• Sales Revenue 5-10%
• Response Rate 150-300%

• Marketing Costs 5-10%
• Customer Churn Rate 15-25%
• Downward Migration 20-30%

• Sales Revenue 20-40%
• Sales force Productivity 15-20%
• Order Mgmt Productivity 50%
• Average Online Order Size 10-12%
• Customer Service 20-25%

• Days Sales Outstanding 40 days
• Cost of Sales 25%
• Sales Cycle Time 25-30%
• Order Errors 70%

• Staff Productivity 15-30%
• Scheduling Efficiency 10-15%

• SLA Penalties 60-80%
• Spares Inventory Costs 30%
• Operating Costs 20-25%

Source: Gartner, Giga, Alexander Group, McKinsey & Co., Computer Service & Support Magazine, CSM Magazine, Inter-Tel, Carulla, Specialized, Pella

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