Build Business 2008: Lead Tracking and Client Relationship Management – Group 3

Group 3 Members:

Tim Klabunde – William H. Gordon Associates – Moderator

Carie Dunn, CPSM – Trivers Associates

Denise Ann Balko, CPSM – BBC&M Engineering

Diane Hathcoat, CPSM – BAMO

Dinah Layton, CPSM – SLATERPAULL Architects

Elizabeth Connolly, CPSM – TOWILL

James Byrnes, CPSM – Erdman Anthony

Jennifer Ganley, CPSM – ARUP

Jessica McGaa, CPSM – Perkins + Will

Joanmarie Eggert, CPSM – Kennedy/Jenks Consultants


Karen Carr, CPSM – Stafford King Wiese

Lee Jarboe, CPSM – McCarthy

Marisa Verga, CPSM – Barton Malow

Mary Fogle, CPSM – Structural Engineering Services

Phyllis Boyea, CPSM – Rolf Jensen & Associates

Sean Lewis, CPSM – Absher Construction Company

Stacey Ho, MBA, CPSM – Kennedy/Jenks Consultants

Suvi Caton, CPSM – Adolfson & Peterson Construction


Session Overview:

Regularly turning leads into work is one of the most important actions that a company takes to solidify its future workloads and establish its growth path. Discussions centered on best practices and lessons learned on managing the lead tracking and relationship process through client relationship management systems.  Each of the three groups (Posted separately here) developed a list of the ‘Top 10 Keys to Managing Leads.”  That list for this group is provided below:
Top 10 Keys to Managing Leads
  1. Link all of your systems together (Marketing, Accounting, and HR)
  2. Develop Standards, Processes, and Procedures
  3. Don’t just train users how to use the system, but also train them about the purposes of the system (Build Buy-in)
  4. Develop a strong project close-out process that updates the data upon project completion
  5. Build accountability to the system by linking it with things that must be done
  6. Limit projects that you develop project write-ups about. One way to do this is to choose a fee amount for projects that won’t be entered into the system.
  7. Have a ‘sync’ feature between your CRM and individuals Microsoft Outlook contacts
  8. Match-Key software can be used to identify duplicate entries in your CRM
  9. Build a strong link between users in Marketing, Accounting, and HR
  10. Pay the extra money for 1st class mail so you can identify errors in your client information with every mailing.
  11. BONUS: Having buy-in from the top of an organization is needed for successful implementation

One thought on “Build Business 2008: Lead Tracking and Client Relationship Management – Group 3

  1. Perhaps it becomes a lot easier for a company to manage leads too if he has the right program in place. Today, there are already web-based lead management software that can be used to manage debt leads, for example. The software can be used to determine individuals who possibly need financial and legal assistance from lending companies, prioritize these leads in order to get rid of those that aren’t really interested of the services in the first place, and take action on those that do. A lead management software can also remove the possibility of maintaining old leads data, and since it’s centralized, all information can be updated in real time and will remain accurate at all times.

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