Measuring effective usage of Salesforce is a critical task. As a manager you must focus on KPIs to keep your team on target, leverage training opportunities, increase sales and build better sales teams altogether. This can be done in a number of ways. It is important to remember that every different area of a business will need to use different or modified KPIs.
In order to give you a hand, we’ve compiled 5 KPIs every Salesforce manager should measure their team by.
1. Lead Response Time
We know that speed is significant in order to increase a sales team member’s odds of success. So this is a critical indicator. We know from extensive research that potential customers appreciate a quick response time, but perhaps more importantly they equate a quickly responsive company with a good one. So in order to track an appropriate response time, you’ll need to track phone calls, emails and any other form of communication to be sure that your team responds as quickly as possible.
2. Social Media Usage
Research firm Gartner recently said that “Social Media for CRM Will Force a Shift from Contact Centers to Customer Engagement Centers”.
While social media is a difficult data point to measure, you must make sure that your salespeople are active and engaged with social media. You need a good indicator in place to measure the effects of social media strategies. Since the metrics involved in measuring social media metrics are complicated, few KPI guidelines exist to help you make these measurements best. So you will have to rely on your own understanding and instincts to define the ways that your team may be making these important connections.
3. Clicks from Email Follow-Ups
This metric allows you to ensure that your sales team is embedding links to your content in follow up emails designed for sales. More importantly, it’s about understanding how your sales team is tailoring emails to be most effective. The most effective sales team members will try to be as engaging as possible. Using clicks from email follow ups as one KPI can give you significant insight into the effectiveness of your follow up processes.
4. Number of Days to Close
Salesforce can very easily and instantly reveal the timing of closures. With this information you can identify your best salespeople and quickly leverage their expertise and advice and encouragement for other team members. Salesforce allows you to look at the specifics of their practices in order to help bring about similar results in others.
5. Rate of Follow Up
You need to know exactly how long it takes your team members to follow up with customers but also the number of times your team connects with potential customers over a variety of areas. Track the number of times that your team members meaningfully engage with the customer and identify how this translates to converted leads or closings. When you track this activity you will get a much better understanding of the behavior required to close a sale.
Salesforce allows you to measure so many different things. Not every KPI will be important to every sales team member, manager or department. But finding the right KPI to measure will help you drive a more effective and responsive business.