Customer Relationship Management (CRM)

  1. CRM Analytics and Performance Measurement
    1. Key Performance Indicators (KPIs)
      1. Sales Performance Metrics
        1. Revenue Growth
          1. Sales Conversion Rates
            1. Average Deal Size
              1. Sales Cycle Length
                1. Win/Loss Ratios
                  1. Customer Acquisition Cost
                    1. Sales Productivity
                      1. Quota Attainment
                      2. Marketing Performance Metrics
                        1. Lead Generation Volume
                          1. Lead Quality Scores
                            1. Campaign Response Rates
                              1. Marketing Qualified Leads (MQLs)
                                1. Cost Per Lead
                                  1. Marketing ROI
                                    1. Customer Acquisition Cost
                                      1. Attribution Metrics
                                      2. Customer Service Metrics
                                        1. First Contact Resolution Rate
                                          1. Average Response Time
                                            1. Customer Satisfaction Scores
                                              1. Net Promoter Score (NPS)
                                                1. Case Resolution Time
                                                  1. Service Level Agreement Compliance
                                                    1. Agent Productivity
                                                      1. Customer Effort Score
                                                      2. Customer Relationship Metrics
                                                        1. Customer Lifetime Value
                                                          1. Customer Retention Rate
                                                            1. Churn Rate
                                                              1. Customer Satisfaction
                                                                1. Customer Engagement Scores
                                                                  1. Repeat Purchase Rate
                                                                    1. Referral Rates
                                                                      1. Upsell and Cross-sell Success
                                                                    2. Reporting and Dashboard Development
                                                                      1. Standard Reporting
                                                                        1. Pre-Built Report Templates
                                                                          1. Operational Reports
                                                                            1. Management Reports
                                                                              1. Compliance Reports
                                                                                1. Performance Scorecards
                                                                                  1. Exception Reports
                                                                                  2. Custom Report Development
                                                                                    1. Report Design Principles
                                                                                      1. Data Source Selection
                                                                                        1. Filtering and Grouping
                                                                                          1. Calculation and Formulas
                                                                                            1. Formatting and Layout
                                                                                              1. Distribution and Scheduling
                                                                                              2. Dashboard Creation
                                                                                                1. Dashboard Design Best Practices
                                                                                                  1. Key Metric Visualization
                                                                                                    1. Interactive Elements
                                                                                                      1. Drill-Down Capabilities
                                                                                                        1. Real-Time Updates
                                                                                                          1. Mobile Optimization
                                                                                                          2. Data Visualization
                                                                                                            1. Chart and Graph Selection
                                                                                                              1. Color and Design Principles
                                                                                                                1. Storytelling with Data
                                                                                                                  1. Interactive Visualizations
                                                                                                                    1. Performance Optimization
                                                                                                                      1. Accessibility Considerations
                                                                                                                    2. Advanced Analytics and Business Intelligence
                                                                                                                      1. Descriptive Analytics
                                                                                                                        1. Historical Performance Analysis
                                                                                                                          1. Trend Identification
                                                                                                                            1. Pattern Recognition
                                                                                                                              1. Comparative Analysis
                                                                                                                                1. Benchmarking
                                                                                                                                  1. Root Cause Analysis
                                                                                                                                  2. Predictive Analytics
                                                                                                                                    1. Predictive Modeling Techniques
                                                                                                                                      1. Lead Scoring Models
                                                                                                                                        1. Churn Prediction Models
                                                                                                                                          1. Sales Forecasting
                                                                                                                                            1. Customer Lifetime Value Prediction
                                                                                                                                              1. Next Best Action Recommendations
                                                                                                                                              2. Prescriptive Analytics
                                                                                                                                                1. Optimization Models
                                                                                                                                                  1. Scenario Analysis
                                                                                                                                                    1. Decision Support Systems
                                                                                                                                                      1. Automated Decision Making
                                                                                                                                                        1. Resource Allocation
                                                                                                                                                          1. Strategy Recommendations
                                                                                                                                                          2. Machine Learning Applications
                                                                                                                                                            1. Supervised Learning
                                                                                                                                                              1. Unsupervised Learning
                                                                                                                                                                1. Natural Language Processing
                                                                                                                                                                  1. Sentiment Analysis
                                                                                                                                                                    1. Recommendation Engines
                                                                                                                                                                      1. Anomaly Detection

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                                                                                                                                                                  6. CRM Data Management and Governance

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                                                                                                                                                                  8. CRM Implementation and Change Management