Tuesday Apr 08, 2014

3 Secrets to Innovation...and why we believe we were were recognized by an independent analyst firm By David Vap

Innovation starts with seeing things differently than others. It starts with looking at a problem, and finding a way to dramatically change for the better.

Benjamin Franklin knew that. Ben wasn’t just a great visionary, he was a practical experimenter. He focused on needs—such as saving lives—when he invented the lightning rod. He understood the complex nature of electricity, and transformed that knowledge into a real, practical solution that helped everyone. He said it best, “well done is better than well said.”

That’s why Benjamin Franklin inspires us. While our innovation focus is a little different, we value connecting the dots between seeing a possibility and doing something about it. Customer Service is mission critical, and it’s hard to do really well. Real people are impacted every day when they can’t get their needs met – from the serious to the whimsical. From the need to know when your medication shipment arrives at your house to returning that shirt that was a size too small.

Our 3 secrets of innovation? 1) Focus on making what’s hard simple. 2) Solve real problems for real people. 3) Don’t just spin a good vision. Do something about it.

[Read More]

Tuesday Nov 19, 2013

Welcome to the Era of Customer Experience

Many years back, Oracle started on a journey to provide the best Customer Experience (CX) solutions in the industry. While this vision was extraordinary, the reality amongst our customer base was even more complex. [Read More]

Thursday Nov 15, 2012

Improved Customer Experience, but at what Cost?

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.

Thursday Sep 13, 2012

Why Deliver Customer Service in the Cloud?

In volatile, competitive markets, delivering exceptional service across channels is essential. But delivering world-class service on tight budgets, and deliving improvements quickly, is a tough challenge. That's why so many of the world's most successful organizations choose to deliver customer service in the cloud.

Example: Michele Watson, VP of Global Customer Care at Match.com, says Oracle's service in the cloud "helps our customer receive the support they need in real time, our contact center agents be more productive and helpful, and our executive and product development teams receive detailed feedback to continue our improve our customers' experience." Learn more here about why you should consider delivering customer service in the cloud

What to "CRM" in San Francisco? CRM Highlights for OpenWorld '12

There is plenty to SEE for CRM during OpenWorld in San Francisco, September 30 - October 4!

As I mentioned in my earlier post about some of the keynote sessions, Is There a Cloud Over OpenWorld?, I'm going try to highlight some key sessions to help you find the best sessions for you. Interested to find out where Oracle CRM products are headed, then find your "roadmap" session. Here are some of the sessions in the CRM Track that you might want to consider attending for products you currently own or might consider for the future. I think you'll agree, there is quite a bit of investment going on across Oracle CRM.

Please use OpenWorld Schedule Builder or check the OpenWorld Content Catalog for all of the session details and any time or location changes. Tip: Pre-enrolled session registrants via Schedule Builder are allowed into the session rooms before anyone else, so Schedule Builder will guarantee you a seat. Many of the sessions below will likely be at capacity.

Anthony Lye, SVP, OracleGeneral Session: Oracle Fusion CRM—Improving Sales Effectiveness, Efficiency, and Ease of Use (Session ID: GEN9674) - Oct 2, 11:45 AM - 12:45 PM. Anthony Lye, Senior VP, Oracle leads this general session focused on Oracle Fusion CRM. Oracle Fusion CRM optimizes territories, combines quota management and incentive compensation, integrates sales and marketing, and cleanses and enriches data—all within a single application platform. Oracle Fusion can be configured, changed, and extended at runtime by end users, business managers, IT, and developers. Oracle Fusion CRM can be used from the Web, from a smartphone, from Microsoft Outlook, or from an iPad. Deloitte, sponsor of the CRM Track, will also present key concepts on CRM implementations.

Oracle Fusion Customer Relationship Management: Overview/Strategy/Customer Experiences/Roadmap (CON9407) - Oct 1, 3:15PM - 4:15PM. In this session, learn how Oracle Fusion CRM enables companies to create better sales plans, generate more quality leads, and achieve higher win rates and find out why customers are adopting Oracle Fusion CRM. Gain a deeper understanding of the unique capabilities only Oracle Fusion CRM provides, and learn how Oracle’s commitment to CRM innovation is driving a wide range of future enhancements.

RightNowOracle RightNow CX Cloud Service Vision and Roadmap (CON9764) - Oct 1, 10:45 AM - 11:45 AM. Oracle RightNow CX Cloud Service combines Web, social, and contact center experiences for a unified, cross-channel service solution in the cloud, enabling organizations to increase sales and adoption, build trust, strengthen relationships, and reduce costs and effort. Come to this session to hear from Oracle experts about where the product is going and how Oracle is committed to accelerating the pace of innovation and value to its customers.

Siebel CRM Overview, Strategy, and Roadmap (CON9700) - Oct 1, 12:15PM - 1:15PM. The world’s most complete CRM solution, Oracle’s Siebel CRM helps organizations differentiate their businesses. Come to this session to learn about the Siebel product roadmap and how Oracle is committed to accelerating the pace of innovation and value for its customers on this platform. Additionally, the session covers how Siebel customers can leverage many Oracle assets such as Oracle WebCenter Sites; InQuira, RightNow, and ATG/Endeca applications, and Oracle Policy Automation in conjunction with their current Siebel investments.

Fusion CRMOracle Fusion Social CRM Strategy and Roadmap: Future of Collaboration and Social Engagement (CON9750) - Oct 4, 11:15 AM - 12:15 PM. Social is changing the customer experience! Come find out how Oracle can help you know your customers better, encourage brand affinity, and improve collaboration within your ecosystem. This session reviews Oracle’s social media solution and shows how you can discover hidden insights buried in your enterprise and social data. Also learn how Oracle Social Network revolutionizes how enterprise users work, collaborate, and share to achieve successful outcomes.

Oracle CRM On DemandOracle CRM On Demand Strategy and Roadmap (CON9727) - Oct 1, 10:45AM - 11:45AM. Oracle CRM On Demand is a powerful cloud-based customer relationship management solution. Come to this session to learn directly from Oracle experts about future product plans and hear how Oracle is committed to accelerating the pace of innovation and value to its customers.

Knowledge Management Roadmap and Strategy (CON9776) - Oct 1, 12:15PM - 1:15PM. Learn how to harness the knowledge created as a natural byproduct of day-to-day interactions to lower costs and improve customer experience by delivering the right answer at the right time across channels. This session includes an overview of Oracle’s product roadmap and vision for knowledge management for both the Oracle RightNow and Oracle Knowledge (formerly InQuira) product families.

Oracle Policy Automation Roadmap: Supercharging the Customer Experience (CON9655) - Oct 1, 12:15PM - 1:15PM. Oracle Policy Automation delivers rapid customer value by streamlining the capture, analysis, and deployment of policies across every facet of the customer experience. This session discusses recent Oracle Policy Automation enhancements for policy analytics; the latest Oracle Policy Automation Connector for Siebel; and planned new capabilities, including availability with the Oracle RightNow product line.

There is much more, so stay tuned for more highlights or check out the Content Catalog and search for your areas of interest. Which session are you most interested in? Make your suggestions! But no voting for Pearl Jam or Kings of Leon. Those are after hours! 

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!

About

The place to get informed about customer experience and how it impacts your success.

Stay Connected


Subscribe
Subscribe to our RSS feed.

Search

Archives
« April 2014
SunMonTueWedThuFriSat
  
1
4
5
6
9
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
   
       
Today