A measurable metric to track and improve the quality of customer related services.

A CRM Key Performance Indicator (KPI) is a standard measurement used to evaluate the process of delivering satisfaction to all the customer needs for your organization. KPIs can be set up across key activities that are critical to the satisfaction of the customer. A CRM score is a customer related process to be improved daily. That’s why you should be tracking and improving the most important CRM KPIs regularly.

Based on a 1–5-point scale.

Assessment Areas

There are a multitude of metrics than can be measured, for example:

  • New leads or prospects.
  • Complaints and feedback
  • First contact resolution rate
  • Customer satisfaction rate
  • Customer effort score
  • Brand awareness

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