The Sales and Customer Service KPI Dictionary

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