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 7,000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Data and Measures|
Contact Center Key Benchmarks: Consumer Products/Packaged Goods Industry
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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Data and Measures|
Contact Center Key Benchmarks: Financial Services/Banking Industry
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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Data and Measures|
Contact Center Key Benchmarks: Retail/Wholesale Industry
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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Collections|
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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Data and Measures|
Contact Center Key Benchmarks: Petroleum/Chemical Industry
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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Data and Measures|
AI in Customer Service: Consumer Products/Packaged Goods Industry Report
In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from respondents in the consumer…
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Data and Measures|
AI in Customer Service: Financial Services Industry Report
In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from respondents in the financial…
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Data and Measures|
Key Sales and Marketing Benchmarks at a Glance: Petroleum/Chemical Industry
Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this article highlights important sales and marketing benchmarks for organizations in the…
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Data and Measures|
Key Sales and Marketing Benchmarks at a Glance: Food and Beverage Manufacturers
Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this article highlights important sales and marketing benchmarks for organizations in the food…
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Shopify wanted to ensure that knowledge flowed seamlessly from the product groups that develop its software to the support staff who answer customers’ queries and help them…
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Data and Measures|
Sales and Marketing Consumer Products/Packaged Goods Industry Spotlight
Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI)…
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Data and Measures|
Sales and Marketing Financial Services/Banking Industry Spotlight
Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI)…
Measure Spotlight Results
(1 - 5 of 389 Results)Average cost per sales order for orders received through new channels
Cycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified
Market share
Percentage of qualified leads where the sale is closed
Number of FTEs that perform the process "manage sales orders" per $1 billion revenue
