CRM Metrics and KPIs — What to Measure in Sales and Support?

Learn which key indicators to track in CRM and how the GCors Reporting module provides all necessary insights.

Without measurement, you cannot manage. CRM metrics and KPIs (key performance indicators) enable you to understand the performance of your sales team, marketing efficiency and customer support quality.

GCors CRM has a built-in Reporting and Dashboard module that automatically collects and visualizes all key metrics of your business.

Key CRM Metrics by Area

Sales Metrics

Lead-to-client conversion rate
Average selling price (ASP)
Sales cycle length (in days)
Active pipeline value

Marketing Metrics

Customer acquisition cost (CAC)
Email campaign open rate
Click-through rate (CTR)
Number of new leads per channel

Support Metrics

Average first response time
Average ticket resolution time
Repeat ticket rate for same issue
Customer satisfaction score (CSAT)

How Does GCors CRM Track Metrics?

Real-Time Dashboard

GCors dashboard shows key metrics immediately upon opening — revenue, active leads, open tickets and team activities.

Reports by Salesperson and Team

Track each salesperson's performance: number of contacts, activities, quotes and closed contracts. Filter by period, team or region.

Pipeline Reports

Analyze conversion by pipeline stage, identify where opportunities get stuck and optimize the sales process.

Support Reports (Ticketing)

Track ticket resolution time, team workload and most common issues. Identify knowledge base topics based on tickets.

FAQ: CRM Metrics

Which metrics are most important for a small sales team?

For a small team, focus on: lead conversion rate, pipeline value, average closing time and activity per salesperson. GCors dashboard displays them automatically.