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» Products & Services » » Customer Service » Customer Relationship Management » Performance Measurement

CRM Performance Measurement: Tailoring Metrics to Key Stakeholders

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ID: 4241

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Words: 683

Published: Pre-2019

Delivery Format: Online

 

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Developing and tracking CRM performance metrics is perhaps one of the most difficult, yet critical stages of building a CRM program. Benchmark partners report that varying groups of stakeholders seek to have different needs met by their companies’ CRM programs. To ensure each group’s performance is measured accurately, companies develop sets of CRM performance measures that are valuable and relevant to each group’s roles and responsibilities in executing the CRM plan. This document looks at developing a three-pronged approach to CRM performance metrics.

Industries Profiled:
Retail; Government


Companies Profiled:
Lands' End; U.S. Department of Veteran's Affairs

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