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Difference Between DEM and RUM: In the 21st century, all businesses are becoming more and more digital to provide better services to customers. Businesses do this to provide more satisfaction to customers, which also goes beyond simply selling the products.
The demands and preferences of customers have increased over time, which businesses need to address in the best way possible. Therefore, when it comes to the use of applications created by a company, the experience of users matters the most.
Two systems that overlook customer satisfaction are RUM (Real User Monitoring) and the overarching DEM (Digital Experience Monitoring). To know the difference between these two systems, continue reading till the end.
To understand the performance of your products like digital applications on the market, you need to get in-depth details first. This is where DEM (Digital Experience Monitoring) comes into play.
DEM is a concept that focuses on the optimization and improvement of the customer’s journey using your app. Therefore, this is a big process that aims to analyze the various ways in which users interact with the application. It also takes into account various aspects of the user’s journey.
Therefore, the main uses of DEM for a business are:
DEM is important for all firms with digital products like applications and games because it records and analyzes human interactions with it. After taking in and understanding what customers like and hate the most about the app, changes can be made. These changes will then be provided as app updates.
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The most recent trends in DEM involve the use of AI (artificial intelligence). Apps can have millions of potential customers. This is possible for social media apps (Facebook, Twitter, Instagram, WhatsApp) and even media sharing apps (like YouTube). Even developers of popular search engines like Google follow many DEM processes.
Since there are so many users, it becomes difficult for businesses to monitor the users manually. Therefore, AI is used to monitor and record all the interactions of the users. Then, the app developers can work on identifying the various strengths and weaknesses of the application.
Not only has DEM been used for monitoring user interaction with applications, but also with various internet-connected gadgets. This includes computers, laptops, mobile phones, and various IoT-enabled devices like smartwatches and smart lights.
RUM (Real User Monitoring) is a subpart of DEM. Here, the key focus of the monitoring process lies in recording the interactions of users with various technological products. Therefore, it is part of the overall DEM process since RUM focuses its attention only on customer interactions.
Most RUM processes are aimed at delivering real-time feedback to businesses from user sessions. Most RUM processes make use of applications that record and analyze user interactions with the app or gadget every session.
Therefore, RUM is a part of DEM based on collecting metrical data from the sessions of users with the application. This data is then used by analysts and app developers to identify which features are liked and criticized by users.
Whenever a user starts using your application, then the user starts what is called a session. A session is a period during which the user uses your application to perform functions based on its uses. Here, whenever the user uses your application to conduct a task, their inputs are recorded as actions.
Based on the overall session time and actions conducted by users on your application, their satisfaction level can be measured. This is based on several key factors like how long the customer uses your application, how many times an individual user uses it, and how many actions are performed on every session.
If the session time is long and used frequently, then it refers to the fact that the user likes your application. Similarly, its opposite would hold true too. However, actions here are the main deciding factors.
This is because a user can be dissatisfied even after a long session time inside the app. Actions will help developers identify which keys and options they are pressing and opening after which action.
For example, if the user simply refreshes and reloads the application every now and then, it would mean that there are several technical difficulties in the application.
Now, you know what DEM and RUM are and how businesses use them to gain customer insights. Therefore, it’s time for you to figure out the differences between these two terms and ideologies.
As mentioned earlier, DEM is concerned with optimizing the user experience of using an application. On the other hand, RUM is a part of DEM focused on gathering data about the session time of customers.
DEM is more in line with helping the developers in building the app as per what users want. This is done by recording the actions of users whenever they start a session of using the application. This recording of user data based on their session is what RUM is about.
By now, it must be clear to you what is DEM (Digital Experience Monitoring) and what is RUM (Real User Monitoring). DEM is an overarching process that involves updating applications by eliminating their weaknesses and focusing on their strengths.
RUM is concerned with recording the actions of users on the application based on their session times. On the other hand, DEM is a process concerned with improving the user experience of using the apps.
DEM is important for all firms with digital products like applications and games because it records and analyzes human interactions with it. After taking in and understanding what customers like and hate the most about the app, changes can be made. These changes will then be provided as app updates.
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The most recent trends in DEM involve the use of AI (artificial intelligence). Apps can have millions of potential customers. This is possible for social media apps (Facebook, Twitter, Instagram, WhatsApp) and even media-sharing apps (like YouTube). Even developers of popular search engines like Google follow many DEM processes.
Since there are so many users, it becomes difficult for businesses to monitor the users manually. Therefore, AI is used to monitor and record all the interactions of the users. Then, the app developers can work on identifying the various strengths and weaknesses of the application.
Not only has DEM been used for monitoring user interaction with applications, but also with various internet-connected gadgets. This includes computers, laptops, mobile phones, and various IoT-enabled devices like smartwatches and smart lights.