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.

What can you do to offer a better experience for your customer? This paper examines 10 performance management techniques that employ performance practices that represent the best chance for any organization-regardless of its size and market presence-to gain alignment and win more than its fair share of the online market opportunity and improve customer service. Some of these best practices include:

• Knowing your users
• Testing the entire system
• Link application performance to business performance
• Evolve the metrics over time
• And More