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Are you doing enough for your e-customer?

Madura McCormack | Nov. 2, 2012
Proliferation of e-commerce sees increased profit, but at the expense of user experience

APM is important, says Koh, because IT needs to understand that viewing performance from an infrastructure view is no longer adequate. Numbers such as user availability or CPU memory don't translate into what your users are facing on the frontline.

"Regardless of what is happening in the backend, what is your users' response time?

Your bandwidth could be 80 percent used, but your users still experience less than two second response times. Is that a bad thing? No it isn't. But without these user ability numbers, IT would be thinking 'Oh 80 percent bandwidth! That's unacceptable, it's time to upgrade.'" Koh says that this mindset is difficult to change because that's the way it has been done for years; from an infrastructure standpoint.

Every second counts

Page abandonment occurs as page response time increases but how badly is this really affecting income?

According to a study by the Aberdeen Research Group, average webpage availability is 97.8 percent. That's a mere 2.1 percent down time or about eight days in a year. If your company generates e-sales of $100,000 a day, that equates to $800,000 a year.

That's in no way a loss any organisation is willing to make, but what if your website slows down by one second? The same research revealed a seven percent reduction in sales conversions through that one second delay, meaning a $100,000 worth of sales per day e-commerce site would be swallowing lost revenues of up to $2.5 million a year.

The causes of Web dysfunction are many and complex but the IT issues that slow down your site can impact your brand, customer satisfaction and revenue. It's time to start managing your app performance through the users' eyes or take a hard hit in the wallet.


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