Sample Model for Onboarding Success Metrics

Once you've made the choice to switch CRMs, you need a plan to measure the impact of this change. You want to measure both the human response (did this increase rep productivity?) and the system (did this improve lead qualification and subsequent processes?)

Success Metric 1 should speak to how the reps are using the system and if they are seeing value in it. That could look like:

• % of total deals closed that were worked (viewable in a dashboard)
• Usage of key productivity features (sequences, playbooks, meetings)
• Reduction in # of steps to qualify a lead (count steps during current process)
• Rep Net Promoter Score / System Usability Score

Success Metric 2 should reflect if the system is helping the reps focus on the best leads quicker. Can you measure:

• Higher number of appointments set
• Shorter MQL aging
• Higher SQL to closed conversion rate
• Abandoned leads re-qualified