If you are a small business, you may not have the luxury of owning one of the nice Customer Relationship Management Software packages like Salesforce.com. My advice to you, don’t let this stop you from measuring your companys’ performance like a CRM package. Check out this article. “The Best 5 CRM Analytics” by Pam Baker
This is a list you should use to measure your own company performance.
- Direct customer feedback – This is critical information that is needed to constantly be in touch with clients and improve processes to meet customer needs.
- Comprehensive view of the customer -What is the makeup of your customers? Where do they spend the most time on your site? How often do they purchase your products or services?
- Measure engagement levels – How popular are your programs and offers? Are you engaging your clients online through social media?
- Measure and track escalation response efficiencies such as FCR (first call resolution) – When questions arise, how effective is your client service staff in handling questions and providing solutions to your clients?
- Measure and track customer value – How do you categorize your clients? What criteria do you use to determine how much resources should be dedicated to your customers?
Read more about these CRM Analytics in the article, The Best 5 CRM Analytics.
It really comes down to keeping in close contact with your clients.If you have a CRM System or not, really isn’t the question. You should be conducting your own tracking specific to these metrics. If you have metrics like this in place for your own company, you will see results from your marketing efforts and will be able to improve in areas where you may need to collect more information.
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