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For Application Development & Delivery Professionals

Define The Right Metrics For Tracking CRM Success

Performance Management: The CRM Playbook

September 21, 2017

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This is the Performance Management report in The CRM Playbook For 2017.

Why Read This Report

Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. This report describes a five-step process for application development and delivery (AD&D) pros to define the right CRM metrics and provides more than 70 examples of specific measures to help you track success. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Metrics Enforce The Discipline Needed For CRM Success
  • Link CRM Strategies, Tactics, And Metrics To Business Goals
  • Recommendations

  • Use Customer-Focused Metrics To Define CRM Success
  • Related Research Documents

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