Paul DeMairo is identifying key performance indicators to be tracked and analyzed through his company's CRM program. Which of the following would Paul be LEAST likely to include as a key performance indicator?
A) average revenue per customer
B) customer lifetime value
C) cost to acquire a new customer
D) cost to retain a channel member
E) cost to retain a current customer

Question

Quizplus · Accepted Answer

The other options (A, B, C, and E) all relate specifically to customer behavior and/or profitability, which are key areas that a CRM program would typically focus on tracking and analyzing. However, the cost to retain a channel member is not related to customer behavior or profitability, and thus would be less likely to be included as a key performance indicator.

Paul DeMairo Is Identifying Key Performance Indicators to Be Tracked