Sales metrics explained

Tracking the right sales metrics is the key to understanding your team’s performance. But what to measure? This guide will answer all questions.

What are sales metrics and why are they important?

Sales metrics are data points that allow you to monitor and understand the performance and effectiveness of your marketing, sales team, individual representatives, and company.

You can use these data points to make essential business decisions and identify the strengths and weaknesses of your sales strategies and processes. Additionally, these metrics help you set benchmarks for your marketing and sales teams and your company.

These various data points make it easier to manage your business growth confidently and ensure your company is on the right track.

KPIs vs sales metrics

Key Performance Indicators (KPIs) are data points that allow you to measure, evaluate, and understand how well you’re achieving your business objectives — the higher-level business goals.

Sales metrics measure the effectiveness of your sales processes, team, pipeline, and assist with revenue forecasting and workflow.

How to choose the right sales metrics

Companies understand the value of data analysis to help them successfully improve their business, make smart adjustments, and scale efficiently. However, knowing which of the hundreds of sales metrics are the right ones to measure and monitor for your business can be challenging.

Choosing the best sales metrics can depend on your specific business, goals, marketing plan, and your type of sales team. However, the key is consistently measuring the metrics you choose to get the most out of the data analysis.

Here are some things to consider to help you identify the right metrics based on your type of business.

SMB

For many small business owners, it can be overwhelming to decide what to measure, and you may feel like you need to measure everything. Instead, focus on critical elements that will help you better understand your business, sales process, and current growth — especially if this is your first business.

Identify your main business goals and your specific questions now and for the next year or two. Then, select metrics that help you monitor and track these issues so you can make informed business decisions. Help you grow at this stage and achieve your goals.

For instance, small businesses just starting may want to focus more on lead generation metrics.

Enterprise

As an enterprise, you likely already measure some sales metrics and KPIs. But as your business continues to expand, grow, and evolve, it’s helpful to reevaluate what you’re tracking and see if other measures can help answer the questions you have now.

For instance, you may need to incorporate additional sales metrics that address new products or sales processes. If you’ve recently updated your sales team or processes, you may want to track their performance to ensure it’s having the impact you want. Lastly, look for metrics that match your current performance goals.

B2B vs B2C

B2B and B2C companies benefit from tracking KPIs and sales metrics. However, the type of metrics that they need to monitor often vary.

For instance, many B2B companies utilize sales representatives or may have longer sales cycles. As a result, they may need different metrics that focus on sales representatives’ effectiveness or evaluate the sales process and pipeline to help identify stages where leads are getting stuck or dropping out.

B2C companies may use more self-guided or independent sales and marketing strategies that don’t involve a sales team. Their focus may be gathering insights into user engagement, product effectiveness, and customer loyalty.

Tailoring metrics for specific industries

You may also want to track certain metrics based on your specific industry. For instance, a SaaS company may not need to monitor all the same sales metrics as a B2C clothing company.

When generating your list of sales metrics, it can help to ask yourself:

  • What are my strategic goals?

  • What do I need to know about my current products or services to help ensure my company is meeting customer expectations and needs?

  • What are my performance goals?

The answers to these questions will help you generate leads on the metrics that will best help you at this stage.

Leading vs lagging sales metrics

Leading and lagging sales metrics are indicators that assist you in understanding your current business conditions and trends. Together, they can help determine if you’re on track to meet your goals and objectives.

Leading sales metrics are more forward-looking, providing information on where you’re heading or trending. Since this is looking more toward where you’re heading, you still have time to take action to influence or change the trend.

Lagging sales metrics focus on the results or what has already happened. These measures can show areas working as expected and highlight things that need to be changed. For instance, you can use this information to help develop or improve your sales plan.

Sales performance metrics

Average sales cycle

The sales cycle refers to the amount of time from your first interaction with a lead to closing the deal and is averaged across all won deals.

This metric can provide some predictability to your sales forecasting. For instance, knowing this metric, if you get a particular number of leads, you’ll be able to assess what your sales figures are likely to be like.

Calculation: 

Step 1: Calculate the amount of time from first contact to closing the deal for all sales in the set period.

Step 2: Add all those numbers to get the total number of days for all sales combined.

Step 3: (total number of days for all sales combined / total number of deals) = number of days for average sales cycle.

Average deal size

Businesses use this metric to measure the average value of their deals or sales transactions.

You can use this information to analyze and forecast revenue, make data-driven business decisions about budget and sales strategies, and better understand your sales team’s performance.

For instance, an increase in average deal size shows that your sales team is closing more significant deals, which can increase your revenue. However, keep in mind that the average deal size varies per industry.

Calculation: Total revenue generated / total number of closed won deals = Average deal size

Lead to opportunity conversion rate

This metric is the percentage of leads you receive that are converted into opportunities.

This metric evaluates how effectively your team converts leads into opportunities and how well your marketing and sales efforts move prospects through your sales funnel. The higher the rate, the better your team identifies and nurtures qualified leads.

Monitoring this over time can help you evaluate your sales team and sales process. However, remember that the “good” conversion rate benchmark can vary per industry.

Calculation: (Number of leads converted into opportunities / total number of leads received) X 100 = lead to opportunity conversion rate (expressed as a percentage)

Sales per rep

Sales Per Rep measures the total revenue generated by an individual sales representative within a specific time frame.

This metric helps you evaluate the performance of individual sales representatives and can help identify high and low-performing team members. This can also help you identify the strengths and weaknesses of each member.

When using this metric, it can be essential to establish a baseline for comparison and keep goals realistic.

Calculation: Add the number of sales or sales revenue for each rep for a set period.

Sales by region

Sales by Region helps you understand where your services or products are performing well and regions where you may need improvements. Analyzing this metric can help you tailor your sales and marketing strategies to specific areas, allocate resources, and make better-informed decisions about market expansion or contraction.

Calculation: Track your sales by regions you’ve identified.

Sales productivity metrics

Time to first action

This metric measures the time between when a lead signs up for your product or service and when they perform a certain activity.

This lets you see how quickly prospects or leads engage with your product, service, or marketing. Ideally, you want this number to be short, indicating people are taking their first action quickly.

Calculation: (Sum the time values to the first action for each user) / Total number of interactions = Average time

Sales email templates

Revolutionize your outreach and close deals faster with our dynamic Sales email templates, meticulously crafted to captivate prospects, drive engagement, and maximize your conversion rates.

Download for Free

Sales activity metrics

Lead response time

This is the average time for your team to follow up with a new lead.

Responding quickly to leads can increase your chance of winning their business. For instance, research suggests that about 50% of buyers will choose whichever vendor contacts them first. So, knowing how long it takes to respond to a lead is critical. Plus, it can give you insights into the effectiveness of your process.

You can also calculate the average lead response time for all leads, each representative, or different types of leads. For example, you can look at the time it takes to respond to someone who requests a sales call and calculate the time it takes to respond to a lead that downloads a case study. Segmenting based on lead type may provide additional information since some types of leads may be warmer than others.

Calculation: First, calculate how long it took to respond to each lead. Then, get the total sum of response time and divide that number by the total number of leads. 

Step 1: (Time of follow-up - time of first contact) = amount of time to respond

Step 2: Total the amount of time to respond for all contacts you include in the calculation to get the sum of the amount of time to respond for all contacts included

Step 3: (Sum of amount of time to respond for all contacts included / number of contacts included) = Average amount of time to respond

Number of calls made

This is the number of calls made to prospects as part of your outbound marketing efforts. You can calculate it for a specific period, an individual, or a team.

Even though calls are declining, this approach remains an important outreach method for sales teams. Tracking the number of calls made can help you understand how often your team reaches out to prospects. You can further refine this by looking at information like the ratio of calls made to calls answered or completed calls, which can provide additional insights for your sales team.

Calculation: Total up the number of calls made during a set period of time.

Number of emails sent

This refers to the total number of emails sent for a specific period, individual, or team.

Email is a great way to connect with prospects, and more businesses prefer to receive invitations and offers through email. You can calculate the number of emails sent for different scenarios, like the number of emails sent to new prospects in a set time frame versus the total number of emails, including follow-ups.

Calculation: Total up the number of emails sent during a set time

Quota attained

This sales metric indicates how a specific sales rep or sales team performed compared to their quota for a set period.

This metric enables you to assess the success and performance of your sales team or a specific rep. It helps you measure and monitor whether they are reaching their goals. The higher the number, the better the result. For instance, a 60% quota attainment for a sales rep means they reached 60% of their goal.

Calculation: (Rep or team’s closed won Revenue / rep or team’s quota) X 100 = quota attainment (expressed as a percentage)

Win rate

Win Rate is the proportion of successful deals (i.e., closed deals that lead to customers) out of the total number of opportunities.

It provides valuable insights regarding the performance and effectiveness of your sales team. You can also look at win rates at the individual level or track win rates for a product, specific audience, market, and more. Higher numbers indicate more effective sales strategies, while a low number may suggest problems with your sales process, such as sales strategies, lead qualification, or product positioning.

Win Rate can also provide information on the chances of success for each opportunity. So you can strategically direct your resources to opportunities with the highest conversion potential.

Calculation: Win Rate = (number of won opportunities / total number of opportunities) X 100

Sales pipeline metrics

Total open opportunities and total closed opportunities

Total Open Opportunities are the number of sales opportunities currently in progress that you haven’t yet won or lost. Total Closed Opportunities are the number of opportunities that have been closed as either won or lost.

These metrics help you understand the current state of your sales pipeline. They help you assess your team’s workload, identify opportunities at different stages, and analyze trends in your team’s ability to close deals.

Looking at this and evaluating it over time can help you get a feel for how your team works, growth across multiple pipelines, and more.

Calculation: 

  • Add up the number of open opportunities = total Open Opportunities

  • Add up the number of closed opportunities (either won or lost) = total closed opportunities

Total opportunity value

This metric is the combined estimated value of all sales opportunities in your pipeline, including both open and closed opportunities.

It provides an overview of the potential revenue your sales team can generate from existing opportunities in your pipeline, which can help forecast future revenue and resource allocation.

Calculation: Sum of estimated values of all opportunities = total opportunity value

Ratio of leads to marketing qualified leads (MQL)

This metric measures the effectiveness of your lead qualification process. It’s the ratio of your total number of leads generated to the number of leads that have been qualified as Marketing Qualified Leads (MQL). Or the percentage of leads that convert to MQL.

This ratio helps you evaluate the quality of the leads generated by your marketing strategies. For instance, a higher ratio suggests your marketing campaigns bring in qualified prospects, while a lower ratio may indicate you need to improve your strategies. This measure also can be used to track a marketing campaign’s success.

Calculation: (Total Number of MQLs / Total Number of Leads) * 100 = Ratio of Leads to MQL (expressed as a percentage)

Sales pipeline leakage

This metric measures lost potential revenue or opportunities as leads move through the sales pipeline.

Sales Pipeline Leakage helps you identify weaknesses or gaps in your sales process, where leads are dropping out, stuck, or delayed at each stage of your sales pipeline. It can help you implement improvements to maximize revenue capture and minimize potential losses.

Calculation: Track the number and value of opportunities that are lost, stuck, or delayed at each stage of your sales pipeline and compare it to the initial value of opportunities at the top of the funnel.

Sales funnel metrics

Lead velocity rate

This metric measures the rate at which new leads are being generated over a specific period. Typically, it’s used to compare the current period’s lead generation to the previous period.

Lead Velocity Rate helps assess the scalability and growth of your lead generation efforts and indicates sales revenue. A positive rate indicates you are consistently increasing your pool of prospects.

Calculation: ((Number qualified leads in the current month - Number of qualified leads in last month) / Number qualified leads in last month) * 100 = Lead Velocity Rate (expressed as a percentage)

Opportunity count across stages

This metric tracks the number of sales opportunities in each stage of your sales pipeline.

Opportunity Count Across Stages provides visibility into opportunities within your sales process, like identifying bottlenecks or areas where opportunities tend to stall.

Calculation: Count the number of opportunities in each stage of your sales pipeline.

Time spent on each stage

This metric measures the average amount of time that sales opportunities remain in each stage of the sales pipeline.

It can provide insights into the efficiency of your sales process and identify stages where there may be problems, like when opportunities may be slowed down or taking too long to advance.

Calculation: You can calculate the average time opportunities spent in each stage by analyzing the historical data in your CRM or sales tracking system. If using a spreadsheet, you can calculate the average amount of time sales opportunities spent in each stage across all opportunities in the set period. Then, compare the averages calculated to see where opportunities are spending more or less time. 

Sales velocity

This metric quantifies how fast a prospect moves through the sales pipeline.

Sales Velocity provides a full picture of your customer journey and can be helpful for sales forecasting. It can also provide insights into what’s working and where there may be problems, helping you identify areas for improvement and growth.

Calculation: (Number of opportunities X Deal value X Win Rate) / Sales Cycle Length = Sales Velocity

Sales strategy templates

Unlock your sales potential effortlessly with our curated collection of Sales Strategy Templates, designed to streamline your approach, boost productivity, and achieve unparalleled success.

Download for free

Inside sales metrics

Lead conversion rate

This metric assesses the percentage of leads that successfully convert into paying customers.

Lead Conversion Rate helps you assess the effectiveness of your lead nurturing and conversion strategies. It provides the percentage of leads that took the action you wanted them to take, such as buying your product or signing up for a service.

Calculation: (Number of leads converted to customers / Total number of leads generated) X 100 = Lead Conversion Rate (expressed as a percentage)

Calls/emails per day

This metric tracks the number of calls and/or emails a rep or team makes in a day.

Monitoring this metric helps you assess the sales team’s or specific rep’s activity and outreach efforts. These can be essential for lead engagement and deal closure.

Calculation: Count the number of calls and emails made in a day

Average call duration

This metric assesses the average length of sales calls your sales team or specific rep makes.

This average can help you judge the effectiveness and quality of sales conversations. For instance, longer durations may suggest more engaging and productive interactions.

Calculation: (Sum the total call duration for a set period) / total number of calls

Number of follow-ups per lead

This is the total number of follow-ups made for a particular lead. This can include all forms of follow-ups, such as calls, emails, or social media reachouts.

Most leads require more than one interaction before converting into a sale. 60% of customers say no four times before saying yes — highlighting the importance of following up with leads. But, you also don’t want to follow up so often that you annoy the prospect. So calculating this number can help ensure your sales team is following up appropriately.

Calculation: Add the number of follow-ups made for each lead to get the total number

Pipeline value

This metric provides the total estimated value of all sales opportunities in your pipeline.

The Pipeline Value is a snapshot of the potential revenue you can generate if all opportunities are successfully closed. It can help with revenue forecasting and resource allocation.

Calculation: Sum your estimated values of all opportunities in your pipeline

Customer acquisition cost (CAC)

CAC represents the cost incurred to acquire a new customer, including marketing and sales expenses.

This metric is essential for evaluating and monitoring the efficiency of your customer acquisition strategy. It can help you optimize spending and improve ROI.

Calculation: Sum up all the costs related to acquiring customers and divide it by the number of new customers acquired during that period

Outbound sales metrics

Email metrics

Email response rate

This measures the percentage of sent emails that receive a response, including a reply, follow-up action, or engagement from the recipient.

Email Response Rate helps you assess the effectiveness of your email outreach campaigns. Higher response rates suggest more engagement and a more successful campaign.

Calculation: (Number of responses received) / (Total number of emails sent) X 100 = Email response rate (expressed as a percentage)

Email open rate

This measures the percentage of sent emails that are opened by the receivers.

Email Open Rate helps monitor email engagement at the initial stage and helps evaluate the performance of your emails. A high open rate suggests your email subject lines and sender name effectively grab attention.

Calculation: (Number of opened emails) / (Total number of emails delivered) X 100 = Email Open Rate (expressed as a percentage)

Click-through rate (CTR)

CTR assesses the percentage of people who clicked on a link or call-to-action in an email or a webpage.

This metric helps assess the effectiveness of your emails or content strategies. Specifically, it’s looking at your success at getting readers to take the desired action.

Calculation: (Number of clicks) / (Number of delivered emails or impressions) X 100 = CTR (expressed as a percentage)

Conversion rate

This metric assesses the percentage of users who completed a desired action (i.e., a conversion), such as filling out a form or clicking a link in an email.

Conversion Rate can reveal the effectiveness of a marketing or sales strategy, such as an ad, an email, or a webpage. It can also help provide insights into business objectives and revenue.

Calculation: (Number of users who did the desired action / Total number of visitors or interactions) X 100 = Conversion Rate (expressed as a percentage)

Unsubscribe rate

This metric indicates the percentage of people who opt-out or unsubscribe from your emails.

Your Unsubscribe Rate can help evaluate the health of your email list and whether you have subscribers who are engaged and interested in your emails.

Calculation: (Number of users unsubscribed / Number of emails delivered) X 100 = Unsubscribe Rate

Forward rate

This metric assesses the percentage of subscribers who forward your email to others.

A high forward rate indicates that your email content is valuable.

Additionally, when subscribers share your content, it can potentially help you reach new prospects.

Calculation: (Number of forwarded emails / Number of delivered emails) X 100 = Forward Rate (expressed as a percentage)

Engagement over time

This metric measures the changes in email engagement over a specific period, such as your open rates, click-through rates, and response rates. This is essential to identify trends and optimize your email campaigns or content strategy.

Phone metrics

Call response rate

This measures the percentage of calls that result in a response.

A high call response rate suggests your phone outreach efforts are working, with reps being able to initiate conversations with prospects and get the person to take action.

Calculation: (Number of calls resulting in a response / Total number of calls made) X 100 = Call Response Rate (expressed as a percentage)

Number of calls to close

This metric measures the average number of phone calls needed to close a deal successfully.

The number of Calls to Close can give you insights into the efficiency of your sales outreach and help improve call strategies.

Calculation: Number of deals closed / Total number of calls made = Number of Calls to Close

Call conversion rate

This metric measures the percentage of phone calls that result in a successful conversion, like a sale or an appointment.

Call Conversion Rate provides insights into the effectiveness of sales calls in achieving your desired outcomes.

Calculation: (Number of successful conversions from calls / Total number of calls made) X 100 = Call Conversion Rate (expressed as a percentage)

Voicemail response rate

This metric measures the percentage of voicemails left that result in a follow-up or response.

This rate gives insights into how effective your voicemail messages are in getting people to follow up and engage with you. A low rate may suggest that you need to adjust the messages left or your voicemail strategy.

Calculation: (Number of responses from voicemails / Total number of voicemails left) X 100 = Voicemail Response Rate (expressed as a percentage)

Number of decision-maker contacts

This tracks the number of contacts made with people who have the authority to decide the purchasing process.

This information can provide insights into how many contacts it takes when talking to decision-makers who can approve buying decisions. This also can inform your sales process.

Calculation: Total your number of contacts made with the decision-makers

Field sales metrics

Number of in-person visits

This metric assesses the amount of face-to-face meetings or visits your team made with potential or existing clients.

This metric can provide insights and benchmarks on the level and effectiveness of your in-person sales efforts. You can use this to help guide decisions on in-person sales strategies.

Calculation: Total up the number of in-person visits made

Territory coverage

This performance indicator assesses the number of customers the sales team visited in their sales districts during a set time.

This metric can provide insights into the effectiveness of how well a team or rep is covering a certain geographic territory. It can also help you make decisions on whether additional reps are needed in an area or how well an area is being covered so you have balanced sales districts.

Calculation: (Number of customers visited / Total number of customers in that area) X 100 = Territory Coverage (expressed as a percentage)

Travel costs

This provides you with information on the expenses your sales team has while visiting clients or leads in person.

Tracking travel costs can help you manage and optimize expenses so your sales team stays within the budget.

Calculation: Total all travel-related expenses

Revenue per visit

This metric measures the average amount of money generated from each in-person visit with a client or prospect.

It can help you evaluate the effectiveness of in-person sales, including your return on investment.

Calculation: Total revenue from in-person visits / Number of visits = Revenue Per Visit

Conversion rate

This assesses the number of in-person visits that lead to the desired outcome, such as signing up for a service or buying a product.

This measure can help you see how well your in-person visits lead to your desired actions. For instance, a low conversion rate may suggest adjusting something in your sales process or the messaging and focus of your in-person visits.

Calculation: (Number of in-person visits that led to the desired action / Total number of in-person visits) X 100 = Conversion Rate (expressed as a percentage)

Time spent per visit

This measures the duration of in-person meetings with prospects or clients.

This information can provide insights into how long sales reps may need to reserve for in-person visits. It also can help you assess the effectiveness of visits.

Calculation: Total time spent / Number of visits = Time Spent Per Visit

Don't miss out on data-driven sales success!

Experience the power of precision with a demo of Freshsales – your key to unlocking insightful sales metrics and achieving unparalleled business growth.

Request for Demo

SaaS sales metrics

Annual recurring revenue (ARR)

ARR is often used by subscription-based SaaS companies to assess the amount of revenue they can expect from their subscribers each year regularly.

This metric is a good indicator of the health of your subscriptions or contracts. It can also be useful for assessing progress and forecasting future revenue.

Calculation: Total contract value / Number of contract years = ARR

Monthly recurring revenue (MRR)

MRR assesses the monthly income your business expects to earn from subscriptions or recurring items.

MRR is especially important for subscription-based businesses. It helps you evaluate the health of your subscriptions, track growth, and predict revenue.

Calculation: Average revenue per account X Total accounts that month = MRR

Average revenue per user (ARPU)

ARPU measures the revenue generated by each user over a specific time.

ARPU enhances businesses’ understanding of their growth potential on a per-customer level. It can give you a big-picture understanding of how well your company is doing. It can also lead to insights regarding pricing strategies, customer segmentation, and revenue generation.

Calculation: Total revenue generated in a set period / Total number of users = ARPU

Customer acquisition cost (CAC)

In SaaS, Customer Acquisition Cost indicates how much your business spent to get customers to buy your service or software (i.e., acquire a new customer).

CAC is critical in SaaS since business models often revolve around the lifetime value of your customers. CAC can help you understand how much you need to invest to gain new customers and can help guide pricing decisions.

Calculation: Total marketing and sales spend in set period / Number of new customers in set period = CAC

Common mistakes with sales metrics

Sales metrics and KPIs are important tools that provide key insights you can use to grow and maintain your business effectively. But if not used effectively, they can lead to confusion or feeling overwhelmed.

Here are some common mistakes to avoid.

  • Relying too much on one sales metric. As you’ve seen, there are various useful metrics, but depending too much on any one metric can prevent you from seeing the whole picture. 

  • Not fully investigating what a metric result means. You can often gain more insights into your business by digging into why you got the result you received. Also, it helps to look at some metrics together. For instance, if your customer satisfaction goes up, that’s great. But looking closer, you may see that your total number of clients decreased as this rate increased. Perhaps this suggests that unhappy customers left or your lead generation is more selective than in the past. These are all questions to dig into as they may help you make better-informed lead-generation decisions. 

  • Measuring too much. There are so many possible metrics to measure. But you can’t monitor everything — it can lead to confusion and overwhelm. Instead, identify a few key metrics that will help you address the current challenges and questions for your business stage. 

  • Setting unrealistic expectations. Whether it’s goals for your sales team, business, or revenue, you want to set realistic goals that fit your business type and industry. So, while a quota attainment goal of 90% would be great, it’s improbable in most industries.

  • Not analyzing your metrics consistently. The data can only help you if you analyze it and monitor it regularly. Setting aside enough time consistently to evaluate, review, and share the results is important.

Tools and technologies for tracking sales metrics

Manually inputting, calculating, and monitoring your sales metrics can be time-consuming and isn’t realistic for most companies.

Here are some digital tools and technologies to help you automate and streamline calculating and monitoring your sales metrics.

  • Customer Relationship Management (CRM) software. CRM platforms are multi-tiered support systems that help you manage customer relationships. You can track existing customers, monitor aspects of your sales process, and more.

  • Sales Analytics Software. This type of system involves tools specifically designed to assist sales professionals and managers in tracking, evaluating, and monitoring the performance of their sales activities. It can also help predict trends and identify key insights.

  • Account-based Marketing (ABM) software. This technology helps marketers and sales teams build scalable, personalized marketing campaigns. Additionally, it can be used to measure results against KPIs and metrics.

Track sales metrics using Freshsales CRM

Tracking sales metrics is an essential way to determine if your business, sales team, and sales processes are working effectively.

Identifying, prioritizing, and creating a plan to evaluate the results of key sales metrics consistently will help you better understand your business, make better-informed decisions, and accurately assess your progress. A CRM, like Freshsales, can make this process of monitoring and staying on top of all of your sales metrics easier. So you can not only stay on top of but also increase the chance of hitting all of your sales goals.

FAQ

Explore the answers to your burning questions about sales metrics in our FAQs section—sign up for a Freshsales account today to embark on a journey of data-driven success!

Try for free
How can sales metrics help manage a sales team?

Sales metrics can provide insights that managers need to know to identify how individual reps are performing and the team's overall effectiveness. They can help identify areas that may need improvement, what’s working well, and analyze the success of different sales initiatives.

What are the four metrics of customer service?

Customer service metrics assess your customers’ level of satisfaction with your business, products, and overall shopping experience. Some key metrics to help assess this include Customer Satisfaction (CSAT), Customer Retention Rate, Average Customer Lifetime Value (LTV), Churn Rate, and Net Promoter Score (NPS).

Are there any unconventional sales metrics that also drive success and may be worth tracking?

When determining what metrics to monitor, keep your overall goals and strategy questions in mind. For instance, if your sales team is struggling with calls, you may want to monitor the Call to Connect Ratio to help identify if your reps are having trouble reaching people. Understanding this metric could help your team find solutions to reach prospects more effectively by phone. To determine what unconventional sales metrics may help you, think about the problems and questions you and your sales team have to guide what additional data points may help.

Can sales metrics impact team motivation?

Sales metrics can help motivate your team and help you set clear benchmarks and goals, which can lead to increased satisfaction and productivity when reps attain the targets. Metrics also can provide your sales team with essential feedback so they know what activities to keep doing and what areas they may need to improve.

Leverage a powerful CRM to unlock the potential of your sales metrics

Propel your business to new heights with data-driven insights and streamlined efficiency.

Try Freshsales