The Sales and Customer Service KPI Dictionary
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The Sales and Customer Service KPI Dictionary
By assembling the first comprehensive dictionary of Key Performance Indicators (KPIs) for Sales and Customer Service, The KPI Institute provides professionals a useful resource for novices and experts alike.
It can be used in the early stages of implementing a performance management framework, in the process of selecting and documenting KPIs, but also to improve an existing performance measurement system.
Structure of The Sales and Customer Service KPI Dictionary
The work enlists the names and arithmetic rules for more than 220 KPIs, being a useful tool in the process of understanding, selecting and working with KPIs.
The KPI taxonomy presented in the dictionary covers all major components of the Sales and Customer Service departments.
Benefits
- Respond to fluctuating customer needs and concerns
- Remain competitive by improving key processes
- Monitor customer service efforts in relation to long term goals
- Orient KPIs towards main profitability drivers
This dictionary provides valuable information on over 220 KPIs not only by defining them, but also by presenting the calculation formula for each and every one of them. It is an innovative tool, essential for assessing and optimizing your performance in the 2 main functions:
Sales and Customer Service.
Publication date
7/7/2015
File format
Download size
6 MB
Pages
38
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Senior Performance Specialist, National Water Company, Saudi Arabia
"Great value taken from the content that could be easily applied to our organisation."
Head of Human Resources Business solutions, Qatar Petroleum, Qatar
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Configure The Sales and Customer Service KPI Dictionary
- Category Root Catalog Remove This Item
- Accounting 196 items
- Corporate Services 2 items
- CSR / Sustainability / Environmental Care 3 items
- Finance 14 items
- Governance, Compliance and Risk 5 items
- HSSE 1 item
- Human Resources 35 items
- Information Technology 10 items
- Knowledge & Innovation 19 items
- Marketing & Communications 16 items
- Online Presence – eCommerce 3 items
- Portfolio & Project Management 9 items
- Production & Quality Management 4 items
- Sales & Customer Service 16 items
- Supply Chain, Procurement, Distribution 22 items
- N/A 445 items
- Agriculture 192 items
- Arts & Culture 6 items
- Construction & Capital Works 1 item
- Customs 1 item
- Education & Training 2 items
- Financial Institutions 8 items
- Government - State / Federal 6 items
- Government – Local 4 items
- Healthcare 18 items
- Hospitality & Tourism 15 items
- Infrastructure Operations 5 items
- Media 2 items
- Non-profit / Non-governmental 2 items
- Postal & Courier Services 1 item
- Professional Services 9 items
- Publishing 2 items
- Real Estate / Property 25 items
- Resources 4 items
- Retail 8 items
- Sport Management 8 items
- Telecommunications / Call Center 14 items
- Transportation 5 items
- Utilities 16 items
- N/A 446 items
- Balanced Scorecard System 205 items
- Benchmarking 25 items
- Customer Service 11 items
- Data Analysis 13 items
- Data Visualization 3 items
- Employee Performance 51 items
- Innovation Performance 10 items
- Performance Improvement 104 items
- Performance Measurement 296 items
- Personal Performance 6 items
- Strategy and Business Planning 8 items
- Supplier Performance 7 items
- N/A 62 items