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What KPIs Should You Be Measuring?

Customer Loyalty Service Support Care Trust Business Concept
Martina Mercer
June16/ 2016

When managing a sales team there are some key performance indicators that can give you great insights into how your staff are performing along with areas they can improve on.

Here are a few KPIs sales managers should keep an eye on in today’s fast paced web enabled world to give an insight into what KPIs should you be measuring?

Lead Responses

What is the lead response time of your team? It’s a fact that the better and quicker the response the better the reputation of a business. Customers believe that response times and communication go hand in hand with quality. Responses within one hour increase sales success considerably. See how your sales team performs.

Opportunities per Call Ratio

It’s not enough to look at the amount of outbound calls a sales person makes, you must also measure the success. As a general rule for every hundred calls made three should be profitable. If your calls aren’t producing these results it may be time to listen in to find out what’s putting the customers off.

Second Time Lucky

Some sales teams don’t try again after the first contact but following up on leads is proven to work. Sometimes a customer needs to be contacted three, four, five or even twelve times before they convert and studies show that 80% will after the fifth contact.

Connections with Marketing

For too long the marketing and sales departments have worked in different camps. It’s time to join these two together as sales teams can benefit considerably from using the content marketers have.

Measure the connections between your teams, see what content is being used and what is being ignored. You could find that there’s untapped potential just waiting to be presented to customers by sales teams who are unaware it’s even available!

Click through Rate

It’s naive to think that all contact will be made over the phone, many like to connect through the internet while sales reps should access every area to generate leads. They should be active on social media (in a professional capacity) and have content for follow up emails ready to send. These efforts should also be measured to see how many click through from the emails or shares, in order to replicate success.

These are just a few of the KPIs that should be measured in order to drive growth, of course, a good CRM makes this simple.

About the Author

Martina Mercer is an award winning marketing consultant, author, journalist and copywriter. She works with many brands such as Colgate, Harrods and Boots, alongside providing her expertise for start ups in the tech industry such as Motor Quoters, BrandStreet, Money-Mate and Autoficient.

 

 

Martina Mercer

Martina Mercer is an award winning copywriter and digital marketer. She specialises in psychology delivering marketing that identifies consumer profiles and connects customers with brands. As an expert in proximity marketing, Martina is one of the only experienced beacon marketers in the UK highlighting her commitment to developing her skills in an ever changing consumer focused world.