Customer Relationship Management (CRM) Reports Explained
A look at the 10 most important customer relationship management (CRM) reports from your CRM system.
Customer Relationship Management (CRM) systems can help a business gain a better understanding of who their customers are, what they are buying and also see how loyal the customer really is. The problem with CRM systems is that if you don't run the right reports, you may not be getting an accurate picture of the customer and which products or services they like (and don't like), and which products or services are the most profitable. This eCRM Guide article looks at the top 10 must-run CRM reports.
1. The DOA CRM Report
The DOA (or Dead on Arrival) CRM Report lets users know which products are the most error-prone or receive the most complaint calls from customers. The point of the report is to understand where customers are having problems and why, and it is derived from customer service calls and emails (including requests for refunds or exchanges) as well as customer surveys. This report is incredibly useful because it can pick up all kinds of little things that you missed or take for granted but the customer trips over, and can really hurt your business.
2. Quality Problems CRM report
The Top Quality Problems CRM Report tells you which product or products have the highest service costs. Quality problems turn into service cost expense and you want to spot these problems as soon as possible because they can be deadly, resulting in an otherwise wonderful product becoming horribly unprofitable due to (undiagnosed) service issues.
3. Most Profitable Service Offering CRM Report
The Most Profitable Service Offering CRM Report is valuable because oftentimes businesses don't know which services are the most profitable. You may think you've got a great offering, but it's only when you really look at who orders it and how much it costs to provide the service that you discover that you should subcontract it or get out of the business all together.
Stay up to date on the latest developments in Internet terminology with a free weekly newsletter from Webopedia. Join to subscribe now.
From keyword analysis to backlinks and Google search engine algorithm updates, our search engine optimization glossary lists 85 SEO terms you need... Read More »Slideshow: History of Microsoft Operating Systems
Microsoft Windows is a family of operating systems for personal computers. In this article we look at the history of Microsoft operating... Read More »Slideshow: Interesting Facts About Google Search
From Goats to Penguins, a server outage and trillions of searches, our slideshow presents interesting facts about Google and the Google.com... Read More »
Java is a high-level programming language. This guide describes the basics of Java, providing an overview of syntax, variables, data types and... Read More »Java Basics, Part 2
This second Study Guide describes the basics of Java, providing an overview of operators, modifiers and control Structures. Read More »The 7 Layers of the OSI Model
The Open System Interconnection (OSI) model defines a networking framework to implement protocols in seven layers. Use this handy guide to compare... Read More »