Friday Nov 07, 2014

Will Campaigning Ever End? It Shouldn’t.

Now that the U.S. midterm elections have passed, you have to feel good about getting a break from all the ads regardless of your political affiliation. That is, unless you live in a state with a run-off.[Read More]

Wednesday Nov 05, 2014

Join Forbes and Oracle for CX Service Journey Mapping Workshops this December in a City Near You

Are you passionate about customer service? Do you fall asleep at night brainstorming ways to better engage customers, empower agents, and adapt quickly to market changes? Then we have just the event series for you!

Avoid the holiday shopping crowds and participate with Forbes and Oracle in a free half-day learning session that includes both a CX Service Journey Mapping Workshop and an insider preview of Forbes Insights' Survey of 300+ Customer Service Executives.

You will:

  • Hear live from Forbes analysts as they reveal detailed results of the Customer Service Executive Survey 
  • Discover where your company sits on the Customer Service Maturity Curve and what you can do to stay ahead
  • Learn how to deliver experiences that create value for your customers and help transform your business

Participants will receive a free copy of Forbes' Executive Survey Report when it is published.

Register now at a location near you:

December 2, 2014
New York, NY
Register here

December 4, 2014
Atlanta, GA
Register here

December 9, 2014
Chicago, IL
Register here

December 11, 2014
Denver, CO
Register here

December 11, 2014
Santa Clara, CA
Register here

For more information, please visit our website.

Wednesday Oct 29, 2014

Video Webcast: Forbes Insights Executive Survey: What 300+ VPs Say about Modernizing Customer Service on Nov. 13 11 am PT / 2 pm ET

Want to be the first to know how you measure up against other customer service executives? Need to know the moves they are making so you can stay ahead?

Then join us for this video webcast on November 13 at 11:00 am PT / 2:00 pm ET in which Brenna Sniderman, Senior Director of Research, Forbes Insights, Jeff Lundal, GVP, Service Automation, Oracle, and Mark Marshall, Executive Director, Client Services at MetTel will give an insider preview of what 300+ service executives say about modernizing customer service.

You will learn how your executive peers:

  • Differentiate their brands within and across industries
  • Anticipate customer service needs on multiple channels
  • Leverage analytics to improve operations and service

Register now. After the webcast, you will receive a free report of the survey results when published.



Wednesday Oct 22, 2014

CPQ Technology + Best-in-Class Processes = Sales Superiority

Our blog journey thus far has showcased the superior performance and customer satisfaction supported by configure / price / quote users within Aberdeen’s research.  Let’s seal the deal with specific competencies you need to adopt when implementing your own CPQ platform.  Remember, this isn’t the author compelling you to make change: Best-in-Class performers – the top 20% achievers around reps achieving quota, revenue growth and lead conversion improvements – among your peers, contemporaries, and competitors, are calling out the best practices.

[Read More]

Tuesday Oct 21, 2014

Webcast: Your Roadmap to Modern Customer Service this Thurs., 10/23 at 2 pm ET by Kelly Costlow

Want to become a Modern Customer Service organization but don't have a roadmap for getting there? Then join us for a live webcast this Thursday, October 23 at 11 am PT / 2 pm ET where Oracle customer service experts JP Saunders and Tom Cloos will help you develop your own blueprint for achieving modern customer service success. 

You will learn how to align your service initiatives with your overall customer experience strategy to achieve:
  • Better service at lower cost
  • Greater ease attracting and keeping customers
  • Larger profits in your contact center


About the speakers:

JP Saunders, Senior Director, Customer Experience (CX) Product Strategy at Oracle  

JP is responsible for evangelizing Oracle Customer Experience (CX) product strategyand leading its go-to-market programs. He has been helping organizations deliver better customer experiences for two decades.



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Tom Cloos, Senior Director, Client Success at Oracle 

Tom is responsible for the North American Client Success Group, ensuring Oracle Customer Experience (CX) clients achieve business success by realizing the full value of their SaaS investments. Tom has been helping companies drive more business value from their technology solutions for over 20 years.

Thursday Oct 16, 2014

Four Lessons from Junior Soccer: Can Everyone Actually Be a Winner?

I’m a parent, and have faced that common moment-of-truth debate: should every kid on the soccer team receive a trophy, simply for participating?  Should we keep score in Little League baseball?  I’m also a capitalist: I believe in healthy competition, coaching for everyone who needs it, and rewards for the strongest achievers.  In professional selling, which is my research focus, there are obvious winners and losers: even on high-performing business development teams, the tote board on the wall or the CRM dashboard loudly proclaims who wins the watch, who gets the steak knives, and…you know the rest.  

[Read More]

Wednesday Oct 15, 2014

Upcoming Webcast with Hitachi Consulting and Bain & Company: Modern Sales in the Cloud

Don't miss this upcoming webcast featuring industry thought leader Bain & Company and Oracle Sales Cloud adopter Hitachi Consulting on October 30th at 2 pm EST. Learn about the latest trends affecting sales organizations and why Oracle Sales Cloud became a strategic platform for Hitachi Consulting’s Oracle field-sales organization.

[Read More]

Thursday Oct 09, 2014

CPQ Everywhere: How Direct, Channel, Enterprise, and Middlers Seal the Deal

Ask most B2B sales reps why they won their last deal, and they’ll undoubtedly take sole credit for the win.  Query as to the story behind their most recent loss, and the culpability suddenly shifts toward…well, anyone but themselves. And it’s probably due to pricing, right?  Let’s look at the data to decide.  [Read More]

Tuesday Oct 07, 2014

T H March Adopts Modern Best Practice to Deliver Priceless Customer Service

Neil McFarlane, Managing Director of Chartered Insurance Brokers T H March, was one of four Oracle customers presenting in our annual customer-focused session at Oracle OpenWorld, Customer Voices: IT Strategies and the High-Growth Organization.

This session focused on thought leadership from executives at growing companies relating to how they are deploying technology solutions to adopt Modern Best Practice.  Learn more about the tools Neil's company is implementing to deliver priceless customer experiences.



[Read More]

Friday Oct 03, 2014

Configure, Price, Quote: Behind the Curtain, Ahead of the Curve

Second in a series of guest posts by Peter Ostrow,VP & Research Group Director, Customer Management, Sales Effectiveness, Aberdeen Group. The first post delivered a compelling argument for Configure, Price, and Quote (CPQ) solutions as a must-have component of your sales effectiveness efforts. The business case was backed-up by recent Aberdeen research on performance results between CPQ adopters and non-users.

A must-read for sales and sales operations leaders looking to build a business case for CPQ Ostrow quantifies the savings and selling advantages—from proposal turn-around time and manpower reductions to accelerating sales cycles for front-line sellers, enabling them to work smarter, not harder.

 


[Read More]
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