William Band on defining metrics and building a CRM metrics strategy

Date: Jun 15, 2011

In this installment of the SearchCRM.com CRM Metrics video series, William Band, principal analyst at Forrester Research, shares his thoughts on how an organization can determine the right metrics and find a balance between operational and internal metrics. He also discusses the ideal time to start thinking about metrics in a CRM initiative, how to find the proper total number of metrics and balance business and IT skills in a project.

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William Band on defining metrics and building a CRM metrics strategy