Can Application Performance Management Boost CX?

Komal Lopez

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.

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Can Application Performance Management Boost CX?

Komal Lopez

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.

Related Links

Hot Topics

The Latest

Observability Is the New Control Plane for Enterprise Transformation

The enterprises that will define the next decade are not the ones that deployed the most technology. They are the ones who understood what their technology was actually doing. That distinction is not a philosophical point. It is the central operational challenge facing every organization that has spent the last five years modernizing at speed ...

When AI Becomes the Corporate OS

AI is becoming the operating system of the enterprise. It acts as an invisible coordination layer that understands intent, connects systems, and executes work across complex SaaS environments. Previously, employees had to click through multiple systems — CRM, ERP, support tools, collaboration platforms — to complete a single task. Now, instead of navigating each application manually, they can simply state what they need to accomplish ...

The $600 Billion Wake Up Call

In 2026, the cost of downtime or an outage is no longer just a technical inconvenience; it's a $600 billion wake up call for global businesses. As our digital ecosystems become  more interconnected, each touchpoint introduces new risks and multiplies the consequences when things go wrong. And the data is clear: aggregate downtime costs  for Global 2,000 companies have surged 50% since 2024, reaching a staggering $600 billion ...

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Deloitte found that 74% of enterprises expect to deploy agentic AI solutions in the next 24 months. However, the rush to deployment is outpacing foundational work, though. Only 21% of enterprises have fully formed agent governance models in place. The result? AI agents deployed without guidance or governance begin to function as fragmented islands of complexity ...

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I've spent a lot of time in the channel, and one thing I keep coming back to is this: a partner program is only as good as what it looks like in the field. Many programs look great on paper, but when a partner is in front of a customer navigating a complex hybrid environment or trying to make the case for AI-powered observability, the gap between what a vendor promises and what it actually delivers becomes very clear, very fast ...

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Enterprises today operate in a real-time environment where uninterrupted access to trusted data has become a baseline expectation for users, applications and automated systems. Traditional DataOps models, built on manual effort and human triage, cannot keep pace with this always active demand. AI agents are emerging as the operational backbone, ensuring consistent data availability, reinforcing trustworthiness and enabling a level of scale that manual processes cannot achieve ...

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For decades, trust in the digital workplace rested on familiar signals. We trusted faces on video calls, voices on the phone, and emails that appeared to come from people we knew. These cues felt human and intuitive. They anchored how decisions were made, approvals were granted, and access was authorized. AI-powered deepfakes have quietly broken that model ...

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