“Value realization” is a good test for any CRM deployment effort. This kind of initiative involves critical employee participation. We’ve learned that’s essential to monitor over time. The idea is to hold individuals accountable for change and participation right from the start. One tool we use in CRM software implementations is a user adoption dashboard. This measures employee engagement level and promptly identiﬁes disappointing user adoption. Tracking user logins and system logs is a common start, but it’s not all we can do. Added key performance indicators that we track include the following:
* System activities such as the volume of new or updated (customer, contact, activity, opportunity, case, etc.) records, the types and volumes of activities created (i.e. tasks, events, email, phone calls) and the completion of end to end processes (lead to closed opportunity or support case entry to closure)
* Individual record updates such as the frequency of updates to account and opportunity records
* Data quality and completeness metrics such as the percentage of account, opportunity or case entity ﬁelds that are correctly completed when new records are created, or the number of opportunities created or updated with Close Dates in the past
* Time based metrics such as daily time spent in the system; application use and user actions by time of day and day of week; or the number of users that haven’t logged on for N days
The whole topic of time management emerges as another important topic. It’s one you will hear more about from me as we continue to blog and share.