IT decision makers realize optimal application performance will help them keep end-users and customers satisfied and their businesses in the black, according to an IDG Research Services study.
Industry watchers have long touted the benefits of optimal application performance, and a recent research note suggests IT managers also realize that without monitoring applications and the infrastructure supporting them, they cannot achieve their ultimate goal: end-user/customer satisfaction.
It’s common sense that applications that deliver perfectly on their promise will mean happier end-users, but a recent study conducted by IDG Research Services shows that not only will peak application performance keep end-users satisfied but it will also directly impact a company’s bottom line. The survey, conducted via the Internet among the CIO LinkedIn Forum, polled more than 150 online respondents about application performance. The results show that the majority of IT and business stakeholders recognize the direct impact poorly performing applications will have to the business.
For instance, nearly half of the respondents said that loss of employee productivity was a negative result of application downtime or poor performance. Nearly 40% said poor performance could be blamed for inadequate or incomplete information for decision-making. More than 30% pointed to escalating costs of resolving issues and problems because of downtime or poor application performance. And one-fourth indicated damage to the brand or company reputation due to end-user problems with online applications. Fifteen percent said they experienced drops in revenue and 10% encountered high levels of customer churn in the past 18 months due to poor application performance.
As for the benefits, nearly 70% said when talking to non-IT internal business stakeholders, they would tout end-user/customer satisfaction as the main benefit application performance management (APM) process and technology delivers to the business. Another 55% pointed to cost control/savings as a key benefit, while 47% said APM would help increase productivity. Half said that APM would provide IT with a better ability to support plans for business growth. For 42%, APM could enable IT to have an increased confidence in its ability to deliver new services, and 40% felt the same in terms of security and compliance. Competitive advantage and revenue protection and growth benefits each resonated for 35% of respondents, respectively.
What do you think? Does your business’ success hinge on application performance? How do you ensure the services you provide to customers and end users perform as promised? Please leave a comment here or e-mail me directly with your thoughts at Denise.Dubie@ca.com.
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