Digital performance management
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This document discusses the importance of digital performance management (DPM) in today's customer-centric business environment. It notes that customer experience will be a critical factor for business success in 2016. DPM allows companies to monitor key user experience, business, and IT metrics to improve site speed and performance, which can significantly impact sales conversions and revenue. Regular performance testing and predictive analytics help companies understand the business impacts of performance issues and identify optimization opportunities. Adopting a data-driven, user-focused approach to DPM through monitoring, measurement, optimization and analysis can improve customer experience and drive business outcomes.
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Digital performance management
- 1. A New Era of Digital Performance Management
- 4. “In 2016 CX will be among the top ten critical factors determining who will win and who fail in the age of the customer” “In 2016, 89% of companies will primarily compete on the basis of customer experience”
- 5. User Experience Metrics: •Pages per visit •Visit paths •Click through rate … etc. Business Metrics: •Conversion rate •Carte abandonment rate •Average order value … etc. IT Metrics: •Site availability •Page load time •3rd party SLA … etc.
- 6. Speed is a feeling not a metric
- 7. Why are we impatient?
- 8. How Much is a Second Worth? 1% increase in sales 0.2% in searches 2% Conversions $680 Million $45 Million Ad Rev $244 Million
- 9. What does a 1 second delay mean?
- 11. “Nearly 50% of Users have stopped using a site because of poor download times and poor customer experience” “On average, a highly influential Internet user relates a positive experience to 11 people, but a negative experience to 17 people, a 55% difference” “When a site experiences an outage, 9% of online customers permanently abandon the site, and 48% of site users establish a relationship with a competitor”
- 14. What’s your performance sweet spot?
- 15. Risky business
- 16. Third Party Services make up a massive portion of web pages today 75 = Average number of third party calls per page Third party content can make up 50% a pages requests
- 17. Technology Stack becoming more complex
- 18. What is DPM?
- 19. DPM, APM and Web Analytics
- 20. Nordstrom “We could see how customer experience was affecting customer behavior”
- 22. What’s the real performance outcome
- 23. Predictive analytics help to show you “What if” Scenarios
- 26. Create a Data Centric User First Approach! Baseline your site with our CPI Tool Digital Performance improves Customer Experience and drives business outcomes Performance is based on End User Expectations Monitor, Measure, Optimise, Analyse
- 28. Questions?