CRM Contact versus Lead Web Form Submissions

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CRM Contact versus Lead Web Form Submissions


Organic web leads through website, Marketo landing page, ties into our CRM (we use SFDC) as a Lead record - no problem at all for the telequal team (concerning updating records, forwarding lead, etc.)

Existing converted lead comes through also via web form. This is now a 'Contact' within our CRM (SFDC). This is causing massive havoc and widespread anarchy. Problems include:

  1. Marketo cannot assign a Contact to a Lead queue, therefore creates a duplicate Lead Record Type which is assigned to the queue. As you all know, this also creates separation concerning legacy history within the record
  2. Contacts for us our owned. If they are owned, our telequal dpmt cannot: (A) Update the record and (B) Forward the record to be worked - so essentially we have a record we cannot work

I know this is not unique to us - what can we do?


Level 10

Re: CRM Contact versus Lead Web Form Submissions

Hi Val,

Please move this question to Products where it belongs. Marketing Central is for generic marketing questions.

What you are experiencing is indeed very typical...

We usually use "telemarketing" SFDC campaigns (member statuses can even been appropriate: newly added, in progress, call placed, ...), because you can easily add leads and contacts to an SFDC campaign and also easily create views and reports in SFDC.