Customer Service Metrics: How Well Are You Meeting Your Customers’ Needs?
You might think of CRM as a way for sales and marketing to gain new customers—but it can also work wonders for keeping your existing customers happy.
Here are 4 customer service metrics to measure.
,
FAQ
What is the difference between CRM and ERP?
,
How do you measure customer service in a CRM?
Establish appropriate CRM measures.
For instance, customer service metrics might include:
- number of calls handled per agent
- first call resolution
Voice of the customer feedback metrics might include:Net Promoter Score.
,
How do you measure customer success?
One customer's success can prompt another person to try your product or service in hopes of attaining a similar, successful outcome .. but this virtuous cycle only happens when you actively foster and track customer success.
To measure customer success, formulate a customer "health" score.
What do their finances look like? .
,
Marketing Metrics: Are You Marketing The Right Message to The Right people?
Is your marketing team making the most of CRM.
Here are 5 metrics you can use to measure marketing success.
,
Run The Right CRM Reports to Measure Success
Use these CRM metrics as a starting point—but don’t feel pressured to use all of them.
Choose the KPIs that measure the things you want to improve.
Your KPIs should tie closely to the goals you set as part of your CRM strategy—why did you originally put this new CRM system in place.
Make sure you’re measuring how well you’re meeting those original .
,
Sales Metrics: How Well Are You Closing Valuable Deals?
What does sales success look like for your business.
Here are 5 metrics to measure sales team performance and CRM success.
,
Set Measurable CRM Goals
“What gets measured gets managed.” -Peter Drucker, The Price of Management (1954) To measure CRM success, you need to set SMART goals:.
1) Specific.
2) Measurable.
3) Achievable.
4) Relevant.
5) Timely Setting measurable goals upfront makes it easier to measure the effectiveness of your CRM later on. (Read here to learn more about setting SMART CRM goal.
,
Table of Contents
Set measurable CRM goals
,
What CRM success metrics should you monitor?
Here’re some CRM success metrics you should monitor:
- 1
Upsell Rate Upsell rate tracks the number of customers who purchase a product or service that goes beyond what they initially set out to buy.
This is particularly useful as acquiring new customers is often more expensive than selling to your existing ones.
