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Client Relationship Manager metrics and KPIs

What are Client Relationship Manager metrics?

Identifying the optimal Client Relationship Manager metrics can be challenging, especially when everyday tasks consume your time. To help you, we've assembled a list of examples to ignite your creativity.

Feel free to copy these examples into your favorite application, or leverage Tability to maintain accountability.

Find Client Relationship Manager metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Client Relationship Manager metrics and KPIs

Metrics for Improve response rate and satisfaction

  • 1. Client Response Rate

    Measures the percentage of client inquiries responded to within a specified time frame

    What good looks like for this metric: 90% response rate within 24 hours

    Ideas to improve this metric
    • Implement an auto-response system
    • Monitor and prioritise queries
    • Train staff for effective communication
    • Utilise customer relationship management software
    • Set clear response time targets

  • 2. Customer Satisfaction Score (CSAT)

    Rates clients' satisfaction with a particular interaction or experience

    What good looks like for this metric: 80% satisfaction score

    Ideas to improve this metric
    • Conduct regular satisfaction surveys
    • Personalise client interactions
    • Resolve issues promptly
    • Provide regular training for customer service staff
    • Listen to and act on customer feedback

  • 3. Net Promoter Score (NPS)

    Measures customer loyalty by asking clients if they would recommend the company

    What good looks like for this metric: Score of 50 or above

    Ideas to improve this metric
    • Enhance customer experience
    • Reward loyal customers
    • Follow up on negative feedback
    • Engage customers through personalised communication
    • Improve product or service offerings

  • 4. Client Retention Rate

    Percentage of clients retained over a specific period

    What good looks like for this metric: 80% retention rate

    Ideas to improve this metric
    • Develop a client onboarding process
    • Regularly update clients with new developments
    • Create loyalty programmes
    • Maintain consistent and personalised communication
    • Analyze reasons for churn and address them

  • 5. Average Resolution Time

    Average time taken to resolve client issues or inquiries

    What good looks like for this metric: 24 hours or less

    Ideas to improve this metric
    • Integrate efficient customer support tools
    • Prioritise and categorise client issues
    • Streamline internal processes
    • Set up a dedicated support team
    • Regularly review and optimise procedures
client-satisfactioncustomer-loyaltycustomer-service-representativeclient-relationship-managercustomer-support-teamsales-and-marketing-team
Implement these metrics

Tracking your Client Relationship Manager metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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