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Following gut feeling is not the way to measure organization performance and it takes a lot more than that to run a successful business. What you need is a deep analysis of the sales, marketing, support, and financial results. And the only way to achieve it is to track **relevant operational metrics**.

The three departments that are most associated with the influence of [**CRM systems,**](https://www.salesforce.com/) utilize a whole range of different operational metrics to measure their related performance. By department, these include:

## SALES

- Number of prospects
- Number of new customers
- Number of retained customers
- Close rate
- Renewal rate
- Number of sales calls made
- Number of sales calls per opportunity
- Amount of new revenue
- Number of open opportunities
- Sales stage duration
- Sales cycle duration
- Number of proposals given

## MARKETING

- Number of campaigns
- Number of campaign responses
- Number of campaign purchases
- Revenue generated by the campaign
- Number of new customers acquired by campaign
- Number of customer referrals
- Number of web page views
- User goal completion rate on the web
- Time per website visit
- Customer lifetime value
- Cross-sell ratio
- Up-sell ratio
- Email list growth rate

## SERVICE

- Number of cases handled
- Number of cases closed the same day
- Average time to resolution
- The average number of service calls per day
- Complaint time to resolution
- Number of customer callbacks
- Average service cost per service interaction
- Percentage compliance with SLAs
- Calls lost before being answered
- Average call handling time

### **Operational metrics** are worth implementing in all areas.

In addition, to these more traditional operational metrics, recent years have seen businesses expand their measurements outside of the strict business metrics. These are specifically incorporating Voice of the Customer feedback like customer satisfaction net promoter score, customer loyalty, social media metrics like sentiment, influence, reach but also Project Management, Innovation and Leadership.

### **Because using data to evaluate what is working and what isn’t is a very valuable management process.**

And it is still a habit that is used too less. It can play a giant role in identifying and tracking the progress of organizational goals and identifying opportunities for improvement. That is an important step in formulating business direction and reducing declines in business performance.

Check also:

[How to calculate Annual Recurring Revenue and Monthly Recurring Revenue](https://cloudanswers.com/how-to-calculate-annual-reporting-revenue-and-monthly-reporting-revenue/)

#### Trusted and reliable Salesforce partner. Your support and help in Salesforce CRM implementation with all functions that your business requires. **Get in touch!**

Operational metrics are key performance indicators that display a measurable value that shows what's going on in the business in real-time.

what-operational-metrics-should-you-measure

What operational metrics should you measure?


## 3 fundamental sales KPIs that can be automated

It’s hard when the whole business doesn’t use Salesforce because they don’t have access to the same rich data that you do. It’s even harder when they are looking for insight on the performance of your sales department. If you are a sales manager in a company where Salesforce is a silo (or island) or you are running a company and feel like you don’t get the right KPIs out of your Salesforce system, read on.

The best way for independent teams to gain visibility into their each other’s activity is to collect and measure performance through KPIs that are aligned with the company’s vision. Luckily for us consultants, your company’s vision probably includes increasing the number of people that are benefiting from your solution (aka “sales”). There’s no one-size-fits-all approach to sales strategy, but there are certainly 3 fundamentals activities of sales: generating opportunities where relevant, communicating value, and showing prospective customers how benefits can start today.

### 1\. New Opportunities

Without a question, this number is already presented at board meetings and executive staff reviews. Opportunities are items which sit within the sales funnel, which is the domain of sales. You won’t see leads mentioned in this post since it’s not a marketing KPI article, this is just about sales.

If your salespeople have been given training and your CRM is configured with appropriate validation rules to ensure data quality, then your new opportunities metric can be sliced to tell you about the health of many parts of the sales organization:

- Group by Opportunity Source: Is marketing appropriately fueling the sales engine?
- Group by Month: Is there a yearly cyclical pattern being observed that we can overcome?
- Group by Owner/Team & Created Date: Monitor for an individual contributor or group issues
- Group by Account Type: Are we encountering a new market segment and are we prepared for it?

![](/uploads/kpi-example-chart.jpg)

As you can see, grouping a simple KPI by other attributes can tell you a lot. Our suggestion is to add this number into a dashboard and copies of this KPI with filters until you feel like you know everything about top of the funnel health.

**Automation tips:**

Ensure that duplicates are managed with Salesforce built-in duplicate management and our lightning component for “[Potential Duplicates Component](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EcyysUAB&utm_source=cloudanswers_website&utm_medium=blog&utm_campaign=3_fundamental_sales_kpis&utm_content=potential_duplicates_component)”

![](/uploads/screenshot_no_duplictaes.jpg)

Use report-sender to make sure partners always know what you have in your pipeline for them.

![](/uploads/screenshot_report_sender.jpg)


Learn how to get the right KPIs out of Salesforce. Get to know everything about the top of the funnel health and use it to...

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3 fundamental sales KPIs that can be automated - new opportunities

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What operational metrics should you measure?

3 fundamental sales KPIs that can be automated - new opportunities

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