Can Application Performance Management Boost CX?
January 23, 2018

Komal Lopez
Cigniti Technologies

Share this

Today, there are multiple market research studies that discuss and estimate a thriving growth for the application development segment. The market scenario seems relevant and business-ready for the growing popularity of applications.

Technavio Market research analysts have estimated the revenue growth story in the application development and integration market. They have predicted that the market will steadily grow and post a CAGR of almost 5 percent by 2020. Some of the key reasons cited for growth are development of faster and user-friendly processes and prevention of redundancies.

Enterprise application technologies offer businesses the advantage to get valuable information about their customers and build mutually beneficial customer experiences and relationships. It helps to collate distributed and scattered information and enables faster processing for desired outcome. Ultimately, customer experience is at the core of every technology innovation and process.

In order to keep the performance and functioning of the applications upbeat, enterprises are increasingly considering application performance management (APM). APM helps to monitor and manage performance and availability of software applications, enabling teams to keep a check on any possible issues with the application's performance problems. This helps them to keep up the application's service levels and business relevance intact.

The APM market is expected to hit $4.98 billion by 2019, which is a growth of 12.86 percent from $2.72 billion in 2014. Some key reasons being, APM helps to enhance the end user experience and sustain the quality of service with various software systems deployed at different levels in the delivery chain. This being said, APM is majorly considered by enterprises to ensure the desired customer experience (CX).

Let's look at how APM helps in ensuring absolute customer experience.

Analyzes Data on Real-Time basis

The software solutions presented by APM help boost productivity of the application's working process. It automates various functions and helps analyze the massive data that is collected by the application almost on a real-time basis. With the data insights, enterprises are able to dig deeper into customer preferences and reduce the response time to resolve any kind of customer grievances. This directly helps businesses to address any issue related to ensuring customer experience.

Build Visibility into the Application

With effective planning and implementation of APM, teams can achieve the much-needed visibility into how applications perform across the technology stack, irrespective of where they are located. Whether the application is located within a legacy system or on a Cloud, APM enables you to monitor the application's performance across all the enterprise users.

The transparency and visibility gained helps to determine the ultimate experience received by the end users. So, in case of a performance issue you would be able to understand where the issue is within the technology stack — network, servers, database, and application code or end-user device. Ultimately, it helps in addressing the technical root cause even before the end users face it and complain.

APM further helps in effectively identifying issues, determine changes in IT environment, or any kind of degradation of services. This helps enterprises get into the defense and prevention mode rather than a reactive mode, resulting in enhanced productivity and reduction in unplanned instances/issues.

Get More Service-Centric

As mentioned above, APM helps to gain better visibility into the application, which ensures that IT services meet the required parameters of business scope. It includes various aspects such as real-time reporting, service level compliance, commitment to service delivery and more. APM enables you to get context analytics, which helps measure impact of the application on the business. This helps in presenting ultimate commitment to service delivery.

It provides ways to develop customer engagement mechanisms and drive revenues by providing visibility to make data-driven, service-based investment decisions. APM tools automatically collate performance data and track system resource utilization that helps gain in-depth insights on resource consumption. Eventually, it gives enough background data to allocate costs and develop service contracts with cloud or hosting vendors.

Moreover, it also helps in planning your resources and building a strategic approach for performance management by implementing APM tools. This further helps in eliminating redundancies and boosting the enterprise's efficiencies/capabilities.

Aggressively Approach IT Management

In general, APM helps in building a relevant performance strategy for your application's design and development levels. This helps enhance your IT organization's proactive management skills. It gives the developers visibility into the code's performance through the development process and bring the desired performance levels to speed while deployment of the application.

This helps the IT operations team to get the needed notifications and alerts about any discrepancies in the production and get a view into the latest reports. These diagnostics enable teams to troubleshoot and cohesively resolve the issues without any possible conflicts.

In Conclusion

Whether you follow an Agile or a Waterfall methodology for development, it is ultimately important to address customer's issues and boost customer engagement. The market challenges are increasing and the need to please the end customer is definitely a priority. Enterprises are finding ways to deal with these challenges and bringing in tools to make the necessary impact.

APM is thus critical to ensure that the application does what it is supposed to do — empower teams and ultimately ensure the desired customer experience. Performance of the applications is very much critical to ensure profitability and sustainability in a challenging market scenario. This means, the need for APM will only rise, as applications will get more complex and will need more and more third-party integrations. Enterprises will need good and relevant tools to make this possible.

Komal Lopez ‎is Manager, Content Marketing, at Cigniti Technologies, an Independent Software Testing company
Share this

The Latest

December 07, 2018

As more organizations embrace digital business, infrastructure and operations (I&O) leaders will need to evolve their strategies and skills to provide an agile infrastructure for their business. In fact, Gartner, Inc. said that 75 percent of I&O leaders are not prepared with the skills, behaviors or cultural presence needed over the next two to three years ...

December 06, 2018

Today there is an urgent need for Agents of Transformation, a new breed of technologist, primed to drive innovation and enable companies to thrive in the face of rapid technological advancement, according to The Agents of Transformation Report from AppDynamics, a Cisco company ...

December 05, 2018

One in four Global Fortune 2000 enterprises rank Internet of Things (IoT) deployment as the most important initiative in their organization, yet 90% experience barriers to effective implementation and expansion due to lack of IoT expertise and skills in-house, according to a new independent survey from VansonBourne ...

December 04, 2018

Nearly three-quarters (74%) of IT leaders are concerned that Internet of Things (IoT) performance problems could directly impact business operations and significantly damage revenues, according to a new report, entitled Overcoming the Complexity of Web-Scale IoT Applications: The Top 5 Challenges ...

December 03, 2018

Gartner highlighted the top strategic Internet of Things (IoT) technology trends that will drive digital business innovation from 2018 through 2023 ...

November 30, 2018

While 95 percent of organizations have a disaster recovery plan in place, 23 percent never test their plan, according to a new survey from Spiceworks ...

November 29, 2018

Cloud computing has clear and definite benefits. At the same time there is an excessive amount of vendor hype that it will fix a lot of problems which it will not. It can also create new problems with a lack of visibility and many IT professionals are disappointed with their leap to a pure cloud environment ...

November 28, 2018

In the world of digital experience monitoring (DEM) — where the end user experience is paramount — cloud-based nodes, along with a variety of other node types, are used to build a view of the end user's digital experience. But major companies are now depending solely on cloud nodes for DEM. Research from Catchpoint, in addition to real-world customer data, shows this is a mistake ...

November 27, 2018

Achieving success with cloud adoption remains an elusive challenge for many organizations. But why is that the case? After all, there are countless tools designed to facilitate the process of taking on-premises operations to the cloud ...

November 26, 2018

The results from the latest State of Testing Survey by SmartBear show that 80 percent of respondents are testing some kind of API or web service ...