Wednesday Nov 20, 2013
Tuesday Nov 19, 2013
By Christina McKeon on Nov 19, 2013
Thursday Oct 17, 2013
By Samantha.Y. Ma on Oct 17, 2013
With the proliferation of social media and mobile technologies, the world of selling and buying has drastically changed, as buyers now have access to more information than they did in the past. In fact, studies have shown that buyers complete 60 percent of the buying process before they even engage with a salesperson. The old models of selling no longer work effectively; and the new way of selling is driven by customer insights. To succeed, sales need to be proactive, not reactive. They need to engage with the customer early, sometimes even before the customer’s needs are fully understood. In fact, the best sales reps prescribe a solution that the customer doesn't even know they need, often by leveraging social media to listen, engage and collaborate with peers. And they fully tap into the power of analytics and data to drive results.
Let’s look at some stats regarding challenges facing sales today. According to recent studies, sales reps spend 78 percent of their time doing administrative things -- such as planning, searching for information, data entry -- and only 22 percent of the time actually selling. Furthermore, 40 percent of B2B sales reps miss their quota, and only 3 percent of companies can say with confidence that their forecasts are “always accurate.”
How do you drive growth in this modern day and age? It's not just getting your sales teams to work harder; it's helping them work smarter and providing them with a solution they want to use, on the device(s) they already know, giving them critical insights and tools to be more productive, increase win rates, and close deals faster.
Oracle Sales Cloud was designed to do exactly that. It enables smarter selling that allows reps to sell more, managers to know more, and companies to grow more. Let’s face it—if all CRM solutions worked well, sales executives wouldn’t be having the same headaches as they had in the past.
Join Oracle’s Thomas Kurian and Doug Clemmans on Tuesday, October 22 as they explain:
• How today’s sales processes have rendered many CRM systems obsolete
• The secrets to smarter selling, leveraging mobile, social, and big data
• How Oracle Sales Cloud enables smarter selling—as proven by Oracle and its customers
Take the first step down the path toward smarter selling. With Oracle Sales Cloud, reps sell more, managers know more, and companies grow more.
Wednesday Oct 16, 2013
By Michael Hylton on Oct 16, 2013
Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction?
The sheer velocity of change in retailing and customer behavior is forcing retailers to reinvigorate, expand and sharpen their vital Customer Experience (CX) strategies. Customers are becoming increasingly dynamic as they race to embrace the newest digital channels; shop in new ways on mobile devices, including smartphones and tablets, on the Web and in the store; share experiences socially; and interact with their preferred brands in new ways. Retailers are stepping up to their customers as they and their competitors create new modes of customer interaction. Underpinning these changes are vast quantities of customer data as customers flood digital channels and the social sphere.
The informed retailer must now understand what their priorities are and what they should be for the future. To better understand this, Tata Consultancy Services (TCS) and Oracle independently launched CX-focused surveys to uncover what retailing leadership found important today. By comparing the results of these two studies together, we can further discover new insights about the industry. Click here to download this informative white paper.
Friday Oct 04, 2013
By Charles Knapp on Oct 04, 2013
No office? No network signal? It's not a problem with Siebel.
Watch our live Webcast on Thursday, October 17 and see how Oracle’s Siebel Mobile solutions transform mobile devices into powerful service and sales tools, using native capabilities within the devices to get information to field teams when and where they need it. Discover how you can:
- Drive revenue with an always-on sales force
- Simplify sales and service processes with easy-to-use mobile apps
- Enhance the customer experience by delivering knowledge-infused services including installations, preventive maintenance, and repairs
- Improve productivity with offline access to critical information
Thursday Sep 05, 2013
By Charles Knapp on Sep 05, 2013
As mobile and social technology has evolved, the number of channels that customers use to engage with organizations has grown exponentially. With such a diverse range of service channels and touchpoints to manage, how can you ensure you’re able to help customers, such as delivering the right information to the right customer at the right time?
Watch our live Webcast on Thursday, September 12, 8:30 AM Pacific / 4:30 PM BST, to discover how you can deliver consistent, personalized customer service experiences across all modern channels, and:
- Increase brand loyalty by delighting customers with relevant information and offers
- Boost agent productivity with complete access to customer information
- Deliver field service excellence
- Identify emerging service issues with social media monitoring tools
Don't miss your opportunity to learn how you can enhance customer experiences and resolve service issues faster with Oracle Siebel service applications. Register Now
Friday Aug 23, 2013
By Charles Knapp on Aug 23, 2013
Transform Contact Centers into Profit Centers
Customer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to Aberdeen. Service organizations that focus on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates.
What might it look like if you equipped your agents to not only deliver great service, but also recommend and sell product and service offers that are personalized in real time? In this new video, "Turn Your Contact Center into a Profit Center," see how Oracle Service products empower service agents to delight customers and sell more.
How do you transform your contact center? In this Aberdeen research report, “Service Excellence and the Path to Business Transformation,” learn strategies and action steps that, along with enabling technology, will help you to make profits from your contact center.
Wednesday Aug 14, 2013
By Michael Hylton on Aug 14, 2013
In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and personalized experience. If they don’t get it, today’s empowered customers won’t hesitate to leave. Yet many companies can’t deliver great personal experiences to their customers because they are struggling with siloed information systems and processes that fail to provide complete and accurate data to sales, support, and marketing teams.
In the new white paper by Harvard Business Review Analytic Services, “Delivering on the Promise of Great Customer Experiences,” learn from several forward-thinking organizations—in industries ranging from travel to telecommunications—how to use Master Data Management (MDM) to collect and integrate all types of internal and external data and create the consistent, connected, and personalized experiences that customers want. Oracle Master Data Management offers the most complete product line on the market, enabling organizations to cleanse, centralize, and govern to create a “master” version of customer and business data—and the foundation for an improved customer experience strategy. Find out how your organization can enrich the customer experience.
For more information on Master Data Management, visit us on oracle.com - www.oracle.com/mdm.
By KristineVallila on Aug 14, 2013
China is booming - and merchants are using social media, multi-media and web sites in innovative ways to reach the growing potential consumer base. All signs point to a market moving towards differentiation.
Our commerce sessions during Oracle Open World in Shanghai were
chock-full. The experience was surreal with what looked like a DJ box
at the at the back of the room containing two humans, translating
simultaneously to audience-members wearing headsets. My only tip if you
ever find yourself presenting in this situation is to avoid jokes – the
timing is all off.
But I digress. My greatest curiosity while interacting with the audience was – what are their end customers seeking today?
I found that the Chinese consumer wants to be transfixed and beguiled, all while in transit. They seem to be the ultimate mobile users.
I was personally frustrated in Shanghai by being unable to post my beautiful and ‘bizarre-to-me’ meals on Facebook, leading me to understand why every one of the social media channels familiar to me in North America and Europe have a Chinese-specific counterpart. Facebook, YouTube, Twitter, Foursquare, Vimeo, Blogger, Blogspot, Hulu and Skype are all blocked in China. This is leading to a China-specific tech boom as the local Chinese versions grow and prosper.
Youku – Chinese Youtube - I should have been spending some of that down time visiting Youku, the Chinese version of Youtube. Youku has started innovative methods of product placement in original videos. Because of the relatively low number of home-owned recording devices and subsequent low volume of user-created content, much of the content on Youku is produced by brands.
Friday May 31, 2013
By Michael Hylton on May 31, 2013
By Irem Radzik, Senior Principal Product Marketing Director -- Fusion Middleware
Customer experience has been one of the top focus areas for CIOs in the recent years. A key requirement for improving customer experience is understanding the customer: their past and current interactions with the company, their preferences, demographic information etc. This capability helps the organization tailor their service or products for different customer segments to maximize their satisfaction. This is not a new concept. However, there have been two parallel changes in how we approach and execute on this strategy.
First one is the big data phenomenon that brought the ability to obtain a much deeper understanding of customers, especially bringing in social data. As this Forbes article "Six Tips for Turning Big Data into Great Customer Experiences" mentions big data especially has transformed online marketing. With the volume and different types of data we have now available companies can run more sophisticated analysis, in a more granular way. This leads to the second change: the size of customer segments. It is shrinking down to one, where each individual customer is offered a personalized experience based on their individual needs and preferences. This notion brings more relevance into the day-to-day interactions with customers, and basically takes customers satisfaction and loyalty to a new level that was not possible before.
One of the key technology requirements to improve customer experience at such a granular level is to obtaining a complete and up-to-date view of the customer. And that requires integrating data across disparate systems and in a timely manner. Data integration solution should move and transform large data volumes stored in heterogeneous systems in geographically dispersed locations. Moving data with very low latency to the customer data repository or a data warehouse, enables companies to have a relevant and actionable insight for each customer. Instead of relying on yesterday's data, which may not be pertinent anymore, the solution should analyze latest information and turn them into a deeper understanding of that customer. With that knowledge the company can formulate real opportunities to drive higher customer satisfaction.
Real-time data integration is key enabling technology for real-time analytics. Oracle GoldenGate's real-time data integration technology has been used by many leading organizations to get the most out of their big data and build a closer relationship with customers. One good example in the telecommunications industry is MegaFon. MegaFon is Russia's top provider of mobile internet solutions. The company deployed Oracle GoldenGate 11g to capture billions of monthly transactions from eight regional billing systems. The data was integrated and centralized onto Oracle Database 11g and distributed to business-critical subsystems. The unified and up-to-date view into customers enabled more sophisticated analysis of mobile usage information and facilitated more targeted customer marketing. As a result of the company increased revenue generated from the current customer base. Many other telecommunications industry leaders, including DIRECTV, BT, TataSky, SK Telecom, Ufone, have improved customer experience by leveraging real-time data integration.
Telecommunications is not the only industry where single view of the customer drives more personalized interaction with customers. Woori Bank implemented Oracle Exadata and Oracle GoldenGate. In the past, it had been difficult for them to revise and incorporate changes to marketing campaigns in real time because they were working with the previous day’s data. Now, users can immediately access and analyze transactions for specific trends in the data mart access layer and adjust campaigns and strategies accordingly. Woori Bank can also send tailored offers to customers.
This is just one example of how real-time data integration can transform business operations and the way a company interacts with its customers. I would like to invite you to learn more about data integration facilitating improved customer experience by reviewing our free resources here and following us on Facebook, Twitter, YouTube, and Linkedin.
Image courtesy of jscreationzs at FreeDigitalPhotos.net
The place to get informed about customer experience and how it impacts your success.
SubscribeSubscribe to our RSS feed.
- Mobile Web for the Masses
- Oracle Service Cloud February 2014 Release – Streamlining Great Customer Service by JP Saunders
- Four Ways to Increase Mobile Agent Productivity and Responsiveness by JP Saunders
- Now Available! Oracle Commerce Version 11 -- What's New?
- 4 Takeaways on Modern Customer Service from CloudWorld
- Customer Experience is an ‘Outside In’ Job by Krassimira Iordanova
- Pamper your customer's ‘Remembering Self’ by Krassimira Iordanova
- Customer Experience Journey Mapping Workshops Provide Blueprint for Real-World CX Success by Robert Landon
- T-Commerce Has Joined the Omni-Channel Experience!
- Master B2B Commerce in 2014 – Attend Oracle’s Annual B2B Commerce Summit