Customer 360 Management KPIs


Track customer activity, interaction, and adoption with Toucan


See how customer management KPIs look in Toucan

Understanding your customer is the cornerstone to creating any successful business. With a large amount of raw data generation today, it is hard to understand what's actually valuable. It can take a lot of effort to sift through data and find metrics that truly matter. An analytics solution that can help visualize this data in an easy-to-understand manner while providing actionable insights can make this process much easier.


With the right analytics solution you can:

  • Identify the essential Key Performance Indicators (KPIs) to understand everything about your customers, and

  • Visualize, interact with, and analyze your data to gain quick, actionable insights.

What are KPIs for customer management?


A Customer Management Key Performance Indicator (KPI) is a standard measurement used to evaluate the delivery of satisfaction to a customer. KPIs can be set up across key activities that are critical to the achieving true customer satisfaction.


Check out some examples below of real Customer Management KPIs that teams are tracking with Toucan! 

Customer Management KPIs in action 

Sales Level

KPIs for Customer Management


  • Sales Volume by Location
  • Close Rate
  • Existing Client Engagement
  • Employee Satisfaction
  • Upsell Rates
  • Cross-Sell Rates
  • Sales Cycle Length
  • Length of each Pipeline stage
  • Average Value of Deals
  • Activities
  • Opportunities Created
  • Proposals Sent
  • Deals Won

Marketing Level

KPIs for Customer Management


  • Customer Lifetime Value (CLV)
  • Percentage of Leads in Each Lifecycle Stage
  • MQL-to-Customer Conversion Rate
  • Average Length of Customer Lifecycle
  • Volume of New Opportunities
  • Cost Per Lead
  • Cost Per Acquisition
  • Customer Retention Rate
  • Average Revenue Per Account
  • Net Promoter Score (NPS)

Service Level

KPIs for Customer Management


  • Average Response Time
  • Percentage of Leads Followed Up With
  • Positive vs. Negative Reply Rates
  • System Touches
  • Meeting Acceptance Rates
  • SQL-to-Customer Conversion Rate
  • Deal Win-Loss Ratio
  • Abandonment Rate
  • Average time to resolve tickets