How can companies measure the success of their centralized CRM system implementation in terms of customer satisfaction and retention, and what key performance indicators should they track to ensure ongoing improvement in customer experience?

Companies can measure the success of their centralized CRM system implementation in terms of customer satisfaction and retention by tracking key performance indicators such as customer feedback, retention rates, customer lifetime value, and Net Promoter Score. By monitoring these metrics, companies can assess the impact of their CRM system on customer satisfaction and retention levels. To ensure ongoing improvement in customer experience, companies should also track metrics related to response times, resolution rates, customer engagement, and overall customer loyalty. Regularly analyzing these KPIs and making necessary adjustments to the CRM system can help companies enhance customer experience and drive long-term success.