Anyone have any guidance on implementing (in my case, updating) their Org (Enterprise in my case) to not use Leads any longer for B2C purposes?
I am getting opinions from as many sources as possible, and wanted to see if someone here has dealt with this, OR never used Leads for dealing with B2C customers/prospects.
I plan (if we find no major hiccups) to eliminate use of our Lead object, and have all "Prospects" create (Person)Accounts. We've already done a lot of due diligence checking of what would be affected and where. The closest thing to an "issue" is the loss of Queues (which is NOT an issue for us really). Conversion metrics, etc, no issue there.
We end up with a lot of benefits if everything is on Account by default, some of which are:
- No more conversion of records
- No more dupe checking across two objects
- Master-Slave object relationship possible for objects that were previously required to be accessible from both the Lead AND the Account (Rollups, etc)
- Once initial reprogramming of PHP and Apex is done, much less ongoing programming (only one Object to deal with)
Our company originally developed the Salesforce Org with standard B2B (Accounts w/Contacts), then converted to B2C (PersonAccounts), and now I want to drive the next innovation, killing Leads entirely. All data anyone has tried to break the idea with exists at the Account level already.
Any insights would be great. ;-)
Addendum 2014-02-07 8AM EST: I wanted to add for clarification to those responding that we use Leads for literally one purpose - to get people to attend a Webinar, NOT to sell the product(s). We only talk to them about actually purchasing AFTER they attend. The moment they attend a Webinar (currently), they are converted to an Account with an Opp for that product. The data on whether or not they've attended a Webinar is already on the Account as well. Leads for the last 2 years have all actually been owned by our nonhuman User (that is our Connectivity User for SF plugins).
If and/or when we do decide to do anything remotely Lead-ish with an actual human on our end involved, we've already discussed that instead of creating the Opportunity for the Product after they attend that Product's Webinar, we would just create the Opportunity as soon as they ENTER the system (which is through a webform for a specific product). We'll create the Opp before they attend, instead of after - a literal flip of a switch in how we do things.
Addendum 2017-02-15 9AM EST: I'm now in another Org where we're skipping Lead entirely. A big factor here besides duplication and dupe checking is the use of Pardot (or any Marketing package, really). Pardot is where campaigns run from, scoring, etc, all happen. The Lead object in our current scenario is literally a "they didn't get a score of 50 yet in Pardot'. We're pushing Pardot "prospects" directly to Contact (this is B2B this time). Pardpt IS the lead object in this case, just as (3 different ones over several years at the last company) the Marketing software was the "Lead" back then. No campaigns or mass mailing or any special tracking needed on Lead itself.