Customer Relationship Management: Getting It Right!

19.1. Evaluating Performance Metrics

In Chapter 18, we set some very specific and measurable goals for the project offer as shown in Table 19-1 (specific, measurable, and time bound).

Table 19-1. Valencia Offer Objectives and Measures

Objective: Increase Profit	Performance of	Metric
Sell 150 total units of either Series 825 or 827 systems to the targeted customers within four months	Orders	Toll-free number orders for 825 and 827 products
Reduce by 35% the number of 815 and 817 systems owned by targeted customers and under support contract.		Number of total 82x purchases by target customers
	Leads	Number of inquiries
	Overall	Number of calls

The project team wanted to know how many calls were received, how many inquiries were received (and later turned into ...