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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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Articles
Creating a Culture of Continuous Improvement at CIBC
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Articles
Managing the Customer Experience: End-to-End
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Articles
Engineering the Internal Customer Experience with Roy Barnes
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Articles
Process Management Paradigm Shift
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Articles
Start with Customer-Focused End-to-End Processes
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Articles
Setting the Foundation for Human Capital Transformation
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Articles
Needs and Applications for Cognitive Computing: An Interview with Elmer Corbin
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Articles
Net Promoter Score
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Articles
Customer Wallet Share
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Articles
We Built It, But They Didn't Come: How to Identify Process Improvements Customers Truly Want at Pacific Northwest National Laboratory
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Articles
Business Process Management in Financial Services a Critical Foundation for Customer-Centric Initiatives at Bank Windhoek
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Articles
Up and Downside of Increasing the Total Number of Active Customers
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Articles
What's Driving Brand Awareness?
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Articles
Drivers and Benefits of Net Promoter Scores
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Articles
Growing Role of the Customer in Defining Quality
Featured Resources
Staff Selections
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Reports & White Papers
How to Build KM into Daily Work: Make KM Intuitive, Embedded, and Easy
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Reports & White Papers
Improving Process Management Effectiveness (Best Practice Report)
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Reports & White Papers
Future Skillsets of Procurement Professionals: Survey Report
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Reports & White Papers
Preparing for the Next Level of Financial Planning and Analysis (White Paper)
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Reports & White Papers
Engagement & The Employee Experience: Survey Report
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Case Study
How Human Connections Support Digital Transformation: General Electric Case Study
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Articles
Drivers of Analytics Program Effectiveness
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Reports & White Papers
Reinventing Supplier Relationship Management (White Paper)
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Webinars & Videos
How Walmart Built a Data-Driven Diversity and Inclusion Strategy
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Articles
Leveraging Emerging Tools and Technologies in Finance: Blockchain
