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 cost to perform 'define customer management strategy' activities per activities FTE
This measure calculates total annual cost to perform 'define customer management strategy' activities per activities' full time equivalent (FTE). Total cost is the sum of…
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Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates total annual cost to perform 'define customer management strategy' activities per $1,000 business entity revenue. Total cost is the sum of personnel …
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Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per sales order placed
This measure calculates total annual cost per sales order placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel (compensation…
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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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Forecast accuracy for long-term planning
This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency…
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Forecast accuracy for short-term planning
This measure calculates forecast accuracy computed by workforce management software for short-term planning (defined as 24 hours through four weeks advanced planning). This…
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Number of FTEs that perform 'define customer management strategy' activities per $1 billion revenue
This measure calculates total number of full time equivalents (FTEs) who perform 'define customer management strategy' activities per $1 billion revenue. Defining the…
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Measure Spotlights|
Number of FTEs that perform the customer service function per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who are employed to perform the customer service function. It is part of a…
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Measure Spotlights|
Customer attrition/churn rate (1-year)
This measure calculates the rate at which customers leave a company over the previous 12-month period. For example, if 5 out of 100 customers terminate service, the attrition…
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Number of FTEs that perform the customer service function per business entity employee
This measure calculates number of full time equivalents (FTEs) that perform the function "manage customer service" per business entity employee. The Function "manage…
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Customer retention rate (1-year)
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Percentage of customer accounts that are active customers
This measure calculates the percentage of customer accounts that are active customers out of the total number of customers in a business entity's customer master file. An…
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Total revenue per active customer
This measure calculates total revenue per active customer. An active customer is defined as a customer who has purchased a business entity's products at least once in a 12…
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Number of adjustments/deductions per FTE that performs the process "manage and process adjustments/deductions"
This measure calculates the number of adjustments/deductions per full-time equivalent (FTE) employee that performs the process "manage and process adjustments/deductions,"…
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Measure Spotlights|
Cycle time in days to resolve adjustments
This measure calculates number of days it takes to resolve adjustments. An adjustment is when an amount is changed due to an error/miscommunication between two parties…