识别可以代表客户管理功能的关键属性的适当措施。选择度量以跟踪客户活动、反馈、满意度、组织对客户需求的响应以及有关组织如何管理客户帐户、潜在客户和联系人的一般数据。建立在客户和市场情报的基础上，以确定衡量与客户管理相关的方面的指标。根据业务性质、客户群的类型和规模、战略目标以及用于构建销售和客户关系的模型来选择衡量标准。 Identifying the appropriate measures that can represent key attributes of the customer management function. Select measures to track customer activity, feedback, satisfaction, organizational responsiveness to customer needs, and general data on how the organization is managing customer accounts, leads, and contacts. Build on customer and market intelligence to identify metrics gauging aspects related to customer management. Select measures based on the nature of the business, the type and size of customer base, strategic goals, and the model used to structure sales and customer relationships.