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CRM Metrics

Some Key CRM Metrics 

Sales Metrics

  • Number of prospects
  • Number of new customers and total revenue
  • Number of existing customers and total revenue
  • Top 10 open opportunities
  • Revenue target for quarter or year
  • Top Accounts
  • Pipeline by Stage
  • Pipeline by Owner
  • Exceptions - (i.e.Open Opportunities despite a past close date)
  • Bookings trends – month to month
  • Average age of closed opportunities by Sales Rep
  • Opportunities by lead source 

Customer Support Metrics

  • Number of Cases closed same day
  • Number of Cases open/closed by agent
  • Average number of case by type
  • Average time to resolution
  • Top solutions created by rep
  • op solutions as rated in knowledge base
  • Percentage compliance with service-level agreement
  • Percentage of service renewals
  • Case time open-to-resolution

Marketing Metrics

  • Number of executed campaigns
  • Number of responses by campaign
  • Number of opportunities won by campaign
  • Revenue generated by campaign
  • ROI by Campaign
  • # of Respondents per campaign
  • Number of new customers acquired by campaign
  • Number of new leads by campaign
  • Number of leads by lead source

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