Tuesday Dec 16, 2014

Oracle’s Journey to Customer Centricity


Oracle got deadly serious about customer-centricity in 2004. Back then we were famous for our database products, were just wrapping up the acquisition of PeopleSoft and quickly expanding our applications business. Our approach since has been two-pronged, consisting of acquiring new technologies through many further acquisitions and expanding internal R&D efforts to broaden the company’s “solution footprint.”

The aggressive pace of acquisitions, starting with PeopleSoft, meant that we really had to look at putting very specific customer retention measures in place, with an eye toward pleasing customers who were accustomed to a different sort of relationship with their technology provider. Our goal was - and still is - to incorporate customer feedback into every facet of our operations. We created (and acquired) better tools to help us listen to our customers in a more comprehensive and consistent fashion, capturing both structured and unstructured input through a variety of methods, including:

  • Web surveys,
  • Focus groups,
  • Executive advisory boards,
  • Individual customer interactions, and Marketplace studies

With the voice of the customer as our foundation, we have built a closed-loop ecosystem that systematically takes feedback and then analyzes, prioritizes, and propagates that feedback across the company. That then drives actions to address the feedback from its root causes, communicates back to customers what we’re doing, and ultimately asks customers if what we have done helps them to be more successful. In the end, if our customers are more successful in implementing technology to improve their business, then we retain those customers – hopefully delight them – and drive more business for Oracle.

If you’d like to find out more about Oracle’s journey toward customer-centricity check out the chapter from a recently published book I had the pleasure to be a part of, called Ruthless Execution by Amir Hartman.

With the holiday season and the end of the year right around the corner, I'd like to take this opportunity to thank our customers.  I hope this conversation helps you understand how Oracle's focus on your satisfaction drives our efforts.  Your success is our success.

Tuesday Oct 14, 2014

Oracle OpenWorld 2014 – Our Biggest Customer Engagement Event of the Year!

Oracle OpenWorld

As we lower the curtain on Oracle OpenWorld 2014, we look back on the most memorable moments from the week. Larry Ellison, our Executive Chairman and Chief Technology Officer, kicked off the event Sunday night with the welcome keynote, announcing a myriad of new cloud-related products. Customers were buzzing about all three layers of Oracle's cloud strategy applications, platform and infrastructure.

We were especially thrilled to have top executives from Archer Daniels Midland, dunnhumby, FedEx, General Electric, Intel, Procter & Gamble, Pearson, Telefonica, Walgreens, and Xerox join Oracle CEOs, Mark Hurd and Safra Catz on stage and by video throughout the week to discuss industry trends and how Oracle is helping them create efficiencies and innovate. A key theme from all was the importance of cloud and mobile. Moving forward, IT and

business leaders in all organizations will need to partner to bring customers the ability to react to business across channels, when and how they want.

There were too many highlights of the conference to name. You, our customers, were on stage with us for every keynote and throughout a majority of sessions of the conference, so if you missed anything, there are highlights reels and full keynotes available on-demand. Whether folks attended the specific, general, or breakout sessions, User Group sessions, various industry summits, CIO or SFO Summits, CX or HCM Central sessions, or our exclusive Executive Perspectives – great conversations were started and are continuing through our social networks and within our customer communities.

Oracle OpenWorld also presents a terrific opportunity for us to hear from you. We heard quite a bit of feedback during the show this year customers telling us that they have seen a change in how Oracle views its customers. Welcome news, as we know Oracle's scale and complexity can sometimes make it hard for a customer to navigate and feel that his/her voice is heard.

We're doing a lot of work to change that, allowing customers to have more visibility into Oracle's development process and enabling you to provide feedback for product updates and enhancements through our Oracle Customer Advisory Panel program. We also work closely with the more than 900 independent Oracle User Groups to connect our customers with the appropriate Oracle resources to answer questions and get the latest on new product directions and product enhancements.

Last week, we had great feedback from two of our largest User Groups, the OAUG Oracle Applications Users Group and the IOUG Independent Oracle Users group, on our approach and the changes they've seen in Oracle. Take a read and see what they're saying on Infoworld.com: Oracle User Groups Testify to Company's Change for the Better.  We hope you're feeling the same way. As always, we want to hear from you, so please take advantage of all our feedback channels. No need to wait for OpenWorld 2015 join a Customer Advisory Panel, engage your sales rep or success manager, send an email to gcp-customerfeedback_us@oracle.com  or leave a comment to this blog and we'll engage.

Next year Oracle OpenWorld is set in San Francisco again so mark your calendars for October 25 29, 2015!

See you there,

Jeb

Tuesday Sep 23, 2014

The Final Countdown to Oracle OpenWorld

The countdown to Oracle OpenWorld and Java One has reached a fevered pitch with only a few days remaining before all of you arrive in San Francisco and we start our biggest event of the year.

The  conference is always changing and this year, we're taking a new and decidedly modern approach to our keynotes.  It's all about you, our customers, and engaging you in meaningful conversations. Some will be on a mass scale, starting onstage and continuing throughout Oracle Plaza on Howard Street, spilling into various public spaces, and on social; and still others will take place in smaller, intimate meetings where you'll have access to top Oracle executives and other like and peer colleagues to share experiences.  Whether you're at OPN Central, Oracle Users Forum, Oracle Leaders Circle, 

Executive Perspectives, CX Central, HCM Central, OTN's Techfest or any of our numerous industry and role-based summits you're bound to come away with new and valuable insights, ideas, and connections.

As you’ve come to expect – Oracle OpenWorld is always the platform for our biggest product announcements and new technology unveilings.  This year should be no different. We’ll have a big focus on Cloud, Big Data, Engineered Systems and Mobile, so expect to hear those themes resonate throughout the week

If you still haven’t registered, what are you waiting for? There’s still time, it’s not too late. I look forward to seeing you all in San Francisco next week-make sure you’re rested and ready to engage. It’s going to be a busy week!

About

Welcome to the Customers in the Know Blog. My name is Jeb Dasteel, I am Senior Vice President and Chief Customer Officer at Oracle. I am responsible for driving customer-focus into all aspects of the Oracle business. I advocate and work within Oracle to develop and deliver customer programs that increase customer retention, value delivered, satisfaction, and loyalty. This blog was designed to enhance our engagement and interaction with our customers, by providing them exclusive Oracle executive insights, ensuring they have the most up-to-date trends and news directly from Oracle, as well as guest blog submissions by some of our customers.

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