Objectives of knowledge management

 
20% of shopping carts did not function for 12 hours a month or more.
●
 
75% failed the standard service level availability of 99.9% uptime.
●
 
80% performed inconsistently with widely varying response times, time- outs and 
errors – leaving customers at best wondering what to do next and at worst unable 
to complete their purchases.
Similarly, SciVisum, a web- testing specialist, found that three- quarters of Internet 
marketing campaigns are impacted by website failures, with 14% of failures so severe 
that they prevented the campaign meeting its objectives. The company surveyed 
marketing professionals from 100 UK-based organisations across the retail, financial, 
travel and online gaming sectors. More than a third of failures were rated as ‘serious 
to severe’, with many customers complaining or unable to complete web transactions. 
These are often seen by marketers as technology issues which are owned by others 
in the business, but marketers need to ask the right questions. The SciVisum (2005) 
research showed that nearly two- thirds of marketing professionals did not know how 
many users making transactions their websites could support, despite an average 
transaction value of £50 to £100, so they were not able to factor this into campaign 
plans. Thirty- seven per cent could not put a monetary value on losses caused by cus-
tomers abandoning web transactions. A quarter of organisations experienced website 
overloads and crashes as a direct result of a lack of communication between the two 
departments.
SciVisum recommends that companies do the following:
1 
Define the peak visitor throughput requirements for each customer journey on the 
site. For example, the site should be able to support at the same time: approxi-
mately ten checkout journeys per second, thirty add-to-basket journeys per sec-
ond, five registration journeys per second, two check-my- order- status journeys per 
second.
2 
Service- level agreement. More detailed technical requirements need to be agreed 
for each of the transaction stages. Home- page delivery time and server uptime are 
insufficiently detailed.