What is 'key performance indicator' in SAP CRM-CEC - Collaborative E-Care Management?

key performance indicator - Overview

• Component: CRM-CEC

• Component Name: Collaborative E-Care Management

• Description: A measure or ratio of measures which assist in the evaluation of a company's business strategy, performance, or technology based on known benchmarking criteria or comparisons with previous results. Key performance indicators express abstract company objectives in financial or physical units.

key performance indicator - Details

• 
  Key Concepts: 
  A key performance indicator (KPI) is a metric used to measure the performance of a business process or activity. In the context of SAP CRM-CEC Collaborative E-Care Management, KPIs are used to measure the effectiveness of customer service activities. These KPIs can include customer satisfaction, response time, resolution time, and other metrics. 
  
  How to use it: 
  KPIs can be used to track the performance of customer service activities over time. They can also be used to compare the performance of different customer service teams or activities. By tracking KPIs, businesses can identify areas for improvement and ensure that customer service activities are meeting their goals. 
  
  Tips & Tricks: 
  When setting KPIs, it is important to ensure that they are measurable and achievable. It is also important to set realistic goals and track progress over time. This will help ensure that customer service activities are meeting their goals and that any areas for improvement are identified quickly. 
  
  Related Information: 
  For more information on KPIs and how they can be used in SAP CRM-CEC Collaborative E-Care Management, please refer to the SAP Help Portal or contact your SAP representative.