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 sales revenue attributable to sales completed on mobile applications
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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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed through traditional face-to-face channels
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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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed through human-assisted channels other than face-to-face contact
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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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed through digital channels other than social media, website, or mobile applications
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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Measure Spotlights|
Percentage of total annual marketing spending spent on other channels
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to other channels (i.e. other…
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Measure Spotlights|
Key customer growth
This measure calculates the percentage of a business entity's growth in revenue over the past year for key customers (i.e. the top 20 percent of customers in terms of…
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Measure Spotlights|
Percentage of customer accounts set up for automatic cash application
This measure helps companies calculate the percentage of customer accounts that are set up for automatic cash application, a process in which cash receipts from customers are…
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Measure Spotlights|
Percentage of customers who can name brand in unaided recall test
This measure calculates the percentage of customers who can name your brand/product based on surveys/sampling of customers who participate in an unaided recall test. It is…
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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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Measure Spotlights|
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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Measure Spotlights|
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|
First contact resolution rate for dedicated mobile applications ("apps")
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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Measure Spotlights|
First contact resolution rate for postal mail
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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Measure Spotlights|
First contact resolution rate for web self-service contacts
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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Measure Spotlights|
Cycle time in days to perform the process "manage sales orders"
This measure calculates cycle time in days to perform the process "manage sales orders." The Process "manage sales orders" includes [Taking, receiving, processing, and…