"What gets measured, gets managed." - Peter Drucker
In this session we will dive into using metrics to improve performance in every area of CRM. You will learn how to engage your team - from leaders to front-line employees - in identifying and tracking metrics. We will talk through the most important metrics to track in CRM for sales, service, marketing, and adoption - and why they matter. And you'll learn a process for going beyond reporting, to actually engaging your team in improving the metrics.
• A comprehensive listing of best practices metrics
• A method for working together as a team to continuously discover metrics that will change behavior, improve the customer experience, and lift the bottom line
Where adoption metrics overlap with performance metrics - and how to use both to drive change
Dynamics 365, Office 365, Customer Engagement, Employee Engagement, Global Speaker, Best Selling Author, Microsoft Certified Trainer