Overhead cost to perform 'define customer management strategy' activities per $1,000 revenue

This measure calculates overhead cost (direct and/or allocated to the site) to perform 'define customer management strategy' activities per $1,000 revenue. Overhead costs refer to those that an organization cannot identify as direct costs of performing a process; these include occupancy, facilities, utilities, and maintenance, etc. Defining the customer management strategy refers to the process of developing strategies for serving customers. It includes planning customer service levels and reviewing performance of the order management function. This Cost Effectiveness measure is intended to help companies understand this cost expenditure related to the process group "Develop customer care/customer service strategy".

Benchmark Data


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Measure Category:
Cost Effectiveness
Measure ID:
Total Sample Size:
292 All Companies
25th Median 75th
- - -
Key Performance Indicator:

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Compute this Measure

Units for this measure are dollars.

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Overhead cost to perform 'define customer management strategy' activities / (Total business entity revenue * 0.001)

Key Terms

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Total annual revenue is net proceeds generated from the sale of products or services. This should reflect the selling price less any allowances such as quantity, discounts, rebates and returns. If your business entity is a support unit and therefore does not directly generate revenue, then provide the revenue amount for the units you support. For government/non-profit organizations, please use your non-pass-through budget. For insurance companies the total annual revenue is the total amount of direct written premiums, excluding net investment income. Note: Business entity revenue needs to only include inter-company business segment revenue when the transactions between those business segments are intended to reflect an arm's length transfer price and would therefore meet the regulatory requirements for external revenue reporting.

For the purpose of this study, provide the total actual overhead costs for the year related to the specified process. These are costs that cannot be identified as a direct cost of providing a product or a service. Include the primary allocated costs such as occupancy, facilities, utilities, maintenance costs, and other major costs allocated to the consuming departments. Exclude systems costs that are allocated, since these will be captured separately as systems cost.

Cost effectiveness measures are those in which two related variables, one of which is the cost and one of which is the related outcome related to the expenditure are used to determine a particular metric value.

Measure Scope

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Cross Industry (7.3.1)

  • 6.1.1 - Define customer service requirements across the enterprise (20086)
  • 6.1.2 - Define customer service experience (20087)
  • 6.1.3 - Define and manage customer service channel strategy (20088)
  • 6.1.4 - Define customer service policies and procedures (10382)
  • 6.1.5 - Establish target service level for each customer segment (10383)
  • 6.1.6 - Define warranty offering (20089)
    • - Determine and document warranty policies (16893)
    • - Create and manage warranty rules/claim codes for products (16890)
    • - Agree on warranty responsibilities with suppliers (20090)
    • - Define warranty related offerings for customers (20091)
    • - Communicate warranty policies and offerings (12673)
  • 6.1.7 - Develop recall strategy (20092)