Lead Management Sugarcrm 7 Atcore Systems-1

Attract. Convert. Retain.
Lead Management in
Sugar 7
Written by: Josh Sweeney and Briana Gross

www.AtcoreSystems.com
Atcore Systems, LLC 2014
All rights reserved. No part of this
publication may be reproduced or
redistributed in any form without the prior
written permission of the publishers.
1 | AtcoreSystems.com
PREFACE .................................................................................................................................. 3
Defining Leads ....................................................................................................................... 3
LEAD STATUS .......................................................................................................................... 4
Status Definitions .................................................................................................................. 4
Lead Status Customization ................................................................................................... 4
Skipping the Leads Stage .................................................................................................. 5
VIEWING LEADS ...................................................................................................................... 6
Leads Dashlet ........................................................................................................................ 6
List View ................................................................................................................................. 8
Search Wildcards ..................................................................................................................................... 9
Search Persistence .................................................................................................................................. 9
Reports ................................................................................................................................... 9
Report Dashlets ....................................................................................................................11
GETTING LEADS INTO SUGARCRM ......................................................................................13
From your Internal Sugar System .......................................................................................13
From your Phones Browser ................................................................................................14
From your iPhone, iPod Touch or iPad (the SugarCRM App) ...........................................17
Importing from a List (CSV) .................................................................................................19
CSVs from Business Cards ................................................................................................................... 19
Use Excel to Create a CSV file .............................................................................................................. 19
Import the CSV into SugarCRM ........................................................................................................... 211
From your Web Site ..............................................................................................................24

LEADS AND CAMPAIGNS ......................................................................................................28
Target Lists ...........................................................................................................................29
LEAD CONVERSION ...............................................................................................................31
Field Replication ...................................................................................................................32
STUDIO CONFIGURATION .....................................................................................................33
Editing Labels .......................................................................................................................34
Creating New Fields .............................................................................................................35
Configuring the Conversion Process ..................................................................................36
LEAD ROUTING THROUGH WORKFLOWS ...........................................................................37
Condition ...............................................................................................................................38
Alerts .....................................................................................................................................40
Actions ..................................................................................................................................42
Detail View.............................................................................................................................44
OPPORTUNITIES .....................................................................................................................45
Creating a New Lead ............................................................................................................46
Link Existing Lead ................................................................................................................47
Removing a Lead ..................................................................................................................48
SUGARCRM AND THIRD PARTY ADD-ONS ..........................................................................50
From Outlook ........................................................................................................................50
Gmail Lead Creation .............................................................................................................51
Marketing Automation and Lead Generation ......................................................................53
CONCLUSION ..........................................................................................................................54
Preface
The goal of this document is to help you better understand the various ways to work with leads
within SugarCRM.
The leads section of any CRM system can be confusing. Users that are new to CRM generally
find a lack of definition around what qualifies as a lead. Why cant we just use Contacts? The
differences may be subtle, but the impact on the organization of your marketing campaigns and
sales teams is significant.
The definition of a lead is often dictated by the business, but there are some generalities that
can help get us started.
Many of the examples and all of the screenshots provided were create using SugarCRM 6 Pro
but most of the content is applicable to other versions of SugarCRM.
Defining Leads
In SugarCRM and most CRM systems a Lead is generically defined as unqualified data.
Unqualified data could be, for example, a business card
that one received from a networking event or conference.
TECH NOTE
In general there is no deal in the works and the sales or
lead qualification team has not identified a revenue
A Record is an entry into the
amount to associate with the record.
CRM (and its database) such as a
The goal of your business is to convert these leads into
revenue. In SugarCRM, that means converting the Lead
record into records to represent Contacts, Opportunities,
Tasks and Accounts.
Lead, Account, or Contact. Every

individual Contact is a record.
Records can be related to one
another, as a Quote record can be
related to an Account record.
Lead Conversion is the process of converting unqualified

data, a lead, to qualified data including an Account, Contact and Opportunity.
The lead conversion process determines and defines when a sales person should consider a
lead qualified and then convert. It is ultimately defined by the company using the system, but
some common examples include:
A lead should be converted when the sales person has spoken to the lead and can
assign a value to the deal and accurately assign the probability of closing.
A lead should be converted after a certain amount of data is identified. This is usually
driven by a specific predefined process.
A lead should be converted when a certain lead score is met.
Lead Status
The lead status field provides details about where the lead is at in the lead qualification process.
Making sure to set the status properly ensures that sales teams or lead qualification teams can
filter on the records that are important and dismiss those that are not.
Status Definitions
New
This stage indicates that the lead was just received or entered into
SugarCRM.
Assigned
Assigned is the status that is set when the lead is changed from new
and assigned to an individual to follow up on.
In Process
In process means that the user it was assigned to has taken ownership
as well as taken the first action to qualify the lead.
Converted
When a lead is converted the sales person or lead qualification person

has determined that there is potential revenue. The conversion process
often triggers the creation of a Contact, Account and Opportunity. This is
discussed further in the Lead Conversion section.
Recycled
Leads are often moved to the status of Dead for various reasons. Often
times the lead is later recycled so that lead nurturing can be conducted.
Dead
This stage is often the end of a lead and signifies that the lead is no
longer of value. This can be decided for a multitude of reasons. The
business should have predefined rules for when to convert a lead to
dead.
Lead Status Customization

Like all SugarCRM fields, the Lead Status dropdown can be customized to fit your business and
represent definitions that increase productivity and accuracy. To change these options, click
open in the Dropdown Editor from the Administrative panel.
In the Dropdown Editor, select the lead_status_dom
Should the business decide to change the lead statuses they should also define what each
status means, similar to what has been done in the Status Definitions table above.
By defining the new statuses and disseminating this information to the sales organization the
business ensures that all sales people are on the same page when setting statuses. Without
this the reports created will have less accuracy and will negatively affect decision making.
Skipping the Leads Stage

Some situations may have a user skip the Lead and Lead Conversion process altogether. In
situations where a sales person receive a business card where the contact is clearly interested
in getting a quote for products or services, the information can be entered directly as a Contact
record and an Account or Opportunity can be opened for the deal.
With a default instance of SugarCRM, there should be no negative consequences of skipping
the sales stage and with situations like the above example, creating and converting the lead
would almost certainly take more time than simply entering contact or account information.
Viewing Leads
Users will always be looking to view data in different ways based on the way that they work.
Leads as well as other records in SugarCRM can be viewed in several ways, with each
offering their own benefits.
Leads Dashlet
A quick and direct way to see leads is through the Leads Dashlet. The main focus of the dashlet
is to give users a quick and immediate overview of leads assigned to them without requiring
search criteria. The dashlet will be displayed on the Home screen, visible immediately when the
user logs into SugarCRM.
To create a dashlet, navigate to your Home page and click the drop down arrow on the Create
button on the right side of the page and select Edit.
You will see your home screen change just a little and there will be an option to Add a
Dashlet. Click on this area.
Once this has been selected a pop up window will appear where you can add the Leads
Dashlet.
Click the Select and Edit option next to the List View option.
From here you can add a dashlet from your modules, including your leads.
Choose the Leads module from the module drop down. You can also add or remove the
columns you want displayed as well as the amount of leads displayed.
Save your options and the My Leads dashlet will be added to your home screen.
List View
Using the List View provides a rows-and-columns account of leads in the system. The main
benefit over using the dashlet is the search capability. In a dashlet the user sets filters which
determine the data that is automatically shown each time he or she visit the page holding the
dashlet. Using the search in a list view users can quickly view lists that fit more specific criteria
as well as view more records at once.
Find the List View by clicking View Leads from the Leads menu. This will display all the leads
you have access to view. You can search the leads module by first or last name, email
address, street address, etc.
Setting the filters will allow the leads to be searched by assigned user, address, lead source and
more. Anything you chose will narrow down the list of Leads that are displayed. Enter in the
details and click the Search button to show the new list.
Search Wildcards
While searching and filtering data a user can use the percent character (%) wildcard to assist in
finding data. The wildcard tells Sugar that the user is not sure about what is before or after
certain characters. One example usage would be searching for names that can have different
spellings. Lets say that you spoke to Chris on the phone and you need to look him up in the
leads area but dont know how he spells his name. In this instance you could type %ris in the
name field and you would any record that contained ris, including Cris, Kris, and Chris.
Search Persistence: For versions prior to Sugar 7

By default, all searches in SugarCRM are persistent which means that if you search in a list
view, leave that view and come back, the same search criteria will be filled in as when you left.
This can be very helpful at times but can occasionally cause confusion. If at any point during a
search you are not receiving the number of records that you know would fit the search, you may
want to click the Clear button and start a new search.
Reports
Reports are the next step in searching and filtering to find specific data after using list views.
Using reports a user can filter fields in a leads record as well as on other related records.
Reports also add the ability to use date range and other criteria not available in the search area
of the list view. Along with advanced filtering, a report will give you the ability to run calculations
on data, set groupings for visualization and create charts. Reports can be saved to use again
another day and can also be easily saved and printed from a PDF file. Some reports also have
the option of being added as a dashlet for faster reference.
To use the leads report, navigate to the Leads module and click on View Leads Report.
Youll be presented with the List View of Reports available to you in the system. These reports
will all be related to the Leads module. Select a report from the list related to the leads module.
Reports have many functions and features that are outside the scope of this book, but know that
the report will show you a spreadsheet-like result of columns and rows of data, and optionally
show you a chart or graph of that data.
This report Leads by Lead Source simply shows the number of leads gathered by their
sources, e.g. Cold Call, Web Site, Email campaign. This is an example of the type of reports
you can build off the Leads module.
Report Dashlets
Take the above example and turn it into a dashlet on your home screen for easier access,
similar to the Leads Dashlet. Do this for the reports you use every day. Add the Reports dashlet
the same way as we did the Leads Dashlet: click the Add a Dashlet option and select the
Saved Reports Chart Dashlet tab. Choose a saved report (e.g. Calls by Team by User).
Save the option and the chart dashlet will be added to your home screen as seen below.
Getting Leads into SugarCRM

Whether your leads come from purchased call lists, business cards at networking events or any
combination of other sources, your business will need to
have the ability to easily import leads into the system
from various systems.
TECH NOTE
Different situations will likely call for a different method
of inputting a lead, so it is important to be aware of
multiple methods of getting data into the system to stay
efficient with data entry.
From your Internal Sugar System

The most common method of lead-entry for the average
user will be the SugarCRM web interface.
Privileged accounts in SugarCRM can

assign leads to other users, such as a
manager assigned a lead to a certain
member of the sales team. To ensure
that users are made aware of being
assigned records, a SugarCRM
administrator can enable the
Assignment Notifications
setting under Configure Email Settings
in the Administration page.
Open SugarCRM and navigate to the Leads module

from your computers web browser. This will be easy for
employees that have used the SugarCRM system already.
Place your mouse over the Leads button and then click on Create Lead.
In the Leads form, enter all of the information you can for the individual or company. Click Save
when youre done to save the Lead in the system.
You will be presented with a Lead record similar to the one below, allowing you to access the
information, convert the lead, and search campaigns they are related to and many more
options.
From your Phones Browser

Travelling staff may use their mobile phones web browser to input a Lead into the SugarCRM
system.
This is likely the most convenient way for a mobile businessperson to get his or her data into the
system. One needs to simply use the web browser on their smartphone be it Blackberry,
iPhone, Android, Windows or any other device with a reasonable web browser to access your
SugarCRM installation.
In the phones browser (Mobile Safari for the Apple iPhone is depicted), navigate to your
SugarCRM instance and login with your normal credentials.
Select Leads from the Module List and click or press the Done button.
Just like the normal web interface, we can search for a Lead by name or Create a new one with
the Create button.
Enter in all of the contacts information, then press the Save button at the bottom of the screen.
The new Lead record will be displayed.
From your iPhone, iPod Touch or iPad (Sugar Mobile)

Users with iOS Devices can install SugarCRMs official application, Sugar Mobile, and this can
be used with all of SugarCRMs modules, including Leads. Lead Entry works similarly to the
web-based view and the mobile view.
Open the SugarCRM application.
Click on the Leads button. You will see a list of Leads that are assigned to you in the system.
To add a Lead, click the plus button
in the top-right corner.
Fill in the Leads information. When youve entered in all of the information, press the Save
button in the top right corner.
You are redirected to view the Lead record youve just created.
Importing from a List (CSV)

If you have a list of possible leads in a CSV you can simply import the entire list into SugarCRM
with one form.
CSVs from Business Cards
Business Card Scanners can be used to scan a
stack of business cards into a computer, and many
of these devices include software to convert the
scanned data into a single CSV file.
Consult the manual of your device for instructions on
exporting your data to a CSV file.
Use Excel to Create a CSV file
If you dont have a CSV file but you do have an Excel
spreadsheet, we can convert the spreadsheet to
CSV so we can upload it to SugarCRM.
Open the file in Excel and click the

Other Formats.
TECH NOTE
CSV is an abbreviation of Comma
Separated Value. These files are very
similar to spreadsheets, except that the
data is stored as text in the file and no
formatting information is kept.
Because it is flat text, a CSV file can be
used and rendered by many software
programs and has become somewhat of
an industry standard for various types of
list data.
Office button, mouse-over Save As and select
Select the Save as type of CSV (Comma delimited) (*.csv). Save the file somewhere
memorable so that we can import it to SugarCRM.
Import the CSV file into SugarCRM

Click the Leads tab and click the Import Leads button.
You will need to choose if the file is from your computer or an external source. Since CSV is
what was mentioned above we will choose from my computer.
Click Next to continue the process.
Browse for the file on your computer. There is the option to Create New Records or Create
and Update Records. You may want to choose Create and Update Records if you
believe your list may contain Leads that are already in your system.
Click Next to continue.
SugarCRM will ask you to confirm that your import is correct before continuing on. The next
option will allow you to map the columns to the appropriate SugarCRM field. SugarCRM will do
its best to match the data in your file with field labels in the Leads module. First Name, Last
Name, Phone Numbers and other familiar information should be detected and labeled
automatically. If you have data in your CSV more specific to you or your organization (e.g. a
referrers name) it may not map automatically, and you will have to select the Database Field
appropriately.
Click Next to continue.
This screen will give you the option to change the row to the correct module field. For example
if you have the information labeled as dealer first and last or region for addresses, you will need
to tell SugarCRM what field it is related to within the system. Keep in mind a last name is
required to create the record.
The last option when importing a CSV file is to allow SugarCRM to check for duplicates. This is
helpful when importing a large list or you are unsure if there are duplicates. Drag and drop the
fields you want to check for duplicates
Click import now on Step 5 to continue.
When Sugar has completed importing the data you will be presented with a list of the new leads
that were imported. Clicking on the lead name will allow you to access all the related
information for this record that was imported from the CSV file.
From your Web Site

You can create a form for your companys web site for potential customers to use without
having to log into your SugarCRM system. From there visitors can input the desired information
and it will be placed in your Sugar database.
The Lead Form is part of the Campaigns module. Select Create Lead Form from the
Campaigns menu.
Select the fields you would like your form to utilize. Select as few or as many as desired,
keeping in mind that you at least need a name and way to contact the Lead.
Simply drag and drop the fields into the first or second column. Click Next when your fields are
in the order you want.
Enter some more information about the form the Leads will be filling out. You must relate it to a
campaign. Click Generate Form to continue.
Now you will be prompted to use Sugars built-in HTML editor to adjust the form. You can
change fonts, colors, and the tables arrangement. You have access to the HTML itself by
clicking the HTML button. Click the Save Web to Lead Form button to save the form.
After saving, youll be presented with the markup and scripts necessary to place your form in a
website. Paste the code into your site wherever you feel appropriate and commit or upload the
changes to your web server(s).
The end result is the form on your web page for your potential leads to fill in.
Leads and Campaigns

Campaigns refer to marketing campaigns created in SugarCRM. If a lead was gained through a
campaign, it is useful to create this association in the system so you can track the campaigns
success at gathering leads and, later on, gathering leads that were converted into revenue.
Lists of leads that are imported from CSV files can be associated during the import process. An
individual Lead record can be associated with a Campaign when it is created or later in the Edit
View. The related campaign can be seen and edited directly from the leads record.
The advantage of having this association comes in sorting and filtering your lead data in the list
view. You can also gather metrics about campaigns and lead groups by tracking it this way. For
example:
1. A lead is entered in the system with an associated campaign
2. The lead is converted into an opportunity
3. The opportunity status is later changed to Closed/Won
A report can be created to track the campaigns that spawned all Closed/Won opportunities.
Target Lists
Target Lists are mailing lists that are used by Campaigns. A Target List can contain any amount
or combination of Targets, Contacts, Users, Accounts and Leads. Use Target Lists to email
Leads and attempt to bring them into your revenue stream.
To create a new lead-filled target list, mouse-over the Target List module and click on Create
Target List.
You will be prompted with the new Target List. First add a Name for your list. You can also add
additional information such as a description, the type of list (for this example we will keep it as
Default), user and teams assigned to the list. Then click Save.
Once saved you will be able to click on the Target List you just created.
After clicking the Target list you will be able to add records to the list. This includes linking
Leads to your target list for email campaigns, calling lists, etc. Click on Link Existing Record.
A window will open allowing you to see all your leads and you can select the leads you want to
link to this target list. You can also use the filter search to help find leads faster. Select desired
leads.
When the Target List is associated with an email campaign, all Leads (as well as Contacts,
Users, Accounts and Targets) will be sent the desired email or newsletter.
Lead Conversion
Lead conversion is the process of creating a Contact, Account and other optional records after a
lead is qualified and the sales person or lead qualification engineer determines that this could
generate revenue.
To convert a lead in SugarCRM the user clicks the Convert button shown under the edit drop
down on a Lead record.
Once Convert is clicked the user has the option to create a contact, account, and opportunity
from one screen.
By default SugarCRM checks the necessary boxes to create a Contact and Account (if the
Account name doesnt match an existing Account). It also automatically fills in all fields that
were previously entered into the original lead (see Field Replication for details on this).
Once converted you will be able to access the lead and contact record of the person. Also, note
when you are in the lead record you will see the converted option in green once converted.
When you click Save the new records will all be related to one another as well as being related
back to the original lead. That means that when viewing the Account record, there are links to
easily access the contact, original lead, and the opportunity on the page.
Field Replication
When a lead is converted, SugarCRM automatically copies data from the Lead to the Contact,
Account and other records that are being created. This is to avoid your needing to retype or
copy-and-paste the information. The data is copied for fields that have the same name, e.g. the
Leads Title value will be copied to the Contacts Title.
This field replication happens when enabled for the module. See the section Configuring the
Conversion Process for details on Leads configuration in the SugarCRM Studio.
Studio Configuration
Like other modules, SugarCRM allows the administrator to configure fields and labels used by
the Leads module. Specific to the Leads module, though, he or she can also configure various
fields related to the Lead Conversion process.
Navigate to the Administration screen and click the link for Studio.
Select the Leads module.
Editing Labels
In Studio on the Leads module, click the Labels component.
You will see an editable list of every field label used by the Leads module. Edit the labels as
desired and click the Save & Deploy button.
Creating New Fields

If your company tracks Lead information that isnt displayed in the Lead module by default, you
can add extra fields. From Studio, click the Fields component.
Click on the Add Field button to add a custom field.
Label your new field appropriately.

If you want to ensure users are forced to fill in the field, enable the Required Field checkbox.
Once the field has been set up as desired, click the Save button.
Configuring the Conversion Process

The Conversion Process can be configured to include (or not include) other modules. Click on
the Layouts component.
Open the Convert Lead layout.
The default modules are displayed. Other modules can be selected by choosing them from the
drop-down box and clicking the Add Module button.
The Copy Data checkbox will copy the Leads field values to the new modules field values
where the field names are the same (e.g. the Leads First Name and the Contacts First name).
Click on the Edit button
Conversion page.
for any module to edit the field arrangement of that module on the
Click the Save button when you are finished.

Lead Routing through Workflows

A Lead can be routed through a workflow when it is saved in the SugarCRM system. For
example, suppose that all new Leads in California should be first assigned to a particular user.
Workflows can also be used to send alert emails and can be configured to execute over a time
period (instead of waiting to be saved or updated).
To accomplish this sort of automated task an administrator must define a new Workflow.
Workflows are a very powerful tool in SugarCRM. For simplicity, here we will create the very
simple and specific workflow mentioned above: assigning all new leads from California to a
particular user.
Navigate to the Administration page and select Workflow Management from the Developer
Tools section.
This will take you to the Workflow Management modules List View.
We want to create a new workflow, so place your curser over the Workflow Definitions
button and click on Create Workflow Definition.
Name the new Workflow. Select the Leads module from the Target Module field. For the
purpose of this module, we want to set the Applies To field to New Records Only.
Click Save to save the workflow and you will be presented with the form to set the workflow
conditions. There are three sets to configure: Conditions, Alerts and Actions.
Condition
Our only condition for this workflow is that the Leads State be California. Click the Create
button beneath the Conditions label.
A pop-up window will prompt you for when to check for the condition. We want to select When
a field in the target module contains a specified value.
We are presented with a link below the condition options to pick our specified field. Click the
field link and you will be prompted to pick the field.
Choose the Primary Address State as the field and click Save.
You will be presented with the conditions screen showing the field as Primary Address State,
choose Next.
The next screen will allow you to set the value (or state) that you want the system to recognize.
Click on Value.
A pop-up screen will appear and you can set the parameters. For this example, we want to set
it to equals CA and choose Save.
Once this is saved you will see the condition displayed on the workflow definitions screen.
Alerts
The alert of the workflow is who will receive the action once the conditions are met. In this case,
the alert will be assigned to a specific user. To set up this alert, click on the Create button
under the Alert header.
You will be presented with the alert detail scree. Enter a name for your alert, choose the alert
type (email or invite). Then you have the option of sending a normal message and including the
text below. Or you can also choose from a template message. This can be useful if you are
creating similar workflows for leads but does not need a different message each time. This will
save the administrator valuable time.
Then click Save

Your next action will be to choose who will receive the alert. Simply click Create and a pop-up
window will appear.
You will be presented with several options. Make sure to think through your process and who
would need to be alerted about this specific topic. For this example we will choose a specified
user and click Next.
Below the list of options you will click on User to choose the specific user, you can also choose
how the email is sent this person, To, BCC, or CC
A pop-up window will appear and you will be prompted to choose the specific user from a drop
down list of users within your SugarCRM. Once the person has been chosen click Save.
Once the saved, you will see the User link change to the specific users name, if this is correct
click Save and you alert will be updated in the workflow definition screen. Note: you can add
more than one alert to a workflow.
Actions
The action of the workflow is what actually takes place when the conditions are met. In this
case, the action will be updating the Assigned To value of the Lead record. To set this up, click
the Create button under the Actions section.
You will be presented with a pop-up requesting the nature of the action. We want to simply
update a field, so select Update fields in the target module. Click Next.
Enable the checkbox for Modify the field: Assigned User. Click the Assigned User link
that appears to select which user to assign the module to.
Select the user you would like these leads assigned to from the drop-down selector, here we will
be using Jen Smith. Click the Save button here, and again in the underlying pop-up.
Detail View
This screen capture shows the completed Workflow Definition record as configured from the
above instructions.
Opportunities
Users have the option to create leads from an existing opportunity within SugarCRM. This is a
beneficial feature because not all leads are imported or filtered from a web form. You may have
a sales member enter an opportunity into the system and then need to add additional
information to the record. Along with that you may want to associate a lead, this person is a
contact for the opportunity but they may not be a customer/contact yet.
Navigate to the opportunity tab and select View Opportunities
Select the opportunity you want the lead related to. For this example we will choose the TSquared opportunity.
Creating a New Lead

Navigate to the Leads subpanel. From this panel you will have two options, create a new lead
or relate an existing lead to this opportunity.
Create a New Lead

Click the + button to create a new lead within an opportunity.
A new window will appear allowing you to enter all of the contact information for the lead. You
can even add a picture in SugarCRM 7. Once you have entered all relevant information click
Save.
You will notice two changes on the opportunity screen. The lead will be added to the Leads
subpanel and the Le icon will now be colored in to indicate there is a lead in this subpanel.
Empty subpanels display as gray.
Link existing Lead

The second option of relating a lead to an opportunity is to use those that already exist in your
system. For example, this person may have come in through your web form and you have
contacted them, created the opportunity and now want to relate that person to the opportunity.
Navigate to the leads subpanel within the opportunity record. Click the dropdown arrow and
choose Link Existing Record.
A new window will appear allowing you to search and select a lead. Select the lead
The lead will be added to your Lead subpanel in the opportunity record.
You have seen how to add a lead to an opportunity but you also have the option to remove
them from an opportunity record. Some cases cause for the removal of a lead. This is an easy
step.
Navigate to your Lead subpanel and click the dropdown arrow next to the lead you wish to
remove. Click Unlink and the lead will be removed.
Removing a Lead
There may come a time when you need to remove a lead from the system all together. There
are two options for removing a lead and each includes just a few simple steps. You can remove
one lead at a time or remove several in one easy step.
Navigate to your Leads dropdown and View Leads
Find the lead you wish to remove, you can use the search bar to find the lead quickly. Click on
the dropdown arrow next to the lead and click Delete. The lead will be removed from your
CRM.
You can also remove several leads with one simple click. Click the box next to any lead you
want to remove (make sure there is a check in the box).
Click the dropdown arrow in the header and click Delete. The selected leads will all be
removed at the same time.
SugarCRM and Third Party Add-ons

You have read about all the different ways you can obtain leads and filter them into your
SugarCRM. However, were not done yet! Many companies have third party programs they
use to obtain leads and with SugarCRM you can integrate these systems. You will have the
options to create, add, and score leads with add-ons.
From Outlook
SugarCRM Professional and Enterprise editions offer customers a Microsoft Office Outlook
plug-in to synchronize information between the system and the users desktop application.
From Outlook, the user can synchronize his or her contacts and calendar data with to the
SugarCRM system, and individual emails can be parsed to create Leads, Accounts, Bugs,
Opportunities, and Cases.
Click on the New Sugar Record button and select Lead. A pop up window will prompt you for
more information about the Lead, and offer a list of contacts found in various places in the
email.
Fill in the information and click the OK button The Lead will be imported to your SugarCRM
instance with the details you specified and will be assigned to your user account.
Gmail Lead Creation

Using the add-on Collabspot you can create a lead from the email account you use daily. This
saves your team a lot of time and no more entering information in several different places.
When an email is received by someone who is not a lead or contact in your SugarCRM you will
have the option to add them. Click the
icon on the right of your screen. This will open the
Collabspot options window. Click Add to Sugar as a Lead.
Fill in the information that you have for the lead. Note, you must have a last name and email
address before saving. Then click the create check mark.
Once the lead had been created you will notice the screen will change and an L. is located in
the upper left hand corner to indicate that this record is a lead within your Sugar system.
Pardot Connector (Marketing Automation Programs)

There are many different marketing automation programs that will allow you to gain lead
information from your website, email marketing campaigns, etc. and filter it into your CRM. For
this example we will look at the Pardot Connector.
You can have a form on your webpage allowing customers to contact you or sign up for a
newsletters. When the person inputs the required information a lead will be created in Pardot.
Since this can also be connected to your SugarCRM the lead will be created in the CRM as
well. Pardot does all the hard work for you with lead scoring, tracking history, comments, and
much more. Then this information is filtered into your CRM allowing you to access all of the
relevant lead data in one place.
Pardot Lead Record
SugarCRM/Pardot Lead View
Pardot Grade and Score

Lead Comments
Pardot URL (will link you to Pardot Lead Record)
Related Campaign and Activity Log
Not only will Pardot send this information to your CRM but it will also allow you to assign your
Leads to a team member and alert them once the lead is created. This allows your sales team
to follow up with a newly created lead as quickly as possible.
Conclusion
As you have seen there is a multitude of ways to use leads within SugarCRM. The options
seem limitless and can help your team manage leads whether they are in the office or in the
field.
Now that you know nearly all of the ways to work with leads in SugarCRM you must map out a
crucial process, the lead flow process. No CRM system available will help a business properly
manage leads if the sales people do not have a process to follow. By mapping out a process of
when and how to use each lead section identified in this book you will ensure that each and
every sales person understand the business process around lead management.
Lead management is important and useful if and when used correctly. Have your team take the
time to understand the different solutions within this book and find what works best for your
sales and marketing teams. They can only be successful if they know how and why to manage
leads within the CRM.

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Attract. Convert. Retain.

Written by: Josh Sweeney and Briana Gross

From your Web Site ..............................................................................................................24

Lead, Account, or Contact. Every

Lead Conversion is the process of converting unqualified

When a lead is converted the sales person or lead qualification person

Lead Status Customization

In the Dropdown Editor, select the lead_status_dom

Skipping the Leads Stage

Search Persistence: For versions prior to Sugar 7

Getting Leads into SugarCRM

From your Internal Sugar System

Privileged accounts in SugarCRM can

Open SugarCRM and navigate to the Leads module

From your Phones Browser

The new Lead record will be displayed.

From your iPhone, iPod Touch or iPad (Sugar Mobile)

Open the SugarCRM application.

in the top-right corner.

Importing from a List (CSV)

Open the file in Excel and click the

Office button, mouse-over Save As and select

Import the CSV file into SugarCRM

From your Web Site

Leads and Campaigns

Select the Leads module.

Creating New Fields

Click on the Add Field button to add a custom field.

Label your new field appropriately.

Configuring the Conversion Process

Open the Convert Lead layout.

Click the Save button when you are finished.

Lead Routing through Workflows

a field in the target module contains a specified value.

Then click Save

Creating a New Lead

Create a New Lead

Link existing Lead

SugarCRM and Third Party Add-ons

Gmail Lead Creation

Pardot Connector (Marketing Automation Programs)

Pardot Lead Record

SugarCRM/Pardot Lead View

Pardot Grade and Score

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