How To Report

Define The Right Metrics For Tracking CRM Success

Performance Management: The CRM Playbook

March 1st, 2021
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Daniel Hong , Hailey Colin , Peter Harrison

Summary

Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of 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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