On 11/5/2016, I attended a webinar with my peers in the CRM industry. by Ron Baker of the VeraSage Institue. My peers in the CRM industry wanted to learn how to make our practices better, so he suggested we measure our own KPI by looking at it from our clients’ perspective not just ours.

For example, instead of measuring how many tech support cases we had to offer at no charge, we should measure our success rate of solving it within 30 minutes.

Check out this indepth article, citing the airlines industry.