Implementation of a software automation tool is just a start in the direction of setting up a world class enterprise which is centered around customers. In order to measure success of your salesforce automation tool, you can judge whether the following KPIs have been positively impacted.
Defining Top Business Key Performing Indicators for SFA and Customer Support(KPIs)
First step towards implementation of the CRM software solution is to understand what it can do for you. Thus the KPIs come into foreground. It may be noted that all KPIs may not be on your finger tips and you may require discussion and brain-storming before you fix on a set of indicators before your implementation. This may also require inputs from your CRM consultant to ensure that your KPIs are realistic and achievable through a CRM software. Just for your information, you may want to classify your KPIs in two parts. One set can be related to Pre-Sales and other may be related to post sales and customer support.
After having listed down the KPIs, you must then find out how do you currently stand on those before the solution kicks off. Having this history would help in quantifying the improvement levels post implementation. You may want to measure the KPIs continuously over a period of 12-15 months so that you can find distinct trend. If you are lagging with respect to a particular parameter, you can try and do a root cause analysis for them.
Salesforce Automation tool’s selling proposition is growth in top and bottom-line figures.The info-graphics below describes each of these KPIs and also gives business rationale on how the tool can positively impact the same.
Reality Check on Finalized KPIs
We strongly suggest that you go through the following checklist to ensure that the KPIs you have finalized for your business meets all of the following criteria. Remember that a shortcut here would lead to wastage of considerable resources in terms of man-power and development both.
- KPIs are objectively measurable– There must be a distinct mathematical way to measure the indicator.
- KPIs are realistic – You cannot for example set a KPI on Vendor Satisfaction levels, just because vendors may not figure out in your CRM process at all.
- The indicators are known – KPIs which are being measured must be know to your sales and after sales team. If they don’t know about it then there are high chances that you cannot meet your objectives.
How do you Benchmark versus others
Most of the clients realizing benefit within a year of their CRM implementation. The benefits may vary largely depending on your industry vertical and user adoption. For instance a company dealing in low volume high value transaction may get highly benefited even if one large order is converted due to transparency and alerts CRM brings in. However the key is the trend over the years. It must be noted that most of the organizations gain 15-20% as far as the KPIs are concerned in a period of 1 year. One of the immediate gain is having data to interpret and bringing on board the users who are taking time in switching to the application. Attaching commissions and other benefits like allowances can also have a large effect in user adoption towards CRM.
This info-graphics has been made by our learning during the course of CRM implementations and by also referring to the following websites.
- Gartner Blog on CRM KPIs
- SugarCRM Blog Spot – Veon Consulting
- Veon Consulting Thought leadership whitepapers
Share your experiences
We would be glad to hear about your experiences while implementing CRM and how you benefited from the application. We would also to know the measure you took to increase user adoption. You can let us know by commenting below this article.