Ideas - Click Marketing Automation for D365

As I understand it, if a form submission comes in from a deactivated Contact, ClickDimensions will reactivate that Contact and append the new data. However, if a form submission comes in from a deactivated/disqualified Lead, a new Lead is created (which could be considered a duplicate).

I'd like to suggest that we get the option in the settings to either reactivate existing Leads or create new Leads when a form submission comes in from an email address matching that of a disqualified Lead.

Here’s the business case:

Scenario:

1. Lead is entered into CRM (manually or via a form submission)
2. Sales Rep attempts to contact the Lead but is unable to get in touch
3. Sales rep disqualifies the Lead as Cannot Contact
4. Later, that same Lead fills out a web form using the same email address that was entered originally
5. ClickDimensions creates a new (duplicate) Lead record

Here’s the impact of creating the new (duplicate) Lead:

• We lose the original Lead Source information; this throws off the ROI reporting on marketing initiatives
• We lose the 360 degree view of all the interactions. Posted forms/fields, web activity, notes, etc. are now split across two records.
• In the case where round robin style Lead assignment is used, it’s likely that the new (duplicate) Lead will be assigned to a different rep; this causes ownership issues, which are particularly troublesome in commission-based compensation environments

I understand that some customers may prefer the current setup, but I’ve come across a few that would prefer to re-activate; so I think having the option would be awesome.