Customer success is Oracle’s North Star

November 2, 2021 | 3 minute read
Douglas Kehring
Executive Vice President, Corporate Operations
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Over the last few years, and especially in the months following the onset of the global pandemic, we’ve heard from our customers—across every industry and all over the world—that they need speed to help them outpace change. Managing and optimizing operations to become more efficient and more effective is no longer enough to ensure success. Now more than ever, organizations need to be able to thrive in unpredictable business environments and during periods of rapid disruption. And beyond that, they need a partner whom they can trust with the keys to their business—their critical data, their operations, and their future success—and whom they can rely on to help them achieve their goals on an ongoing basis.

As Mark Smith, CEO and Chief Research Officer of Ventana Research has pointed out in his market guidance, “In times such as these, when business continuity is a top priority, organizations must address the customer experience, especially if it has not been a focal point of the executive team.” Given how quickly key success drivers can change, it’s not sufficient to merely state a commitment to the customer experience, to focus on just one subset of the experience, or to treat improvement opportunities as one-and-done. “A superior CX requires continuous improvement and actions that demonstrate an organization’s commitment to and investment in the relationship.”

At Oracle, customer success is our North Star. Customer success guides our decision-making and our actions, and it’s how we measure our own success. Our aim is to ensure that—even as customer needs evolve—those who choose Oracle feel confident that we will partner with them every step of the way to ensure they continuously achieve their goals and realize great outcomes, including maximum efficiency, the ability to make informed decisions and move faster, agility, and exceptional experiences for those they serve.

So, how do we deliver these outcomes? Our approach focuses on three guiding principles:

  1. Deliver a personalized experience, by understanding our customers’ specific business challenges and delivering an experience tailored to their needs.
  2. Deliver a predictive experience that anticipates customer needs, preemptively solves issues, and helps customers see what’s coming so they can quickly adapt and stay ahead of the next disruption.
  3. Deliver a purposeful experience, thoughtfully guiding customers, in a well-executed manner, so – even in the face of their own business’s complexity—customers can move quickly and succeed without interruption.

At Oracle, we look to apply these guiding principles across every element of the customer experience. Those include the solutions we develop to help our customers tackle their business challenges and achieve their goals, the associated customer journey from selection through adoption and ongoing success, and the partner and employee experiences, which enable our expert resources to assist and advise our customers.

As Mark Smith notes, “Oracle’s commitment to the technology industry over 40 years has demonstrated its values to the customer experience. Their focus on partnering with customers helps ensure they deliver on the value promised, which is demonstrated through its work with them across the customer journey. And by continuously listening to their customers across the organization, Oracle remains aligned with their customers’ needs even as they change and helps them continually improve their business and return on their technology investments.”

Since we measure our success based on our customers’ success, we are of course thrilled when they tell us they’re seeing the positive impact of our partnership. As one example, Christian Horner, Team Principal of Red Bull Racing Honda, told us that “Oracle brings huge capability, innovation, and expertise to many of the world’s largest and most successful businesses. To be able to tap into that exceptional power and knowledge is a major step forward for our team.”

Over the next few weeks, I’ll dive deeper into our strategy for driving customer success, along with the positive outcomes our customers are seeing as a result. Also, please message me with your own thoughts on how we are doing. We are committed to helping our customers every step of the way, and I would love to see how we can help your organization as well.

Douglas Kehring

Executive Vice President, Corporate Operations

Douglas Kehring is Oracle executive vice president for corporate operations. His responsibilities include oversight of business transformation, corporate development, corporate systems and cloud data center strategy.

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