Application Performance Management in the Customer Experience Era Application Performance Management in the Customer Experience Era

Many of today’s businesses are laser-focused on digital transformation. This reflects two truths: one, that customer and employee experiences are fundamental to the success of any organization, and two, that software performance plays a significant role in this experience. This reality, where software performance can make or break a company, imposes new requirements on IT leaders and staff: to employ a roster of tools and processes to successfully navigate the journey to digital transformation, and ultimately remain relevant in their industries.

In this journey into the digital era, companies such as Google and Facebook have created a high standard for the end-user experience, conditioning customers to expect websites and applications to respond in less than a second. An application that is slow is essentially an application that is broken. Further, the cloud has heightened awareness about the direct relationship that exists between performance, resource consumption, and cost. IT organizations that simply “throw hardware” at performance problems are not only obsolete in their thinking, but will also be ineffective in achieving the performance required and hit an unsustainable expense rate. That said, how can IT leaders ensure that they are meeting—and exceeding—these great expectations?

Holistic application performance management tools can empower IT professionals to reach consumers’ expectations by equipping them with the visibility they need to effectively optimize the performance of their IT environment, maximize resource effectiveness, and accelerate troubleshooting. A truly holistic view of an IT environment gives the team performance certainty, which is the confidence that an operations team understands what drives performance, how each component of the system contributes to performance, and what impact planned changes will have.

Performance management’s essential ability is to identify the root cause of a performance issue and how to solve it—this fosters not only an elevated customer experience but it also supports the businesses’ overall goals through reputation management, and time and cost savings. Take an e-commerce store, for example. An online retailer will thrive if its applications and network experience uptime and efficiency, but a slow or unresponsive website or app response time will likely result in loss of business, decreased cash flow, and overall negative brand reputation.



This article originally appeared in  To read the full article, click here.