At the beginning of a CRM implementation, management and personnel should agree on the metrics that need to be captured by the software.

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It is important to have a clear understanding of the key performance indicators (KPIs) that will be tracked in the CRM system in order to ensure that the system is effectively measuring and improving business performance. This requires collaboration between management and personnel to determine which metrics are most relevant and useful.

At the Beginning of a CRM Implementation, Management and Personnel