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 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 total annual marketing spending spent on business entity's website
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to a business entity's website …
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Measure Spotlights|
Percentage of total annual marketing spending spent on social media
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to social media (i.e…
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Measure Spotlights|
Percentage of total annual marketing spending spent on mobile applications
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to mobile applications. It is…
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Measure Spotlights|
Percentage of total annual marketing spending spent on traditional face-to-face contacts
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to traditional face-to-face…
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Measure Spotlights|
Percentage of total annual marketing spending spent on search engine marketing
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to search engine marketing. It is…
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Measure Spotlights|
Percentage of total annual marketing spending spent on indirect marketing
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to indirect marketing (e.g.,…
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Measure Spotlights|
Business liaison/analyst FTEs as a percentage of total KM FTEs
This measure calculates business liaison/analyst FTEs (Full time equivalents responsible for supporting KM needs and opportunities in specific locations or business groups)…
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Knowledge management leader FTEs as a percentage of total KM FTEs
This measure calculates knowledge management leader FTEs (Full Time Equivalents responsible for directing the KM effort and aligning it with business strategy/leadership) as…
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Measure Spotlights|
Knowledge management specialist FTEs as a percentage of total KM FTEs
This measure calculates knowledge management specialist (responsible for supporting the design, implementation, maintenance, measurement, and enhancement of KM processes and…
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Measure Spotlights|
Content management specialist FTEs as a percentage of total KM FTEs
This measure calculates Content management specialist FTEs (Full Time Equivalents responsible for content curation and related services) as a percentage of total KM FTEs …
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Measure Spotlights|
Knowledge management communications manager/specialist FTEs as a percentage of total KM FTEs
This measure calculates knowledge management communications manager/specialist FTEs (Full time equivalents responsible for developing, managing, and publicizing messages to…
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IT analyst/technologist FTEs as a percentage of total KM FTEs
This measure calculates IT analyst/technologist FTEs (Full time equivalents responsible for supporting KM technology infrastructure, fulfilling KM technology needs, and/or…
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Measure Spotlights|
FTEs embedded in business groups or co-located with business end users as a percentage of KM FTEs
This measure calculates percentage of KM FTEs (Full Time Equivalents that directly support the knowledge management program, initiative, or service) that directly support…