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|
Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…
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Measure Spotlights|
Number of active customers per sales FTE
This measure calculates the number of active customers per sales full-time equivalent employee (FTE). A customer is considered active if they have purchased a business entity…
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Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Measure Spotlights|
Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
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Measure Spotlights|
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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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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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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Percentage of annual net sales revenue attributable to repeat customers
This measure calculates the percentage of annual net sales revenue attributable to customers making a purchase from an organization after having already made an initial…
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Percentage of sales orders received through new (such as digital/electronic) channels
This measure calculates the percentage of sales orders that are received through new channels. New channels include digital or electronic channels, such as internet,…
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Actual Open-to-buy retail inventory as a percentage of planned retail inventory
This measure calculates actual Open-to-buy inventory as a percentage of planned inventory. This Process Efficiency measure is intended to help companies minimize waste and…
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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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E-commerce sales as a percentage of retail sales
This measure calculates e-commerce sales as a percentage of retail sales. Electronic Commerce or E-Commerce involves the buying and selling of products and services by…
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E-commerce sales conversion rate for the retail website
This measure calculates the percentage of online shoppers who complete a sales transaction on the website. It is calculated as the total number of transactions on the company…
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Retail sell through rate
This measure calculates the retail operation product sell through rate. It is calculated as the total number of units sold during the reporting period divided by the total…