Get the Best Performance Out of Your CRM Metrics



Not a Gartner Client?

Want more research like this?
Learn the benefits of becoming a Gartner client.

contact us online


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
  • Analysis
    • Context
    • Analysis
      • 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?"
    • Key Facts
  • Recommended Reading
© 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 Gartners 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.

Free Research

Discover what 12,000 CIOs and Senior IT leaders already know.

Free Access





Why Gartner

Gartner delivers the technology-related insight you need to make the right decisions, every day.

Find out more