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 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|
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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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 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|
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|
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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Percentage of legal services FTEs that perform the process group 'manage corporate compliance and ethics program”
This measure calculates percentage allocation of legal services full-time equivalent employees (FTEs) that perform the process group 'manage corporate compliance and ethics…
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Measure Spotlights|
First contact resolution rate for contacts received through "other" channels
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Response time in minutes for inbound requests coming from web chat or instant messaging including virtual agents
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from web chat or instant messaging (i.e. systems for…
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Total cost to perform the legal services function as a percentage of selling, general, and administrative cost (SG&A)
This measure calculates total cost to perform the legal services function as a percentage of selling, general, and administrative cost (SG&A). Selling, General, and…
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Response time in minutes for inbound requests coming from call backs
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from call backs. It is part of a set of Cycle Time…
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Measure Spotlights|
Total cost to perform the legal services function as a percentage of revenue
This measure calculates total cost to perform the legal services function as a percentage of revenue. Total cost is the sum of personnel (compensation/benefits), systems …