Customer Chain Operations Reference Model

The Customer Chain Operations Reference (CCOR) model is a process framework in SCOR structure linking typical sales operations and customer support business processes, performance metrics and practices into a unified structure. The CCOR reference is under development. APICS members looking to improve customer experience may access the progress to date.
Level 1 Processes included in CCOR:

• Plan
• Relate
• Sell
• Contract
• Assist

Level 1 Metrics included in CCOR:

• Assist cycle time
• Assists per customer
• Average profit per customer
• Cost of assists
• Cost of selling
• Customer chain reaction cycle time
• Customer franchise
• Customer growth rate
• Gross revenue
• Customer conversion rate
• Lead-to-contract cycle time
• Net customer loyalty index
• Perfect assists
• Perfect contracts
• Quote turnaround time
• Warranty cost

How to Access

APICS members can access all benefits, including APICS value chain frameworks from My Member Benefits within My APICS.

Become an APICS Corporate Member for access to all APICS frameworks, benchmarking, performance-driven learning programs and more. Our corporate development team is available to discuss membership opportunities or a workshop for your organization.

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