CRM Metrics Save As Excel | 
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CRM METRICS
Marketing metricsSales metricsService metrics
Number of campaignsNumber of prospectsCases closed same day
New customer retention ratesNumber of new customersNumber of cases handled by agent
Number of responses by campaignNumber of retained customersNumber of service calls
Number of purchases by campaignNumber of open opportunitiesAverage number of service requests
Revenue generated by campaignClose rateby type
Cost per interaction by campaignRenewal rateAverage time-to-resolution
Number of new customers acquiredNumber of sales callsAverage number of service calls
by campaignNumber of sales call perper day
Customer retention rateopportunityPercentage compliance with
Number of new leads by productAmount of new revenueservice-level agreement (SLA)
Number of customer referralsAmount of recurring revenuePercentage of service renewals
Time-to-close by channelCustomer satisfaction level
MarginComplaint time-to-resolution
Sales stage durationPropensity for customer defection
Sales cycle duration
Number of sales calls made
Number of proposals given
Competitive knockouts
Source: Forrester Research, Inc.
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