How to Measure CRM Project Success

As you move through CRM project phases, you will want to measure your results with your team.

There are many metrics you may choose to evaluate. Common success metrics include:

• Increased customer retention
• Increased visits or orders per customer per year
• Increased average spending per order or visit
• Increased cross-sells or upsells – are customers buying in more categories?
• Increased number of new customers
• Activation of previous customers
• Increased referrals of new customers by existing customers
• And much more!

To determine what you should measure as a team, take a step back and look at the reasons you initially decided to implement CRM. What did you originally define as your success criteria? Do you remember/know what you wanted to measure? How has that remained consistent throughout your project?

You don't measure your success just once throughout your CRM project's lifetime! You may start looking at your metrics every three months during your first year, then move to every six from then on, for example. It's up to you and…
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CRM dashboards and analytics will make this much easier for you!

It is important for the end user to feel like the tool was meant for their benefit, not as a way to play big brother…

More than likely, some of your measurements will be regarding efficiency and productiivty. Each end user should be able to measure those benefits as individuals along with your team.

There are many different goals that companies have for a CRM system. Throughout the years, our experts have narrowed down the following goals as some of the most common:

• To increase closing ratios
• To sustain year over year growth goals
• To empower sales to handle a larger pipeline and close more business
• To gain more hours back in the day
• And much more!

Learn more about these key considerations and what you should measure for CRM project success in Ledgeview’s new eBook, “CRM from A to Z.”

Download your complimentary copy here.