This measure calculates the percentage of active customers who are repeat customers. A customer is considered active if they have purchased a business entity's product at least once in a 12-month period. This measure is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "manage customers and accounts" process.
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Percentage of active customers who are repeat customers
Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.