1. Building A Marketing And Sales Powerhouse One Lead At A Time Lead Management Diana Harr, Bus. Marketing Manager Paul Skakum, Bus. Retention Manager

2. Today’s Marketing Challenges  Past attempts resulted in “mixed results”  One time event vs. process  Traditional methods have low ROI and limited budget doesn’t allow for consistent traditional approach  Manual tracking - unreliable

3. Making Salesforce.com Our MOST VALUABLE ASSET Today, Salesforce.com is used for the AEs’ sales funnel activity and reporting purposes Going forward:  Data repository Feed new information Update existing information  Accuracy is key  Marketing engine and driver for lead generation Leverage it

4. What is Lead Management or Demand Generation?  Combined set of activities between sales and marketing that does two things: Puts high quality leads into the top of the sales funnel Helps sales pull opportunities through the sales funnel quicker and with higher close rates  Create real-time digital relationships and then with automation, find the area of interest and level of qualification. Result? Sales gets qualified leads

5. The BIG Picture Marketo (lead generation tool) Integrated with Salesforce.com Launch with Plexus direct mail/email campaign With Marketo, marketing can see:  Who opened the e-mail  How many times  If they filled out a form  If they downloaded something  If they went to multiple pages on website  If they visited website multiple times in one week This behavior is automatically tracked, scored and when the right set of behavior and the right kind of prospect “raises their hand”, marketing passes this lead over to sales!

6. What’s My Role & How Do We Get There?  Teamwork Discipline from field and BCC  Start from “ground zero” and work our way up: Integrate new processes with existing Use Salesforce.com to capture/update demographic data and key information for all “sales leads” (replaces Clarify ticket) Assign lead to appropriate division

7. “Sales Lead” Call Flow Using Salesforce.com Direct Mail Email Campaign Website Other Advertising BCC Call Greet & Collect Caller Info. Search Leads -Assign Lead to AE -Set AE Task -Done Try Warm Connect to AE FoundAvailable Search Serviceable Addresses No Lead -Assign Lead to BCC Queue -Confirmation Email -Done Not Available Available -Create New Lead -Assign Lead to AE -Set AE Task -Done -Create New Lead -Assign Lead to BCC Queue -Confirmation Email -Done Not Available Try Warm Connect to AE Sales Lead Operations Billing Service Issues Follow Normal Clarify Process Caller Information To Collect: Basic information: Contact Name Business Name Phone Number Address Email Address Then ask “How did you hear about us?” -Lead Source drop down (ex. email, direct mail) -Campaign Source drop down (ex. Plexus campaign) Existing Customer Search Accounts by Business Name -Create Task -Assign to Sales Manager -Done Non-Customer

8. - Typical BCC Screen - Receive Call From a Prospect Click on Home Tab and perform an “Advanced Search”

9. - Choose “Advanced Search” and enter the name or business to search - Limit the search to “Leads” - After Search is Complete apply filter for Division

10. - Select Edit to add and insert additional information collected

11. - Once Editing is complete, Assign to the Division’s BCC queue - Also select Send Email Notification to notify BSM & BSC in the Division

12. - If no Lead was found, Search the Serviceable Addresses - Assign Task to local Business Sales Manager (SM)

13. - If the Address is found, click on the Address Index

14. - Serviceable Address Screen - Location is Serviceable for all Services … Now scroll to bottom and Create a New lead

15. - Create a New Lead

16. - Once you Complete the Editing the Lead …. Save - Now you must Change the Lead Owner from your name to the Division BCC queue

17. - Once Editing is complete, Assign the Division’s BCC queue - Also select Send Email Notification to notify BSM & BSC in the Division

18. Wrap Up  Discuss Plexus Campaign  Q&A