Gartner Research

The Eight Building Blocks of CRM: Metrics

Published: 14 February 2013

ID: G00232711

Analyst(s): Gareth Herschel

Summary

Of the eight building blocks required for successful CRM, choosing and using the right metrics is one of the most difficult to do correctly.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Don't Confuse "What" They are Doing With "How" They are Doing
  • Make the Case for Validating Metrics Using Analytics
  • Remember That Gathering Metrics Always Changes Behavior
  • Use Metrics to Drive Processes, Not Just to Measure Them
  • Share Metrics and Performance Externally

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