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CRM Metrics to Measure
• Sales Metrics
• Number of prospects
• Number of new customers
• Number of retained customers
• Number of open opportunities
• Close rate
• Renewal rate
• Number of sales calls
• Number of sales call per opportunity
• Amount of new revenue
• Amount of recurring revenue
• Time to close by channel
• Margin
• Sales stage duration
• Sales cycle duration
• Number of sales calls made
• Number of proposals given
• Competitive knockouts
Service Metrics
• Cases closed same day
• Number of cases handled by agent
• Number of service calls
• Average number of service requests by type
• Average time to resolution
• Average number of service calls per day
• Percentage compliance with service-level
agreement
• Percentage of service renewals
• Customer satisfaction level
• Complaint time-to-resolution
• Propensity for customer defection
Marketing Metrics
• Number of campaigns
• New customer retention rates
• Number of responses by campaign
• Number of purchases by campaign
• Revenue generated by campaign
( courtesy: CRMsuccess.com)
• Customer retention rate
• Number of new leads by product • Number of
customer referrals
• Cost per interaction by campaign
• Number of new customers acquired by
campaign

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Crm metrics to measure

  • 1. CRM Metrics to Measure
  • 2. • Sales Metrics • Number of prospects • Number of new customers • Number of retained customers • Number of open opportunities • Close rate • Renewal rate • Number of sales calls • Number of sales call per opportunity
  • 3. • Amount of new revenue • Amount of recurring revenue • Time to close by channel • Margin • Sales stage duration • Sales cycle duration • Number of sales calls made • Number of proposals given • Competitive knockouts
  • 4. Service Metrics • Cases closed same day • Number of cases handled by agent • Number of service calls • Average number of service requests by type • Average time to resolution
  • 5. • Average number of service calls per day • Percentage compliance with service-level agreement • Percentage of service renewals • Customer satisfaction level • Complaint time-to-resolution • Propensity for customer defection
  • 6. Marketing Metrics • Number of campaigns • New customer retention rates • Number of responses by campaign • Number of purchases by campaign • Revenue generated by campaign ( courtesy: CRMsuccess.com)
  • 7. • Customer retention rate • Number of new leads by product • Number of customer referrals • Cost per interaction by campaign • Number of new customers acquired by campaign