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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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Data and Measures

Percentage of active customers who are repeat customers

May 07, 2019
Data and Measures

Customer retention rate for customers attempting service cancellation

February 07, 2019
Data and Measures

Percentage of employee time spent servicing customers via social media channels

January 09, 2019
Data and Measures

Percentage of employee time spent servicing customers via website channel

January 09, 2019
Data and Measures

Percentage of employee time spent servicing customers via traditional face-to-face channel

January 09, 2019
Data and Measures

Percentage of employee time spent servicing customers via contact center channel

January 09, 2019
Data and Measures

Percentage of employee time spent servicing customers via business-to-business channel

January 09, 2019
Presentation Slides

Engaging Employees and Driving Client Experience Through a Culture of Continuous Improvement

October 23, 2018
Data and Measures

Customer Journey Mapping the Road to Improvements: Poll Summary

August 13, 2018
Presentation Slides

Customer-Centric Methodologies for Process Management (Slides)

July 27, 2018
Data and Measures

Sales and Marketing Utility Industry Spotlight

March 08, 2018
Data and Measures

Sales and Marketing Telecommunication Industry Spotlight

March 08, 2018
Data and Measures

Sales and Marketing Services Industry Spotlight

March 08, 2018
Data and Measures

Sales and Marketing Retail and Wholesale Industry Spotlight

March 08, 2018
Data and Measures

Sales and Marketing Pharmaceutical Spotlight

March 08, 2018

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APQC Process Classification Framework (PCF)

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Resource Library

Percentage of active customers who are repeat customers

Customer retention rate for customers attempting service cancellation

Percentage of employee time spent servicing customers via social media channels

Percentage of employee time spent servicing customers via website channel

Percentage of employee time spent servicing customers via traditional face-to-face channel

Percentage of employee time spent servicing customers via contact center channel

Percentage of employee time spent servicing customers via business-to-business channel

Engaging Employees and Driving Client Experience Through a Culture of Continuous Improvement

Customer Journey Mapping the Road to Improvements: Poll Summary

Customer-Centric Methodologies for Process Management (Slides)

Sales and Marketing Utility Industry Spotlight

Sales and Marketing Telecommunication Industry Spotlight

Sales and Marketing Services Industry Spotlight

Sales and Marketing Retail and Wholesale Industry Spotlight

Sales and Marketing Pharmaceutical Spotlight

Featured Resources

Best Practices for Knowledge Management Excellence: 2019

Identifying and Developing the Future Skills Needed in Sourcing and Procurement

Upping Your Change Engagement Game

How Finance Leaders Improve Planning by Improving Visibility into Performance

Better Together: Forming KM Partnerships and Alliances

How Finance Teams Improve Their Focus on FP&A

Supply Chain Analytics Survey Report

Improving Process Management Effectiveness (Best Practice Report)

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