Generating KPIs is not simply a matter of producing and arranging nice, colorful graphs and charts. A KPI must be thought out and meet specific criteria, which we detail in what follows.
A KPI is an indicator designed to assist decision-making processes.
KPIs can be used to address the specific needs of a given department. For example:
- the Marketing Department, which needs to analyse the evolution of the level of participation in the events it coordinates, the number of visitors to its website, etc.
- the Sales Team, who need to study the conversion rate for a new product, while the Sales Manager might want to compare the results of the reps on their respective territories,
- the Customer Service department, which needs to monitor the reduction in the average time taken to process a request, or the number of complaints per range of products, etc.
KPIs can also be used to help define the global direction of the company’s Customer Relations policy.
A CRM solution can help you produce Operational and Business KPIs.