Forrester: Move Beyond Availability And Performance Monitoring With Software Analytics

InsightaaS: Forrester Research is one of the world’s leading IT analyst firms — it is generally thought to be a key source of insight into and influence over use of new technologies. The company’s blog page acts as a “roll-up” of blogs by its analysts. Today, we are highlighting a post by I&O analyst John Rakowski in which he uses examples of consumer-oriented mobile apps to underscore the business importance of ensuring reliable service delivery and exceptional app usability. Rakowski argues that firms should focus on linking customer activity to business metrics, enhancing cusotmer understanding through use of mobile/website data, and displaying business information in actionable contexts so that business management can make accurate, timely strategy decisions. 

I put this blog together to support my new research report on ‘Introducing Software Analytics, A Key Business Technology Solution’. If you want to know why it’s key then please read on…

We all know how mobile apps and websites are changing the way we interact with services and products. Yesterday evening after watching England fulfill their expectations of being dumped out of the World Cup in the first round (technically we can still get through but need a miracle), I decided to do my grocery shopping. So I got out my smartphone, opened up the browser and within 30 minutes had created an online order which will be delivered this Saturday. I now take this service for granted.  In fact, I can’t envisage a world in which I have to go to a supermarket and actually walk around with a trolley anymore and I wonder whether my 19 month old daughter will ever experience the ‘delight’ of walking around a busy supermarket.

The reality is that as customers, we expect to get the products and services that we want, in our immediate context and in our moment of need…

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