Wednesday Apr 24, 2013

The Value of Enterprise Specific “Social Data” - Social Data within Social Customer Relationship Management (Social CRM)

This is the first in a series of guest posts from Don Springer, VP Product Development for Oracle Social and Pat Ma, Principal Product Marketing Director for CX and CRM on the value of leveraging social data across your enterprise.

Lately, we have been meeting with marketing, sales, services and IT executives at very large Financial Services, Consumer Products, Retail and Technology companies. They have all made significant progress in deploying social customer relationship management (Social CRM) capabilities, but are looking for more automated and powerful ways to socially enable their external customer facing functions. In essence, they want to do more with their Social Data. With enterprise data growth expected to continue at 40% through 2020, driven by consumer generated content, getting value from this data is becoming increasingly and strategically important.

In this post, we’ll cover the basics of first implementing a Social CRM approach, and the value your enterprise specific social data. In a future blog post, we will cover more advanced “next” steps in how to leverage social data within your enterprise’s Big Data Analytics, Business Intelligence and Customer Experience Management deployed applications and systems.

Below is a diagram that highlights a general process for leveraging Social Data as part of an overall Social CRM approach. Think of this as a process that tracks your social efforts across your customers’ life-cycles, starting with listening and point-to-point engagement to more broadcast communications efforts in a repeatable and flexible fashion.

Social CRM Process

chart

1. Listen.  The enterprise wants to listen to what people (customers, prospects, and influencers) are saying about their brand on social media channels.

  • Your customers are talking about your brand on social media channels. They are posting, tweeting, commenting, sharing, complaining and liking your brand.
  • Through Social Listening, the enterprise should figure out what their constituents are saying en mass, analyze sentiment, hear what they like and don’t like about your product, and know if they intend to purchase your product or not.
  • Your social listening approach needs to be accurate and filter out the irrelevant “noise”, to get to pure customer signal for analytics and engagement.

2. Engagement (1-on-1) The enterprise wants to engage with relevant social signals to interact with their customers, and determine how those 1-on-1 engagements perform. 

  • This can be done by asking your customers various questions, responding to their posts and comments, and creating engagement applications like contests and polls. 
  • Your social engagement should be used to listen and respond to social posts. Social posts should be automatically categorized by your Listen engine and flow from multiple social networks into one “inbox” designed to make managing your community easy and efficient, within your appropriate business function (sales, marketing and support).

3. Content and Apps (within your Enterprise’s Social Assets) The enterprise should leverage the lessons learned from your 1:1 engagements to scale what works within relevant content and apps you create, whether it’s user-generated contests, polls, videos, or other interactive content.

4. Publish (message through your social channels’ communities) The enterprise should continue to build on its learning on all your interactions with your fans and followers to publish and amplify relevant content to multiple social media channels.

  • Create great looking landing pages and publish to multiple social networks or embed on any website. 
  • This should be done specifically within your various channels focused on marketing, sales, service, and commerce.

5. Managed Workflows The enterprise should develop and deploy specific workflows so your assigned business functions (Sales, Marketing, Service and Commerce) are communicating the right message to the right customer at the right place and the right time.  

  • Social media teams are growing and becoming more global. Why take the risk of someone in your organization publishing off-brand information?
  • By using your listening engine to auto-tag customer signals, managed by function appropriate workflows, you can better control your points of communication (1:1, through content, apps and publishing) to improve ROI.

6. Analytics. The enterprise should create a culture that always analyzes your results and metrics to quickly capture lessons learned to establish a continuous improvement process.

  • This will enable you to show ROI on all your social media investments, pre, during & post-campaign across your owned & earned media to improve social performance.
  • This helps you optimize your efforts over time to get more lift and value from your resource and communications spend.

Makes Sense?

Once your enterprise has this Social CRM approach in place and functioning, you can take the broader “next” step to amplify your social value through integration into your other core applications, which we’ll cover in a future post.

To whet your appetite, you can socially enable your enterprise by creating a 360o view of your enterprise customers (both content and profile) to support:

  • Business analytics across all forms of structured (customer transactional and behavioral data), semi-structured (enterprise text sources that capture your internal customer conversations via chat, email, call center, etc.), and Social CRM unstructured data for:
  • Big Data insight discovery – finding insights you did not know existed
  • Business Intelligence - developing dynamic, real-time dashboards, reports and alerts for rapid decision-making.
  • Customer Experience Management applications already deployed and in use by your enterprise’s Customer Service, Sales and Service/Support functions for near real-time action (customer experience management).

Monday Apr 22, 2013

Not All Clouds are Created Equal

Fiction: All clouds are created equal.
Fact: Only Oracle offers the most comprehensive cloud on the planet earth.

The promise of cloud computing—greater agility, less risk, and lower costs—is real, but making good on that promise depends on the vendor you choose.

Time to sort through all the hype and find a REAL Cloud vendor that meets YOUR needs.

 Simplify IT and Power Innovation. Check out the new Cloud Solutions e-book now.

Friday Apr 19, 2013

See How Oracle ERP Cloud Service Can Transform Your Organization

Did you know up to 64% of IT budgets are spent running day-to-day operations? Imagine what you could achieve if these resources were focused on encouraging business growth and driving innovation.

A recent Tech Strategy article by Financial Executives International shows how you can transform back office operations, replace expensive, fixed capital investments with scalable, cost-effective solutions, and redirect resources to enhance operational efficiency and improve business performance.

To find out more – read the full article and explore a wealth of instantly-available resources showing how your organization can:

  • Reduce costs with fewer ERP systems and an Opex expenditure model
  • Improve operational efficiency and productivity with simplified business processes
  • Deploy enterprise-grade software quickly and simply
  • Extend functionality as needed to CRM, Human Capital Management and Supply Chain Management
Discover how you could refocus your IT spend on driving innovation with Oracle ERP Cloud Service.  Access article.

The Top 5 Things to Look For in a Cloud Provider When it Comes to Security- Part Three

CIO Insights part three - Deloitte shares the top 5 things to look for in a cloud provider when it comes to security. Check out the last video of the three part series here:

For more information, visit : Oracle.com/cio

Wednesday Apr 17, 2013

The Top 5 Things to Look For in a Cloud Provider When it Comes to Security- Part Two


CIO Insights Part Two - Oracle’s Mark Sunday, Gail Coury, and Deloitte’s Irfan Saif, discuss hybrid cloud security, availability, back up, and the infamous topic of cloud silos. Check out part two of the series here:

For more information, visit: Oracle.com/cio

Red Robin Delivers More than Good Food with Oracle's Cloud

Red Robin Delivers More than Good Food with Oracle's Cloud.

Red Robin transforms business processes, drives better business results, and yields higher employee performance by deploying Oracle Fusion HCM, Oracle Fusion ERP, and Oracle Fusion SCM business applications with Oracle Managed Cloud Services.

Check out the video:

Monday Apr 15, 2013

The Top 5 Things to Look For in a Cloud Provider When it Comes to Security- Part One

What are the top 5 things you should look for in a cloud provider when it comes to security? Check out this interactive and thought provoking three part series featuring Oracle CIO, Mark Sunday, Oracle VP of Risk Management, Gail Coury and Irfan Saif, Principle at Deloitte. Check out part one here:

For More Information: Visit : Oracle.com/cio

Tuesday Apr 09, 2013

The Butterfly Effect By JP Saunders

Like a caterpillar, some things sit for a long time, with incremental changes in size and shape until one day they reemerge from a catatonic state of transformation. Typically, we reflect on the butterfly’s beautiful colorful changes, but for me the splendor from this cocooned change is more the contrast in its newly formed mobility – which can also be described in colors, I guess -- one minute crawling in the browns and greens on its belly, the next gliding through the blues and whites with its wings. (Ever wondered who teaches the caterpillar how to fly?) A little poetic perhaps, but there is a connection between technology and nature - freedom.

The term “mobility” refers to movement but is more often used when describing some status of a person’s lack of physical ability (“reduced mobility”), whereas, the term “mobile” is used to describe a higher state of physical ability (“upwardly mobile”).  Thankfully, within technology we generally don't discriminate between our use of these two terms.  They both simply mean freedom--that untethered state where we are connected to the source but unrestricted in movement.  

Mobile freedom comes in many forms, and the transformation of the telephone into the mobile phone best personifies this  newfound power of mobility that most of us are experiencing - talking, texting, surfing… staying connected while on the move, in remote locations, and during times we shouldn't. From the outside view, it might not seems as glamorous as our butterfly example with all its splendid colors. But from the inside view, that feeling of freedom of mobility is very much evenly matched.  Why? Because of the value that extra connectivity brings to our lives - be that emotional, or financial, or just informational.

The combination of freedom and connectivity drives meaningful change in our attitudes and behaviors. Because of this, it is understandably addictive and can be hard to let go of, even for an instance. Ask any teenager to give-up their phone even for an hour, and they will likely respond, “Your taking away my freedom!” Some days being tethered in my office can feel much like this and leave me with an inconsolable longing to be mobile again, free to roam the hallways and coffee shops while remaining connected and productive.

In business staying connected to your customers can be critical to your business goals. The recent transformation and advancements in mobile devices such as the Apple iPad, have enabled this same level of freedom and connectivity for people in business as they have the consumer, which in turn has resulted in measurable value through increased productivity, efficiency and engagement.

This is why the May 2013 release of the Oracle RightNow Cloud Service has been developed to empower your frontline people with mobile device access to their agent desktop.  Your office agents can now freely move about your office to collaborate on resolving customer issues. Your remote field workers can have access to critical customer information and service records while keeping the office up-to-speed with the latest developments. Your managers can stay connected to the latest performance metrics of their team while in meetings and remote locations.  Transform your organizations performance, while improving your customers' experiences with the freedom of Oracle Mobile Solutions.

Announcing Oracle IaaS for Big Data Appliance X3-2

You may have seen today's announcement on the availability of the new Oracle Big Data Appliance X3-2 Starter Rack and Oracle Big Data Appliance X3-2 In-Rack Expansion. The new Oracle Big Data Appliance X3-2 Starter Rack is designed to jumpstart Big Data projects with optimally sized configurations of the appliance. The Oracle Big Data Appliance X3-2 In-rack Expansion helps organizations to cost-effectively scale out the Big Data Appliance as data volumes grow.

While the availability of new Big Data Appliance hardware options is exciting news, there was another announcement made that could have been easily overlooked but one that I contend is no less exciting - the availability of Oracle Infrastructure as a Service (IaaS) for Oracle Big Data Appliance.

If you're a regular reader of this blog, you'll recall that back in January we announced Oracle IaaS with Capacity On Demand as a new offering enabling customers to acquire Oracle Engineered Systems hardware on-premise for a monthly fee and eliminate upfront capital expenditures. Now, Oracle Big Data Appliance (Full Racks only) hardware is also available through Oracle IaaS, joining Oracle Exadata, Exalogic, Exalytics, SPARC SuperCluster, and ZFS Storage Appliance which were all previously announced as eligible for Oracle IaaS.

For more information about either Oracle IaaS with Capacity On Demand or Oracle Big Data Appliance X3-2, please contact your Oracle sales rep today.

Friday Apr 05, 2013

Cloud Speed Means Failing Fast, Failing Forward to Win the Race

If you have not been to Oracle CloudWorld yet, you must go. No other event brings together so many SaaS experts, from Oracle business and development executives to global customers and thought leaders.

A perfect example is CloudWorld Mumbai where 1,491 participants converged to hear keynotes by Alan Lapofsky of Constellation Research talk about how social in changing the way we do business and Sandeep Mathur, Managing Director of Oracle India detail Oracle’s cloud strategy across applications and technologies. Participants then attended sessions in six different Cloud tracks:

Application Development
Cloud Infrastructure
Sales and Marketing
Customer Service and Support
Human Capital Management
Finance and Operations.

I attended the Service and Support track featuring a panel discussion with Oracle customer Make My Trip and its Chief Innovation Officer, Rajnish Kapur. Make My Trip is India’s largest online travel company with 5 million customers and $200 million in annual revenue.

Kapur talked about how he uses Oracle Service Cloud (RightNow) to thread his organization’s silos together to maintain a single conversation with customers as they move across channels—and how this seamless customer dialogue has led to a significant increase in Net Promoter Score and market value.

Venky Vijay, CEO of Oracle implementation partner Virtuos, pointed out that Make My Trip’s market value has more than doubled since it began using Oracle Service Cloud to enhance its customer experience. During that same time, the market value of Make My Trip’s closest competitor dropped, supporting Forrester’s finding that Customer Experience leaders outperform laggards by 3:1.

David Vap, Group Vice President, Oracle Applications and Kapur agreed that the ability to “fail fast and fail forward” is a key advantage of cloud solutions. They enable companies to try things quickly and keep iterating until they get it right.

Kapur recently launched a My Feedback section on Make My Trip’s website that enables customers to check the status of their support requests, reopen cases and provide suggestions. The section is so popular, it already has 83% usage. As Panel moderator Michel Van Woudenberg, Oracle Vice President, CRM, Asia-Pacific said, “Now that’s succeeding fast and forward!” And that’s what Oracle Cloud solutions can do for your business.

For more information on Oracle Service Cloud, please visit our website. Register for a CloudWorld event near you.

Wednesday Apr 03, 2013

Talking Cloud in the Big Apple

Oracle held CloudWorld yesterday in New York City. You didn’t have to look far to see how important the cloud is to everyday life. It’s Spring Break for many schools across the U.S., and teens and tweens flocked to the Big Apple with their parents. It was hard to not to run into one of these young tourists, as they all seemed to be walking and using a smartphone at the same time.[Read More]
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