Wednesday Dec 12, 2012

Avoiding the Black Hole of Leads

Sales says, "Marketing doesn’t deliver enough qualified leads. So, we generate 90% of our own leads." Meanwhile, Marketing says, "We generate most of the leads. But, Sales doesn’t contact them quickly enough, while the lead is still interested." According to Sirius Decisions:

  • Up to 90% of leads never make it to closure
  • Sales works on only 11% of the leads supplied by Marketing
  • Only 18% of the leads Sales accepts convert to opportunities
  • Yet, 45% of prospects typically buy a product from someone within 12 months

The root cause of these commonplace complaints is a disconnect between the funnels of marketing and sales. Unfortunately, we often see companies with an assortment of poorly integrated marketing tools. It takes too long and too many people to move the data around, scrub it, upload it from one system to another, and get it routed to the right sales teams. As a result, leads fall through the cracks, contextual information is lost, and by the time sales actually contacts a customer it may be too late.

Sales automation alone is not enough. Marketing automation (including social) is not enough. Sales and Marketing must work together. It’s time to connect the silos of marketing and sales pipelines and analytics. It’s time for integrated Sales and Marketing automation.

Integrated pipelines improve lead quality and timeliness. Marketing systems can track a rich set of contextual information about a prospect–self-disclosed information about interests, content viewed, and so on. This insight can equip the sales rep with rich information to make a face-to-face conversation more relevant and more likely to convert to the next stage in the sales process.

Integrated lead to revenue (LTR) management provides end-to-end visibility, enabling the company to measure what is working. Marketing can measure its impact on revenue and other business outcomes, and sales can harness and redirect marketing investments to areas where they most help achieve sales objectives. It’s a win-win play. Marketing delivers more leads that are qualified, cuts cost per lead, and demonstrates a strong Return on Marketing Investment (ROMI). Sales spends more time with warm leads and less time on cold calls, achieves higher close rates, and delivers more revenue.

Learn more by attending our Integrated Sales and Marketing session at the upcoming CloudWorld conferences. Or, visit our Sales and Marketing Cloud Service site for videos and other learning resources.

Wednesday Nov 07, 2012

Integrating Social, Marketing, and Loyalty to Deliver Great Customer Experiences

Eighty nine percent of consumers quit a brand after one bad experience. With the high cost of acquiring new customers, what can brand leaders do? At the Loyalty World Conference this week in London, global business leaders such as the co-founder of Ben & Jerry’s shared the latest in how to retain customers and boost advocacy.

Melissa Boxer and Sundar Swaminathan of Oracle shared that by taking an outside-in approach, you can deliver a differentiated, loyalty-building experience throughout the customer lifecycle, from researching and selecting through to using and recommending. To transform customer experiences, you need to integrate your brand’s social, marketing, and loyalty functions from the commonplace silos. Three key strategies:

  • Know more and understand, unifying and capturing insights across touch points to better understand who to serve, how to serve, and when to serve. 
  • Connect and engage across social and traditional channels, empowering a relationship ecosystem between social communities, customers, and employees.
  • Make the personalized experience easy and rewarding.

Visit us on to learn more useful highlights from the #lwconf conference.

Thursday Nov 01, 2012

Europe's Largest Customer Engagement Conference

What have Ben & Jerry's, HSBC, Innocent, LoveFilm, Oracle, Orange, Virgin, and other leaders learned about innovating to build customer loyalty? Loyalty World will help you better understand, engage and retain your customers. For example, Oracle's Melissa Boxer will deliver a Keynote on "Integrating Social, Marketing, and Loyalty to Deliver Great Customer Experiences." Sundar Swaminathan will speak on "Powering Rich Cross-Channel Customer Experiences with Next-Gen Loyalty Programs." You'll learn best practices from global thought leaders who are producing real results. Learn more about the Conference.

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.

[Read More]

Friday Jul 20, 2012

Learn More About the Experience Revolution

When customers deal with your company, they want simple, consistent, and relevant experiences. Most successful companies would say that they try to create a good customer experience and have already invested in the systems, people, and training to develop it.

So what’s missing? Why is it becoming more difficult to meet customer expectations? What strategies will help your company differentiate itself in the view of your customers?

Join Oracle for an educational live event: the Customer Experience Online Forum, July 31, 2012, 8:00 AM to 1:00 PM Pacific.

Learn from Bruce Temkin, a leading expert in customer experience, Anthony Lye, SVP of Oracle CRM, Marriott International, Nikon and other thought leaders about the ROI of customer experience, what strategies leading brands use now to win over customers, and how Oracle solutions can help you succeed in the Experience Revolution.

Register now to join all or part of this informative, half-day live event. 

Thursday Jun 21, 2012

Experience the Revolution

Bold shifts in consumer power and influence have created an Experience Revolution! Is your business ready? Join Oracle President Mark Hurd in New York City on 6/25 to find out! 

Tuesday Jun 19, 2012

What Is the Experience Revolution – and Why Does it Matter?

Customer experience is how your customer perceives the sum of their interactions with your organization throughout their buying, service delivery, and ownership experiences. In our highly connected online, phone, social, and mobile interactions, it’s easy to lose a dissatisfied customer – who can readily dissuade future customers. Nevertheless, great brand experiences still deliver top margins and low-cost repeat business.

The Experience Revolution seamlessly connects customer-facing interactions with employee-facing CRM transactions. While your organization has invested in some of these capabilities, how well do the pieces work for your customers?

Is it time for your organization to join the Experience Revolution? We invite you to join Oracle President Mark Hurd for an incredible, educational evening on June 25, from 6:00 – 9:00 p.m. in New York City.  Attend to see and learn:

  • What leading brands do to win over customers
  • How to unlock the value of customer experiences
  • The bottom-line effect of great experiences
  • Why doing nothing is not an option

Sunday Apr 22, 2012

Make the Most of Your CRM Implementation with the Customer Concepts TV Show

Eliminate the guesswork in your sales organisation by joining Customer Concepts TV, 24 April,  11am CET / 10am BST. Strategies will be examined to help you make the most out of your CRM implementation. Watch this video for more information:

Friday Apr 20, 2012

Eliminate the Guesswork in Your Sales Organization:
EMEA Customer Concepts TV Show

Selling is the lifeblood of every business. In the past, companies would increase headcount to boost sales. In today’s business environment, companies need to re-evaluate the way in which they sell. Sales and marketing organisations must optimize performance, increase team productivity and focus on the best opportunities.

Oracle Fusion CRM has been specifically designed with tools to help sales and marketing teams improve efficiency and drive revenue. Territory modeling and management, quota and commission management, collaborative features, real-time customer information and mobile device integration are just some features incorporated.

Join us on Customer Concepts TV as we aim to help you find the right strategy for your enterprise. Whether you already have a CRM solution in place or are looking for the next level of CRM implementation, this online TV show will give you very practical advice that can help you to make the most out of your CRM implementation.

Register now to preview the show and reserve your spot for this exclusive, live-stream event. Customer Concepts TV comes to you on 24 April, 11am Central European Time / 10am BST.

Sell smarter with Fusion CRM in the cloud.

Wednesday Apr 18, 2012

See Oracle CX and CRM at Collaborate 2012 in Las Vegas

The Collaborate conference takes place next week, April 22-26, in Las Vegas at the Mandalay Bay Convention Center. You'll see some great speakers, such as Oracle's CIO, Mark Sunday, speaking on IT at Oracle: The Art of IT Transformation to Enable Business Growth. Another great speaker is Captain Mark Kelly, Commander of the Space Shuttle Endeavor.

But that's not all. We will have great CRM/CX sessions and product demos. Our sessions will present overviews and roadmaps about Fusion, Siebel, and mobile CRM applications. Our demos will present Fusion CRM and Oracle Optimized Solutions, Customer Experience (CX) for Commerce and Marketing, and CX for Service and Support. The CX demos will showcase Oracle Commerce (ATG), Oracle Guided Search and Navigation (Endeca), Oracle Knowledge (InQuira), and RightNow CX.

Learn more and plan to join us!


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