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 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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Percentage of sales orders transacted via a portal
This measure calculates the percentage of sales orders that are carried out via a portal (virtual gateway from one website to another). It is part of a set of Process…
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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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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 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 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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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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Total company employee FTEs served per HR shared services center tier 1 FTE
This measure calculates the total number of company employee FTEs served per HR shared services center tier 1 FTE at entire HR shared services organization. A three-tiered…
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Total company employee FTEs served per HR shared services center tier 2 FTE
This measure calculates the total number of company employee FTEs served per HR shared services center tier 2 FTE at entire HR shared services organization. A three-tiered…
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Total company employee FTEs served per HRIS FTE
This measure calculates the total number of company employee FTEs served per Human Resource Information Systems (HRIS) FTE in overall HR shared services organization. Human…
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Total company employee FTEs served per talent acquisition CoE FTE
This measure calculates the total number of company employee FTEs served per talent acquisition Center of Excellence (CoE) FTE within HR shared services operation. A Center…
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Measure Spotlights|
Total company employee FTEs served per talent management CoE FTE
This measure calculates the total company employee FTEs served per talent management Center of Excellence (CoE) FTE within HR shared services operation. A Center of…
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Measure Spotlights|
Total company employee FTEs served per compensation CoE FTE
This measure calculates the total company employee FTEs served per FTE dedicated to compensation Center of Excellence (CoE) within HR shared services operation. A Center of…