The Top 10 CRM Metrics that Matter Most to Businesses


How to measure your customer’s ROI?

With this question, I hope we can answer the common question of “How do I calculate my ROI?” in a way that is clear, concise, and easy to understand.

The Most Important Top 10 CRM Metrics You Should Be Tracking is an article that explains the importance of tracking customer relationship management metrics. These metrics help companies measure the success of their marketing efforts, and they are crucial to making the most out of your marketing campaign.

It can be difficult to get the most out of a solution you have purchased for your business. CRM software helps companies track overall sales, log customer information, and monitor company goals. Companies use CRM to organize their sales data and analyze how each sales metric is impactful on business.

Before you dive into what metrics are the right ones to track for your business, it’s important to understand your business’s overall goals and game plan. Collecting data without knowing how to analyze that data and use it effectively is useless.

Analyzing customer retention won’t solve all your business problems, but it can help you identify where your retention problems lie.

By tracking a few or all of the CRM metrics outlined, you’ll get a full picture of how your business is performing and if you’re on track to achieve your SMART goals.

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Here are the most important top 10 CRM Key Metrics that matter most to business

Customer Churn Rate

Customer churn rate is one of the most important KPIs for your business. No matter how exceptional your business is, it will have a churn rate. Customer churn rate is a measure of how often customers stop doing business with you.

If your email list is growing, you might also want to look into your email open rates, or how many people actually read your emails. The churn rate is typically low when your sales are high, so you want to focus on improving your business.

This CRM metric won’t tell you why customers are leaving but will give you insights into what’s going wrong.

You can calculate the churn rate:



One of the easiest metrics to track, and one that should always be in your sight. After all, it’s more cost-effective to keep current customers than to find new ones.

Close Rate

Close rate is arguably the most important metric for your sales team. It refers to how many deals you have closed compared to how many leads you had in your pipeline. If you had 100 leads and 30 people that you close on a regular basis then your close rate is 30 percent. If that’s below your industry average, you can start figuring out why others are companies doing better than you.

close rate

In another way, It’s a simple estimation that shows how successful your team is in winning deals.


Upsell Rate

The upsell rate is the number of consumers who upgrade their purchase from a lower version to a more expensive version of a product or service.

You’ll learn how to measure your upsell rate, so you’ll know how effective your sales team is at converting customers into buyers.

Upsell Rate

CRM metrics can be used to measure agreement among teams, showing who agrees to making upgrades by demographics, content shared, or sales representative. When you analyze your order upgrades, try to see which purchases convert the most effectively. Then modify your workflows to increase your conversion rate for those purchases.

Rate of Renewal

It’s important for businesses to have a rate of renewal. The percentage rate at which customers renew their relationship with your company is a powerful indicator of your company’s growth.

rate of renewal

For example, if your business starts the year with 100 customers and only 95 renew their contracts, the renewal rate is 95%.

It is a very effective metric to measure organizational success. The metric lets you know if your company is offering long-term value to customers.

Customer Retention Cost

A study showed that almost 80% of a company’s revenue comes from just 20% of its existing customers. It’s important to retain customers for any business to continue thriving.

It’s not a precise measurement, but the key takeaway is to focus more on retaining your existing customers than acquiring new ones.

Your customer retention rate is how many customers you retain over a specific time period.

retention cost


Customer Lifetime Value (CLV)

Consumers value companies that provide exceptional customer service. To become the best customer experience company in the world, you need to measure the actual value of the consumer.

You can measure this rate by looking at prospects’ purchasing patterns and the amount of time they remain engaged with your business.

Customer satisfaction is vital for any small business. These Metrics in CRM help you to track how some customers contribute to your business revenue. Besides, customer value helps you prioritize the marketing activities like when to offer discounts or deals.

customer lifetime value

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Customer Acquisition Cost (CAC)

The return on investment of a customer acquisition campaign is a way for a company to determine how effective its customer acquisition efforts have been.

The going cost of acquiring a new customer is used by corporations to estimate the success degree of marketing campaigns. 

As an effective means of assessing the efficiency of a customer acquisition campaign, the ROI of a campaign to convert a lead into a customer is the motivating force behind every sales and marketing team.

It’s a good idea to include your customer acquisition cost in your strategic plan.

How to calculate customer acquisition cost

customer acquisition cost

This is a good way to monitor how your marketing and sales efforts are doing, as it shows whether you are meeting your goals for converting leads to customers.

If you find that there is a drop off-point where fewer and fewer people are purchasing your products, then you need to diagnose the problem and get on the right path to acquire more customers

Length of each Sales Pipeline Stage

The sales pipeline is a visual representation of your deals. It shows you when you have opportunities, who wants what, what stage the deals are in, when the customer decides to buy, and what your next steps should be.

sales pipeline stage

The sales pipeline stages are also helpful when estimating when a deal will close. Each stage in the pipeline represents a particular step in a lead’s progression through your sales process, from lead to customer.

The life cycle of an account is lead generation, lead nurturing, marketing qualified lead, sales qualified lead, sales accepted lead, closed deal, and post-sale.

Net New Revenue

Net new revenue is the amount of new business you bring in for the organization. You can calculate the amount your salespeople are bringing to the table at regular intervals. Depending on your business model, it can be calculated once a month, quarterly, or yearly.

net new revenue

Track net new revenue, identify and solve problems new customers are experiencing, and improve sales growth by analyzing the data gathered from the KPIs.

Average Resolution Time

The average resolution time is a metric that represents how long it takes for support agents to solve an issue. It is calculated by taking the total number of open tickets and dividing it by the total number of tickets solved. This metric shows the average amount of time it takes for a support agent to solve a ticket.

resolution time

The benefit of average resolution time is that it is a simple metric that gives an indication of how well you are doing in terms of customer service. The metric can be used to compare your performance with your competitors. It can also be used to compare your performance over time.

The first resolution time to the time a ticket is first created, then counted by full resolution time to the end count at which the ticket was marked as solved.

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What are CRM metrics?

CRM metrics are measurable indicators that assess and analyze the effectiveness of a customer relationship management (CRM) system. These metrics offer valuable insights into different facets of how your organization engages with customers, enabling you to use data-driven strategies for enhancing customer satisfaction, retention rates, sales effectiveness, and other areas.

Why are CRM metrics important?
CRM metrics play a crucial role in understanding the effectiveness of your CRM efforts. By tracking key indicators such as customer acquisition costs, conversion rates, customer lifetime value, and customer satisfaction scores, you can identify areas of improvement, optimize processes, and ultimately enhance overall business performance.
How does CRM software work?
CRM software collects information about your customers and prospects. It then allows you to view the information in one place. This way, you can easily find out who needs what product or service, when they need it, and how to contact them.
How do I measure customer satisfaction using CRM metrics?

We can measure customer satisfaction through various indicators like Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction Score (CSAT). We can integrate these measurements into your CRM system to provide real-time feedback on how satisfied your customers are with their experiences.

How do I close my deals?
CRM helps you close your deals by helping you track all your leads and sales activities. You can then use that information to follow up with your prospects and close the sale.
How frequently should I review CRM metrics?

The frequency of reviewing CRM metrics depends on the nature of your business and the specific metrics being tracked. However, it is generally recommended to review these metrics at least monthly or quarterly to stay informed about trends, detect anomalies, and make timely adjustments in your CRM strategies.

How much does it cost?
The price for a CRM system depends on the company and the features they offer. CRM software is not free. You can get CRM software at a discount.
How do I ensure data accuracy when measuring CRM metrics?

To ensure data accuracy, it’s important to have robust data collection processes and systems in place. Regularly clean and validate your CRM data to minimize errors. Additionally, establish clear guidelines for data entry and train employees on accurate and consistent recording of customer interactions.


In conclusion, CRM software is not just about making sales calls. It is also about managing all aspects of the sales process, including prospecting, follow-up, closing, and more. This means that CRM is about more than just sales. It is about all aspects of the sales process. The key to using CRM effectively is to know what it can do, and how to use it.

There are a lot of metrics to track for your business. But, it’s important to understand which metrics are the right ones to track for your business. By knowing your business’s overall goals and plan.

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