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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 8,600 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content. 

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Customer-focused Processes and Functions Reset Filters

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1 - 4 of 4 Results
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    Measuring Customer Service

    In 2023, APQC conducted research, sponsored by Esker Inc., that took a detailed look at the top KPIs organizations employ to measure customer service and order management…

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    Optimizing Customer Service

    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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    Contact Center Key Benchmarks

    Gain insight into the efficiency and effectiveness of your organization’s contact center processes by benchmarking common business activities (Hierarchy ID: 6.2 in APQC’s…

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Measure Spotlight Results

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Budget for marketing as a percentage of revenue

Cycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified

Marketing budget per marketing FTE

Percentage of revenue attributed to customers who made first purchase of the brand

Percentage of customers using your business entity's website for information gathering on your business entity's products/services
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