Walk your funnel, lead to close
Four counts from your CRM show where leads go silent. Then measure the stage that matters, and leave with a ranked fix plan, a response SLA and a stalled-deal call list. Your numbers, not ours.
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How the numbers work
Every number is yours. Everything the walk shows is something you typed or pasted, or plain arithmetic on it: counts, pass rates, medians and sums of your own deal amounts. There is no conversion model, no revenue forecast and no industry average. Example figures appear only as italic placeholders under an ‘Example numbers’ stamp, and no note ever fires on them.
Medians and percentiles. Medians and the slowest-10% figure (P90) use the nearest-rank method: sort the values and take the one at rank p × n, rounded up, so for an even count the median is the lower of the two middle values. P90 needs at least 10 values; below that the walk shows your slowest value instead. A lead with no reply counts as slower than every reply, so it is never averaged away, and the walk never computes a mean.
Directional ranges. Each speed metric is read against the directional ranges in our metric guides. There are three positions only: best-in-class range, between, or at or past typical. Nothing is placed against a range until there is enough to read, and estimates are kept as ranges and never placed at all.
| Metric | Best-in-class | Typical | Edges used | Placed from |
|---|---|---|---|---|
| Lead Response Time | Under 5 minutes | 42 hours | 5 min / 42 h | 5 leads or a CRM-report median |
| Qualification Time | Same day | 3–5 days | 1 day / 3 days | 5 decisions or a CRM-report median |
| Time to Quote | Under 48 hours | 2+ weeks | 2 days / 14 days | 3 quotes or a CRM-report median |
| Time to Close | 30–45 days | 90+ days | 45 days / 90 days | A CRM-report won cycle |
At or under the first edge: best-in-class range. At or past the second: at or past typical. Anything in between: between.
When notes appear. A note appears only when your own numbers cross one of these points, and each note says why it's showing. They are our trigger points for a closer look, not benchmarks.
- Share of leads never reached
- 20%
- Wins in the window below
- 5
- Leads in the window below
- 30
- Leads needed to band response time
- 5
- Leads needed for a P90
- 10
- Median first response above (minutes)
- 60
- Slowest 10% vs median, at least
- 4×
- Share of leads arriving after hours
- 25%
- After-hours median vs in-hours, at least
- 3×
- Phone lead unanswered after (minutes)
- 5
- Chat median above (minutes)
- 2
- Slowest channel vs fastest, at least
- 5×
- Self-test still waiting after (minutes)
- 1,440
- Share of leads with no decision
- 30%
- Decisions needed to read release share
- 5
- Release share below
- 10%
- Release share above
- 80%
- Must-have criteria, at least
- 5
- Decisions needed to band qualification time
- 5
- Response plus decision median above (days)
- 3
- Quotes needed to band time to quote
- 3
- Share of quote time waiting on approvals
- 40%
- Approved vs unapproved quote median, at least
- 2×
- Quote flow efficiency below
- 15%
- Custom vs standard quote median, at least
- 3×
- Open deals needed for the stall notes
- 5
- Share of pasted pipeline stalled
- 25%
- Untouched deals, at least
- 3
- Share of deals in one stage
- 50%
- Deals needed in a stage for a dwell median
- 3
- Share of quoted deals still open
- 30%
- Days after a baseline before re-measuring
- 7
Stall rules. Close flags an open deal when it has sat in its stage for more than twice that stage's median, which is the rule our Stalled-Deal Alerts build runs, or when nobody has touched it for the number of days you choose. A stage needs at least 3 deals with days in stage before it has a median to compare against.
The one extrapolation. SLA misses per month = the share of your logged leads that waited longer than your SLA × your monthly leads from the Map counts. It's the only projection in the walk, it needs at least 5logged leads and a lead count, and it's always shown with the sample size it came from.
Plan order. Ranked by how far each measured number sits from its best-in-class range. Ties go to the stage with the most silent exits in your counts, then to the earlier stage, because a lead lost at response never reaches your quote desk.Stages you skip or can only estimate get a ‘measure first’ item rather than a guess, and an automation build is the primary fix only when the Root-Cause Ladder finds a target that exists but nothing enforces; everywhere else a build is one link among the others.
Privacy. Your walk is saved in this browser's local storage and nowhere else, so it's there when you come back on this device. Nothing is sent unless you press ‘Send to David’ on the plan, and even then deal names, pasted rows, timestamps and your own rubric wording stay on this device. ‘Start over’ clears everything.
Lead response SLA template
A response target on its own gets missed quietly, so a working SLA also says who hears about a miss and when: a reminder at the target, reassignment at twice it, and a manager alert at four times it. It also defines what counts as a response; otherwise an auto-reply stops the clock while the buyer is still waiting for a person.
LEAD RESPONSE SLA · Our team · [date] 1. Scope. Every inbound lead from web form, phone and live chat gets a first human response within 15 min, Mon–Fri 8:00–17:00. 2. What counts. A reply from a person that answers the question or proposes a next step. Auto-acknowledgments are welcome but don't stop the clock. 3. Escalation (business hours). At 15 min: reminder to the lead's owner. At 30 min: reassigned to the next available rep or a named backup. At 1 hr: manager alerted and logged as a breach. 4. After hours. Instant automatic acknowledgment naming an owner; a person replies within 15 min of opening. 5. Measurement. Weekly: share answered within 15 min, median and slowest-10% first response, per rep and per channel. Never the average. 6. Review. 15 minutes each week, owned by ________. Baseline: not measured yet.
The Respond stop fills this in with your own channels, business hours and target, and adds your measured baseline.
Build yours from your own numbers