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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|
Average return on investment on social media marketing channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for social media marketing/sales campaigns (i.e. interactions via social platforms external to a company's…
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Measure Spotlights|
Average return on investment on traditional face-to-face channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for traditional face-to-face marketing/sales campaigns. ROI is defined as the amount of gain made by an…
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Measure Spotlights|
Average return on investment on indirect marketing (billboards, print, broadcasting (radio/TV)) channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for indirect marketing/sales campaigns (e.g., billboards, print, radio/TV broadcasting). ROI is defined as the…
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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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Percentage of customers using social media 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 social media (i.e. interactions via social platforms…
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Measure Spotlights|
Average return on investment on website channel marketing/sales campaigns
This measure calculates the average return on investment for company website (companyname.com) marketing/sales campaigns. ROI is defined as the amount of gain made by an…
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Measure Spotlights|
Average return on investment on mobile application channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for mobile application marketing/sales campaigns. ROI is defined as the amount of gain made by an investment…
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Measure Spotlights|
Average return on investment on search engine marketing channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for search engine marketing/sales campaigns. ROI is defined as the amount of gain made by an investment…
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Total cost to perform the process "manage and process collections" per active customer
This measure calculates the total cost per active customer to perform the process "manage and process collections," which consists of posting entries to respective accounts,…
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Measure Spotlights|
Percentage of active customers that are delinquent at any time during the year
This measure calculates the percentage of active customers that become delinquent at any time during the year. A customer is considered active if they have purchased a…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "establish policies/procedures for delinquent accounts"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Percentage of FTEs that perform the process "manage and process collections" that perform the activity "process adjustments/write off uncollectible balances"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Percentage of FTEs that perform the process "manage and process collections" that perform management activities
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "analyze delinquent account balances"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "correspond/negotiate with delinquent accounts"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…