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.

Recommended Reading:

This article was originally published on February 04, 2011

Top Articles

Huge List Of Texting and Online Chat Abbreviations

From A3 to ZZZ we list 1,559 text message and online chat abbreviations to help you translate and understand today's texting lingo. Includes Top...

How To Create A Desktop Shortcut To A Website

This Webopedia guide will show you how to create a desktop shortcut to a website using Firefox, Chrome or Internet Explorer (IE). Creating a desktop...

The History Of Windows Operating Systems

Microsoft Windows is a family of operating systems. We look at the history of Microsoft's Windows operating systems (Windows OS) from 1985 to present...

Hotmail [Outlook] Email Accounts

  By Vangie Beal Hotmail is one of the first public webmail services that can be accessed from any web browser. Prior to Hotmail and its...

Graphics File Formats

Graphics file formats are not created equal. Knowing which one to use and...

10 Fun Facts To...

The following mobile phone facts and statistics deliver an update on the status...

10 Interesting Facts About...

The following Cybersecurity facts provide a brief introduction, enabling students, developers, and organizations...