When he is not leading operations at his Dallas software company, Nebulr, highly-skilled programmer and software architect James Ambrose Meyer develops web-based business solutions. James Ambrose Meyer is the founder of Increvent, an online scheduling and appointment system. Increvent also acts as a customer relationship management (CRM) system by allowing managers to view appointment data.
CRM systems can help companies track and measure the effectiveness of their marketing, sales, and customer satisfaction teams. To collect relevant data to improve customer experience, businesses also use a CRM system to measure the following metrics:
1. Churn rate – This statistic will reveal what percentage of customers do not opt to buy goods or services. While average churn rates vary by industry, a higher than average rate can indicate that there may be an issue with the product, service, or after-sales process.
2. Resolution time – Businesses should have a clear idea of how long it takes on average for a customer issue to be resolved. Solutions that take multiple interactions with customer service can have a negative effect on customer satisfaction.
3. Customer lifetime value – This metric calculates the amount of revenue from a single customer depending on how much a customer spends, how frequently he or she buys, and how long they remain an active customer. Knowing these numbers can help businesses understand which segment of their target market is most profitable.
James Ambrose Meyer 