Salesforce, a popular piece of sales software, underwent an upgrade, introducing what it calls the Lightning Experience. The software is now more customizable and allows users to select which metrics they want to see featured when they use the software. Users can also make their own additions and upgrades to the app.
You cannot truly measure the success of CRM metrics if your company does not have a strategy. In order to have successful CRM metrics your company must first develop a strategy and then find metrics that will complement it.
Key Managerial Takeaways:
- The Salesforce upgrade shows the importance of customization when catering to a wide array of clients
- It also shows that different companies emphasize different sets of metrics to measure the effects of their CRM efforts
- Metrics are not universal, what works for one company or situation may not work for yours
- Establish the goal(s) of your CRM metrics first, then proceed to build them up
Weinberger, Matt. "Salesforce Finally Kills Its Embarrassing Old Look and Starts over." Business Insider. Business Insider, Inc, 25 Aug. 2015. Web. 29 Aug. 2015.
Article reference
Davey, Neil. “CRM Metric: What Should You Monitor and Measure?”
MyCustomer.com. My Customer, 23 Jan. 2014. Web. 30 Aug. 2015 
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