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["Persona:",null,null,"To use this template, make your own copy through the File menu."]
["Scenario / Process:"]
["Objectives:"]
["Goals:"]
[]
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["Persona:","Target market prospect"]
["Scenario / Process:","Prospect to sale"]
["Objectives:","Improve conversion from MQL to SQL to close"]
["Goal(s):","Close 50% of all leads and do so in <14 days on average"]
[]
["Phase","Step Title\n(actions)","Step Detail","Thoughts\n(or emotions)","Experience Score (1 to 5)",null,null,null,"Why the score?","Opportunities to improve",null,null,"Prioritization","Ownership"]
[{"$nulls":4},"Client","Staff","Max or Min","Client vs. Staff",null,"Opp #1","Opp #2","Opp #3"]
["Marketing qualified lead","Gets referred",null,"Excitement",5.0,null,{"$f":"If(E8=5,\"Max\",If(E8=1,\"Min\",))","v":"Max"},{"$f":"ABS(F8-E8)","v":5},"Performing as expected.","Build more referrers.",null,null,null,"Business development manager"]
["Marketing qualified lead","Reviews our website",null,"Curious",2.0,null,"",2,"Little differentiation on our website and too many calls to action.","Create single, simple CTA (contact form).",null,null,5.0,"Business development manager"]
["Marketing qualified lead","Completes web contact form",null,"Confident",3.0,null,"",3,"Web form has too many fields, but clients aren't surprised.","Simplify the contact form.",null,null,null,"Business development manager"]
["Marketing qualified lead","Receives auto-email response",null,"Neutral",3.0,3.0,"",0,"Expected behavior.","Combine discovery email and auto-email.",null,null,null,"Business development manager"]
["Marketing qualified lead","Receives email with discovery questions & scheduler link",null,"Irritated",4.0,3.0,"",1,"Would prefer one communication but the ability to schedule a meeting is appreciated.","Combine discovery email and auto-email.",null,null,null,"Business development manager"]
["Marketing qualified lead","Schedules an appointment",null,"Neutral",3.0,1.0,"",2,"Expected behavior.","Automate using an online calendaring app",null,null,null,"Business development manager"]
["Marketing qualified lead","Receives calendar invite",null,"Anticipatory",4.0,2.0,"",2,"Prospects like having the 1st step complete and knowing a meeting is coming.","Auto-create appointment with a single click.",null,null,null,"Business development manager"]
["Marketing qualified lead","Calls phone number on calendar appointment",null,"Anxious",2.0,3.0,"",1,"Bit difficult finding the number. Would prefer video call.","Use video calls vs. phone call. Include link in subject line.",null,null,null,"Business development manager"]
["Marketing qualified lead","Meets with partner",null,"Confident",5.0,5.0,"Max",0,"Conversation with partner was eye-opening and appreciated.","Save partner's time by pre-qualifying leads.",null,null,null,"Partner"]
["Sales qualified lead","Receives email follow-up",null,"Neutral",3.0,3.0,"",0,"Expected behavior.","Combine email follow-up with proposal email.",null,null,null,"Partner"]
["Sales qualified lead","Receives proposal",null,"Curious",3.0,2.0,"",1,"Why wasn't this in folllow-up email? Proposal was expected, but not digestible.","Better prepare prospect with details of process and structure in meeting.",null,null,null,"Partner"]
["Sales qualified lead","Contemplates proposal",null,"Nervous",1.0,1.0,"Min",0,"Confused on pricing. Proposal seemed to miss what was discussed.","Discuss things in full in the discovery meeting.",null,null,4.0,"Partner"]
["Sales qualified lead","Emails questions about the proposal",null,"Neutral",2.0,2.0,"",0,"Hard to resolve issues. Email a bit painful and disconnected.","Allow for online collaboration by using GoProposal",null,null,3.0,"Business development manager"]
["Sales qualified lead","Receives email responses",null,"Frustrated",1.0,3.0,"Min",2,"Email responses didn't feel like they took the situation into account.","Remove email altogether with GoProposal + Karbon",null,null,2.0,"Business development manager"]
["Completed (closed lost)","Objections not satisfied (no action take; no follow-up given)",null,"Disappointed",1.0,1.0,"Min",0,"Prospect feels lost, unconfident and unanswered. Expected another follow-up but none happened.","Create a nurturing process to bring them along and remove objections.",null,null,1.0,"Business development manager"]
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