First Contact Resolution Rate

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Tailor your messages to the stage of the customer journey.

First contact resolution rate is one of the important CRM KPIs you should measure to keep an eye on your organization's activity.
This term refers to the percentage of customer support tickets that help desk management resolves on the first try.
Organizations with the highest resolution rates never make their customers wait longer before receiving a resolution to their respective support requests.

In addition to the above, there are other important CRM KPIs kenya phone number list tracking the performance of the organization's business.
These include marketing campaign ROI, customer lifetime value, sales cycle length, customer acquisition cost, customer lifetime value, and more. To keep your business thriving in all aspects, it is essential to track your CRM software
metrics . We also have our article on the best CRMs to choose here.

onversion rate
It helps measure the overall effectiveness of your sales funnel. If your CRM generates a lot of leads but few conversions, this may indicate a problem with qualification, sales pitch, or targeting.

How to calculate it :

Conversion rate = Number of customers obtained / Number of incoming leads x 100

Best practices :

Segment your conversion rates by source (website, email, telephone, etc.).