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 who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…
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Customer retention rate (3-year)
This measure calculates the percentage of external customers retained over a 3-year period. Customer retention rate is defined as the number of customers who were active…
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Percentage of active customers who transact via an electronic marketplace
This measure calculates the percentage of active customers who transact via a virtual location where various market participants meet to exchange services. A customer is…
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Percentage of customer accounts set up for electronic data interchange (EDI)
This measure calculates the percentage of customer accounts set up for electronic data interchange (EDI) to submit sales orders to a business entity. EDI allows business…
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Revenue received from internet orders, WAP orders, EDI orders, and orders from a direct connection to the system as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via internet orders, Wireless Application Protocol (WAP) orders,…
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Revenue received from orders through a direct connection to the system as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via orders through a direct connection to the system. It is part of a…
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Revenue received from EDI 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 Electronic Data Interchange (EDI) orders. Electronic Data…
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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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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…