Recent Posts by Richard Lefebvre

The August 2013 release of Oracle RightNow Cloud Service (Oracle Service Cloud) delivers a broad range of improvements to Web Customer Service, Cross Channel Contact Center, Knowledge Management, and Policy Automation. Further details on the August 2013 product release are provided below. Resources August 2013 Quarterly Release information can be found by clicking the links below. They include: -       August 2013 Release Recording on Oracle University -       August 2013...

CX @ Oracle OpenWorld 2013 will deliver a combination of strategy and technology sessions, mini-presentations, interactive journey mapping workshops, and demonstrations—to help you and your customers deliver on their CX/CRM initiatives. You will also discover how Oracle technologies can support business with both cloud and on-premise applications. You’ll hear Oracle’s CX vision and how we plan to address key trends in customer experience, including social, mobile, big data,...

Siebel Essentials, a blog managed by the solution expert from Oracle University, Alexander Hansal, is the one place to go for everyone interested in Siebel, including products enhancements, add-on's, best practices, etc. Siebel remains the undisputed leader in integrated CRM for large organisations, with 3'000+ active customers. Its new Siebel Open UI has opened up new opportunities for improved navigation and devices support, leveraging the market's most comprehensice...

We are planning a series of Eloqua Implemention Bootcamp for EMEA partners starting November in Europe (locations to be defined - probably Paris and London). This training, also opening up access to an Eloqua demo environment, will be subject to specific T&C's and mandatory preparation work. Final selection of invitees and participants will be up to the Oracle Eloqua Global Business Unit. If you are an Oracle EMEA OPN partner interested in getting trained in Oracle Eloqua, the...

Within a crowded marketplace, organizations are turning their sights to drive sales and brand recognition through one key relationship — the customer. Under the umbrella of customer experience (CX) there is a growing fever and host of initiatives, theories and ideas of how to improve it across channels — but at the root of it all, there is one place where customer experience must reign supreme. It’s online. However, what we learn online can and should also drive your CX...

Historically, marketing organizations have taken the lead in driving organizational social strategy. But JP Saunders (Vice President of Product Strategy for Oracle Customer Experience) tells us why customer service interactions must be at the heart of any social initiative for organizations to deliver on their brand promise and grow both top- and bottom-line results. Read the full article, featuring JP Saunders's interview here

Oracle RightNow applications provide a service enterprise platform to unify web, social and contact center experiences for customers. Learn how to use this cloud-based customer service to build trust, increase sales and adoption and reduce costs with Oracle RightNow training. The courses will: ·         Teach you how this application combines Web, Social and ContactCenter experiences ·         Enable your organization to increase sales and adoption ·         Show you how its Cloud...

I am delighted to inform you that the OPN Cloud Services Resell Program is now formally released. You can start applying to the Fusion CRM (see details and application page here) and/or RightNow (see details and application page  here) resell rights as of Today. Other Oracle SaaS solutions (SRM, Eloqua, OPA,…) will be later added to the program. Please let me know if you have any question. Richard Lefebvre

The marketer extraordinaire wears many hats, manages a variety of channels, and is challenged to understand the ongoing technological developments changing the way buyers and customers interact with brands. You’ve heard the word on the street: ‘The buyer is in control.’ Your marketing has to be ‘customer centric.’ And I can’t say it enough: take a cue from Carly Simon and don’t be vain! In this Eloqua blog post, Amanda Batista talks about marketing efficiency and shows...