Application Performance Monitoring (APM) for LoB Web Performance Matters to the Business If you think that web performance is a concern primarily for your technical counterparts, think again. In an era to new technologies and the Internet s ever-increasing presence in ordinary life, the pressure to optimize web performance for business and marketing professionals has never been higher. Today user satisfaction is everything. Your site s performance must meet or exceed your customers expectations or they will defect to your competition. As a Line of Business professional, digital marketing expert or ecommerce owner, you spend a lot of time planning your marketing campaigns, measuring page views, bounce and conversion rates, and looking for ways to optimize costs and drive more revenue. But when was the last time you spoke with your IT, development or operations counterparts to understand your organization s Application Performance Management (APM) strategy? Having visibility into your web users experiences is vital for the success of your business. Visitors expectations are high when it comes to website performance speed matters and every second counts. In fact, a one-second delay in web response time can reduce conversions by 7%, page views by 11% and customer satisfaction by 16%.i Moreover, the average online shopper expects your web pages to load in two seconds or less; after three seconds, up to 40% will abandon your site.ii Web application problems harm conversion rates, revenue and end-user satisfaction. A page that was 2 seconds slower resulted in a 4.3% drop in revenue/user. Poor web performance negatively impacts your business from lost revenue and brand damage to additional support costs. In addition, a slow website will lead to increased marketing costs to attract more visitors and compensate for visitors lost. Problems Why should you care Impact on your bottom line Slow Websites When your website is slow, your customers won t wait. Instead, they ll flock to your competitors sites. Besides lost revenue, there can be a direct impact on marketing cost - an increased marketing budget will be needed to drive more web visitors to make up for customers lost. 88% of online consumers are less likely to return to a site after a bad experiencei 28% of web users do NOT return to a company s website if it does not perform sufficiently well ii Repeat customers (which will leave a slow website) spend 67% more and are more profitable. iii Website Outages Application downtime When your application is temporarily unavailable, your customers will be lost to your competition, and your brand and reputation will negatively suffer. Clear relation to lost revenue, brand damage, IT costs and lost employee productivity 48% of site users establish a relationship with a direct competitor during a website outage. iv Internet users share a negative web experience with 17 people v The cost of 1 hour of application downtime estimationsvi $100,000-$500,000 for 25% of organizations $500,000 -$1M for 13% of organizations Over $1M for 4% of organizations In addition, 67% of enterprises reported hidden additional IT and lost productivity costs that they couldn t estimate. Web performance matters regardless of what vertical you are in, and whether you are a retailer or not. Think about it. The second most popular online activity is searching for product or service information;
therefore, your website is a key source of leads and prospects looking for more information 1. If your site doesn't perform to expectations, those prospects will turn to your competitors and you can lose potential revenue. To make matters worse, web campaigns designed to drive additional visitors to a website can backfire if your site fails to scale properly due to lack of planning and increased server strain. At peak traffic times, more than 75% of online customers left for a competitor s site rather than suffer delays 1. The reality is that whether an application is fast or not depends on the perception of your end users. Consequently, achieving business objectives requires a clear view into your end users experiences from the moment they click until the page has loaded. APM Guidelines for Line of Business Professionals Your site s performance is simply too important to be ignored. To assess the business impact of your site, you and your IT and DevOps counterparts should be able to answer the following questions: Application Performance Management checklist for Line of Business, ecommerce Owners and Marketing Professionals Are we measuring real end user experiences on our website today? Are we meeting customer SLAs? Is our website offering consistent response time across users and geographies? Do we have under-performing regions? Do we have a web performance plan in place to correct those problems? Yes No Not sure We chose New Relic based on the features available, its ease of installation and its quick results. Overall cost was important to us so the fact that New Relic was a SaaS offering was helpful. We really liked its simple intuitive UI and shallow learning curve, and, best of all, we got almost instant value." Kevin Bartholomew Web Production Support Manager, Nike Is our site delivering a consistent customer experience, regardless of browser type? Do we have any plans to move to the cloud? How are we going to benchmark and compare web performance pre- and post-cloud deployments? Do we know how our website response time and availability compares with our competition? Do we have a coordinated process in place to align key business or marketing initiatives with application performance monitoring and web performance optimization initiatives? Can we quantify how third-party technology and services such as ad networks or payment process are impacting our site s performance? If you answer No or Not Sure to any of the questions above, it s time to meet New Relic. New Relic: Real Time Web Monitoring and Analytics, Delivered as a Service Imagine being able to proactively avoid performance bottlenecks that slow down your websites or cause downtime, and all the fallout that ensues: poor user experiences, lost revenue, brand damage, lengthy and expensive maintenance and time lost. Imagine achieving huge cost reductions, greater efficiency, enhanced website reliability, and new heights in user satisfaction. Now imagine you could have all this at a fraction of the cost of traditional monitoring tools. That s exactly what New Relic s real time, on-demand application
performance management (APM) solution delivers. New Relic is the only SaaS-based web monitoring solution that lets you see performance from the end user experience, through servers, and down to the line of application code in one single view. It s easy to get started, you ll see results fast, and it very quickly pays for itself many times over. Plus, New Relic s SaaS model gives you and your IT and web development counterparts the flexibility and control to access your data from any browser, at any time, and eliminates the costs of infrastructure, support, and slow time-to-value inherent in traditional on-premise options. Beyond the significantly lower total cost of ownership for the solution itself, New Relic yields results that improve your bottom line. Less time spent maintaining your applications mean major cost savings. And better web response times translate to more traffic and transactions, which means more revenue. We re talking enterpriselevel functionality without enterprise-level pricing. Look at the chart below to see how the total cost of ownership for traditional APM compares to New Relic. Traditional On-Premise APM Perpetual License $3,840,000(100 hosts @ 4 CPU each) New Relic SaaS solution Subscription $178,800 (100 hosts) Full-Time $153,600 per year $0 Administrator (at $80/hr.) Professional $216,000 first year $0 Services Incremental $24,000 per year $0 Professional Services Initial Server $10,000 first year $0 Incremental $2,000 per year $0 Server Annual $768,000 per year $0 Maintenance Total First year: $4,459,600 Subsequent years: $947,600 $178,800 per year Partner with the APM pioneer for the enterprise to drive business growth. An investment of $8,400 in New Relic, can yield an additional $300k in sales in just 6 months. Optimized Web Performance Increases Business Revenue The performance boost New Relic gives your web applications produces measurable benefits that drive business growth. For example, one retail client s conversion rate jumped 18% in less than a year after deploying our solution. In just six months, the company reported sales increases of over $300,000. And these results are not unusual. Rest assured. New Relic is secure, reliable and proven. New Relic has successfully completed the SOC 2 audit of processes and controls relevant to security and availability. We use a variety of industry-standard security technologies and procedures to help protect your information from unauthorized access, use or disclosure. New Relic s servers are hosted in a world-class Type 2 SSAE 16 SOC 1 certified data center in order to provide the highest level of security for our infrastructure and our customers. This includes fully redundant power backup systems, fire suppression systems, security guards, and biometric authentication systems for complete security and protection. Visit trust.newrelic.com to learn more about New Relic and security.
Track Exactly What Your End Users Experience Across All Locations and Browsers New Relic gives you browser performance data directly from your real end users from the moment they click until the page has loaded. See exactly what your customers experiences are by monitoring transactions, JavaScript rendering speed, and network latency all from their perspective. And since you are tracking real users, you get real insight into your customer s experience by browser-type and geography, so you can quickly identify under-performing browser, countries and regions. This information is crucial when you are planning to penetrate new markets or regions, or launch geo-targeted marketed campaigns. For example, if your website is slower when accessed from a key targeted geography, work on a remediation plan with your IT counterparts prior to launching your marketing campaign and before you drive additional traffic to your Website. New Relic also enables you to identify web performance disparities across browsers. Website managers should collaborate with IT and development teams to optimize web performance for those browsers that generate the most revenue for their business. Imagine the possibilities when combining the web intelligence that you already have from tools like Google Analytics or Omniture with New Relic s actionable intelligence and real insights into your customer s experience. Measure Your Performance against Your Competitors, From Your Real End Users Perspective With New Relic s App Speed Index (ASI), you can look at your site s performance based on four key metrics (end user response time, server-side response time, error rate, and application downtime) and measure your performance from your real end users perspective against your competitors. With this information in hand, you re properly armed to set objective performance targets for your applications by using your current peer group rank as a baseline. For example, if an application is in the bottom 25th percentile with an end user response time of eight seconds, the ASI shows you exactly what response time is required to move up into the top 90th percentile. Once you have a clear performance goal, you can then architect a performance-tuning plan to incrementally move up to a top performing leader position in your peer group, and drive more revenue. Get real time insights into your customer experiences worldwide. Identify under-performing regions. Get ready for your next geo-targeted marketing campaign. Understand How Well you are Meeting Customer SLAs With New Relic s Apdex you can measure the satisfaction of your users with an application or service. Think about Apdex as a simplified Service Level Agreement (SLA) solution that gives you and application owners better insight into how satisfied your end users are, in contrast to traditional metrics like average response time, which can be skewed by a few very long responses. With Apdex you get visibility into three user satisfaction levels with your applications: Satisfied, Tolerated or Frustrated with a score of 1.0 being the best that you can get. If your Apdex starts to drop, it s time to involve your technical counterparts and put together a remediation plan to speed up your application. Remember, frustrated users will leave your site and navigate to your competitors, so you want to act soon, before it s too late to turn the situation around.
I ve got 80 million visitors a month I need to worry about. I have Ruby, PHP, Java, and.net apps and they all need to be monitored! I don t know what d do without New Relic. -David Ting VP of Engineering. IGN Proactively Identify Slow Transactions and Application Bottlenecks - Before Your End Users are Impacted With New Relic you get deep visibility into the health and availability of your applications, so you can be sure they are tuned, optimized and running at peak performance. For example, you can easily aggregate application response time, identify your slowest transactions, oversee application throughput, visualize a database operation snapshot, or access application error reports - all in one single view. You can also see how thirdparty technology and services are impacting your overall site performance. New Relic lets you know ahead of time that you have a problem via flexible alerts and notifications, errors and availability reports, and weekly performance reports, because when customers call to complain it s already too late. In addition, New Relic offers comprehensive reports and custom dashboard views for IT, development and business owners alike. For example, you can visualize application information, server information, and other custom metrics on a single custom dashboard to easily identify underutilized or overloaded servers. New Relic empowers you to effortlessly visualize and analyze the information you need, when you need it, to make your capacity planning or application fine-tuning and optimization initiatives much easier for you and your counterparts.
Troubleshoot and resolve problems much faster with ONE single view across your application stack: End Users, Servers/Databases & Application Code New Relic increases cross-departmental communication across IT, development, database administrators and Line of Business. With New Relic you can see every detail of your application from a single interface from the end user experience, through servers and databases, down to the line of code. Now you can view code deployments alongside application performance data and end user metrics in one unified view. And because all of your application information is available on the same user interface, identifying the root-case of a problem is easy. It literally takes 3-4 clicks to navigate across your entire application stack from detailed browser transaction tracing for individual instances of slow end user page requests, to an overloaded server, to a slow database down to the code level. Now you can identify and fix application performance problems faster, much faster than ever before. Being without New Relic was like being stuck in a traffic jam, with frustrating lane changes that led nowhere. Using New Relic is like speeding through the carpool lane. It s fast and easy and enables us to fine-tune our application for much better performance. Ryan Boyce CEO, ioffer.com New Relic Scales Up to the Enterprise Over 60 Billion Metrics Monitored Every Day As an enterprise organization, you probably have servers deployed in multiple QA, pre-production, and production environments across dedicated data centers, cloud, and hybrid configurations. Rest assured we've designed our enterprise APM solution to meet the changing requirements and complex needs of large enterprise organizations. As of this writing, we collect, aggregate and store 60 billion performance metrics each day on behalf of our more than 30,000 customers. Join the growing ranks of enterprise organizations that use New Relic to optimize the performance of their mission-critical applications each day. One Solution, Multiple Languages Creative development and IT teams are always looking for ways to rapidly build and deploy applications that get the job done, all while reducing development cycles. In a new era of rapid and agile development, chances are that your applications are built on a combination of Ruby, PHP, Python, Java or.net. Regardless of the language(s) used in your organization, New Relic works with you by supporting the languages, frameworks and applications you and your organization use. And with New Relic you can manage it all from the same interface. Summary
i Equation ii Boston iii Bain iv Jupiter v Burson-Marsteller vi Forrester The performance boost your web applications get with New Relic produces measurable benefits that drive business growth. 30% Performance bump for online property marketplace PropConnec 45% Increase in page request speed for Teambox 53% rise in visitor traffic for Sheet Music Plus 500% Jump in application speed for online retailer Sheet Music Plus 800,000 New daily users for game developer wooga after scalability improvements Here are just a few of the organizations using New Relic to implement application management in minutes rather than months. See Results today - Completely Free Start our free Extended Enterprise Trial today and experience first-hand the benefits of New Relic. newrelic.com/enterprise or enterprise-sales@newrelic.com Research Consulting Group & Company Research and Roper Starch Worldwide