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|
Budget for marketing as a percentage of revenue
This measure calculates the budget for marketing as a percentage of revenue for the reporting period. The budget for marketing is the amount an organization predicts it will…
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Marketing budget per marketing FTE
This measure calculates the marketing budget per marketing full-time equivalent (FTE) employee. The budget for marketing is the amount an organization predicts it will expend…
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Key customer retention rate (1-year)
This measure calculates the percentage of key customers (i.e. the top 20 percent of customers in terms of currency volume of sales) retained from the previous year. It is…
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Customer wallet share
This measure calculates the average percentage of current customer's total spending in the benchmarked product/service categories. It is part of a set of Process Efficiency…
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Percentage of revenue attributed to customers who made first purchase of the brand
This measure calculates the percentage of revenue in the last year that is attributed to customers who made their first purchase of the brand in the same year. It is part of…
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Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
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Annual percentage change in retail customer purchase frequency
This measure calculates annual percentage change in retail customer purchase frequency. Customer purchase frequency is defined as the number of times a customer has made a…
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Number of unique visits to the retail website per $1 billion revenue
This measure calculates number of unique visits to the retail website per $1 billion revenue. This Process Efficiency measure is intended to help companies minimize waste and…
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Average time in minutes a user spends on the retail website
This measure calculates average time in minutes a user spends on the retail website. This Cycle Time measure is intended to help companies analyze this duration related to…
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Retail website bounce rate
This measure calculates average percentage of visitors to the business entity website who navigate away from the site after viewing only one page. This Process Efficiency…
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Retail shopping cart abandonment rate
This measure calculates shopping cart abandonment for the business entity website. Shopping cart abandonment rate is calculated as follows: 100% - [Completed transactions as…
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Click through rate for the retail website
This measure calculates the percentage of online users who click a specific link after viewing it on the website. It is calculated as the total number of clicks of a specific…
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Customer sales promotions as a percentage of sales revenue
This measure calculates average spend on customer sales promotions as percentage of retail sales. This Supplemental Information measure is intended to help companies evaluate…
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Return on investment for retail marketing/sales campaigns
This measure calculates return on investment for retail marketing/sales campaigns. This Process Efficiency measure is intended to help companies minimize waste and refine…
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Markdowns as a percentage of retail sales
This measure calculates markdowns as a percentage of retail sales. Markdown is the difference between the original retail price and the actual selling price. This…