5 Real World Use Cases for New Relic Insights

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With New Relic Insights, you automatically start collecting
billions of valuable page view and transaction-related events
straight out of the box. Developers are the gatekeepers to a company's data, and with Insights, developers are empowered to interact with valuable data like never before. These 5 user cases will illustrate how.

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5 Real World Use Cases for New Relic Insights

  1. 1. Use Case © Copyright 2014, New Relic, Inc. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.01 5 Real-World Use Cases for New Relic Insights As the gatekeeper to a company’s application data, developers are both in a position of power and in a position of being stretched incredibly thin. The developer holds the answers to all of the business team’s most burning questions, whether it’s about the effectiveness of the Marketing team’s latest lead-gen campaign, or understanding how the Customer Success team can resolve support tickets faster and more effectively. Questions are flying constantly. And while you, the dedicated developer, of course want to help out your co-workers, you also have your real job, which is to build, maintain, and optimize the company’s core software products. You don’t have time to set up nightly jobs that run ad hoc analytics queries for hours against the production database, only to find out in the morning that you got the query wrong. What you really need is a tool that lets you (and them) run analytics queries on the fly; something that lets you ask your software questions and get answers in real time. New Relic Insights, available in beta, and free for a limited time, is a cloud-based, real-time analytics platform that empowers developers and business users to interact with data like never before. The following five use cases will show you exactly how. Marketing The likely scenario Your Marketing team ran five different promotions to drive adoption of your software product over the last two days. The marketing manager now wants to know how well each promotion did and what the appropriate next steps should be. The person the marketing manager will ask for help You, the developer, of course! The questions your marketing manager will ask you Which of the five promotions were most effective in driving adoption of the product? A Real-Time Analytics Platform Like No Other With New Relic Insights, you automatically start collecting billions of valuable page view and transaction-related events straight out of the box. That’s all thanks to a unique real-time analytics platform that: Collects data via intelligent agents directly from your software Stores volumes of data (trillions of events) without requiring you to lift a finger Presents your data in easy-to-understand charts and graphs You can easily add more types of data – data specific to your software and business – to get deeper, more actionable insights about your software, customers, and business. It’s as easy as adding one line of code to your software for each new type of data you want to collect. We call this data a custom attribute and below is an example of how you would add a custom attribute to your Java application. • • • •
  2. 2. 5 Real-World Use Cases for New Relic Insights © Copyright 2014, New Relic, Inc. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.02 Did a particular promotion cause a specific feature to be used more? Who is using this new feature more – existing or new customers? Do customers who use this new feature belong to a certain industry or company size? The data that holds the answers Promotion codes Feature names Customer ID Customer created date Customer company size Customer industry By adding the above custom attributes into your application code, you can now instantly pull up a dashboard that gives the Marketing team the answers they’re looking for. The marketing manager can learn, for example, that a specific promotion caused new customers in the financial industry to pick up a particular feature more than your existing customers, and can then put together a plan to better encourage adoption of the feature among existing customers. Sales The likely scenario One of the company’s sales superheroes has a prospect participating in a free trial, and she wants to do everything she can to win their business. The person the salesperson will ask for help That wicked smart developer guy on the 12th floor The questions the salesperson will ask you Who is actively using the product during the trial – users or decision makers? Are they using the product’s most valuable features? Are they having any problems with the product (e.g. poor response time, errors)? How many times and for how long are they using the product per day? The data that holds the answers Customer name Customer email Feature name Session duration Performance data (comes out of the box) With these custom attributes, you can empower the sales team with a dashboard that allows them to be proactive throughout the buying cycle. The sales superhero can constantly keep an eye on the prospect’s free trial status and ensure they’re getting the best experience possible to close the deal. If the trial’s not going so great, she can save it by proactively contacting the prospect to help them with any problems or concerns. Customer Success The likely scenario As your customer success manager likes to remind everyone, “Happy customers are the best customers.” He wants you to help him track customer engagement and happiness with the click of a mouse. That way, the next time a customer support call comes in, he’ll already know what it’s about. The person the customer success manager will ask for help Gee, I wonder who...? The questions the customer success manager will ask you Who are our top customers by revenue? How often and for how long are they using the product? Within our top customers, are there specific users who are having a poor experience? If so, who are they and how do I contact them? The data that holds the answers Revenue Feature name Session duration Customer name Customer email Performance data (comes out of the box) • • • • • • • • • • • • • • • • • • • • • • • • • • • •
  3. 3. 5 Real-World Use Cases for New Relic Insights © Copyright 2014, New Relic, Inc. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.03 The key to providing excellent customer support is to stay one step ahead and anticipate what a customer may want or need. This is especially important when engaging with your most valuable customers. Using custom attributes like revenue and feature name, you can create a dashboard of key performance indicators that the Customer Success team can use to better serve your top customers, and be proactive in keeping them happy. Product Management The likely scenario Last week, your product management team launched a new feature and they want to know who’s using it and who’s not. The product manager wants to understand why certain customers aren’t using the feature, and how they can partner with the Customer Success or Sales teams to get them on board. The person the product manager will ask for help Ding-ding-ding! His pal in engineering. The questions the product manager will ask you Who is adopting the new feature? Have they only used it once or have they been using it regularly? Do adoption rates differ by gender, age group, or geography? How is the feature performing? The data that holds the answers Feature name Customer/user ID Gender Age Geography (comes out of the box) Performance data (comes out of the box) With New Relic Insights, you can easily offer the product manager a wealth of information about the new feature’s usage and adoption. If, for example, the dashboard you created shows that only 20% of females in San Francisco adopted the feature, the product manager may consider changing the branding or UI to better appeal to that demographic. If adoption is low across the board, he then might decide if it’s worth spending more time to refine the feature. Executive Team The likely scenario Your CEO has come to you with what initially seemed like a harmless question. But lo and behold, what began as a simple request for information has turned into a flurry of follow-up questions to get data sets she needs for the big board meeting. The person the CEO will ask for help The MVP of the company (the developer, duh) The questions the CEO will ask you Can I just get this one number? Actually, can I get a breakdown of this metric on a month-by- month basis? How does that breakdown compare to last year’s numbers? And by the way, can you give me an ETA for when that new feature is shipping? The data that holds the answers Revenue User demographics Feature names Product names Promotion codes Partner IDs Session duration And everything else you can think of To get ahead of the CEO’s curveball questions, you have to collect as much of the relevant data as you can, and assume their series of questions will iterate and evolve over time. You never know when or what the executive team will ask, so the more you track now, the better prepared you’ll be in the future. Be Prepared with New Relic Insights The five use cases above are just the beginning. Create your own unique use cases for New Relic Insights, available in beta, and free for a limited time. Start making better business decisions today. Visit www.newrelic.com/insights. Or check out the New Relic Insights community forum to engage with other beta users. • • • • • • • • • • • • • • • • • • • • • •

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