What are the 12 main KPIs in CRM?
Posted: Sun May 25, 2025 7:37 am
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On the agenda of this article
Implementing KPIs in a CRM strategy
What are the 12 main KPIs in CRM?
In a constantly evolving business environment, effective customer relationship management has become a major challenge for companies wishing to remain competitive. CRM KPIs (Key Performance Indicators in Customer Relationship Management) are essential tools for measuring the performance of customer engagement. By highlighting strengths and areas kenya phone number list improvement, these indicators provide a clear view of the effectiveness of CRM strategies. Understanding and analyzing key CRM KPIs is therefore essential for optimizing customer satisfaction, increasing loyalty, and ultimately contributing to the company's sustainable growth.
1. Customer churn rate
Customer churn is synonymous with customer turnover or attrition. This measure of customer relationship management success explains the percentage of returning customers over a given period.
You can calculate this on a monthly, quarterly, and annual basis.
Among all other success metrics, customer attrition rate is one of the easiest performance indicators to measure.
On the agenda of this article
Implementing KPIs in a CRM strategy
What are the 12 main KPIs in CRM?
In a constantly evolving business environment, effective customer relationship management has become a major challenge for companies wishing to remain competitive. CRM KPIs (Key Performance Indicators in Customer Relationship Management) are essential tools for measuring the performance of customer engagement. By highlighting strengths and areas kenya phone number list improvement, these indicators provide a clear view of the effectiveness of CRM strategies. Understanding and analyzing key CRM KPIs is therefore essential for optimizing customer satisfaction, increasing loyalty, and ultimately contributing to the company's sustainable growth.
1. Customer churn rate
Customer churn is synonymous with customer turnover or attrition. This measure of customer relationship management success explains the percentage of returning customers over a given period.
You can calculate this on a monthly, quarterly, and annual basis.
Among all other success metrics, customer attrition rate is one of the easiest performance indicators to measure.