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|
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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Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing…
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Number of FTEs who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…
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Percentage of sales orders transacted via a portal
This measure calculates the percentage of sales orders that are carried out via a portal (virtual gateway from one website to another). It is part of a set of Process…
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Sales force turnover rate
This measure calculates sales force turnover rate. Sales force turnover refers to the percentage of total sales employees who left during the past year, whether voluntary or…
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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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Sales budget personnel cost as a percentage of revenue
This measure calculates the personnel cost of sales budget as a percentage of revenue. Personnel cost refers to employee personnel compensation (salaries and wages, bonuses,…
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Sales budget systems cost as a percentage of revenue
This measure calculates the systems cost of sales budget as a percentage of revenue. Systems cost refers to a variety of expenses related to computer hardware/software,…
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Sales budget outsourcing cost as a percentage of revenue
This measure calculates the outsourcing cost of sales budget as a percentage of revenue. Outsourced cost refers to the total cost of outsourcing a specific process to a third…
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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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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…