CRM-Agent-Bench: Beyond Response-Only Evaluation for Tool-Using Enterprise Agents

Deploying language agents in real applications demands more than the right answer: an agent must execute a multi-step business process correctly, follow domain-specific rules, and interact with a user across a dialogue, where the gap between saying and doing is the gap between a satisfied customer and a real loss. We argue that a deployable-agent benchmark should jointly assess four facets: the outcome an agent reaches, the trajectory it takes, its operational viability, and its policy compliance. Customer relationship management (CRM), where mutable records meet operational rules and consequential effects, exercises all four. We introduce CRM-Agent-Bench, an execution-grounded benchmark of 555 stateful, multi-turn tasks across nine business domains and 36 capability tags. Each task supplies a task-specific executable contract drawn from checks over actions, arguments, order, response, target state, and protected state; success is the strict conjunction of the checks declared for that task. Full-suite strict success therefore measures satisfaction of heterogeneous task-declared contracts rather than universal verification of every state dimension. Grading the complete deployed agent this way asks whether it satisfies the declared process and state requirements, where applicable, and at what scored coverage, latency, and cost. Across sixteen systems evaluated on the audited final release, strict success spans 64.32% to 83.60%; the closely grouped leading systems nonetheless diverge sharply in cost and per-domain reliability. CRM-Agent-Bench offers an auditable framework for measuring contract-grounded business-transaction integrity and adherence to task-declared benchmark policies, with a portable structure designed for extension as models improve.