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Of the eight building blocks required for a successful CRM strategy, metrics is one of the most difficult to do correctly. Done well, metrics not only track historical performance, but also influence behavior and provide a basis for comparing disparate activities to determine future investments.
Table of Contents
What You Need to Know
- The Default State Is Metrics Overload
- A Strategic Framework for Performance Metrics Is Required
- Two Types of Metrics
- The Key to Success: Establish the Relationship Between "What Am I Doing?" and "How Am I Doing?"