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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Data and Measures|
Customer Service Key Benchmarks: Consumer Products/Packaged Goods Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Electronics Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Financial Services/Banking Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Industrial Products Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Insurance Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Cross-Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Automotive Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Petroleum/Chemical Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Pharmaceutical Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Telecommunications Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Customer Service Key Benchmarks: Utility Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Reports & White Papers|
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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Data and Measures|
Engagement and Retention: Survey Results Snapshot for the Retail and Wholesale Industry
This report explores engagement and retention trends and practices among the organizations that completed APQC's Open Standards Benchmarking® Talent Management Performance…
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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…