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|
Revenue received from email orders as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via email orders. It is part of a set of Supplemental Information…
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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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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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Sales force turnover rate
This measure calculates sales force turnover rate. Sales force turnover refers to the percentage of total sales employees who left during the past year, whether voluntary or…
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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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Personnel cost budgeted to perform the sales function per sales function FTE
This measure calculates the total personnel cost budgeted to perform the sales function per sales function FTE (Full Time Equivalent). Personnel cost refers to employee…
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Closed deals with B2B customers per active B2B customer account
This measure calculates the total number of closed deals (whether won or lost) with B2B customers per active B2B customer account. Active customers are customers who have…
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Days spent prospecting as a percentage of total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent towards prospecting as a percentage of total business sales cycle time. Business sales cycle activities…
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Days spent investigating as a percentage of total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent in investigating as a percentage of total business sales cycle time. Business sales cycle activities…
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Days spent in proposals as a percentage of total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent in proposals as a percentage of total business sales cycle time. Business sales cycle activities consist…
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Days spent in negotiations as a percentage of total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent in negotiation as a percentage of total business sales cycle time. Business sales cycle activities…
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Days spent in closing (won/lost) as a percentage total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent in closing (whether won or lost) as a percentage of total business sales cycle time. Business sales cycle…