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 marketing-driven sales that include a successful cross-sell or upsell
This measure calculates percentage of your marketing driven sales that include a successful cross-sell or upsell. Cross-selling is a sales technique where the seller will…
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Measure Spotlights|
B2B business customer one-year attrition rate
This measure calculates the B2B customer one-year retention rate over the last one year. Customer retention rate is here defined as the number of external customers who were…
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Measure Spotlights|
B2C consumer one-year attrition rate
This measure calculates the B2C customer one-year retention rate over the last one year. Customer retention rate is here defined as the number of external customers who were…
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Measure Spotlights|
Percentage of media spend (including planning and buying) allocated to digital media channels
This measure calculates the percentage of your media spend (including planning and buying) is allocated to digital media channels (owned, paid, earned). This Supplemental…
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Measure Spotlights|
Average B2B conversion rate through digital marketing channels
This measure calculates the average B2B conversion rate achieved through digital marketing channels like search engine marketing, social media marketing, email marketing,…
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Measure Spotlights|
Average B2C conversion rate through digital marketing channels
This measure calculates the average B2C conversion rate achieved through digital marketing channels like search engine marketing, social media marketing, email marketing,…
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Measure Spotlights|
B2B conversion rate achieved through traditional marketing channels
This measure calculates the average B2B conversion rate achieved through traditional marketing channels like newspaper and other print ads, billboards, mail advertisements,…
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Measure Spotlights|
B2C conversion rate achieved through traditional marketing channels
This measure calculates the average B2C conversion rate achieved through traditional marketing channels like newspaper and other print ads, billboards, mail advertisements,…
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Measure Spotlights|
Percentage of B2B customers provided permissions to receive marketing communications
This measure calculates the percentage of your target B2B customers provided permissions (opt-in) to receive marketing communications within a twelve month period. B2B …
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Measure Spotlights|
Percentage of B2C customers provided permissions to receive marketing communications
This measure calculates the percentage of your target B2C customers provided permissions (opt-in) to receive marketing communications within a twelve month period. B2C …
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Measure Spotlights|
Business entity revenue generated from B2B sales per active B2B customer
This measure calculates business entity revenue generated from B2B sales per active B2B customer. Active customers are customers who have purchased a business entity's…
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Measure Spotlights|
Business entity revenue generated from B2C sales per active B2C customer
This measure calculates business entity revenue generated from B2C sales per active B2C customer. Active customers are customers who have purchased a business entity's…
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Measure Spotlights|
Customer acquisition rate for B2B customers
This measure calculates the customer acquisition rate for B2B customers in the twelve month period. Customer acquisition is the percentage of total customers who made their…
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Measure Spotlights|
Customer acquisition rate for B2C customers
This measure calculates the customer acquisition rate for B2C customers in the twelve month period. Customer acquisition is the percentage of total customers who made their…
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Measure Spotlights|
Organic revenue growth (or decline) rate
This measure calculates organic revenue growth (or decline) rate for the twelve month period. Organic revenue includes all revenue forecasted from sales of products and…