This page is a dedicated resource for all information on how we manage our lead lifecycle. We have two elements covering the lifecyle - The Lead / Contact Status in SFDC, and the Lifecycle Classifications Fields in SFDC.
We have nine Lead / Contact Statuses to represent where the lead currently sits within our sales cycle in Salesforce. Each Status that represents a situation where Sales Development is not actively engaging a lead or contact record has a corresponding queue that owns records until they meet the criteria to be assigned to Sales Development again for reengagement and qualification. This means there are currently "holding" queues for Lead / Contact Statuses with a queue indicated in the third column of the table below. (Note: The renaming or replacement of these queues with ones that match the updated Lead / Contact Statuses is ongoing and this handbook page will be updated with their new names as soon as the queues are created and actively being used in Salesforce.)
| Status | Definition | Related Salesforce queue, if applicable |
|---|---|---|
| Raw | Untouched prospect, default status | N/A, Raw leads should always be owned by the XDR who sourced them while they're being worked |
| Inquiry | Action was taken by the record to specifically give their contact information to GitLab | Inquiry Queue |
| MQL | Marketing Qualified through systematic means | N/A, MQLs are owned by the XDR responsible for engaging and qualifying them |
| Accepted | Actively working to get in touch with the lead/contact | N/A, Accepted leads are owned by the XDR engaging and qualifying them |
| Qualifying | In 2-way conversation with lead/contact | N/A, Qualifying leads are owned by the XDR engaging and qualifying them |
| Qualified | SAO created & hand off to Sales team | N/A, Qualified leads represent leads that have been converted, most often to create an opportunity |
| Disqualified | Person has been disqualified from our sales cycle | Unqualified Queue (name change in progress) |
| Recycle | Record is not ready for our services or buying conversation now, possibly later | Nurture Queue (name change in progress) |
| Bad Data | Incorrect data - to potentially be researched to find correct data to contact by other means | Bad Data Queue |
| Ineligible | All leads/contacts that are ineligible to go through the sales process after an initial review | N/A at the moment, queue creation in progress |
In addition to our statuses, there are substatus that are required for XDRs to use. The substates are in use for the following Statuses: Disqualified, Ineligilble, Recycle & Bad Data:
| Disqualified |
|---|
| Competitior |
| Consultant |
| No Authority |
| Personal Use |
| Unsubscribe |
| No longer at company |
| Interested in CE only |
| Interested in Gitlab.com only |
| Ineligible |
|---|
| JIHU |
| Support |
| Remote Inquiries |
| Community Contributors |
| Student |
| ECCN |
| Open Source Program |
| GitLab Employee or Candidate |
| Recycle |
|---|
| Doesn't see value |
| Evaluating |
| In current GL contract |
| No Budget |
| No interest |
| No response |
| Product limitation |
| Staying with subversion option |
| No data aollected |
| Bad Data |
|---|
| Bad phone number |
| Bounced email |
| Invalid email |
| Spam |
We have 6 fields on the lead and contact that's purpose is to represent where the person is in their jouney with GitLab.
| Field Name | Definition |
|---|---|
| Unknown | This person has not matched with any accounts and is not a GitLab user |
| User | This person is a GitLab User |
| Prospect Hierarchy | This person has matched with an account that has first order available |
| Customer Hierarchy Account | This person has matched with an account that is a customer in their account hierarchy |
| Former Customer Account | This person has matched with an account that is a former customer |
| Partner Managed | This person is currently being managed by a partner |
The fields are formula fields and have three possible options - True, False or -, - means that we don't have enough information to say if the field is true or false so it will stay in - until the information becomes available. More information to come on how to leverage these fields.
