Performance Tools for CRM

How to manage CRM efficiently with KPIs is not a problem when you know what key performance indicators to look out for. All it takes is patience and open mindedness.

Key performance indicators or KPIs have a lot to do with almost any activity – whether it is for profit or for some other purpose. This is because of the fact that key performance indicators reflect all the aspects of a particular activity, bringing forth what aspects seem profitable or effective and which ones are not. In fact, KPIs have a direct link to the possibility of improvement for any activity. This proves even true for the aspect of Customer Relationship Management of a business, which is also known as the CRM. Thus, the question of how to manage CRM efficiently with KPIs comes into mind.

So, how do you exactly manage your CRM in your venture with the use of KPIs? The first step to this process is always the most basic – get to know what KPIs to consider in the first place. Taking note of the performance indicators in client relations will pave the way for the succeeding steps. Now, the key performance indicators for customer relations may well lie exclusively with the customers themselves because they are the very ones who can tell whether or not your customer relations management is effective or not. Also, they are the ones who can tell if you are running a good business or not. Thus, you must consider what KPIs there are to get a general idea on how you are doing in terms of how satisfied your customers are with your products or services.

The first key performance indicator to consider is the number of customers that visit your business. Of course, the more clients there are, the better your business is going, since generally, more customers mean more profit and the generation of profit is basically and usually the paramount consideration in running a business. This will also mean that word goes around and customers are satisfied with your products or services – or they are just curious.

Another key performance indicator is feedback. Feedback, comments, and suggestions can be obtained from clients in a variety of ways. Although most businesses make use of feedback forms, there are those who directly communicate with their customers to get this. For the latter method, there is a greater chance of success since the owners or managers can directly and quickly obtain feedback results and make changes accordingly, if there is a need for change, that is.

One more key performance indicator is how frequent a client comes back to avail of your products or services. Of course, this is not easily measured since no business owner or manager is expected to recognize every single guest they get. However, once a customer frequents a business, the manager or owner will eventually recognize the customer and in time, will get a general idea on how many times the said client visits the business. Also, this will be more easily found when the owner or manager becomes more familiarized with the customer to the point that the manager or owner can give the customer what he wants without even asking for it.

Once you have obtained all your key performance indicators, you can already produce a general idea on what aspects of your customer relations you should improve or maintain. It will basically cut out your work for you. Once you know what you should observe or look for, how to manage CRM efficiently with KPIs will not be a problem for you.

CRM Support Articles about CRM CRM, KPIs, performance

Customer relationship management can be improved by being open minded and practical for the customers’ benefit. Here are 10 tips to measure and improve CRM performance scores in your business.

Customer relationship management, otherwise known as CRM, is the central part of customer relations in a business because it forms everything the business has to please the client. To do so, here are 10 tips to measure and improve CRM performance.

First, get to know the customer. Like what Sun Tzu said, “Know thine enemy”; except that, your customers are not your enemies. In fact, they are your best friends. Getting to know your customer is practically like getting to know what they want and how they want it. This way, you can give your product or service in such a way as to induce them to come back.

Second, get client feedback. It is said in the world of business that the best advertisement for a business establishment is the good reputation it has. You will not need flashy neon signs to advertise your business if your clients have good memories of you. They will tell their friends, who will, in turn, tell their own. In no time at all, your business will be well known all over the city.

Third, start treating your clientele as VIP’s. This way, you always put your best foot forward. You always give your best as if you were being visited by the Health Inspector. Customers avail of your business to experience something good.

Fourth, conduct periodical surveys. Through this data-gathering method, you can find out what the customers want. You can study these and eventually come up with a new product or service that addresses these wants. Not only will you be satisfying them, you will have an innovative advantage over the competition as well.

Fifth, listen to your customers. Of course, you can always get feedback and make surveys, but listening to your customers is another thing. This requires you to consider what they have to say, even if what they have to say does not sound good. This makes room for self-improvement.

Sixth, be friends with your customers. This will allow you to relate to them in a more informal manner, and they to you. This gets rid of all the formal inconveniences and tension that tend to get in the way of effective communication.

Seventh, personalize your methods. Leaving a sheet of paper on your customers’ table is yesterday’s method. Leaving a questionnaire as a placemat is an even worse idea. As a gesture of warmth, go table-hopping. Ask each customer what they think about a product or service and ask them how you can assist to make their visit more enjoyable. Treating your customers this way will let them feel you care about them. Not only will you get a direct feed to your business performance in terms of customer relations, you also improve your reputation as an accommodating host.

Eighth, upgrade. You do not have to wait for customer feedback before you upgrade your products and services. Having the initiative to improve further on an already good product or service will let you know almost immediately how the consumers respond to the change. This will give you basis for further developments.

Ninth, throw promotions. These will definitely attract more customers. Also, this will allow you to interact with them directly and get an idea of what they think. Of course, you do not have to go and give out free stuff – just give them something to enjoy for less the price.

Tenth, let your customers know that they are valuable to you. You can do this through a lot of ways, from simply saying “thank you” to giving them freebies on their third visit. Taking note of these 10 tips to measure and improve CRM performance will help you raise your customer relations scores in no time, and with better results.

CRM Support Articles about CRM CRM, performance, relationship management

KPI Name: Help Desk Balanced Scorecard Metrics for Excel

Related KPIs: Customer Relationship, Call-Center, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty

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Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Help Desk Balanced Scorecard Metrics for Excel KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

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Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

The most important aspect of any business is customer relationships, if you can manage incoming requests, process them in a timely manner, then you will have a constant sales growth. Helpdesk plays a key role in this process. It is important to measure the performance of helpdesk as it is a good way to find out what is going bad in your customer support service. Keeping an eye on key performance metrics and improving your positions will return in a sales growth.
With Help Desk Balanced Scorecard you will be able to take a control over Customer Satisfaction, Response Time, The call abandon rate, Reliability of Predefined Solutions, Resolution Excellence and helpdesk key performance indicators.

KPI in Excel – Screenshot:

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