CRM Performance Metrics That Matter Most in the Contact Center

ID Number: G00168499

7 July 2009

Michael Maoz

Service organizations struggle to define the key performance indicators that deliver the most benefit to the business. This research provides a framework to help determine which CRM performance metrics will help with client retention and profitability.

Price: US$495.00

Pages: 8

Browse Topics

Other Options

Contact Gartner

	Purchasing this document is fast, easy and secure, but you must be registered with gartner.com so we can track your order. Please select your status from these three choices:

Registration is required to purchase this document.

You or your organization may already own this document. Register now to find out. Your Gartner Membership Administrator can supply the needed License Key(s).

You will not lose your document during registration.

Username:

Password:

Forgot your username
or password?

For more information about purchasing this or other documents, contact Gartner at one of the telephone numbers below:


North America:	+1 203-316-3010	7:30 am - 8:00 pm	Stamford, CT
Europe:	+44 1784 267770	9:00 am - 5:00 pm	London
Asia/Pacific:	+65 6879 2785	9:00 am - 6:00 pm	Singapore
Japan:	+81 3 3481 3552	9:00 am - 5:30 pm	Tokyo

Table of Contents

Analysis

1.0		Harnessing Customer Service Technology to Improve Business Performance
2.0		Setting Performance Metrics in Line With Enterprise Business Priorities
3.0		How to Get the Basic Performance Metrics Right
4.0		Agent Satisfaction Is Key to Improving Customer Service Delivery
5.0		Performance Metrics for a Multichannel Service Delivery Strategy Are Complex to Measure
6.0		Measure How Well the Service Channel Performed to Design Standards
7.0		How Contact Centers Move to Profit Centers
8.0		Securing a Budget for Community Analysis Requires a Business Case
9.0		Final Thoughts: Consider a Net Promoter Score or Similar Approach

List of Figures

	Figure 1.	Setting Performance Metrics in Line With Enterprise Business Priorities

IT Performance Management
Business Metrics
Customer Relationship Management
Customer Service and Support

© 2009 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

Resource Id: 1061812