In a nutshell – Businesses must deliver great customer experiences to survive and need both quantitative and qualitative customer experience metrics to make informed decisions through internal organisational collaboration to succeed.

Digital Performance Management or DPM is the process by which organisations monitor the performance levels and productivity of digital transactions and applications. As more and more digital applications are been added to the business organisational structure, it is important that their performance is measured so that businesses understand the ways in which they excel and those which need to be improved.

Trends

Almost all the aspects of a business, from marketing to existing and potential customers, communicating with them, selling the products and services, to customer representation is done digitally through the internet.

Statistics

According to the International Data Corporation (IDC), digital transformation is slated to grow at the compound annual growth rate of 16.7% and reach $1.97 trillion by the year 2022.

Highlights

Customers are increasingly social, mobile and global and supporting their demands is becoming increasingly complex.

Traditional vs. Digital Performance Management

Traditional Performance Management

Each performance management subsystem or team had different objectives. Most notable, the different business performance management objectives and IT performance management objectives. The business performance management subsystem focused on the numbers of sales, profits, conversion rates, and customer. The IT performance management subsystem focused on running the business, its websites and digital applications, their speed, content, and other such aspects.

Digital Performance Management (DPM)

DPM has revolutionised the way that businesses carry out performance management by combining the different objectives and providing all the subsystems with the same objective of measuring the performance of every organisational activity in terms of customer satisfaction and the value added to the business.

Traditional Performance Management

Each performance management subsystem or team had different objectives. Most notable, the different business performance management objectives and IT performance management objectives. The business performance management subsystem focused on the numbers of sales, profits, conversion rates, and customer. The IT performance management subsystem focused on running the business, its websites and digital applications, their speed, content, and other such aspects.

Digital Performance Management (DPM)

DPM has revolutionised the way that businesses carry out performance management by combining the different objectives and providing all the subsystems with the same objective of measuring the performance of every organisational activity in terms of customer satisfaction and the value added to the business.

How does Digital Performance Management help?

ONE

Digital Performance Management (DPM) basically combines two different activities. From a technological point of view, it measures the performance of the applications such as their responsiveness and timing. Second, understanding and measuring the business performance such as the number of users, conversion rate, and time spent on the applications, abandoned cart recovery, and more.

TWO

DPM basically forms the intersection of traditional performance management subsystems. It allows everyone in the organisation to understand the performance reports as it uses familiar and common terms.

THREE

It also eases the process of developing new strategies as everyone works towards the same goal. Moreover, the various organisational parts or entities can collaborate to develop common strategies to optimise the customer experience.

How does Digital Performance Management help?

ONE

Digital Performance Management (DPM) basically combines two different activities. From a technological point of view, it measures the performance of the applications such as their responsiveness and timing. Second, understanding and measuring the business performance such as the number of users, conversion rate, and time spent on the applications, abandoned cart recovery, and more.

TWO

DPM basically forms the intersection of traditional performance management subsystems. It allows everyone in the organisation to understand the performance reports as it uses familiar and common terms.

THREE

It also eases the process of developing new strategies as everyone works towards the same goal. Moreover, the various organisational parts or entities can collaborate to develop common strategies to optimise the customer experience.

Digital Performance Analytics in Practice

The purpose of monitoring and testing digital services to collect data is to find and fix anything obstructing a satisfactory user experience.

  • On the technical side, the result is that incidents can identified and resolved reactively or proactively. The infrastructure and applications can be tuned to deliver the best customer experience, allowing the business as a whole to reap the rewards.
  • In a broader context of a company’s culture, digital performance analytics make data meaningful. Depending on the type of correlations and criteria you select in your data visualisation tool, KPIs can speak both to technical teams and their business counterparts.

Digital performance monitoring and testing produces quantitative and qualitative metrics that allow IT and business decision-makers to make the right investments in the right technical choices at the right time.

Our Approach

Our DPM processes and technologies help businesses to:

  • Understand the real-time problems in the digital customer experiences as well as to give insights on them by combining business and IT data.
  • Enables organisations to provide genuinely personalised customer service to everyone. By providing an improved digital experience to the customers, it helps to create a healthy and strong brand image, which in turn helps to set itself apart from its competitors and to increase the market share. It also fosters brand loyalty among the customers.
  • Helps save the time of the organisation and its workforce by using only one performance report with all the integrated data as well as facilitating the use of only one strategy throughout the various departments of the organisation.
  • Present data in simple terms. Because the data is presented can be understood by all the departments, it helps to make better decisions by the organisation as a whole. All the stakeholders can understand the data and thus can provide their opinions on all matters.
Customised e-commerce in Caspian Digital Solutions - Mobile

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