Unsplash<\/a><\/span><\/figcaption><\/figure>\nBelow, I have listed a sampling of performance measurement questions that firms leveraging a leading-edge CRM system with a robust Marketing, Sales, and Service suite can quickly answer and then share with their peers or report on.<\/p>\n
Marketing<\/strong><\/p>\n\n- What are our campaign response rates and are we touching enough prospects?<\/li>\n
- What is the success rate of our campaigns and how many customers are they converting?<\/li>\n
- What products are our customers buying as a result of the campaign?<\/li>\n
- What are our customer acquisition costs and overall marketing spend?<\/li>\n
- How often and why do our customers terminate their relationship by opting out or choosing to go with another competitor?<\/li>\n
- What is our average wallet share with each customer?<\/li>\n
- What is the average order size per customer?<\/li>\n
- How many people visit our website every day?<\/li>\n
- How long was the visitor on our website and where was she clicking?<\/li>\n
- What banner ads are visitors clicking before they visit our website?<\/li>\n<\/ul>\n
Sales<\/strong><\/p>\n\n- How much revenue has been brought in MTD, QTD, and YTD?<\/li>\n
- Where are we at against our monthly, quarterly, annual, and YOY goals?<\/li>\n
- How does the short-term and long-term pipeline look?<\/li>\n
- What is our average deal size and sales cycle?<\/li>\n
- How many new customers have been added during the last month, quarter, or year?<\/li>\n
- How many outbound calls or appointments do our Sales Reps make each week?<\/li>\n
- What are the cross-sell rates of our Sales Team?<\/li>\n
- Who represents our most profitable customers?<\/li>\n
- Who are our most profitable and most frequent lead sources?<\/li>\n
- What are our primary reasons for losing deals?<\/li>\n
- Which competitors are constantly stealing business from us?<\/li>\n<\/ul>\n
Customer Service<\/strong><\/p>\n\n- How many backorders do we currently have?<\/li>\n
- What is the average time it takes to fill a customer order?<\/li>\n
- What percentage of our orders is shipped out on time?<\/li>\n
- How many inbound calls are received by our call center agents?<\/li>\n
- What is the average talk time per call?<\/li>\n
- What is the primary topic\/issue of the call?<\/li>\n
- How often are issues resolved on the first call?<\/li>\n
- What are the average hold times for a customer?<\/li>\n
- How many of our inbound calls are abandoned?<\/li>\n
- What is the average time a customer waits before the call is abandoned?<\/li>\n<\/ul>\n
All of the questions above can be answered with the help of CRM. Plus, the applicable KPI
\nmetrics can even be charted in real-time dashboards and charts to inform and accelerate decision-making, identify gaps and recurring trends, and augment the coaching of direct reports and teams. <\/p>\n
If your organization is struggling with defining and tracking any of the CRM metrics above, then it is time for a CRM project readiness evaluation.<\/p>\n
What are your favorite CRM KPIs? What other KPIs besides the above do you rigorously track to gauge your progress and achieve your goals? Please leave a comment below. <\/p>\n","protected":false},"excerpt":{"rendered":"
At the heart of a firm\u2019s CRM strategy is the desire to better understand and relate to one\u2019s client base and improve the management of ongoing prospect, customer, and partner interactions. A top-tier CRM system offers historical analysis capabilities that provide firms with not only a superior comprehension of past client behavior, but also a […]<\/p>\n","protected":false},"author":16613,"featured_media":886365,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,427,36,14,94,85,87],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/968392"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/16613"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=968392"}],"version-history":[{"count":9,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/968392\/revisions"}],"predecessor-version":[{"id":968403,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/968392\/revisions\/968403"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/886365"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=968392"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=968392"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=968392"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}