Customer Service Practices Reports
APQC conducts research on marketing business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey-based research gathers quantitative data as well as information on practices or performance drivers.
This collection provides cross-industry and industry-specific content summarizing key practices and drivers in customer service best practices, including order management, retention, integration, AI deployment, and FTE and budget information.
An overview of the metric benchmarks can be found in the Customer Service Key Benchmarks.