Oracle Social Relationship Management (SRM) is a product that helps you manage and scale your relationship with customers on social media channels. We have...
Oracle Social Relationship Management (SRM) is a product that helps you manage and scale your relationship with customers on social media channels. We have recently integrated four best-in-class social relationship management components - social listening, social analytics, social engagement and social publishing - into one unified interface to give you the most complete social relationship management solution on the market. You can listen to what people are saying about your...
Oracle Social Relationship Management (SRM) is a product that helps you manage and scale your relationship with customers on social media channels. We have recently integrated four...
How do you provide your customers with the right answers at the right time when they have a service issue? When should you guide them to find the answers...
How do you provide your customers with the right answers at the right time when they have a service issue? When should you guide them to find the answers themselves and when should you step in and lead them to a call center agent for answers? Why is any of this important?Let’s answer the last question first. Great customer service can be the true differentiator between you and your competitors. It is a differentiator for getting and keeping more customers. In today’s...
How do you provide your customers with the right answers at the right time when they have a service issue? When should you guide them to find the answers themselves and when should you step in and...
What Communications Service Provider (CSP) is not being challenged these days? Customers demand more and more from their network and expect to be dazzled at...
What Communications Service Provider (CSP) is not being challenged these days? Customers demand more and more from their network and expect to be dazzled at every moment. Customers are tempted by rich video content, social networking, and a plethora of apps. Social networks can mean customers are even more likely to stray to a competitor or publicly speak about brands that fail to live up to their expectations. Nurturing brand consistency across a variety of channels is...
What Communications Service Provider (CSP) is not being challenged these days? Customers demand more and more from their network and expect to be dazzled at every moment. Customers are tempted by...
You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps...
You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps increase their productivity and ability to satisfy customers. And how giving consumers access to your knowledge base online help them serve themselves, so they get fast, accurate answers.But what you may not know is that all Knowledge Management systems aren’t created equal. Many traditional Content Management Systems (CMS)...
You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps increase their productivity and ability...
By Eva Skidmore @evaskidmore As one who is willing to pay morefor a great experience, I may be a tough customer, but I am one of millionsplacing significant...
By Eva Skidmore @evaskidmore As one who is willing to pay morefor a great experience, I may be a tough customer, but I am one of millionsplacing significant demands on companies to serve me better. What wassurprising to me about the outcome of Oracle’s recent Customer Experience (CX) survey was the gap in perspective between howcompanies think they are doing relative their customers’ perspectives. Only 39%of companies earned a CX index rating of “excellent” or “good,” but 80%...
By Eva Skidmore @evaskidmore As one who is willing to pay morefor a great experience, I may be a tough customer, but I am one of millionsplacing significant demands on companies to serve me better....
The Winner’s Playbook AllisonKutz, Lindsay Richardson, Jennifer Rossbach “We do one thing right in this country: the NCAAtournament. It is, from start to...
The Winner’s Playbook AllisonKutz, Lindsay Richardson, Jennifer Rossbach “We do one thing right in this country: the NCAAtournament. It is, from start to finish, the best sporting event inAmerica.” – Mark Rosenberg, SportsIllustrated With68 teams, over 1000 players, and 98 referees, March Madness takes a significantamount of time and energy to plan and execute. The tournament is successfullyexecuted every year because the coaches, players and referees each work hard...
The Winner’s Playbook AllisonKutz, Lindsay Richardson, Jennifer Rossbach “We do one thing right in this country: the NCAAtournament. It is, from start to finish, the best sporting event inAmerica.” –...
By Danny Rippon, CRM Business Solutions Director As a Customer Experience (CX) professional you’ll be used to dealing with questions about the CX return on...
By Danny Rippon, CRM Business Solutions Director As a Customer Experience (CX) professional you’ll be used to dealing with questions about the CX return on investment. You’ll also know that sometimes it’s challenging to elicit from colleagues the same CX fervour you have. Well, the following insight from an Oracle CX report may change all that: NOT offering a positive, consistent and brand-relevant customer experience could see revenues drop by as much as 18% among European...
By Danny Rippon, CRM Business Solutions Director As a Customer Experience (CX) professional you’ll be used to dealing with questions about the CX return on investment. You’ll also know that sometimes...
Now, more than ever, the importance of differentiationthroughout the customer experience is paramount. For Service, Marketing, Sales,and Commerce leaders Social...
Now, more than ever, the importance of differentiationthroughout the customer experience is paramount. For Service, Marketing, Sales,and Commerce leaders Social adds another new channel and a host ofopportunities. Social also brings new strategies and tactics to be masteredand tuned to your business—but avoid the Social Silo. Thinking about Socialas a set of processes, people, and technologies separate from your corebusiness will be a limiting factor down the road. Isn’t...
Now, more than ever, the importance of differentiationthroughout the customer experience is paramount. For Service, Marketing, Sales,and Commerce leaders Social adds another new channel and a host...
When it comes to delivering a positive customer experience(CX), it never hurts to look around and see where others are in their CXinitiatives. Earlier this...
When it comes to delivering a positive customer experience(CX), it never hurts to look around and see where others are in their CXinitiatives. Earlier this week, we discussed how different industriesare doing. Now, let’s look at how the different regions around the worldcompare in Oracle’s new CX survey, GlobalInsights on Succeeding in the Customer Experience Era. In this survey, we asked business executives across 18countries in North America, Latin America, Europe, and Asia...
When it comes to delivering a positive customer experience(CX), it never hurts to look around and see where others are in their CXinitiatives. Earlier this week, we discussed how...
