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|
Marketing budget per marketing FTE
This measure calculates the marketing budget per marketing full-time equivalent (FTE) employee. The budget for marketing is the amount an organization predicts it will expend…
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Measure Spotlights|
Budget for marketing as a percentage of revenue
This measure calculates the budget for marketing as a percentage of revenue for the reporting period. The budget for marketing is the amount an organization predicts it will…
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Measure Spotlights|
Customer wallet share
This measure calculates the average percentage of current customer's total spending in the benchmarked product/service categories. It is part of a set of Process Efficiency…
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Measure Spotlights|
Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Measure Spotlights|
Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
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Measure Spotlights|
Key customer retention rate (1-year)
This measure calculates the percentage of key customers (i.e. the top 20 percent of customers in terms of currency volume of sales) retained from the previous year. It is…
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Percentage of revenue attributed to customers who made first purchase of the brand
This measure calculates the percentage of revenue in the last year that is attributed to customers who made their first purchase of the brand in the same year. It is part of…
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Measure Spotlights|
Other cost to perform the process "manage returns; manage reverse logistics" per $1,000 revenue
This measure calculates the other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per $1,000 revenue to perform the…
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Measure Spotlights|
Number of FTEs that perform the process "manage returns; manage reverse logistics" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who are employed for the physical handling, information processing, and…
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Measure Spotlights|
Personnel cost to perform the process "manage returns; manage reverse logistics" per $1,000 revenue
This measure calculates the personnel cost per $1,000 revenue to perform the physical handling, information processing, and disposition of the product and packaging returned…
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Systems cost to perform the process "manage returns; manage reverse logistics" per $100,000 revenue
This measure calculates the systems cost per $100,000 revenue to perform the physical handling, information processing, and disposition of the product and packaging returned…
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Overhead cost to perform the process "manage returns; manage reverse logistics" per $1,000 revenue
This measure calculates the overhead cost per $1,000 revenue to perform the physical handling, information processing, and disposition of the product and packaging returned…
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Measure Spotlights|
Outsourced cost to perform the process "manage returns; manage reverse logistics" per $1,000 revenue
This measure calculates the outsourced cost per $1,000 revenue to perform the physical handling, information processing, and disposition of the product and packaging returned…
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Measure Spotlights|
Total cost to perform the process "manage returns; manage reverse logistics" per process FTE
This measure calculates the total cost per process full-time equivalent (FTE) employee to perform the physical handling, information processing, and disposition of the…
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Measure Spotlights|
Total cost to perform the process "manage returns; manage reverse logistics" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the physical handling, information processing, and disposition of the product and packaging returned by…