A User Engagement Score is a key CRM metric that quantifies a user’s interaction levels, activity frequency, and feature adoption within the system. Businesses use this metric to assess customer engagement, employee adoption, and overall CRM effectiveness. A high customer engagement index indicates strong system utilization, while a low score may signal the need for better onboarding, training, or system improvements. AI-driven engagement tracking tools analyze login frequency, task completion rates, and time spent on key features to provide data-driven insights that optimize CRM usability and retention strategies.