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|
Percentage of total annual marketing budget allocated to digital marketing - social media engagement
This measure calculates the percentage of total annual marketing budget allocated to digital marketing - social media engagement. It is part of a set of Supplemental…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to digital marketing - other
This measure calculates the percentage of total annual marketing budget allocated to digital marketing – other (i.e. other than digital content creation, email marketing,…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to non-digital content creation
This measure calculates the percentage of annual marketing budget allocated to non-digital content creation. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to physical events (e.g., trade shows)
This measure calculates the percentage of total annual marketing budget allocated to physical events (e.g., trade shows). It is part of a set of Supplemental Information…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - print media
This measure calculates the percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - print media. It is part of a set of…
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Measure Spotlights|
Percentage of independent members on the audit committee
This measure calculates the percentage of independent members on the audit committee. It is part of a set of Supplemental Information measures that help companies evaluate…
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Measure Spotlights|
Percentage of officers/employees on the audit committee
This measure calculates percentage of officers/employees on the audit committee. It is part of a set of Supplemental Information measures that help companies evaluate…
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Measure Spotlights|
Percentage of other non-independent members on the audit committee
This measure calculates percentage of other non-independent members (i.e. other than officers/employees) on the audit committee. It is part of a set of Supplemental…
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Measure Spotlights|
Response time in minutes for inbound requests coming from fax
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from fax. It is part of a set of Cycle Time measures…
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Measure Spotlights|
First contact resolution rate for social media
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
First contact resolution rate for web chat or instant messaging including virtual agents
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
Response time in minutes for inbound requests coming from e-mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. It is part of a set of Cycle Time measures…
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Measure Spotlights|
First contact resolution rate for email contacts
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
Percentage of inbound dedicated mobile app contacts outsourced to a third-party provider
This measure calculates the percentage of inbound dedicated mobile application contacts (i.e. queries initiated by the customer via apps related to sales, information,…
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Measure Spotlights|
Percentage of inbound SMS contacts outsourced to a third-party provider
This measure calculates the percentage of short message service (SMS) contacts (i.e. queries initiated by the customer via SMS related to sales, information, technical…