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White Papers
Gomez white papers and best practices documents on application performance management topics including problem management, service level management, customer experience management, improving application performance, and ensuring quality web experiences for customers.
Recent White Papers include:
The Nine Noble Truths of Customer Experience
Strong teams can build better user experiences if everyone involved in Web application development – from executives defining objectives to operations people responsible for daily maintenance &ndash understands how the sum of their efforts affects performance at the end of the pipeline: the website visitors actually see and experience.
Managing User Experience and the Organization
Customer demand for the superior web experiences that Web 2.0 applications can provide — including increased user interactivity, relevant real-time content and rich media, content created by social networks — is driving leading web companies to design complex new end–user facing web applications. But building these applications often requires moving functionality from the well–understood server environment to inside the user’s browser itself. For the majority of companies accustomed to developing applications in the traditional way, the Web 2.0 paradigm represents an unprecedented loss of control. Many continue to develop applications behind the firewall, test with conventional tools, and launch into production with minimal regard for the actual customer experience on the desktop. The world has changed, the applications that IT develops and delivers is not the same as what end-users see on their desktops.
The Reality of Load Testing
Managing the risk and uncertainty around web application changes is what load testing is all about. In a perfect world, every application change would be tested under peak traffic volume to ensure that end–users would not be negatively affected by changes.
10 Performance Management Best Practices
Whether shopping for a sweater at a major department store, making a plane reservation through a call center, or checking an account balance with a teller at your local bank, your customer experience is very important. So, is this any different for online customers? Hardly. But believe it or not, some of the best-known companies in the world have mastered and maximized, measured and manipulated their offline environments on a quest for maximum results, but have missed the point with their online channels. As different as the online world may seem by comparison, a fundamental truth remains exactly the same: if you make products and services hard to find, hard to buy, or create a poor shopping environment, customers won’t buy. Read this Best Practices article to see where you should be focusing attention.
No More Guesswork: A Better Way To Measure, Understand and Improve the Online Customer Experience
Great companies of all kinds work hard to provide an excellent customer experience. Leading Web companies are no different, but the technology they need to monitor experience levels online has been slow to develop and frequently flawed. Fortunately, a new approach to understanding the online customer experience is now available. This white paper will help business and IT managers learn how browser tools work to document the customer experience, enabling managers to take proactive steps to increase revenue, reduce risk, and improve customer satisfaction.
Improving Web Application Performance for Your End-Users: Creating a Better Customer Experience
Gaining an understanding of Web performance requires a careful examination of performance from the entire spectrum of customer connectivity.
How Managing Web Application Performance Strategically Can Increase Online Revenue, Reduce Business Risk, and Lower Support Costs
With companies increasingly reliant on the Internet for their business success, application performance is growing in importance. This white paper analyzes the importance of application performance and how "Performance Excellence" can be achieved on the web.
IT Problem Management: Improving Processes To Resolve Performance Problems Quickly
For any company that relies on web applications to drive revenue or reduce costs, an efficient process for finding and fixing performance problems must be a high priority. But developing such a process with today’s time pressures and complex web environments isn’t easy, especially as new technologies and services—often outside of direct internal control—play a critical role in web application delivery to the end user. To address this growing challenge, companies must rely both on proven problem management practices and on efficient and reliable tools that enable a sound problem management process.
How Site Performance Shapes Consumer Behaviors, Attitudes
This white paper demonstrates why enterprises need to deliver superior Internet application performance to drive online behavior and perceptions that support top- and bottom-line business objectives.
Fast Enough Isn’t Good Enough: Web Site Performance Metrics for the New Millennium
This paper looks at why enterprises must determine their own Internet applications performance objectives based on the specific demands of their customer constituencies.
The Gomez Universal Transaction Agent: A More Consistent and Granular Measurement of Internet Performance
The Gomez Universal Testing Agent enables the capture of transactional and single page performance with granularity, scalability, and deep diagnostics across our vast measurement infrastructure. Here’s a first-hand look at the technological approach.
Winning With Web Metrics
This paper presents a foundation for building a comprehensive and relevant Web metrics program tailored to the particular business it serves.
Improving SLA Management: Best Practices for Managing SLA’s in Complex Application and Service Oriented Architectures
Learn how you can better manage your service-level agreements (SLA's) and gain control of your increasingly complex, third-party dependent site architecture.
