Measure Your CRM Success with These 7 Metrics

Marketing Insights for Professionals
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Your CRM should be making the sales process more efficient, but it’s important to check these key metrics to ensure that’s the case.

5 April 2021

Using a customer relationship management (CRM) system can revolutionize the experience for your audience. Ensuring you’re sticking within the best practice guidelines and following the right principles can have huge benefits for an organization. But, without measuring the true impact your CRM is having, you’ll never be able to fully understand areas for improvement.

Here are some CRM metrics you should be using to inform your decisions going forward:

1. Customer churn

Customer churn is one of the most straightforward metrics to keep track of. It measures the percentage of recurring customers over a given period. This is often set at a month, but you can also look at your customer churn for the year and compare it with historic data. Counting the number of customers at the beginning and end of the period and subtracting the second number from the first then dividing it by 100 will enable you to work out the percentage.