Question: The figures above describe some important Custer Relationship Management (CRM) metrics. What do you think are the three most important metrics from each category (the categories are, as indicated above, Sales metrics, Customer Service Metrics, and Marketing Metrics)? Rank order and briefly discuss why. Please note that your responses should not be more than a page and a half of Microsoft Word or Googledoc document

Figure 8.21 CRM Metrics 1 of 2 Customer Service Sales Metrics Metrics Marketing Metrics Number of prospective Cases closed same day Number of marketing customers campaigns Number of new Number of cases New customer retention customers handled by agent rates Number of retained Number of service calls Number of responses by customers marketing campaign Average number of Number of purchases by Number of open leads service requests by type marketing campaign Average time to Revenue generated by Number of sales calls resolution marketing campaign Some common CRM metrics a manager can use to track the success of the system - usually track between five and seven of the hundreds of CRM metrics available Figure 8.21 CRM Metrics 2 of 2 Customer Service Sales Metrics Metrics Number of sales calls Average number of per lead service calls per day Percentage compliance Amount of new revenue with service-level agreement Amount of recurring Percentage of service revenue renewals Number of proposals Customer satisfaction given level Marketing Metrics Cost per interaction by marketing campaign Number of new customers acquired by marketing campaign Customer retention rate Number of new leads by product Some common CRM metrics a manager can use to track the success of the system - usually track between five and seven of the hundreds of CRM metrics available