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|
Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
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Annual percentage change in retail customer purchase frequency
This measure calculates annual percentage change in retail customer purchase frequency. Customer purchase frequency is defined as the number of times a customer has made a…
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Retail shopping cart abandonment rate
This measure calculates shopping cart abandonment for the business entity website. Shopping cart abandonment rate is calculated as follows: 100% - [Completed transactions as…
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Percentage of customers using your business entity's website for information gathering on your business entity's products/services
This measure calculates the average percentage of customers that gather information on a business entity's products/services via the website (companyname.com). It is part of…
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Percentage of customers using mobile applications for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via mobile applications. It is part of a set of…
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Percentage of customers using traditional face-to-face contact for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via traditional face-to-face contact. It is part of a set…
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Percentage of customers using indirect marketing for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via indirect marketing (e.g., billboards, print, radio/TV…
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Average return on investment on social media marketing channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for social media marketing/sales campaigns (i.e. interactions via social platforms external to a company's…
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Average return on investment on traditional face-to-face channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for traditional face-to-face marketing/sales campaigns. ROI is defined as the amount of gain made by an…
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Average return on investment on indirect marketing (billboards, print, broadcasting (radio/TV)) channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for indirect marketing/sales campaigns (e.g., billboards, print, radio/TV broadcasting). ROI is defined as the…
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Measure Spotlights|
Percentage of customers using social media for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via social media (i.e. interactions via social platforms…
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Measure Spotlights|
Average return on investment on website channel marketing/sales campaigns
This measure calculates the average return on investment for company website (companyname.com) marketing/sales campaigns. ROI is defined as the amount of gain made by an…
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Average return on investment on mobile application channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for mobile application marketing/sales campaigns. ROI is defined as the amount of gain made by an investment…
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Average return on investment on search engine marketing channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for search engine marketing/sales campaigns. ROI is defined as the amount of gain made by an investment…
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Percentage of FTEs who perform the process group "develop and manage human resources (HR) planning, policies, and strategies" who perform the process "develop human resources strategy"
This measure calculates the percentage of "develop and manage human resources (HR) planning, policies, and strategies" full-time equivalent employees (FTEs) who perform the…