Installing CRM system across all your CS functions provides a range of measurement capabilities that can be overwhelming. Don't let yourself get caught in information overload, or worse, detail that leads to micromanaging behavior.

With the right App Exchange plug-ins for system integration, reporting, and dashboards, you can focus on the things that measure customer satisfaction and loyalty -- the things that really matter to the business:

• Number or value of customer problems handled per CSR per day.

• Average wait time, call queue depth, and response time.

• Average number of calls or time required to resolve a customer's issue.