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|
Number of active customers per sales FTE
This measure calculates the number of active customers per sales full-time equivalent employee (FTE). A customer is considered active if they have purchased a business entity…
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Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Percentage of total annual sales revenue attributable to sales completed on your business entity's website
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Percentage of annual net sales revenue attributable to repeat customers
This measure calculates the percentage of annual net sales revenue attributable to customers making a purchase from an organization after having already made an initial…
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Percentage of sales orders received through new (such as digital/electronic) channels
This measure calculates the percentage of sales orders that are received through new channels. New channels include digital or electronic channels, such as internet,…
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E-commerce sales as a percentage of retail sales
This measure calculates e-commerce sales as a percentage of retail sales. Electronic Commerce or E-Commerce involves the buying and selling of products and services by…
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E-commerce sales conversion rate for the retail website
This measure calculates the percentage of online shoppers who complete a sales transaction on the website. It is calculated as the total number of transactions on the company…
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Retail sell through rate
This measure calculates the retail operation product sell through rate. It is calculated as the total number of units sold during the reporting period divided by the total…
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Annual percentage change in average retail basket size
This measure calculates annual percentage change in average retail basket size. Average basket size refers to the value of items getting sold in a single purchase. It is the…
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Retail on-shelf/in-stock availability rate
This measure calculates the on-shelf availability/in-stock rate for products available for sale to the shopper. Product availability is defined as a product for sale to a…
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Average cost per sales order for orders received through traditional channels
This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…
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First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…
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Percentage of order inquiry contacts received through new (such as digital/electric) channels
This measure calculates the percentage of order inquiry contacts received through new (e.g., digital/electric) channels. It is part of a set of Process Efficiency measures…
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Percentage of sales orders requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…
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Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…