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|
Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure the total costs associated with these three processes per active customer. These processes involve managing a customer before and after delivery, and obtaining…
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Inbound contacts for the process "manage sales orders" as a percentage of total inbound contacts
This measure calculates the percentage of customer-initiated inquiries (related to sales, information, technical support, customer service, or complaints) that come from the…
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Measure Spotlights|
Percentage of sales order line items requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales order line items that required no manual intervention to create, modify, or fulfill. A sales order line item is an individual…
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Measure Spotlights|
Percentage of customers opting out of receiving marketing messages from the organization
This measure calculates the percentage of customers opting out of receiving marketing messages from the organization. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Percentage of total annual marketing budget that is personnel related (compensation and benefits)
This measure calculates the percentage of total annual marketing budget that is personnel related (e.g., compensation and benefits). It is part of a set of Supplemental…
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Measure Spotlights|
Percentage of total annual marketing spending spent on other channels
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to other channels (i.e. other…
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Measure Spotlights|
Percentage of total annual marketing budget that is not related to personnel (compensation and benefits)
This measure calculates the percentage of total annual marketing budget that is not related to personnel (e.g., compensation and benefits). It is part of a set of…
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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed on social media
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 total annual sales revenue attributable to sales completed on mobile applications
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 total annual sales revenue attributable to sales completed through traditional face-to-face channels
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 total annual sales revenue attributable to sales completed through human-assisted channels other than face-to-face contact
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 total annual sales revenue attributable to sales completed through digital channels other than social media, website, or mobile applications
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|
Key customer growth
This measure calculates the percentage of a business entity's growth in revenue over the past year for key customers (i.e. the top 20 percent of customers in terms of…
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Measure Spotlights|
Percentage of customer accounts set up for automatic cash application
This measure helps companies calculate the percentage of customer accounts that are set up for automatic cash application, a process in which cash receipts from customers are…
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Measure Spotlights|
Percentage of customers who can name brand in unaided recall test
This measure calculates the percentage of customers who can name your brand/product based on surveys/sampling of customers who participate in an unaided recall test. It is…