Add Voice Of The Customer And Social Metrics To Track CRM Success

What are the right metrics to track the success of a CRM initiative? I just updated my report on this topic for 2011. The report illustrates over 70 different metrics and describes how to link them to business strategies and tactics.

What’s new in the report? My clients are incorporating new measures into their portfolio.  In addition to traditional operational metrics, they are adding externally focused customer perception metrics. In particular, I see a rise in adoption of voice of the customer (VoC) metrics and “social metrics”:

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