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|
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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Measure Spotlights|
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…
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Measure Spotlights|
Systems cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates systems cost to perform 'define customer management strategy' activities per $100,000 revenue. Systems cost refers to a variety of expenses related to…
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Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per activities FTE
This measure calculates total annual cost to perform 'define customer management strategy' activities per activities' full time equivalent (FTE). Total cost is the sum of…
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Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates total annual cost to perform 'define customer management strategy' activities per $1,000 business entity revenue. Total cost is the sum of personnel …
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Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per sales order placed
This measure calculates total annual cost per sales order placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel (compensation…
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Measure Spotlights|
Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
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Measure Spotlights|
Key customer retention rate (1-year)
This measure calculates the percentage of key customers (i.e. the top 20 percent of customers in terms of currency volume of sales) retained from the previous year. It is…
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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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Measure Spotlights|
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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Measure Spotlights|
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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Measure Spotlights|
Customer retention rate (1-year)
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Measure Spotlights|
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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Measure Spotlights|
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…