This document outlines key metrics that can be used to measure the performance of a company's CRM strategy in the areas of sales, service, and marketing. For sales, metrics include the number of new and retained customers, close rate, amount of new and recurring revenue, and sales cycle duration. For service, metrics involve case resolution time, number of cases handled, and compliance with service level agreements. Marketing metrics focus on customer retention, number of leads and referrals generated, and revenue and cost per campaign.