Lead Sharing
Part of Partner lead sharing and routing
Assigning ownership when both partners know the prospect
Choose one next contact when both partners know a prospect by checking the request, active conversations and permitted sharing.
When both partners know a prospect, give one person responsibility for the next customer-facing action. Base that choice on the prospect’s current request and relevant work already under way, not on an account label alone.
Separate the roles
An account owner manages an existing relationship. A referring partner may have identified a new need. The contact owner handles the immediate response to this enquiry. They can be different people.
Ask what the prospect requested, which business can answer it and whether anyone has already promised a response. If the request concerns one partner’s service, that team may lead. If the prospect wants both involved, nominate a convenor and agree what each team will cover.
Check the live conversation
Look for an active discussion about the same problem, not just a company name appearing in two systems. Check relevant commitments, meeting dates and people involved. Two employees at one organisation may be working on different projects.
Question / Decision to capture
- What was requested?
- The problem and intended next step
- What is already happening?
- Relevant active conversation or promise
- Who responds now?
- One named contact owner and backup
- Who contributes?
- Specialist or referring partner, if needed
- What may be shared?
- Assessed context and recipient
- When is it reviewed?
- A point for resolving uncertainty
Keep only information that the teams are permitted to use or disclose for this purpose.
Key Privacy Considerations Under APP 6
- Permitted use/disclosure
- Only when allowed under Australian Privacy Principle 6 (APP 6)
- Information limit
- Share only what is necessary for the next action
- Context assessment
- Evaluate whether sharing is appropriate for the purpose
Choose the next contact
Where one partner holds the relationship and the other has the answer, a warm introduction may help. Agree who explains it, what the specialist will cover and whether the first conversation will be joint. If both already have relevant relationships, decide who raises the new issue and how the other joins if the prospect wants that.
Before sharing personal information, check whether APP 6 permits its use or disclosure for this purpose. Limit the details to the next action.
Resolve a collision
If two people have already approached the prospect, stop further uncoordinated follow-up. Establish what each said, correct conflicting promises and name one person to explain the next step.
If the teams disagree, have a relationship lead from each side review the request and active commitments. Hold disputed outreach while they decide. If the prospect’s preference is needed, ask through an appropriate existing channel. Record the decision and revisit it if the need changes.
Contact ownership settles who acts next. It does not decide who sourced a later opportunity or receives commercial credit.
