Customer Service Skills

Creating A CRM (Customer Relationship Management) Dashboard In Excel




? 1. Plan Your CRM Dashboard

Key Metrics to Track

  1. Customer Details: Names, contact info, and account status.
  2. Sales Performance: Deals closed, total revenue, and pipeline stages.
  3. Customer Interactions: Call logs, emails, or support tickets.
  4. Key Metrics:
  5. Total Customers.
  6. Revenue per Customer.
  7. Sales Conversion Rate.

Tabs to Include in Your Excel Workbook

  1. Customer Data: A database of customer details.
  2. Sales Data: Deals, pipeline stages, and revenues.
  3. Interaction Log: Call notes, meeting records, or email follow-ups.
  4. Dashboard: A summary of key metrics and charts.

?? 2. Set Up CRM Data Sheets

1. Customer Data Sheet

| Customer ID | Name | Email | Phone | Status | Region | Last Contact |
|-------------|--------------|-------------------|-------------|-----------|-----------|--------------|
| 1001 | John Doe | [email protected] | 555-1234 | Active | West | 01/10/2025 |
| 1002 | Jane Smith | [email protected] | 555-5678 | Inactive | East | 01/05/2025 |

  • Key Fields:
  • Customer ID: Unique identifier for each customer.
  • Status: (e.g., Active, Inactive, or Lead).
  • Last Contact: Use to identify when follow-ups are needed.

2. Sales Data Sheet

| Deal ID | Customer ID | Deal Stage | Deal Value ($) | Close Date |
|---------|-------------|------------|----------------|--------------|
| 5001 | 1001 | Closed | 10,000 | 01/08/2025 |
| 5002 | 1002 | Negotiation| 5,000 | N/A |

  • Key Fields:
  • Deal Stage: (e.g., Prospecting, Negotiation, Closed).
  • Deal Value: Monetary value of the deal.
  • Close Date: To track the progress of closed deals.

3. Interaction Log

| Interaction ID | Customer ID | Date | Type | Notes |
|----------------|-------------|------------|----------|--------------------|
| 2001 | 1001 | 01/06/2025 | Email | Sent proposal. |
| 2002 | 1002 | 01/07/2025 | Phone | Discussed pricing. |

  • Key Fields:
  • Type: (e.g., Email, Call, Meeting).
  • Notes: Record details of interactions.

? 3. Build the CRM Dashboard

Step 1: Add Key Metrics

| Metric | Value |
|-----------------------|--------|
| Total Customers | 2 |
| Total Deals Closed | 1 |
| Total Revenue ($) | 10,000 |
| Conversion Rate (%) | 50 |

Formulas: - Total Customers: =COUNTA(Customer ID Range)
- Total Deals Closed: =COUNTIF(Deal Stage Range, "Closed")
- Total Revenue: =SUMIF(Deal Stage Range, "Closed", Deal Value Range)
- Conversion Rate:
=(Total Deals Closed / Total Deals) * 100

Step 2: Add PivotTables for Insights

  1. Customer Breakdown by Region:

  2. Insert a PivotTable:

    • Rows: Region.
    • Values: Count of Customer IDs.

  3. Deal Pipeline Overview:

  4. Insert a PivotTable:

    • Rows: Deal Stage.
    • Values: Count of Deal IDs and Sum of Deal Value.

  5. Interaction Type Analysis:

  6. Insert a PivotTable:
    • Rows: Interaction Type.
    • Values: Count of Interaction IDs.

Step 3: Visualize with Charts

  1. Add Charts for Quick Insights:
  2. Customer Distribution by Region: Pie chart from the "Customer Breakdown by Region" PivotTable.
  3. Pipeline Stages: Bar chart showing deals at each stage (e.g., Prospecting, Closed).

  4. Interaction Trends: Line chart of interaction counts over time.

  5. Add Slicers for Filtering:

  6. Go to PivotTable > Insert Slicer.
  7. Add slicers for fields like Region, Deal Stage, or Customer Status.

? 4. Automate and Format the Dashboard

1. Dynamic Data Updates

  • Named Ranges: Use named ranges for data tables to make formulas dynamic.
  • Tables: Convert data ranges to Excel tables (Ctrl + T) to auto-update PivotTables when data changes.

2. Conditional Formatting

  • Highlight key metrics:
  • For overdue contacts, highlight rows in the Customer Data sheet:
    =TODAY() - Last Contact > 30.
  • For deals close to completion, highlight cells in the Deal Stage column.

3. Link Metrics to Charts

  • Use formulas in the dashboard to update chart data dynamically when underlying data changes.

? 5. Downloadable CRM Dashboard Templates

  1. Customer Relationship Management Template:

  2. Download Here.

  3. Sales Pipeline Tracker:

  4. Download Here.

  5. Interaction Log Tracker:

  6. Download Here.

? 6. Tips for Success

  1. Back Up Your Data:

  2. Save your workbook to OneDrive or Google Drive for secure access.

  3. Review Regularly:

  4. Update contact and sales data weekly to keep metrics accurate.

  5. Consider Upgrading:

  6. For advanced automation, connect Excel with tools like Power BI, Power Query, or Zapier.
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