Tuesday Aug 27, 2013

The Social Customer Service Maze

Your Customers Are Already Talking – It’s Time to Join the Conversation

While social media has become a standard function in most marketing departments, customer service and contact centers are just beginning to become actively involved in social media. When I talk to executives that run service/support or contact centers, I tend to get the same reaction when social media comes upHELP!

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Tuesday Oct 02, 2012

Focus on Social Relationship Management at Oracle OpenWorld

Greetings from Oracle OpenWorld 2012. Today, we’re going to focus on Social Relationship Management at Oracle OpenWorld.
Social networking is touching all businesses today. 

Customers are speaking about your brand right now on social media sites. Your employees are speaking to one another on social media sites. In an Oracle survey, 40% of consumers factor in Facebook recommendations when making purchasing decisions. Despite the rise of social networking, 70% of marketers report having little understanding of social media conversations happening around their brand.


Oracle has invested in technologies that will help companies leverage social media technologies for their enterprise. Our suite of social products is collectively known as Social Relationship Management. Customers are using Social Relationship Management to get analytics to social media conversations around their brand, manage multiple social media channels while keeping their brand consistent, optimize internal workflows and processes, and create better customer relationships and experiences.

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