Key performance indicators (KPIs) are specific, measurable, actionable, relevant, and time-bound (SMART) goals that help businesses track their progress and performance.

There are many different KPIs that can be used to measure the effectiveness of a customer relationship management (CRM) system, depending on the specific goals and needs of the business. Some of the most common CRM KPIs include:

Customer acquisition cost: The cost of acquiring a new customer, including marketing and sales expenses.

Customer retention rate: The percentage of customers that continue to do business with the company over a given period of time.

Customer lifetime value: The total value of a customer to the business over their lifetime as a customer.

Customer satisfaction: The degree to which customers are satisfied with the products or services they receive from the business.

Net promoter score (NPS): A measure of customer loyalty, calculated by asking customers how likely they are to recommend the business to others.

Average deal size: The average amount of money spent by a customer on a single purchase.

Sales conversion rate: The percentage of leads that are converted into paying customers.

Lead-to-customer conversion rate: The percentage of leads that are converted into paying customers.

Time to close: The average time it takes to convert a lead into a paying customer.

Sales productivity: The amount of revenue generated per salesperson.


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