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Solution Sheet

Customer Experience Management for Your Digital Business

Improve performance and your digital customer experience

Table of contents

Running a digital business today is a team sport. To deliver a first-class digital experience—one that meets the needs and expectations of today’s consumers, partners, and business customers—you need more than just brilliant software developers. You need a cross-functional team with a unified customer experience management strategy, a joint understanding of the customer journey, and a full-stack view of your software’s performance.

New Relic’s suite of products can give everyone at the company a single, shared view of the customer across multiple interactions, channels, and products. Through synthetic tests, real user monitoring, and native mobile app monitoring, it enables you to monitor how customers interact with your software, showing which features are being used and whether the performance differs by geography, by browser, or by device. The result? Valuable insights delivered with speed, agility, and precision.

KEY BENEFITS

When your company has a real-time view into what happens as customers use your software, everyone benefits. Your digital customer experience team can:

  • Improve customer satisfaction and loyalty, help retain more customers, and generate incremental revenue from high-value customers by seeing application performance trends at a glance.
  • Make better software decisions focusing efforts on the areas that promise the biggest return.
  • Foster collaboration across the organization as everyone has access to the data they need to contribute to the success of the software—and the business.
  • Drive positive business outcomes (more conversions, more customers, more brand awareness, better competitive advantage) by better understanding and improving customer experience.

A UNIFIED PLATFORM FOR CUSTOMER EXPERIENCE

Extend visibility into frontend and usage metrics

New Relic Browser provides code-level visibility for web applications—including single-page apps—at every point in the delivery chain, with deep integration that helps frontend and backend developers collaborate more effectively. It gives you visibility into the impact of frontend performance on the customer experience. And because New Relic is framework agnostic, you’ll have visibility into your software no matter how framework technologies evolve.

Be proactive with synthetic monitoring

Do your apps have to meet specific service levels? New Relic Synthetics helps ensure your website is up and your critical services and customer-facing transactions are available and working properly across different geographies and platforms. You can proactively simulate user behavior to validate availability, functionality, and performance for continuous, last-mile monitoring of your application.

Deliver great mobile apps, win more users

Designed to provide code-level visibility into mobile app behavior, New Relic Mobile supplies the performance data you need to make sure customers are having a great experience, including performance data about networks and third-party services, crash diagnostics such as stack traces and frequency trends, insight into HTTP errors, and much more. You can even track and analyze deployment trends to make sure your app improves with each release.

All your data in one place

All the products in New Relic’s Software Analytics Cloud share a powerful and easy-to-use analytics platform: New Relic Insights. It provides a single pane of glass to view and analyze data you send to New Relic from across the entire application stack, including custom attributes specific to your business, such as customer ID, revenue, or product SKU. Insights enables almost anyone to create queries that answer key questions about application performance and customer experience—all in real time.

"New Relic has been instrumental in executing our vision for the business. Because we can now quantify the impact our technology is having on our user experience, it has allowed us to be very prescriptive in our efforts to scale."

—John Macilwaine, Chief Technology Officer, Lending Club

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