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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|
Average contact handling time in seconds
This measure calculates the average duration in seconds of one transaction, which is typically measured from the initiation of the contact to resolution, including any hold…
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Measure Spotlights|
Number of languages supported at the business entity
This measure determines the number of languages supported by a business entity. It is a Supplemental Information measure that helps companies evaluate additional variables…
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Percentage of sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)
This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…
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Measure Spotlights|
Other cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per active customer to take, receive,…
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Percentage of training programs developed internally
This measure calculates the percentage of training programs developed internally. As part of a set of Supplemental Information measures, it helps companies evaluate…
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Measure Spotlights|
Number of FTEs that perform learning administration activities per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that schedule courses, coordinate course attendance, print and/or…
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Percentage of customers using your business entity's website for information gathering on your business entity's products/services
This measure calculates the average percentage of customers that gather information on a business entity's products/services via the website (companyname.com). It is part of…
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Percentage of customers using mobile applications for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via mobile applications. It is part of a set of…
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Percentage of customers using traditional face-to-face contact for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via traditional face-to-face contact. It is part of a set…
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Measure Spotlights|
Percentage of customers using indirect marketing for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via indirect marketing (e.g., billboards, print, radio/TV…
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Percentage of active customers who are repeat customers
This measure calculates the percentage of active customers who are repeat customers. A customer is considered active if they have purchased a business entity's product at…
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Percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - television/radio media
This measure calculates the percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - television/radio media. It is part of a…
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Percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - other media (e.g., billboards)
This measure calculates the percentage of total annual marketing budget allocated to traditional media advertising and sponsorships - other media (e.g., billboards). It is…
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Percentage of total annual marketing budget allocated to non-digital direct marketing - direct postal mail
This measure calculates the percentage of total annual marketing budget allocated to non-digital direct marketing - direct postal mail. It is part of a set of Supplemental…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to non-digital direct marketing - telemarketing
This measure calculates the percentage of total annual marketing budget allocated to non-digital direct marketing – telemarketing. It is part of a set of Supplemental…