Wednesday Aug 29, 2012

Is There a Cloud Over OpenWorld?

OpenWorldIf you have been to OpenWorld in the past, you know it can be overwhelming or at least a bit "large." If this is your first time at OpenWorld, get ready! You are in for a big (or I should say HUGE) treat. The first thing you'll notice when you get to San Francisco is there are a lot of people, buses with "Oracle" posters, large exhibit halls filled with demos, games and tchotchkes from vendors with hot new solutions, and then there are the sessions. Yes, in fact there are over 2000 sessions.

How can you possibly sort through 2000 sessions to find the best 20 or so for you? Which are the 1% for you? We will try to help with some insight over the next few weeks. 

I'm going start at the highest level. Up in the Clouds! Since I know many people are looking for an update on The Oracle Cloud. We will drill down into the cloud and other topics for CRM and Customer Experience sessions in the next set of posts.

Below is a list of some of the Oracle executive keynotes during OpenWorld highlighting The Oracle Cloud and applications related topics (the full list is here). In these sessions you will get details on Oracle's strategy and how Oracle is changing the industry to help our customers be more efficient, effective and innovative.

Sunday, September 30 6:00pm - 7:00pm Larry Ellison: Hardware and Software, Engineered to Work Together: Why it's a Different Approach

Tuesday, October 2 8:45am - 9:45am Thomas Kurian: The Oracle Cloud: Oracle's Cloud Platform and Application's Strategy

Tuesday, October 2 3:30pm - 4:30pm Larry Ellison: The Oracle Cloud: Where Social is Built in

Thursday, October 4 9:45am - 10:45am Mark Hurd: See More, Act Faster: Oracle Business Analytics

We encourage you to also join the keynotes on the Oracle Database and Cloud Infrastructure and the fascinating partner keynotes, as well. Check the full list on the OpenWorld site.

Oh, if you haven't registered yet, what are you waiting for? OpenWorld Registration Details.

Thursday Aug 23, 2012

What is the ROI of Customer Experience?

By delivering exceptional customer experiences, companies can acquire new customers, retain more customers, and improve efficiency.

What would that be worth to your company? How we you evaluate the return on your investment?

This new report and webinar by the Temkin Group, based on a survey of top companies and 13,000 consumers across the US and the UK, explains how.

Want to learn more from global leaders of the Experience Revolution such as Anthony Lye, Seth Godin, and Bruce Temkin? Join us at the Customer Experience Summit at the Oracle OpenWorld Conference in San Francisco, October 3-5. Early Bird registration discounts end September 5.

Tuesday Aug 07, 2012

Forrester on How to Navigate the Future of Customer Service

How do you use customer service as a competitive advantage today? Are you struggling to balance cost management and customer satisfaction? The facts:

  • Eighty-six percent of customer service decision-makers say that a good customer experience is one of their top strategic priorities
  • Sixty-three percent say that they want their customer experience to be the best in their industry
  • Thirteen percent say that they want to be a leader in customer experience across all industries

Tune in to this informative, on-demand webcast with Forrester Research. Our speakers are Kate Leggett, Senior Analyst, Forrester Research, and John Perez, Customer Experience Strategist, Oracle RightNow. Kate Leggett is a leading expert on customer service strategies, as well as a published author on customer service trends and best practices. Her research focuses on helping organizations establish customer service strategies and deliver successful customer service projects. John Perez has extensive experience of working on customer experience programs with organizations across a range of industries. He works with Oracle RightNow clients to build customer experience strategies that improve efficiency and productivity, increase sales, and drive customer loyalty.

Thursday Aug 02, 2012

Customer Experience Headlines CRM Quarterly Newsletter

CRM NewsletterThe latest CRM Newsletter is hot off the "virtual" presses. Are you a subscriber? If not, click here to subscribe to any Oracle communications and receive the newsletter via email.

This quarter's Oracle CRM Newsletter features a number of articles on Customer Experience. Surprised? Probably not, as we've been paying a lot of attention to this critical subject in recent blog entries and events.

Want a brief overview explaining what Customer Experience is? The headline article is an interview with Jon Ekoniak, Oracle's vice president of applications marketing. Jon defines customer experience and why it is important to businesses.

If after reading the Q&A with Jon you are looking for more information, visit Oracle's Customer Experience website. But, if you are really ready to work on a successful customer experience initiative, attend Oracle's Customer Experience Summit @ OpenWorld on October 3-5 in San Francisco. This unique summit will bring together leading brands and experts to share their insights, success stories and lessons learned to help you and your organization succeed in the Experience Revolution. (Note: It does require a registration separate from OpenWorld)

Don't forget: The newsletter, distributed quarterly via email, consolidates recent information such as industry reports, press releases, customer success and upcoming events. It's not just Customer Experience. The newsletter also keeps you up to date on Fusion, Siebel, Commerce, Social and all of the related CRM offerings. So subscribe and stay informed!

Thursday Jul 26, 2012

Siebel Upgrade Lifts McKesson's Sales Efficiency and Performance

McKesson Corporation, currently ranked 14th on the FORTUNE 500, is a healthcare services and information technology company dedicated to making the business of healthcare run better. McKesson partners with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting. McKesson helps its customers improve their financial, operational, and clinical performance with solutions that include pharmaceutical and medical-surgical supply management, healthcare information technology, and business and clinical services.

In the video below, McKesson discusses how they completed a quick, complex upgrade from Siebel 7.8 to 8.1, which resulted in improved performance and increased efficiency in sales and business development.

Thanks to Tony and Sreeman for sharing this success story! To learn about Siebel and other Oracle CRM solutions, please click here

Thursday Jul 05, 2012

Oracle Customer Experience Summit @ OpenWorld

OpenWorldLast week in New York, Mark Hurd and Anthony Lye hosted the Experience Revolution announcing Oracle Customer Experience. Now we are announcing the chance for you to learn more about customer experience.

The Oracle Customer Experience Summit @ OpenWorld (October 3-5, separate registration required) is a new conference alongside OpenWorld in San Francisco bringing together leading brands and experts to share their insights, success stories and lessons learned to help you and your organization succeed in the Experience Revolution. You will learn about Oracle’s vision, strategy and complete solutions for customer experience and have access to interactive workshops and extensive networking opportunities.

In addition to the knowledge packed CRM sessions at OpenWorld (September 30 - October 4), the Customer Experience Summit provides additional opportunities to learn best practices, strategy and tips and tricks to differentiate your brand. Content tracks will focus on Chief Customer Officers, Marketing and Sales, Service and Support, and Commerce and Loyalty. 

It is now a full week of tactical and strategic learning and discussions with Oracle and industry experts.

Register for OpenWorld and the Customer Experience Summit now! Register for both together to get the package price. Early bird specials for both conferences expire on July 13th!

Thursday Jun 21, 2012

Banco Espírito Santo Increases Sales Campaign Success Rate with Siebel CRM

Banco Espírito Santo (BES), founded in 1869, is the second-largest private financial institution in Portugal with a 20.3% domestic market share, 2.1 million customers, and more than 700 in-country branches. It also has a strong international presence with operations in 23 countries and four continents.

With strong growth in its major markets, BES needed a modern, cost-effective, scalable, and reliable customer relationship management (CRM) solution for its retail operations. The bank wanted to optimize client relationship management and integrate all customer touch points and service channels to improve the success of its sales and marketing initiatives.

BES implemented the same CRM solution as many other leading banks: Oracle's Siebel CRM.

With Siebel CRM 8.1 and other Oracle solutions, BES significantly increased sales of its new financial products across all channels by up to 25%, and it expects to increase annual revenue by up US$4 million annually. It also improved the success rate of bank branch sales, marketing, and lead generation campaigns by nearly 10%.

“We are very happy with Oracle’s Siebel CRM applications. We already knew that this was the best solution available, but it has surpassed our best expectations,” said João Manaças, Customer Relationship Management Manager, Personal Marketing Department, Banco Espírito Santo.

Click here to learn more about BES's use of Siebel CRM.

Thursday May 31, 2012

Spirent Communications Improves Customer Experience with Knowledge Management

Spirent CommunicationsSpirent Communications plc is a global leader in test and measurement inspiring innovation within development labs, communication networks and IT organizations. The world’s leading communications companies rely on Spirent to help design, develop, validate, and deliver world-class network, devices, and services.

Spirent’s customers require high levels of support for a diverse and complex product portfolio, and the company is committed to delivering on this requirement. Spirent needed a solution to help its customers get the information they need quickly and at their convenience through its Web site.

After evaluating several solutions, Spirent selected and deployed Oracle Knowledge for Web Self Service Enterprise Edition. Oracle Knowledge Management uses natural language processing to understand the true intent of each inquiry logged via the support portal’s search function. The Spirent Knowledge Base on the company’s Customer Support Center (CSC) finds the best possible answer using search enhancement features―such as communications industry-specific libraries and federation to search external sources.

Spirent has reduced contact center call volume while better serving its customers. Each time a customer uses the knowledge base, they find answers faster than by calling, and it saves Spirent an average of US$210 per call―which is significant when multiplied across the thousands of calls received monthly. Oracle Knowledge also helps support engineers find answers more quickly, enabling the company to scale without adding additional support engineers. Oracle Knowledge is integrated with Spirent's Siebel Contact Center implementation to provide an integrated desktop for CRM and agent intelligence, avoiding the need for contact center personnel to toggle between various screens to address customer inquiries, thereby accelerating customer service.

Click here to learn more about Sprient's use of Siebel CRM and Oracle Knowledge Management.

Thursday Apr 12, 2012

Why The Athene Group Chose Fusion CRM

A guest post by Vikas Bhambri, Managing Partner, The Athene Group

This year, The Athene Group ( celebrated our tenth anniversary. The company has accomplished a lot in ten years overcoming a number of hurdles and challenges to have grown organically to a 150+ person global company with offices in the US, UK, and India and customers in the US, Canada, and Europe. Now more than ever with the current global landscape from an economic and competitive standpoint it was vital that we make some changes to remain successful for the next ten years. There were two key initiatives that we discussed internally that would enable us to successfully accomplish this – collaboration and the concept of “insight to action”.

With our existing Oracle CRM On Demand platform we had components of this but not the full depth and breadth that we were looking for. When we started to discuss Fusion CRM we immediately saw several next generation tools that would embrace these two objectives. For a consulting and development organization the collaboration required between business development and consulting delivery is as important as the collaboration required during the projects between the project delivery and account management teams. The Activity Streams functionality in Fusion CRM immediately addressed the communication of key discussion topics and exchanges around our clients. Of course when we saw the Oracle Social Network (which is part of our Fusion CRM roadmap) we were blown away. The combination OSN and our CRM is going to make us more effective as we discuss and work cohesively on client engagements – ensuring mutual success for both Athene and our clients.

When we looked at “insight to action” we saw that we had a great platform when folks were at their desks, unfortunately a lot of our business development and consulting folks are on the road. The Fusion Mobile Sales and Fusion Outlook Desktop provide information to our teams when they are on the go. So that they can provide real-time information and react to real-time information provided by their peers.

We are in the early stages of our transformative experience with Fusion CRM but we believe the platform along with our people and processes are going to help us achieve our goals in the future.

Friday Mar 30, 2012

Travelocity Delivers Superior Customer Experience and Reduces Operating Costs with Oracle RightNow

RightNowTurning the spotlight to our newest member of the CRM and Customer Experience (CX) family, RightNow, we highlight one of many customer success stories. 

Travelocity is a leading provider of consumer-direct travel services for the leisure and business traveler. It markets and distributes travel-related products and services directly to individuals through Travelocity and its various brand websites and contact centers, and websites owned by its supplier and distribution partners.

Before RightNow, Travelocity was running one system for its agent desktop and a separate email solution. Toggling between systems was inefficient and cumbersome. The RightNow contact center solution enables Travelocity to react at a moment’s notice and get customers the information they need before, during, and after their trip while maximizing agent productivity and driving revenue. Superior customer experience is one key reason why Travelocity continues to be a leader in the industry.

The RightNow contact center solution supports Travelocity across its global brands with multi-channel support to provide superior care however customers communicate with the company—via phone, email, web, chat or mobile.

Click here to learn more about Travelocity's use of Oracle RightNow and review other RightNow success stories.


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