Friday Apr 11, 2014

When is “Big Data” in HR Just Analytics?

By Mike Vilimek

wow

If you follow HR technology even a little, you have heard something about big data. In terms of popularity, it’s right up there with other key trends like social, mobile, and the cloud. And while definitions for many of these are not set in stone, big data is by far the most undefined and misunderstood trend of the bunch. 

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Thursday Jun 13, 2013

Social Data Part 2: Socially Enabled Big Data Analytics and CX Management

This is the second in a series of posts on the value of leveraging social data across your enterprise, from Oracle Social VP Product Development Don Springer

In this post, I 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. This is a follow-up to a post I wrote in April around the first step in implementing a Social CRM approach and the value for your enterprise specific social data.

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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).

Tuesday Apr 09, 2013

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.

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