How To Report

Define The Right Metrics For Tracking CRM Success

The Best Metrics Balance Business Strategy With Operational Performance

July 27th, 2023
With contributors:
Linda Ivy-Rosser , Hannah Murphy


Defining the right metrics to track success and prompt next best and corrective actions is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for CRM leaders to define the right CRM metrics, providing more than 70 examples of specific measures to help you track success.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.