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 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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Measure Spotlights|
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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Measure Spotlights|
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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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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Measure Spotlights|
Revenue received from WAP 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 Wireless Application Protocol (WAP) mobile device orders. It is…
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Customer attrition/churn rate (3-year)
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Average sales cycle time in calendar days from the time the lead/opportunity is identified and the sale is closed
This measure calculates the average number of calendar days elapsed from the time the lead/opportunity is identified until the sale is closed. It is a Cycle Time measure that…
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Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…
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Number of active customers per sales FTE
This measure calculates the number of active customers per sales full-time equivalent employee (FTE). A customer is considered active if they have purchased a business entity…
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Revenue received from fax and mail 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 fax and mail orders. It is part of a set of Supplemental…
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Measure Spotlights|
Revenue received from telephone 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 telephone orders. It is part of a set of Supplemental Information…
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Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Personnel cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates personnel cost to perform 'define customer management strategy' activities per $1,000 revenue. Personnel cost refers to employee personnel…
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Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Contact service level (seconds to answer 80% of contacts from all channels)
This measure calculates call service level, which is determined by the number of seconds within which 80% of total annual contacts from all channels are answered. It is a…