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 total annual marketing budget allocated to digital marketing - online advertising (banners, pop-up ads, ads on external websites)
This measure calculates the percentage of total annual marketing budget allocated to digital marketing - online advertising (e.g., banners, pop-up ads, ads on external…
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Cycle time in days to perform the process "manage sales orders"
This measure calculates cycle time in days to perform the process "manage sales orders." The Process "manage sales orders" includes [Taking, receiving, processing, and…
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Percentage of customers who can name brand in unaided recall test measured 12 months ago
This measure calculates the percentage of customers which could name the brand in an unaided recall test 12 months ago. This Process Efficiency measure is intended to help…
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Percentage of customers claiming to be satisfied measured 12 months ago
This measure calculates percentage of customers claiming to be satisfied measured 12 months ago. This Process Efficiency measure is intended to help companies minimize waste…
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Organization's customer retention rate for the past 3 years' external customers measured 12 months ago
This measure calculates the organization's customer retention rate for the past 3 years' external customers measured 12 months ago. Customer retention rate is defined as the…
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Percentage of sales orders changed by the customer after the initial order placement
This measure calculates the percentage of sales orders altered by customers after orders have been placed. A sales order includes all transactions in a particular order. As…
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Key customer profitability
This measure calculates the year-to-year percentage change in a business entity's profitability from key customers (i.e. the top 20 percent of customers in terms of currency…
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Number of FTEs that perform the process "service customers" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $ 1 billion revenue who develop customer relationships via customer support (other than…
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Overhead cost to perform the process "service customers" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Total cost to perform the process "service customers" per $1 billion revenue
This measure calculates total cost per $1 billion revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Total cost to perform the process "service customers" per process FTE
This measure calculates total cost per process full-time equivalent (FTE) employee to develop customer relationships via customer support (other than standard order inquiries…
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Total cost to perform the process "service customers" per $1,000 revenue
This measure calculates total cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical support,…
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Total cost to perform the process group "deliver service to customer" as a percentage of total supply chain function cost
This measure calculates the percentage of the total cost of the supply chain function allocated to the process group "deliver service to customer," which involves validating…
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Number of inbound contacts per customer service FTE (including external FTEs)
This measure calculates the total number of inbound contacts for the customer service operation per full time equivalent (FTE) (including contractors and outsourced resources…
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Percentage change in customer service FTEs (including external) over the past 12 months
This measure calculates percentage change in full time equivalents (FTEs) (including contractors and outsourced resources) that performs the function "manage customer service…