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 customer accounts that are active customers
This measure calculates the percentage of customer accounts that are active customers out of the total number of customers in a business entity's customer master file. An…
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Measure Spotlights|
Customer retention rate (3-year)
This measure calculates the percentage of external customers retained over a 3-year period. Customer retention rate is defined as the number of customers who were active…
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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|
Personnel cost budgeted to perform the sales function per sales function FTE
This measure calculates the total personnel cost budgeted to perform the sales function per sales function FTE (Full Time Equivalent). Personnel cost refers to employee…
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Measure Spotlights|
Closed deals with B2B customers per active B2B customer account
This measure calculates the total number of closed deals (whether won or lost) with B2B customers per active B2B customer account. Active customers are customers who have…
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Measure Spotlights|
Days spent prospecting as a percentage of total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent towards prospecting as a percentage of total business sales cycle time. Business sales cycle activities…
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Measure Spotlights|
Days spent investigating as a percentage of total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent in investigating as a percentage of total business sales cycle time. Business sales cycle activities…
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Measure Spotlights|
Days spent in proposals as a percentage of total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent in proposals as a percentage of total business sales cycle time. Business sales cycle activities consist…
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Measure Spotlights|
Days spent in negotiations as a percentage of total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent in negotiation as a percentage of total business sales cycle time. Business sales cycle activities…
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Measure Spotlights|
Days spent in closing (won/lost) as a percentage total business sales cycle time for B2B customers
This measure calculates, for B2B customers, the number of days spent in closing (whether won or lost) as a percentage of total business sales cycle time. Business sales cycle…
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Measure Spotlights|
Sales budget personnel cost as a percentage of revenue
This measure calculates the personnel cost of sales budget as a percentage of revenue. Personnel cost refers to employee personnel compensation (salaries and wages, bonuses,…
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Measure Spotlights|
Sales budget systems cost as a percentage of revenue
This measure calculates the systems cost of sales budget as a percentage of revenue. Systems cost refers to a variety of expenses related to computer hardware/software,…
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Measure Spotlights|
Sales budget outsourcing cost as a percentage of revenue
This measure calculates the outsourcing cost of sales budget as a percentage of revenue. Outsourced cost refers to the total cost of outsourcing a specific process to a third…
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Measure Spotlights|
Average time taken, in weeks, to plan an entirely new marketing campaign which does not involve using external creative and media agencies
This measure calculates the average time taken (in weeks elapsed) to plan an entirely new marketing campaign which does not involve using external creative and media agencies…
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Measure Spotlights|
Average time taken, in weeks, to plan an entirely new marketing campaign which involves using external creative and media agencies
This measure calculates the average time taken (in weeks elapsed) to plan an entirely new marketing campaign which involves using external creative and media agencies. This…