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, MQL s 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.