I was in London recently and strolled past a man in Hyde Park exclaiming, “You’ve got to have faith!” to a crowd of onlookers. A cheeky lad yelled back, “Faith?...
I was in London recently and strolled past a man in Hyde Park exclaiming, “You’ve got to have faith!” to a crowd of onlookers. A cheeky lad yelled back, “Faith? I already got that one. George Michael. Tower Records.” Even the preacher cracked a smile at the sarcastic quip. I came away with something more profound: that the same word can have radically different meanings depending on the context.I have spoken to several customer service companies and they all claim to have...
I was in London recently and strolled past a man in Hyde Park exclaiming, “You’ve got to have faith!” to a crowd of onlookers. A cheeky lad yelled back, “Faith? I already got that one. George Michael....
Oracle’s Siebel CRM continues to deliver innovative new solutions to customers—including six major releases and a newly published product roadmap highlighting...
Oracle’s Siebel CRM continues to deliver innovative new solutions to customers—including six major releases and a newly published product roadmap highlighting planned annual innovation packs through 2015. We asked Oracle's Aaron Shidler, vice president of CRM product strategy and management, to provide insight into Oracle's ongoing innovations and commitment to Oracle's Siebel CRM.Q. Please give us a big-picture look into Oracle's commitment to its Siebel solutions.A. Since...
Oracle’s Siebel CRM continues to deliver innovative new solutions to customers—including six major releases and a newly published product roadmap highlighting planned annual innovation packs through...
Can you imagine what the conversation with the venture capitalists must have sounded like when Tony Hsieh, co-founder of Zappos, told them that his business...
Can you imagine what the conversation with the venture capitalists must have sounded like when Tony Hsieh, co-founder of Zappos, told them that his business plan was to sell shoes over the Internet? We all know that you have to try on shoes before you buy them, and as good as the virtual experience can be, it can’t tell you if your toes will be cramped. But that didn’t stop Mr. Hsieh. As he says in an interview with his Harvard School of Engineering and Applied Sciences...
Can you imagine what the conversation with the venture capitalists must have sounded like when Tony Hsieh, co-founder of Zappos, told them that his business plan was to sell shoes over the Internet?...
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.” –...
