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

This measure calculates personnel cost to perform 'define customer management strategy' activities per $1,000 revenue. Personnel cost refers to employee personnel compensation (salaries and wages, bonuses, overtime and benefits) and fringe benefits (e.g. contributions made towards agovernment retirement fund for employees, workers compensation, insurance plans, savings plans, pension funds/retirement plans, stock purchase plans), and special allowances such as relocation expenses and car allowances. 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:
102873
Total Sample Size:
289 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
Yes

Sample image showing interactive filters for more detailed measure peer group data and an interactive graph.

Compute this Measure

Units for this measure are dollars.

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Personnel 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.

Personnel cost is the cost associated with personnel compensation and fringe benefits of employees (i.e., those classified as FTEs which includes both full-time and salaried/hourly employees) contributing to each respective process. Personnel cost should include all of the following costs.

Employee Compensation: Includes salaries and wages, bonuses, overtime and benefits.

Fringe: Includes contributions made towards the employees' government retirement fund, workers compensation, insurance plans, savings plans, pension funds/retirement plans, and stock purchase plans. This should also include special allowances, such as relocation expenses and car allowances.

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.

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed 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)
    • 6.1.6.1 - Determine and document warranty policies (16893)
    • 6.1.6.2 - Create and manage warranty rules/claim codes for products (16890)
    • 6.1.6.3 - Agree on warranty responsibilities with suppliers (20090)
    • 6.1.6.4 - Define warranty related offerings for customers (20091)
    • 6.1.6.5 - Communicate warranty policies and offerings (12673)
  • 6.1.7 - Develop recall strategy (20092)