Cost per qualified lead, including calls, WhatsApp and walk-ins
How to work out what each channel really costs per enquiry and per qualified lead when many enquiries arrive by phone, WhatsApp or walk-in.
5 min read
The monthly report arrives as a long deck, or a dashboard link with dozens of charts. Impressions, reach, followers, sessions and bounce rate each come with a green or red arrow. The owner scrolls through and asks whether things are going well, and nobody gives a straight answer. The meeting ends with no change to what the team will do next month.
A report exists to help someone decide what to do next, so write down those decisions before choosing any numbers. For most small businesses they come down to three: where next month's budget goes, what needs fixing, and what should stop. Every figure on the page should inform at least one. If it does not, it belongs in the working dashboard of the person running that channel, not in the report the owner reads.
Take a warehousing and third-party logistics company that wins most of its business through enquiries from manufacturers and brands. The owner does not need the reach of last Tuesday's LinkedIn post. They need to know whether enough qualified enquiries arrived to keep the sales team busy, what those enquiries cost, and whether anything is broken.
The top of the page is a small table. For a business that sells through enquiries, these rows usually cover it.
Show each row for this month, last month and the same month last year. The year-on-year column matters for Indian businesses, where festivals, the monsoon and the March year-end shift demand in a pattern that repeats. A dip in November may be normal. A dip against last November deserves a sentence.
Under the table, write a short paragraph for each change that matters. Narration repeats the table in words: enquiries fell this month. Commentary gives the reason, how sure you are, and what follows.
Comment only on movements bigger than the usual month-to-month variation. If every small dip gets a paragraph, the one that matters gets lost. Finish the section with a single line of data notes covering anything that affects comparison, such as a tracking change, a new filter or a paused campaign.
A report that changes nothing about next month is a record, not a report.
The last block on the page is the one most reports leave out. It lists what will happen because of this month's results, each item with an owner and a date.
Open each report by listing last month's decisions and whether they were carried out. Over a year, that habit gives you a plain record of what the business tried and what happened, which is more useful than any chart.
Use the same template every month so readers know where to look. A Google Sheet or a single Looker Studio page connected to your data sources can fill the table automatically. The commentary and decisions should be written by a person, because that is where judgement comes in. Set a fixed date for the report, name who reads it, and hold to one page even in a busy month. Anything that needs more space goes into an appendix that the page links to. Send the report a day before the meeting, so the discussion starts with the decisions rather than a reading of the table.
Before your next report, write down the three decisions it should help you make, and remove every number that does not feed one of them.
Written by Fibvo — Bengaluru and Erode, India — working with clients in other time zones. Questions, or think we have it wrong? Tell us.
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