The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast in association with Intel® to learn how top-performing organizations, including Dell Inc.’s Global Demand and CRM Center, are harnessing big data to understand better their customers and their business. The webcast is on Wednesday, August 14, 10-11 AM Pacific / 6-7 PM London.
You’ll learn how Dell leaders are:
Focusing on data-driven approaches to meet business objectives
Fostering a culture of customer insights through leadership and collaboration
Innovating customer interactions, marketing, and sales through automation
We can all probably agree that improving your customers' experience is a good thing. But a key question many people are asking is will it help your organization and, in particular, what are the financial benefits?
That's a good question, especially when companies ARE experiencing phenomenal return on investment (ROI). Of course, there are many factors that impact ROI or other measures of success, but we'd like to share some success stories as examples of customer experience in action and delivering positive results. If you would like to learn more about the economics of customer experience, see Brian Curran's presentation at the Oracle Customer Experience Summit last month.
In this series of blog posts, we'll share actual customer stories. Today's example is Dell, which uses Oracle Real-Time Decisions (RTD) and Siebel CRM as part of their customer experience portfolio to better understand their customers' needs and wants and provide consistent interactions. Regular readers of this blog are probably familiar with Siebel, but RTD may be new to many of you. RTD is a complete decision management solution that delivers real-time decisions and recommendations and automatically renders decisions within a business process to create tailored messaging for every customer interaction.
What does that mean? In the video below, Dell describes how customer experience is important not just for one interaction channel, but across all "vehicles." RTD is helping Dell understand customer behavior and communicate with the customer in a more relevant manner, across all communication or interaction channels including sales and service call centers, email marketing and online.
Dell continues to expand use of RTD because the benefits are showing up in sales, service and marketing results including 19% increase in close rates, faster issue resolution and 40% improvement in revenue per click in email marketing. Video link
Click here, to learn more about Oracle Customer Experience and stay tuned for more customer spotlights.
Connecting with Your Customer: The Power of Complete Commerce Technology
Today's most successful companies capitalize on the business and technology opportunities for commerce. As savvy customers browse, buy and share their experiences across channels, businesses are learning to proactively greet and service them wherever they are.
On September 27th at 10a.m. PDT, hear industry experts Lauren Freedman from the e-tailing group, John Coles from Dell, Brian Collins and Michael Hylton from Oracle, plus additional thought leaders from Accenture as they share how the latest commerce solutions can enable the flexibility and adaptability required to meet new customer habits and trends so that you:
Connect with Customers. Understand what customers are looking for and how you can create a powerful connection.
Explore the Power of Technology. Hear how commerce innovators are powering an optimized commerce experience with leading technology
See Complete Commerce in Action. Watch how strategy and technology combine in demos with solution experts.