In this module, we focused on the value of CRM metrics in measuring CRM efforts. We also discussed the importance of first setting goals. Consider the following scenario, then answer the questions.

Scenario: You work for a company that currently does not have a CRM plan. Your manager tells you that they’re going to buy a CRM Software Platform this week and “you’ll have everything you need to make the company more profitable.”

Explain to your manager the importance of first setting goals and how measuring metrics (measured by the CRM software platform) can help the company to become more profitable.

In response posts, provide additional insight into your peers’ ideas and perspectives.