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|
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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Sales force turnover rate
This measure calculates sales force turnover rate. Sales force turnover refers to the percentage of total sales employees who left during the past year, whether voluntary or…
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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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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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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|
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…
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Measure Spotlights|
Average net promoter score (NPS) earned through B2B customers
This measure calculates the average net promoter score for specifically B2B customers. Net Promoter Score (NPS) is calculated based on customer surveys' answers to this…
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Average net promoter score (NPS) earned through B2C customers
This measure calculates the average net promoter score for specifically B2C customers. Net Promoter Score (NPS) is calculated based on customer surveys' answers to this…
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Marketing reach for B2B customers
This measure calculates marketing reach (potential number of B2B customers you were able to reach through your marketing channels and campaigns) for the 12 month period. B2B …
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Percentage of marketing-driven sales that include a successful cross-sell or upsell
This measure calculates percentage of your marketing driven sales that include a successful cross-sell or upsell. Cross-selling is a sales technique where the seller will…
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B2B business customer one-year attrition rate
This measure calculates the B2B customer one-year retention rate over the last one year. Customer retention rate is here defined as the number of external customers who were…
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B2C consumer one-year attrition rate
This measure calculates the B2C customer one-year retention rate over the last one year. Customer retention rate is here defined as the number of external customers who were…
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Measure Spotlights|
Percentage of media spend (including planning and buying) allocated to digital media channels
This measure calculates the percentage of your media spend (including planning and buying) is allocated to digital media channels (owned, paid, earned). This Supplemental…