Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Measure Spotlights|
Total annual cost incurred to execute direct marketing campaigns as a percentage of revenue generated by direct marketing campaigns
This measure calculates total annual cost incurred to execute direct marketing campaigns as a percentage of revenue generated by direct marketing campaigns. This Cost…
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Measure Spotlights|
Percentage of employee time spent servicing customers via social media channels
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via social media channels, which are comprised of…
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Measure Spotlights|
Percentage of employee time spent servicing customers via website channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the website channel (companyname.com). It is part…
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Measure Spotlights|
Percentage of employee time spent servicing customers via traditional face-to-face channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the face-to-face channel. It is part of a set of…
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Measure Spotlights|
Percentage of employee time spent servicing customers via contact center channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the contact center channel. It is part of a set of…
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Measure Spotlights|
Percentage of employee time spent servicing customers via business-to-business channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the business-to-business channel. It is part of a…
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Percentage of total annual marketing budget allocated to allocated overhead
This measure calculates the percentage of total annual marketing budget allocated to "allocated overhead." The marketing budget includes, among other things, IT costs…
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Measure Spotlights|
Percentage of "redeploy and retire employees" inquiries received that are non-routine
This measure calculates the percentage of inquiries received for the process "redeploy and retire employees"—which consists of promotion/demotion/transfer processing,…
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Measure Spotlights|
Number of monthly non-routine "redeploy and retire employees" inquiries per business entity employee
This measure calculates the number of monthly non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) received per business…
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Measure Spotlights|
Revenue lost from retail loyalty card discounts as a percentage of revenue
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Measure Spotlights|
Response time in minutes for inbound requests coming from SMS
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from short message service (SMS) via mobile phone. It is…
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Measure Spotlights|
Percentage of "redeploy and retire employees" inquiries received via face-to-face
This measure calculates the percentage of inquiries received via face-to-face interaction for the process "redeploy and retire employees," which consists of promotion…
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Percentage of "redeploy and retire employees" process inquiries received via channels other than e-mail, phone, and face-to-face
This measure calculates the percentage of inquiries received via channels other than e-mail, phone, and face-to-face for the process "redeploy and retire employees," which…
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Measure Spotlights|
Percentage of "redeploy and retire employees" process inquiries received via e-mail
This measure calculates the percentage of inquiries received via e-mail for the process "redeploy and retire employees," which consists of promotion/demotion/transfer…
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Measure Spotlights|
Percentage of "redeploy and retire employees" process inquiries received via phone
This measure calculates the percentage of inquiries received via phone for the process "redeploy and retire employees," which consists of promotion/demotion/transfer…