CRM Metrics: What Works
Long gone are the days where CRM investments are approved without a meaningful Business Case supported by a clear set of metrics. Yet these metrics must be easy to understand and easy to measure. They also need to be supported by an appropriate reward and incentive program. Based on his experience identifying and measuring metrics for the past 25 years, Barton presents a set of executive, user and customer metrics that best-in-class organizations are using worldwide to measure their CRM success.
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