Percentage of customer accounts that are active customers

This measure calculates the percentage of customer accounts that are active customers out of the total number of customers in a business entity's customer master file. An active customer is defined as a customer who has purchased a business entity's products 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 "perform revenue accounting" process.

Benchmark Data

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Measure Category:
Supplemental Information
Measure ID:
105484
Total Sample Size:
1,393 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
No
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Compute this Measure

Units for this measure are percent.

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(Number of active customers in customer master file / Number of customers in the customer master file) * 100.0

Key Terms

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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.

Measure Scope

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Cross Industry (7.4)

  • 9.2.1 - Process customer credit (10742)
    • 9.2.1.1 - Establish credit policies (10789)
    • 9.2.1.2 - Analyze/Approve new account applications (10790)
    • 9.2.1.3 - Analyze credit scoring history (14187)
    • 9.2.1.4 - Forecast credit scoring requirement (14188)
    • 9.2.1.5 - Review existing accounts (10791)
    • 9.2.1.6 - Produce credit/collection reports (10792)
    • 9.2.1.7 - Reinstate or suspend accounts based on credit policies (10793)
  • 9.2.2 - Invoice customer (10743)
    • 9.2.2.1 - Maintain customer/product master files (10794)
    • 9.2.2.2 - Generate customer billing data (10795)
    • 9.2.2.3 - Transmit billing data to customers (10796)
    • 9.2.2.4 - Post receivable entries (10797)
    • 9.2.2.5 - Resolve customer billing inquiries (10798)
  • 9.2.3 - Process accounts receivable (AR) (10744)
    • 9.2.3.1 - Establish AR policies (10799)
    • 9.2.3.2 - Receive/Deposit customer payments (10800)
    • 9.2.3.3 - Apply cash remittances (10801)
    • 9.2.3.4 - Prepare AR reports (10802)
    • 9.2.3.5 - Post AR activity to the general ledger (10803)
  • 9.2.4 - Manage and process collections (10745)
    • 9.2.4.1 - Establish policies for delinquent accounts (10804)
    • 9.2.4.2 - Analyze delinquent account balances (10805)
    • 9.2.4.3 - Correspond/Negotiate with delinquent accounts (10806)
    • 9.2.4.4 - Discuss account resolution with internal parties (10807)
    • 9.2.4.5 - Process adjustments/write off balances (10808)
    • 9.2.4.6 - Perform recovery workout (14007)
    • 9.2.4.7 - Manage default accounts (14008)
  • 9.2.5 - Manage and process adjustments/deductions (10746)
    • 9.2.5.1 - Establish policies/procedures for adjustments (10809)
    • 9.2.5.2 - Analyze adjustments (10810)
    • 9.2.5.3 - Correspond/Negotiate with customer (10811)
    • 9.2.5.4 - Discuss resolution with internal parties (10812)
    • 9.2.5.5 - Prepare chargeback invoices (10813)
    • 9.2.5.6 - Process related entries (10814)