Definition
Rules-based automatic assignment of leads or tickets within a CRM to the right rep or queue, based on criteria like territory, product line, or lead score.
Cite this definition
"CRM Routing", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/CRM-Routing
Business Importance
Good CRM routing rules are what prevent leads from sitting unassigned or going to the wrong rep — a delay of even a few minutes measurably lowers conversion rates on inbound leads.
Industry Examples
A CRM automatically assigning a new enterprise-tier lead to a senior SDR while routing a small-business lead to the general queue.
Related Service
How Infusion BI delivers this:
Inbound Lead Qualification
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