The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Tier 1 CRM Support Ticket Resolution Rate
The percentage of basic CRM user issues (like password resets, login problems, or simple data entry queries) you resolve yourself without needing to escalate.
Target · 90% within 4 hours Out of 20 login issues and 10 'how do I find X?' questions in a week, you resolved 27 directly and escalated 3 complex ones. That's a 90% resolution rate.
Data Import Accuracy
The error rate on lead lists or account updates you import into the CRM. This means checking for duplicates, correct formatting, and missing mandatory fields.
Target · <2% error rate per import You imported a list of 500 new leads. An audit found 8 duplicates that weren't caught by the system and 2 leads with incorrect country codes. That's a 2% error rate (10/500).
Standard Report Generation Timeliness
How quickly you can pull and deliver standard reports (e.g., 'all open opportunities for X region') when requested by sales managers.
Target · 95% delivered within 2 hours of request A sales manager asks for a pipeline report at 10 am. You pull it, check it quickly, and send it by 11:30 am. You do this consistently for most requests.
Data Hygiene Score Contribution
Your contribution to improving specific data quality metrics, like reducing duplicate records or filling in missing key fields (e.g., industry, employee count) on existing accounts.
Target · Reduce duplicates by 5% monthly; improve key field completion by 10% monthly You identify 50 duplicate company records this month and merge them. You also run a report for accounts missing 'Industry' and update 150 of them using enrichment tools.
Adherence to Documentation & Process
How well you follow the established playbooks for CRM tasks, data entry, and user support. This isn't about inventing new ways, it's about mastering the existing ones.
- You consistently follow the step-by-step guides for lead imports. Your data cleaning efforts align with our defined data standards. You escalate issues to your manager when the playbook doesn't cover them, rather than guessing.
Proactive Issue Identification
Your ability to spot minor data inconsistencies or potential user training needs before they become bigger problems. It's about noticing something's a bit off.
- You flag that a certain sales rep often forgets to update a specific field. You notice a recurring pattern in user questions that suggests a training gap. You point out a small discrepancy in a report that might indicate a data entry issue.
Sales Team Feedback (Helpfulness)
How the sales team perceives your support – are you easy to work with? Do you explain things clearly? Do you genuinely help them get unstuck?
- Sales reps mention in team meetings that you're quick to respond and always helpful. Your manager receives positive informal feedback about your support. You're seen as approachable and patient when explaining basic CRM functions.
Learning & Application of CRM Fundamentals
Your eagerness to learn about the CRM system and apply new knowledge. Are you asking good questions and remembering the answers?
- You're actively taking notes during training sessions. You ask clarifying questions that show you're thinking about the 'why' behind a process. You successfully complete assigned online CRM modules. You can explain basic CRM concepts (e.g., what an 'opportunity' is) to a new joiner.
