Following up leads · ASRR Tech
How do you review older leads?
Read the previous outcome and check whether the original reason still applies. Reopen with a defined reason and appropriate contact arrangement.
A practical example
A project was postponed until a new budgeting round.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Read closure reason.
- Check changed circumstances.
- Plan appropriate contact.
What does success look like?
A reopened record has current context and an owner.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Following up leads: the wider process
Follow-up works when a record has an owner, a specific next action and an agreed time. A status alone does not tell a colleague what to do. Describe an action with a verb and an outcome: call to arrange an intake, or check that a quotation arrived. Respect the customer’s contact preferences. Agree which situations take priority and when contact should end. Review a small sample of open records regularly to see whether the process works beyond the ideal journey.