Question

You are developing a set of success metrics to be used to evaluate the effectiveness of your customer relationship management (CRM) activities. Select the metrics that should be used to evaluate the effectiveness of your CRM activities.

A) Customer Retention Rate
B) Customer Satisfaction Score
C) Social Media Likes
D) Employee Productivity

Answer 1

The metrics that should be used to evaluate the effectiveness of CRM activities are customer retention rate, customer satisfaction score, and employee productivity.

Step-by-step explanation:

The metrics that should be used to evaluate the effectiveness of your customer relationship management (CRM) activities are:

1. Customer Retention Rate: This metric measures the percentage of customers who continue to do business with your company over a specific period of time. A higher retention rate indicates a successful CRM strategy.
2. Customer Satisfaction Score (CSS): This metric measures the level of satisfaction that customers have with your company's products or services. It is usually obtained through surveys or feedback forms.
3. Employee Productivity: While not directly related to CRM, this metric indirectly reflects the effectiveness of CRM activities. Higher employee productivity can indicate better customer service and engagement.