Performance indicators for your customer relations - CRM

The CRM (for Customer Relationship Management), or GRC for Customer Relationship Management in French, is a software that boils down to creating, developing, and maintaining a privileged relationship with your customers, prospects or contacts, its effectiveness does not escapes anyone these days.


After implementing a CRM, you quickly notice the incomparable advantages that this software can offer, it has all the features and integrations you need for marketing, sales, content management and service. customer, but it is still necessary to be aware of the right approach to follow.


Despite all the advantages from which we can benefit, we may not notice real progress, nor any changes in our customer relations, but not understand the cause, here are therefore non-exhaustive indicators that a CRM offers to measure the performance of your business approach.


If the rate of these indicators listed below is positive, congratulations, you have been able to use the CRM functionalities in favor of your customer approaches.


1. Opportunity conversion rate

Also referred to as the conversion rate, customer prospects, the latter precisely defines the number of transactions carried out divided by the number of prospects.


Example: if you have completed 10 transactions for a total of 50 prospects. The opportunity conversion rate is 20%.


2. The commercial performance index

An indicator that remains extremely important, allowing you to calculate the number of sales you have made compared to the number of appointments you have made with your prospects. It is noted that the more this figure is consistent, the more the performance indicator will be by default.


3. The retention rate

This indicator helps you recognize how many of your customers have benefited from your services or purchased your products more than twice. A commonly requested loyalty indicator to know the customers who trust your products or services.


Loyalty is the reputation of your brand, it will allow an increase in turnover in the long term provided that you establish an effective loyalty policy.


4. Attrition rate

The latter is the opposite of the loyalty indicator. It measures the number of customers who have lost their trust in your products or services. This indicator is sure to determine the satisfaction of your customers.


5. Conquest rate

A commercially important indicator, helping you to measure the prospecting work carried out. It allows an overall view of the number of prospect appointments and the total number of appointments.


6. Efficiency rate

The calls you make allow the development of your commercial power. But the effectiveness of these calls is defined by the number of sales made or the number of appointments you were able to obtain compared to the number of calls you made.


The services offered by the CRM are each an asset that allows you to excel in your customer relations, but the real strength of the organization comes once the CRM connects and merges these services together.


The CRM allows you to have a global vision on all your commercial activities, it is still necessary to know how to exploit this data, to be aware of your weak points, your gaps and needs, to plan well-crafted strategies, to change and develop the methods which seem to work the least.


Pégase, EXPERT, is the sure value integrator, offering Divalto weavy CRM solutions, adapted to the needs of companies in all sectors.


Today present in Morocco, Algeria, France, Guadeloupe, Martinique, Reunion and Canada Pégase EXPERT is your infallible guide in your process of improving commercial performance. Our team of consultants is at your disposal to answer all your questions, do not hesitate to contact us.