You're mapping how new customers, leads, or requests enter the business and move toward conversion—how it actually happens, not how it's supposed to.
Step 1: Identify the Entry Points
List every way work enters the system:
- Inbound leads
- Forms or applications
- Emails
- Calls
- Referrals
- Internal requests
Example: Leads come in through a website form and email inbox.
Step 2: Map the First Response
For each entry point, record:
- Who sees it first
- What action they take
- How quickly they respond
Delays at this step often cause lost revenue.
Step 3: Track the Qualification Steps
Write down:
- How leads or requests are reviewed
- What criteria are used
- Who decides to move forward or reject
Complex example: Sales reviews leads, finance approves pricing, then management signs off.
Step 4: Capture Handoffs
Mark every time work moves from:
- One person to another
- One team to another
- One system to another
Handoffs are common failure points.
Step 5: Note Tools Used at Each Step
For each step, write:
- System used
- Manual work required
- Data entered or checked
Step 6: Highlight Friction and Drop-Off
Flag:
- Slow steps
- Repeat questions
- Re-entry of data
- Leads that stall or disappear
What You Should Have Now
✅ Acquisition Process Map
✅ List of entry points
✅ Handoff markers
✅ Friction and drop-off notes
Quality Check
- Process is shown start to finish
- Every step has a clear owner
- Entry points are complete
- Friction is visible without explanation
Next Step: With acquisition mapped, you're ready to map how work gets delivered to customers.
Mapping processes taking too long? We run this entire audit for you → OpsSystem.ai