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 8,600 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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In recent years, supply chain organizations have faced a shifting landscape that includes demand uncertainty, increasingly complex data management needs, and evolving…
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Customer expectations have changed as a result of recent disruptions and global health concerns like the COVID-19 pandemic. Through its customer service research, APQC finds…
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Articles|
Optimizing Customer Service Podcast Summary
In this article, Graham Smith from Esker Inc. and Marisa Brown from APQC discuss how organizations can optimize their customer service practices and processes. Leveraging…
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Data and Measures|
Optimizing Customer Service: Petroleum/Chemicals Industry Survey Report
APQC conducted research, sponsored by Esker Inc., to understand how organizations can enable better customer service and alleviate critical challenges facing both customer…
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Data and Measures|
Optimizing Customer Service: Pharmaceuticals Industry Survey Report
APQC conducted research, sponsored by Esker Inc., to understand how organizations can enable better customer service and alleviate critical challenges facing both customer…
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Data and Measures|
Optimizing Customer Service: Retail Industry Survey Report
APQC conducted research, sponsored by Esker Inc., to understand how organizations can enable better customer service and alleviate critical challenges facing both customer…
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Data and Measures|
Optimizing Customer Service: Electronics Industry Survey Report
APQC conducted research, sponsored by Esker Inc., to understand how organizations can enable better customer service and alleviate critical challenges facing both customer…
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Data and Measures|
Optimizing Customer Service: Industrial Equipment/Products Industry Survey Report
APQC conducted research, sponsored by Esker Inc., to understand how organizations can enable better customer service and alleviate critical challenges facing both customer…
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Data and Measures|
Optimizing Customer Service: Building Products/Construction Industry Survey Report
APQC conducted research, sponsored by Esker Inc., to understand how organizations can enable better customer service and alleviate critical challenges facing both customer…
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Presentation Slides|
Driving Supply Chain Efficiencies with Digital Order Management Solutions
In these presentation slides, APQC's Marisa Brown, senior principal lead for supply chain management, and Esker's Grant Smith discuss the biggest supply chain challenges…
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The 2020 pandemic created massive supply chain disruptions around the world, and the hard truth is that these disruptions remain a fact of life in 2022 and the foreseeable…
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Presentation Slides|
Digital Order Strategy: Hacks For Insulating Your Business Against Disruption
In these presentation slides, APQC's Marisa Brown, senior principal lead for supply chain management, and Esker's Nick Carpenter share digital order strategies and hacks for…
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In December, with people increasingly shopping online, it is critical that customer orders arrive the way that they should. Speed is obviously important, but so is quality—As…