in sales, and actual revenue associated with those sales). The sales manager can similarly drill down into each distributor company to view the performance of the individual sales reps at each distributor company. This provides the sales manager with a complete, 360 degree view of the sales force, thus permitting evaluation of both internal and external sales staff. The availability of this information in a holistic dashboard view permits the sales management to have immediate visibility into issues with the performance of sales representatives and distributor sales representatives. This in turn permits fast and accurate actions to be taken to resolve problem issues. Examples of problem issues include but are not limited to imminent purchase decisions, product failure, over or under invoicing, improper shipping address, poor customer service, and the like. 
         [0059]    Another typical role within the system is the marketing performance manager. The marketing performance manager&#39;s dashboard view yields concise information over marketing campaigns and events. Upper level marketing performance management has a drill down capability similar to that of upper sales management. The presented information also contains marketing event performance data. With this information, in addition to the costs associated with the marketing event, the system can calculate various metrics including ROI for each campaign and marketing event. The marketing performance manager would also have access to views illustrating the performance of each individual marketing event. 
         [0060]    Drill down capability permits inspection of the performance of the individual channels used within a campaign. This allows the marketing manager to have a view of how each type of media (and each channel within that media type) is performing, both in terms of the number of leads generated and the actual revenue, ROI, and various other metrics. 
         [0061]    There are also various other possible roles available, such as the hybrid sales and marketing performance management. This role&#39;s dashboard view focuses upon metrics of leads, sales conversion rates and weighted prioritization of leads. This allows such managers to determine where prioritization needs to be adjusted in order to more effectively exploit the sales force for maximum returns. 
         [0062]    Another typical dashboard view is the Product Performance view. Relevant to sales and marketing, this view illustrates revenue and units sold grouped by product in a given date range, ultimately providing a revenue per product metric. 
         [0063]    As part of the disposition form completed by the sales rep or distributor sales rep, questions are typically asked regarding the products purchased. From this, the system can determine and output a revenue amount based on product. This information is often relevant to a sales and a marketing manager and can be included in both dashboard views. This gives the marketing (and sales) manager a real-time view of what products are generating interest, selling or not and the insight to quickly adjust to market place changes. This information could also be used as an early indicator of production needs (i.e. if a particular product is generating a lot of interest/sales, the company may want to get more manufactured). Still other dashboard views provide information such as the number of leads and revenue by the industry type of lead respondents. 
         [0064]    In order to track the effectiveness of lead creation activities, the system tracks the satisfaction of the ultimate client. To do this, the system utilizes an automated Voice of Customer (VOC) mechanism. Satisfying most six sigma compliance requirements for “marketing” (by encouraging inquirer/purchaser feedback to assess the overall experience the inquirer received), the VOC mechanism is engaged when client-defined triggers occur. Examples of such triggers typically may include ‘size of purchase’, ‘age of opportunity’, invoicing, product management, product delivery, and the like. Note that the VOC mechanism is tied to its respective marketing campaigns, events and various sales and or management staff. In this way, the VOC mechanism permits a complete view of the performance of the lead management process. 
         [0065]    The following tables represent various information about one implementation of a customizable system for the automatic management and evaluation of business lead creation and development. In addition to being in table form, the information is also in use-case format. 
       Role Based Interaction Example 
       [0000]    
       
         Examples are depicted through use-case format. 
       
     
       Roles/Actors 
       [0067]      
         [0000]    
       
         
               
               
             
           
               
                   
               
               
                 Role Name 
                 Description 
               
               
                   
               
             
             
               
                 Distributor Sales Rep 
                 External employees that may not have a 
               
               
                   
                 login, but will be able to complete a 
               
               
                   
                 disposition form 
               
               
                 Lead Coordinator 
                 Client employees that are responsible for 
               
               
                 (Client Sales Rep) 
                 managing new lead requests that are in 
               
               
                   
                 their territory. 
               
               
                 Supervisor (Client Sales 
                 Client employees that are responsible for 
               
               
                 Manager) 
                 managing one or more Lead Coordinators. 
               
               
                   
                 They need to be able to see the leads for 
               
               
                   
                 those sales persons that report to them. 
               
               
                   
                 They will also be notified when a lead is 
               
               
                   
                 not handled in a defined amount of time. 
               
               
                 Distributor Relationship 
                 Client employee responsible for 
               
               
                 Manager 
                 maintaining the relationship with key 
               
               
                   
                 distribution channel partners. 
               
               
                 Marketing Director 
                 Client employee responsible for 
               
               
                   
                 coordinating campaigns, marketing events, 
               
               
                   
                 distribution and prioritization rules with 
               
               
                   
                 system staff. They will want a “top-level” 
               
               
                   
                 view of leads with drill-down capability. 
               
               
                 System owner Account 
                 System employee responsible for 
               
               
                 Manager 
                 managing the relationship with and the 
               
               
                   
                 requirements of the Client. They have 
               
               
                   
                 access across clients and will need to be 
               
               
                   
                 able to reset passwords, manage the 
               
               
                   
                 fulfillment process, and modify data, as 
               
               
                   
                 needed. 
               
               
                 System Administrator 
                 System technical and executive level users 
               
               
                 (Admin) 
                 responsible for maintaining the system. 
               
               
                 Public User 
                 Any non-authenticated user that can 
               
               
                   
                 complete a form or view information on 
               
               
                   
                 public website about system. 
               
               
                   
               
             
          
         
       
     
       Actor Interaction with Lead Examples 
       [0068]      
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Accept Lead Assignment 
               
               
                 Description 
                 This process allows the user to indicate that they accept 
               
               
                   
                 the lead assignment. By doing so, they agree to 
               
               
                   
                 manage the lead. 
               
               
                 Actor 
                 Lead Coordinator 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 A lead has been received and assigned to the Lead 
               
               
                   
                 Coordinator 
               
               
                 Post 
                 Lead is marked as accepted 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to view the details 
                 The lead details are displayed and the 
               
               
                 of the lead 
                 lead assignment is marked 
               
               
                   
                 as accepted. 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Reject Lead Assignment 
               
               
                 Description 
                 This process allows the user to indicate that they reject 
               
               
                   
                 the lead assignment. 
               
               
                 Actor 
                 Lead Coordinator 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 A lead has been received and assigned to the Lead 
               
               
                   
                 Coordinator 
               
               
                 Post 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to reject the lead 
                 Prompts the user for a reason for 
               
               
                 assignment 
                 rejection 
               
               
                 The user completes the requested 
                 Flags the assignment as rejected and 
               
               
                 information and clicks to submit 
                 removes it from lead coordinator&#39;s 
               
               
                   
                 assignments 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 View Lead Assignments 
               
               
                 Description 
                 The user can view lead assignments for the Lead 
               
               
                   
                 Coordinators that report to them. System will allow user to 
               
               
                   
                 find/filter lead assignments based on a variety of criteria 
               
               
                   
                 Accepted 
               
               
                   
                 Rejected 
               
               
                   
                 Overdue 
               
               
                   
                 Assigned to distributor 
               
               
                   
                 Date 
               
               
                   
                 Region 
               
               
                   
                 Temperature 
               
               
                   
                 Completed 
               
               
                   
                 VOC completed 
               
               
                   
                 . . . and many more 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in and has appropriate permissions 
               
               
                 Post 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to view lead assignments 
                 Displays Lead List screen 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Reject Lead 
               
               
                 Description 
                 The user can reject a lead. This would be equivalent to 
               
               
                   
                 flagging a lead as a bad lead. 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 User has permissions to reject a lead 
               
               
                 Post 
                 All lead assignments for this lead have been cancelled 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to reject the lead 
                 Display related lead assignments and 
               
               
                   
                 prompt user to confirm lead rejection 
               
               
                 The user clicks to confirm 
                 Related lead assignments are cancelled 
               
               
                   
                 and lead is flagged as invalid 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Transfer a lead assignment 
               
               
                 Description 
                 The user can transfer a lead assignment to another user. 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, MILLERPIERCE Account 
               
               
                   
                 Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 The lead is currently assigned (i.e. not rejected). 
               
               
                   
                 The lead was assigned to a lead coordinator that 
               
               
                   
                 reports to the supervisor (if a supervisor user) 
               
               
                   
                 The lead was assigned to the current user 
               
               
                   
                 (if lead coordinator) 
               
               
                 Post 
                 Lead is reassigned 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to reassign a lead 
                 Prompts the user for a reason for 
               
               
                   
                 reassignment and who to reassign to 
               
               
                 The user provides requested 
                 Lead assignment is transferred 
               
               
                 information 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Assign a lead 
               
               
                 Description 
                 The user can assign a lead to a user. 
               
               
                 Actor 
                 Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 The lead was originally assigned to a lead coordinator that 
               
               
                   
                 reports to the supervisor (if a supervisor user) 
               
               
                   
                 The lead was previously rejected or unable to be assigned 
               
               
                   
                 (i.e. not currently assigned) 
               
               
                 Post 
                 Lead is assigned 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to assign a lead 
                 Prompts the user for who to 
               
               
                   
                 assign to 
               
               
                 The user provides requested information 
                 The lead is assigned to the 
               
               
                   
                 selected 
               
               
                   
                 person and the event is added to 
               
               
                   
                 the lead history. 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Cancel a lead assignment 
               
               
                 Description 
                 The user can cancel the assignment of a lead to a user. 
               
               
                 Actor 
                 Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 The lead was originally assigned to a lead coordinator that 
               
               
                   
                 reports to the supervisor (if a supervisor user) 
               
               
                   
                 The lead was assigned to the current user 
               
               
                   
                 (if lead coordinator) 
               
               
                 Post 
                 Lead assignment is cancelled 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to cancel a lead 
                 Prompts the user for a reason for 
               
               
                 assignment 
                 cancelling 
               
               
                 The user provides requested information 
                 Lead assignment is cancelled 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Create a distributor lead assignment 
               
               
                 Description 
                 The user can create a lead assignment to a Distributor Sales 
               
               
                   
                 Rep 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 The lead is currently assigned (i.e. not rejected). 
               
               
                   
                 The lead was assigned to a lead coordinator that reports 
               
               
                   
                 to the supervisor (if a supervisor user) 
               
               
                   
                 The lead was assigned to the current user 
               
               
                   
                 (if lead coordinator) 
               
               
                 Post 
                 Lead is assigned to a Distributor Sales Rep 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to forward a lead 
                 Prompts the user who to forward to 
               
               
                   
                 displaying address book (see Manage 
               
               
                   
                 Address Book UC) 
               
               
                 The user selects a Distributor 
                 Distributor Lead Assignment is created 
               
               
                 Sales Rep 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Reassign distributor lead assignment 
               
               
                 Description 
                 The user can reassign a distributor lead assignment to 
               
               
                   
                 another distributor contact. 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 The lead is currently assigned (i.e. not rejected). 
               
               
                   
                 The lead was assigned to a lead coordinator that reports to 
               
               
                   
                 the supervisor (if a supervisor user) 
               
               
                   
                 The lead was assigned to the current user 
               
               
                   
                 (if lead coordinator) 
               
               
                   
                 The lead was assigned to a Distributor Sales Rep 
               
               
                 Post 
                 Lead is reassigned to another Distributor Sales Rep 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to reassign 
                 Prompts the user for a reason for 
               
               
                 distributor lead assignment 
                 reassignment and who to reassign to 
               
               
                   
                 displaying address book (see Manage 
               
               
                   
                 Address Book UC) 
               
               
                 The user selects a Distributor Sales 
                 Distributor lead assignment is 
               
               
                 Rep  
                 reassigned 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Cancel distributor lead assignment 
               
               
                 Description 
                 The user can cancel a distributor lead assignment. 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 The lead is currently assigned (i.e. not rejected). 
               
               
                   
                 The lead was assigned to a lead coordinator that reports to 
               
               
                   
                 the supervisor (if a supervisor user) 
               
               
                   
                 The lead was assigned to the current user 
               
               
                   
                 (if lead coordinator) 
               
               
                   
                 The lead was assigned to a Distributor Sales Rep 
               
               
                 Post 
                 Distributor lead assignment is cancelled 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to cancel distributor lead 
                 Prompts the user for a reason for 
               
               
                 assignment 
                 cancellation 
               
               
                 The user provides requested information 
                 Distributor lead assignment is 
               
               
                   
                 cancelled 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Flag lead assignment for follow-up 
               
               
                 Description 
                 The user can flag a lead assignment for follow-up. 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 The lead is currently assigned (i.e. not rejected). 
               
               
                   
                 The lead was assigned to a lead coordinator that reports to 
               
               
                   
                 the supervisor (if a supervisor user) 
               
               
                   
                 The lead was assigned to the current user 
               
               
                   
                 (if lead coordinator) 
               
               
                 Post 
                 Lead assignment is flagged for follow-up 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to flag a lead 
                 Prompts the user for a reason for follow- 
               
               
                 assignment for follow-up 
                 up and a date/time to follow-up 
               
               
                 The user provides requested 
                 Lead assignment is flagged for follow-up 
               
               
                 information 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Complete a Lead Assignment 
               
               
                 Description 
                 The user can complete a lead assignment. 
               
               
                 Actor 
                 Distributor Sales Rep, Lead Coordinator, Supervisor, 
               
               
                   
                 System Account Manager 
               
               
                 Precondition 
                 If Distributor Sales Rep: 
               
               
                   
                 User clicks on a link in an email to a disposition form 
               
               
                   
                 If Client user: 
               
               
                   
                 User has logged in 
               
               
                   
                 The lead is currently assigned (i.e. not rejected). 
               
               
                   
                 The lead was assigned to a lead coordinator that reports to 
               
               
                   
                 the supervisor (if a supervisor user) 
               
               
                   
                 The lead was assigned to the current user 
               
               
                   
                 (if lead coordinator) 
               
               
                 Post 
                 Lead assignment is completed 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to complete a lead 
                 Displays a Disposition form 
               
               
                 assignment 
               
               
                 The user enters requested information 
                 Lead assignment is completed 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Complete a VOC (Voice of Customer) 
               
               
                 Description 
                 The user can complete a VOC form 
               
               
                 Actor 
                 Public User 
               
               
                 Precondition 
                 The public user initially completed a Lead Request form 
               
               
                   
                 An email containing a link to a VOC form has been sent to 
               
               
                   
                 the user 
               
               
                 Post 
                 Lead is completed or assigned (handled by workflow) 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to complete a VOC 
                 Displays a VOC form 
               
               
                 The user enters requested information 
                 Lead is completed if no further 
               
               
                   
                 action is required or Lead is 
               
               
                   
                 assigned to a Lead Coordinator if 
               
               
                   
                 answers to questions indicate 
               
               
                   
                 further action is required. 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Manage Address Book 
               
               
                 Description 
                 The user can maintain an address book for the purposes of 
               
               
                   
                 forwarding leads to distributor sales reps or storing general contacts. 
               
               
                   
                 Whenever possible, the system will force the reuse of existing 
               
               
                   
                 contacts rather than creating new contact records. 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, System Account Manager 
               
               
                 Precondition 
                 The user has logged in. 
               
               
                 Post 
                 User&#39;s address book is updated by updating, adding, or disabling 
               
               
                 condition 
                 contacts 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to manage address book or 
                 Display address book filtered/ordered 
               
               
                 clicks to forward a lead to a distributor 
                 by Distributor, Region, and Distributor 
               
               
                 sales rep 
                 Contact 
               
               
                 Update: 
               
               
                 The user updates existing contact 
                 Updated information is saved to 
               
               
                 information 
                 Address Book 
               
               
                 Create Distributor Sales Rep Contact: 
               
               
                 The user clicks to add a new distributor 
                 Displays a list of Distributor Companies 
               
               
                 contact 
                 Displays a list of Distributor Regions 
               
               
                 The user selects a distributor company 
                 Displays a list of Distributor Contacts 
               
               
                 The user selects a distributor region 
                 Information is saved to Address Book 
               
               
                 The user selects an existing contact 
                 New Contact form is displayed 
               
               
                 The user creates a new contact 
                 Contact record is created and 
               
               
                 The user completes New Contact form 
                 information is saved to User&#39;s Address 
               
               
                   
                 Book 
               
               
                 Create Standard Contact: 
               
               
                 The user clicks to add a new standard 
                 New Contact form is displayed 
               
               
                 contact 
                 Contact record is created if not matched 
               
               
                 The user completes New Contact form 
                 to existing and information is saved to 
               
               
                   
                 User&#39;s Address Book 
               
               
                 Disable Contact: 
               
               
                 The user clicks to disable a contact 
                 Displays any incomplete distributor lead 
               
               
                   
                 assignments sent to the selected contact 
               
               
                   
                 and prompts to Cancel or Reassign 
               
               
                   
                 Distributor Lead Assignment (if any 
               
               
                   
                 exist) 
               
               
                 User confirms disabling 
                 Prompts for confirmation and reason 
               
               
                   
                 for disabling (reason optional) 
               
               
                   
                 Address Book record is disabled 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Create a Fulfillment Assignment 
               
               
                 Description 
                 The user can create a fulfillment assignment. Fulfillment is 
               
               
                   
                 used to refer to any samples or literature sent to a lead 
               
               
                   
                 prospect. Fulfillment assignments can also be created by the 
               
               
                   
                 system based on answers on a Lead Request Form. 
               
               
                 Actor 
                 Lead Coordinator, Supervisor, System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                   
                 The lead is currently assigned (i.e. not rejected). 
               
               
                   
                 The lead was assigned to a lead coordinator that reports to 
               
               
                   
                 the supervisor (if a supervisor user) 
               
               
                   
                 The lead was assigned to the current user 
               
               
                   
                 (if lead coordinator) 
               
               
                 Post 
                 Fulfillment assignment is created 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to send a 
                 Displays Fulfillment Request form 
               
               
                 sample/literature item 
               
               
                 The user enters requested information 
                 Fulfillment assignment is created 
               
               
                   
               
             
          
         
       
     
         [0000]    
       
         
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 Name 
                 Complete a Fulfillment Assignment 
               
               
                 Description 
                 The user can complete a fulfillment 
               
               
                   
                 assignment by sending required samples and/or literature. 
               
               
                 Actor 
                 System Account Manager 
               
               
                 Precondition 
                 User has logged in 
               
               
                 Post 
                 Fulfillment assignment is completed 
               
               
                 condition 
               
               
                   
               
             
          
           
               
                 User Action 
                 System Action 
               
               
                   
               
               
                 The user clicks to view open Fulfillment 
                 Displays open Fulfillment 
               
               
                 assignments 
                 Requests 
               
               
                 The user selects all or selects individual 
                 Fulfillment manifest is 
               
               
                 fulfillment assignments then clicks 
                 generated in Excel 
               
               
                 download 
               
               
                 The user can alternately select Deny on 
                 Prompts for confirmation then 
               
               
                 selected fulfillment assignments 
                 completes fulfillment 
               
               
                   
                 assignment with a status of 
               
               
                   
                 denied 
               
               
                 The user uses the downloaded Excel doc 
                 Processes the updated 
               
               
                 to create a mail merge for letters/mailing 
                 Excel doc and completes the 
               
               
                 labels, indicates in a status field whether 
                 fulfillment assignment 
               
               
                 fulfillment was shipped or denied, 
               
               
                 includes a date/time, and uploads the 
               
               
                 excel doc 
               
               
                   
               
             
          
         
       
     
       System Information Display to Actors Examples 
       [0069]      
         [0000]    
       
         
               
               
               
             
           
               
                   
                   
               
               
                   
                 Screen Name 
                 Description 
               
               
                   
                   
               
             
             
               
                   
                 1. Lead Detail 
                 Shows the details of a lead assignment, 
               
               
                   
                   
                 including contact info, answers to 
               
               
                   
                   
                 questions on lead request form, notes, and 
               
               
                   
                   
                 any lead history (from this and any other 
               
               
                   
                   
                 contacts from the individual). 
               
               
                   
                 2. Lead List 
                 Shows the leads that have been assigned to 
               
               
                   
                   
                 the logged in user, the leads assigned to 
               
               
                   
                   
                 the sales staff that reports to the logged in 
               
               
                   
                   
                 user (if supervisor), all leads for a client (if 
               
               
                   
                   
                 Marketing Admin), or all leads for all 
               
               
                   
                   
                 clients (if System Account Manager). 
               
               
                   
                 3. Reports 
                 Shows a list of pre-defined reports that the 
               
               
                   
                   
                 user has access to run. 
               
               
                   
                 4. Fulfillment 
                 Displays a list of all open fulfillment 
               
               
                   
                   
                 assignments, allows the user to select 
               
               
                   
                   
                 which to export, and then allows the user 
               
               
                   
                   
                 to import an updated Excel doc with 
               
               
                   
                   
                 changes. This screen will only be used by 
               
               
                   
                   
                 MILLERPIERCE Account Managers. 
               
               
                   
                 5. Admin 
                 Allows for user, campaign, and marketing 
               
               
                   
                   
                 event management. This screen will 
               
               
                   
                   
                 eventually be extended to include Client, 
               
               
                   
                   
                 routing and prioritization workflow 
               
               
                   
                   
                 management, and email template 
               
               
                   
                   
                 management. 
               
               
                   
                   
               
             
          
         
       
     
       Forms Examples 
       [0070]      
         [0000]    
       
         
               
               
             
           
               
                   
               
               
                 Form Name 
                 Description 
               
               
                   
               
             
             
               
                 1. Lead Request Form 
                 A form containing a survey (and 
               
               
                   
                 potentially other information) presented to 
               
               
                   
                 a prospect upon responding to a marketing 
               
               
                   
                 event or visiting the “Contact Us” page of 
               
               
                   
                 a client&#39;s website 
               
               
                 2. Disposition Form 
                 A form completed by a sales person or a 
               
               
                   
                 distributor sales person that indicates the 
               
               
                   
                 outcome of a lead including purchase 
               
               
                   
                 plans. 
               
               
                 3. VOC (Voice of Customer) 
                 A form that allows the customer to 
               
               
                 Form 
                 indicate their level of satisfaction with the 
               
               
                   
                 sales process, purchase plans, and/or 
               
               
                   
                 request for additional information. 
               
               
                   
                 Generally, a request for this information 
               
               
                   
                 is sent via email to a lead prospect after a 
               
               
                   
                 Disposition form has been completed 
               
               
                   
                 or after a given time period from 
               
               
                   
                 completion of the Lead Request Form. 
               
               
                 4. Fulfillment Request Form 
                 A form accessed from the lead details or 
               
               
                   
                 lead list screen that allows the user to 
               
               
                   
                 request fulfillment items to be sent to a 
               
               
                   
                 lead prospect. 
               
               
                   
               
             
          
         
       
     
         [0071]      FIG. 1  is an example process diagram of lead management for an example company  10 . In this example, the company  10  is a U.S. domestic only Widgets manufacturer that sells through a distribution channel  20 . Company  10  has sales entities  30  of three people, each covering a territory  40  consisting of a range of states. Sales entities  30  work with a small number of distributor entities  50 , each with a small number of distributor sales representatives  60 . 
         [0072]    Company  10  typically manages its sales leads  70  in the same manner for all advertising campaigns  80  and sales lead generating events  90 . Advertising campaign  80  includes a second advertising campaign  100 . For example, the second advertising campaign  100  could be the presentation of a specific new product at a trade show. Company  10  wishes to treat sales leads  70  generated from the second advertising campaign  100  differently from the sales leads  70  generated by the first advertising campaign  80 . 
         [0073]    Both the advertising campaign  80  and second advertising campaign  100  are each composed of two sales lead generating events  110  (for a total of four sales lead generating events no). The processing or handling of sales leads  70  is performed by a default sales lead processing  120  or custom sales lead processing  130 .  FIG. 1  also depicts the existence of sales lead routing  140  and sales lead prioritization  150 . Typical implementation of sales lead routing  140  and sales lead prioritization  150  is further depicted in  FIG. 2  and  FIG. 3 , respectively. 
         [0074]      FIG. 2  is an example of typical sales lead routing  140  depicted in flow chart form. In this figure and in step  200 , a sales lead  70  is acknowledged and added to the system. Typically, the acknowledgement and adding of sales lead  70  to the system is performed either electronically or though the actions of a sales lead prospect  210 . 
         [0075]    A sales lead  70  is typically characterized as occupying one or more states  230 . Examples of states&#39;  230  include high value, high priority, special, high/low value client, east coast region, west coast region, and the like. While most simply thought of as representing a condition or attribute of the sales lead  70 , the state  230  typically represents a highly configurable and customizable collection of information. The information contained within a state  230  will usually vary from installation to installation of the system  5 . Further, the information contained within a state  230  may even vary from one sales lead generating event  90  to another sales lead generating event  90 . State  230  of the sales lead  70  is then evaluated  220 . 
         [0076]    Sales lead  70  is assigned  240  based upon state  230 . While the sales lead  70  is depicted within  FIG. 2  as being assigned  240  to a sales agent  250 , there exist other possible assignments. Examples of other possible assignments include assigning sales lead  70  to a distributor  50 , to sales lead clearing house  270 , to a sales department  280 , and the like. 
         [0077]      FIG. 3  is an example of typical sales lead prioritization depicted in flow chart form. While the example that  FIG. 3  depicts is that of a prioritizing scheme  320  based upon the size of the company  10  corresponding to the sales lead  70  and the company&#39;s  10  interest level  310 , it should be noted that there are many other possible prioritization schemes  320 . 
         [0078]    A sales lead  70  is given an initial prioritization score  340  in process step  300 . The initial prioritization score  340  of sales lead  70  is increased based upon the size of the corresponding company in process step  350 . The prioritization score  340  of sales lead  70  is further refined in process step  360  based upon the interest level of the company  10 . A final prioritization score  340  is fixed for the sales lead  70  in process step  370 . 
         [0079]      FIG. 4  is a diagram of an example sales lead management process  400  for one implementation of the applicant&#39;s novel technology as depicted in  FIG. 1  for the default lead management process.  FIG. 4  depicts the most common actions within the three major states of a sales lead  70 .  FIG. 4  begins with Sales Lead State  410  where an actor  407  makes his interest in a product or service known through completing a lead request form  420 . Likewise an actor  407  could make his interest known through other means, such as personal contact with a sales representative, a phone call to a sales representative, an email to a sales representative, and the like. 
         [0080]    The sales lead  70  enters into a received and reviewed state  430 . A determination is typically made at this time as to whether or not the sales lead  70  can be assigned  240 . If the sales lead  70  can be assigned  240 , it is assigned  240  and the sales lead  70  enters into an assigned state  460 . If the sales lead  70  cannot be assigned  240 , then there is an assignment exception  440 . A sales lead assignment exception  440  typically experiences one of two viable exits. The sales lead  70  is either manually assigned  240  or the sales lead  70  is entered into a bad sales lead  450  state. Sales leads  70  that enter into a bad sales lead  450  state receive no further processing. 
         [0081]    A sales lead  70  in the assigned state  460  can be reassigned  463 , left in the assigned state  460 , or it can be noted as a bad sales lead and enter into the bad sales lead state  450 . It is informative to note that reassignment  460  is a generic term with a broad enough definition to include non-sales entities. For example, a sales lead  70  could be reassigned  463  for reevaluation  465 . 
         [0082]    A sales lead  70  stays in the assigned state  460  until a sales entity (most often a sales representative or sales agent  250 ) receives the assigned sales lead  70 . It is informative to note that the act of receiving a sales lead  70  places the sales lead  70  into the state of being received  520  while imposing requirements upon the receiving actor  407 . For example, a sales agent  250  receiving a sales lead  70  incurs various requirements associated with the sales lead  70 . Changing the state of a sales lead  70  from assigned to received  520  also changes the major state of the sales lead  70  from that of sales lead state  410  to assigned state  480 . A sales lead  70  can transition received  520  to waiting for follow up  530  or to assigned to a distributor  500 . 
         [0083]    A received  520  sales lead  70  can also enter into a state of waiting on voc  540 . The normal transition is for a sales lead  70  to exit from waiting on voc  540  and enter into received voc state  570 . Other possible states, though not shown, include entering into a no response state, typically after a waiting period, no voc possible, no voc needed, and the like. Normally, a sales lead  70  transitions to being satisfied  580  after receiving a voc feedback. 
         [0084]    Once assigned to a distributor, a sales lead  70  can transition to the major state of being in a distributor assigned state  560  through the distributor assigning  590  the sales lead  70 . The typical scenario for this is where a distributor  500  assigns the sales lead  70  to a distributor representative (a sales agent  250 ). A distributor assigned  590  sales lead  70  can also enter into a state of waiting on voc  540 . 
         [0085]    Other typical states include entering into a no response  600  state after a period of delay or a state of denied  610  by the sales representative. Usually, a no response state  600  and a denied state  610  cause the sales lead  70  to revert back to a received state  520  with the owner being a manufacturer&#39;s sales agent  250 . 
         [0086]      FIG. 5  is a diagram of an example of a custom lead management process  130  (in this example, representing a custom trade show lead management process) for one implementation of the applicant&#39;s novel technology as depicted in  FIG. 1  for the specialized trade show sales lead  70  management process. Similar to  FIG. 4 , a sales lead  70  can exist within one of three major states; starting sales lead state  410 , assigned state  480 , and distributor assigned state  560 . Unlike in  FIG. 4 , a trade show sales lead  70  custom lead management process  130  typically will utilize an automated or high volume method of accepting notices for entering into sales transactions (sales leads  70 ). The high volume method of accepting notices for entering into sales transactions is generically represented in  FIG. 5  as lead importation  415 . Once imported, a trade show sales lead  70  enters into a state waiting fulfillment  435 . In practice, waiting fulfillment  435  typically denotes an additional review and handling concerns not presenting within the normal lead management process. For example, waiting fulfillment  435  often will include additional review by a fulfillment officer where he might impose additional constraints upon the future handling of the sales lead  70 . Other than sales lead importation  415  and waiting fulfillment  435 , the handling of a sales lead  70  is much the same for the typical trade show sales lead management process as the handling of a sales lead  70  is for the default sales lead management process. 
         [0087]      FIG. 6  is an example process diagram of sales lead management  605  for an example international company  10  utilizing a distribution channel  630  for both national and international sales lead fulfillment  607 . In this example, company  10  also has a sales force  613  of several sales agents  250  with the responsibilities for national and international sales divided among the sales agents  250 . In this example, company  10  has its typical advertising campaign  80  expressed through three main advertising channels  670 . Advertising channels  670  can also be thought of as commonly used and reoccurring sales generation activities no collectively linked to an advertising campaign  80 . Example advertising channels  670  could include a web site, advertising in a industry periodical, a targeted email campaign based upon an industry periodical&#39;s subscribership, and the like. 
         [0088]    Company  10  also has a second and specialized advertising campaign  100  making use of a specialized advertising channel  675 . In this example, company  10  wants to separately track the sales leads  70  created by the second and specialized advertising campaign  100 . Company also wants the sales leads  70  created by second and specialized advertising campaign  100  to be specifically routed to a specialized quality managing sales agent  250 . 
         [0089]    Similar to  FIG. 1 ,  FIG. 6  also has a default sales lead management process  120  and a specialized sales lead management process  130 . Default sales lead management process  120  handles the sales leads  70  created by the standard advertising campaign  80 . Specialized sales lead management process  130  handles the sales leads  70  created by specialized advertising campaign  100 . Also similar to  FIG. 1  are the sales lead router  140  and sales lead prioritizer  150 . The basic idea in this example is that the sales lead handling  613  has been customized to enable different handling and processing of sales leads  70  based upon which advertising campaign is responsible for the sales lead  70 . 
         [0090]      FIG. 7  is an example of a typical sales lead routing  700  for the example sales lead handling  613  shown in  FIG. 6 . In this figure and in step  710 , sales lead  70  is imported to the system  5 . In step  720 , the router routes sales leads  70  that correspond to clients in excess of certain amount of employees to a specific sales agent  250 . For example, the router could route all sales leads  70  from clients of excess of a thousand employees to a sales manager. 
         [0091]    In step  740 , sales leads  70  not previously assigned in step  720  are assigned to a sales agent  250  based upon some distinguishing characteristic. For example, step  720  could assign sale leads  70  to sales agents  250  based upon the country of the company associated with the sale lead  70 . 
         [0092]      FIG. 8  is an example of a possible implementation of a default sales lead process diagram for the example manufacturing and product distribution depicted in  FIG. 6 . The diagram depicts the most common actions within the four major states of a sales lead  70  with respect to the situation described in  FIG. 6 . The diagram starts in sales lead state  800  with an actor  407  making his possible willingness to engage in a sales transaction known through completing a sales lead request form  420 . It should be noted that there are a multitude of other means by which an actor  407  could make his willingness to engage in a sales transaction known. Examples include through personal contact of the actor with a sales representative, with a phone call to a sales representative, with an email to a sales representative, and the like. 
         [0093]    Sales lead  70  then enters into a received and reviewed state  430 . A determination is made at this time as to whether or not sales lead  70  can be assigned  460  or if additional materials are needed for the assignment  460  of the sales lead  70 . If the sales lead  70  can be assigned  460 , it is assigned  460  and the sales lead  70  enters into an assigned state  460 . If sales lead  70  cannot be assigned  460 , then there is an assignment exception  440 . A sales lead assignment exception  440  generally experiences one of two viable exits. The sales lead  70  can either be manually assigned  460  or sales lead  70  can enter into a bad sales lead state  450 . Sales leads  70  that enter into a bad sales lead state  450  receive no further processing. 
         [0094]    A sales leads  70  in the state of needs fulfillment  840  is a sales lead  70  that requires additional materials before the sales lead  70  can actually be assigned. For example, a specific sales lead  70  could require additional sales information, product information, service and warranty information, and the like before a sales agent  250  could act to fulfill sales lead  70 . 
         [0095]    Sales lead  70  in assigned state  460  can be reassigned  460 , leaving the sales lead  70  in the assigned state  460 , or it can be noted as an invalid sales lead  70  and enter into the pending bad sales lead state  860 . It is informative to note that reassignment is a generic term with a broad enough definition to include non-sales entities. For example, a sales lead  70  could be reassigned  460  to an entity that would re-evaluate the sales lead  70 . 
         [0096]    A sales lead  70  stays in the assigned state  460  until a sales entity  250  (most often a sales representative or sales agent  250 ) receives assigned sales lead  70 . It is informative to note that the act of receiving a sales lead  70  places the sales lead  70  into the state of being received  520  while also imposing a state and requirements upon the receiving actor. For example, receiving a sales lead  70  imposes various requirements and activities upon the receiving sales entity  250 . Changing the state of a sales lead  70  from assigned to received  520  also changes the major state of the sales lead  70  from that of sales lead state  800  to assigned state  810 . Sales lead  70  can transition from being received  520  to that of waiting for follow up  530  or to that of being assigned to a distributor  500 . 
         [0097]    A received  520  sales lead  70  can also enter into a state of waiting on voc  540 . The normal transition is for a sales lead  70  to exit from waiting on voc  540  and enter into the received voc state  570 . Other possible states, though not shown, include entering into a no response state, typically after a waiting period, no voc possible, no voc needed, and the like. Normally, a sales lead  70  transitions to being satisfied  580  after receiving a voc feedback. 
         [0098]    A received  520  sales lead  70  can also enter into the state of overdue  850  after an overly long period of non activity upon the respective sales lead  70 . In this example implementation, the sales lead  70  in a state of overdue  850  can be revived through being re-marked received  520 . 
         [0099]    Once assigned to a distributor  500 , a sales lead  70  can transition to the major state of being in a distributor assigned state  560  through the distributor  500  assigning  590  the sales lead  70 . The typical scenario for this is where a distributor  500  assigns the sales lead  70  to a distributor representative (a sales agent  250 ). A distributor  500  assigned  590  sales lead  70  can also enter into a state of waiting on voc  540 . 
         [0100]    Other typical states include entering into a no response state  600  after a period of delay or a state of denied  610  by the sales representative. Usually, a no response state  600  and a denied state  610  cause the sales lead  70  to revert back to a received state  520  with the owner being a manufacturer&#39;s sales agent  250 . 
         [0101]      FIG. 9  illustrates a possible custom sales lead router process  900  for the example manufacturing and product distribution depicted in  FIG. 6 . In process step  910 , a sales lead  70  is added by a sales lead prospector  930 . Examples of sales lead prospectors  930  include commissioned sales lead finders, automated contact and response systems, web based interaction systems, and the like. In this example, an added sales lead  70  is routed to a marketing manager in process step  920 . 
         [0102]      FIG. 10  illustrates a possible custom sales lead management process  1000  for the example situation depicted in  FIG. 6 . In this example, the process  1000  represents an amount of pre-processing to screen out the nonproductive sales leads  70  that tend to occur from large scale email advertising campaigns. However, it is informative to note that that while process  1000  represents pre-processing to screen out nonproductive sales leads  70 , other possible unique and/or specialized processing is possible. For example, process  1000  could have been configured to effect net promoter scoring (NPS), market research study, potential customer survey, brand awareness survey, and the like. 
         [0103]    The process  1000  consists of two major states, initial sales lead state  1010  and an assigned state  1020 . In the initial sales lead state  1010 , a sales lead  70  enters into the system, the sales lead&#39;s  70  state becomes received  1030 . Assigning the sales lead  70  causes the sales lead&#39;s  70  state to change to assigned  1040 . However, it should be noted that in this example the assignment is actually to a marketing manager  1015 . The market manager  1015  further reviews sales lead  70  to ensure that the sales lead  70  is worth the effort of following up. Once received  1050  by the marketing manager  1015 , sales lead  70  is either discarded or put into the normal processing depicted in  FIG. 8 . 
         [0104]      FIG. 11  illustrates an example installation of a customizable system  5  for the automatic management and evaluation of business lead creation and development. It should be noted that while shown and discussed in a linear sequence, the various processes associated with an installation of a customizable system for the automatic management and evaluation of business lead creation and development often occur in parallel or in different sequences. Typically, the process  1100  begins with process step  1110  where company  10  accepts a proposal for the system  5  installation. Next definition meeting schedule  1120 , is operated to establish a timeline for all the upcoming definitional meetings. A definition meeting  1505  is a generic term representing the gathering of definitions, processes, process flows, requirements, and the like with respect to a specific functional area of the company  10 . For example, process step sales force definition  1140 , contained within process step  1130 , is a meeting where information such as names, geographic responsibilities, the management and the like of the sales agents are gathered. Management definition  1150  and legacy data definition  1250  are similar to sales force definition  1143  in that they are meeting where the respective to the meeting information is gathered. 
         [0105]    Landing page definition  1160  is slightly different than other definitional meetings. The landing page definition  1160  meeting also guides the company though the process of mapping a collection of lead  70  distinguishing characteristics of a lead  70  into an initial lead  70  routing and prioritization process. The starting point of the meeting is normally a best practices  1500  collection of information gathering questions. A typical later implementation of the initial lead  70  routing and prioritization process is through a collection of information gathering questions upon a lead collecting or entering web page. Example other possible implementations of an initial lead  70  routing and prioritization process include using post cards, telephone interviews, survey-like forms, and the like. 
         [0106]    Lead scoring definition  1170 , voc survey definition  1180 , disposition survey definition  1190 , fulfillment definition  1200 , product definition  1210 , system generated emails definition  1220 , custom reports and dashboards definition  1230 , workflow business process definition  1240 , and legacy data definition  1250  are all implementation process steps similar to Landing page definition  1160  in that the afore mentioned processes all utilize a collection best practices  1500  as the starting point for their information or component of implementation. Lead scoring definition  1170  is responsible for determining a company&#39;s  10  best means of prioritizing leads  70  based upon a lead&#39;s  70  criteria. Typically a lead&#39;s  70  characterizing information is gathered through a device resulting from landing page definition  1160 . Voc survey definition  1180  is responsible for determining a company&#39;s  10  best voc  540  instruments, including both form and content thereof. Disposition survey definition  1190  is responsible for determining a company&#39;s  10  best disposition  1510  instruments, including both form and content thereof. A disposition  1510  is an information reporting instrument typically completed by internal or external to the company sales agents  250  for the purposes of collecting purchase information, product issues, sales channel issues, follow-up information, and the like. Fulfillment definition  1200  is responsible for defining the company&#39;s  10  means of fulfilling a lead  70 . Fulfillment  1203  is a broad term and encompasses providing product delivery, product information, general sales information, and the like. Product definition  1210  is responsible for defining the company&#39;s  10  products  1520 . While listed separately, large information overlap often enables product definition  1210  to be done at the same time as disposition definition  1190  and voc survey definition  1180 . System generated emails  1220  is responsible for responsible for defining the company&#39;s  10  automated emails to be sent as part of the company&#39;s  10  customizable system for the automatic management and evaluation of business lead  70  creation and development. Custom reports and dashboards definition  1230  is responsible for determining the informational needs of the various roles  1530 . Workflow business process definition  1240  is the process responsible for developing the work flow  1540  representative of a lead&#39;s  70  lifecycle. The work flow  1540  is initially mapped according to best practices  1500  and is further refined to represent the company&#39;s  10  current or desired work flow  1540 . Legacy data definition  1250  is the process responsible for defining legacy data&#39;s  1550  existence within the resulting customizable system for the automatic management and evaluation of business lead  70  creation and development. 
         [0107]    After the many definitional and requirement gathering activities, the process of implementing the system continues with the planning of the implementation of the system. The actual implementation of the customizable system for the automatic management and evaluation of business lead  70  creation and development follows the planning of the implementation. The general sub processes are shown in  FIG. 11 . There are also the processes for testing and client review, going live with the system, and ongoing monthly support; all of which are shown in  FIG. 11  for the purposes of completeness but not described here. 
         [0108]      FIG. 12  is a diagrammatic view of a computer system  12500  of one implementation. As shown in  FIG. 12 , an exemplary computer system to use for implementing one or more parts of the computer system  12500  includes a computing device  12506 . In its most basic configuration, computing device  12506  typically includes at least one processing unit  12502  and at least one memory unit  12504 . Depending on the exact configuration and type of computing device, memory unit  12504  may be volatile (such as RAM), non-volatile (such as ROM, flash memory, etc.) or some combination of the two. This most basic configuration  12506  is illustrated in  FIG. 12 . 
         [0109]    Additionally, computing device  12506  may also have additional features and/or functionality. For example, computing device  12506  may also include additional data storage  12513  (removable and/or non-removable) including, but not limited to, magnetic or optical disks or tape. Such additional storage is illustrated in  FIG. 12  by removable storage  12508  and non-removable storage  12510 . Computer storage media includes volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. Memory unit  12504 , removable storage  12508  and non-removable storage  12510  are all examples of computer storage media. Computer storage media includes, but is not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital versatile disks (DVD) or other optical storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can accessed by computing device  12506 . Any such computer storage media may be part of computing device  12506 . 
         [0110]    Computing device  12506  typically includes one or more communication connections  12514  that allow computing device  12506  to communicate with other computers/applications  12515 . Computing device  12506  may also have input device(s)  12512  such as keyboard, mouse, pen, voice input device, touch input device, etc. Output device(s)  12511  such as a display, speakers, printer, etc. may also be included. These devices  12511 ,  12512  are well known in the art and need not be discussed at length here. 
         [0111]    While the novel technology has been illustrated and described in detail in the drawings and foregoing description, the same is to be considered as illustrative and not restrictive in character. It is understood that the embodiments have been shown and described in the foregoing specification in satisfaction of the best mode and enablement requirements. It is understood that one of ordinary skill in the art could readily make a nigh-infinite number of insubstantial changes and modifications to the above-described embodiments and that it would be impractical to attempt to describe all such embodiment variations in the present specification. Accordingly, it is understood that all changes and modifications that come within the spirit of the novel technology are desired to be protected.