Lead Sharing
Part of Partner lead sharing and routing
Agreeing on what qualifies as a shared lead
Agree a shared-lead definition with clear eligibility, exclusions, submission evidence and acceptance decisions.
A shared lead is an identified customer need that fits the receiving partner’s offer and meets an acceptance rule both teams can apply. Agree the rule before exchanging enquiries. A campaign interaction, familiar company name or attractive account does not qualify on its own.
Regulatory & Industry Insights on Lead Sharing
- Privacy ComplianceUnder APP 6 (OAIC), use/disclosure of personal info requires consent or legal basis
- ACCC OversightACCC examining unsolicited selling and lead generation practices
- National Agreement FocusClosing the Gap priority area includes improving data sharing in public services
Start with the receiving team’s decision
Ask what the receiving team needs to decide whether it can help and who should respond. Its rule may require a stated problem, a relevant organisation and contact role, and enough context to understand the proposed next step. If timing matters, ask what is known; an exploratory question need not have a firm purchase date.
Keep eligibility separate from priority. A valid enquiry may be low priority. An urgent request may belong in support rather than the lead queue.
Write an acceptance rule
| Decision | Agreement to record |
|---|---|
| Customer need | Which requests or identified needs fit the receiving offer? |
| Recipient | Which partner can assess or answer the need? |
| Minimum context | What is needed for a useful first response? |
| Exclusions | Which requests belong to support, an existing project or neither partner? |
| Submission evidence | What prompted the proposed handoff? |
A person asking Partner A to introduce them to Partner B about a named service may meet the lead definition, subject to the transfer check. A download of a joint guide shows interest in that guide; it is not automatically a request for sales contact.
The partners can agree other qualifying signals, but should state them and assess permission to use or disclose details separately.
These are suggested operating rules, not a universal definition of a qualified lead.
Test uncertain cases
Put a few hypothetical enquiries through the rule. Does a current customer’s technical question belong in support? Is there a new need when both partners already speak with the same organisation? Is the need clear but the proposed transfer still unassessed?
If reviewers disagree, clarify the definition or name an exception owner. Keep a case pending when context is missing instead of forcing it into an accepted or declined category.
Confirm acceptance
Have the receiving team mark a submission accepted, returned for clarification or declined, with a brief reason. Retain the original submission and response so repeated gaps can be fixed.
Acceptance should name the next action: answer through the referring team, contact the person where appropriate or arrange the requested joint conversation. It does not establish that an opportunity exists, that a referral caused a sale or that either partner has earned commercial credit.
