What is your best practice when a lead leaves company and is replaced?

[Cecile_Maindron]

Hi,

We often get notices that a lead x has left company and has been replaced by lead y. How do you proceed with this info?

Do you pass info to sales so that they update CRM accordingly? Do you update directly in CRM? Do you update in Marketo? If you update in Marketo, do you create a new lead y ? Or do you update lead x info?

Cécile

[Anonymous]

We find out about someone leaving a company either directly (e.g. auto-response email that may or may not indicate who has replace the departed lead or phone call by our rep) or indirectly (e.g. alert email indicating that a name duplicate was created).

In either case, the we do not delete the existing lead record nor do we change the information to that of the lead's new company; otherwise, we would lose or confuse our sales and marketing performance metrics. 

Instead, we have our reps change the Status field value to "Gone", which triggers a smart campaign to change the lead's Revenue Cycle Model Stage value to "Bogus Info", so we can exclude that record from future marketing.  If a new lead record hasn't been created via form fill, import, etc., we have our reps create a new record in SFDC for the lead.