Monday Sep 22, 2014

Do your customers know more than your agents? Shift the equation with this webcast Thurs., Sept. 25 at 2 pm ET featuring Amberleaf

Have you ever called a contact center and known more about the company’s products and services than the agent? Or been bounced around to several different agents before you got the right answer?

That’s a recipe for customer service disaster. Don’t let that happen to your organization.

Tune into this webcast on Thursday, September 25 at 11 am PT / 2 pm ET to become the Master Chef of modern customer service with best practices from Amberleaf President John Kariotis. 

Over the last 15 years, John has helped hundreds of companies transform their contact centers into modern customer service organizations.

He’ll share customer success stories – and pitfalls to watch out for – so you can accelerate your own success.

Register here

Saturday Sep 20, 2014

Why CPQ? Why Me?

Guest post by Peter Ostrow,VP & Research Group Director, Customer Management, Sales Effectiveness, Aberdeen Group

Welcome to the first of our five-blog journey focusing on the fast-growing niche of Configure / Price / Quote deployments. Many end-users consume our Sales Effectiveness market research and ask, “Is this or that technology a nice-to-have, or a must-have?” The answer depends entirely on the imperatives of each individual business, and the marching orders Sales Operations receives from management that guide its sales enablement strategies. Aberdeen’s newest research on the topic, soon to be published in “Got Friction? Workflow Fixes that Shorten the B2B Sales Cycle,” weighs in on the side of “must-have” when it comes to any technology enabler that is proven to remove barriers from closing B2B sales deals.

[Read More]

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]

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

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.

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

Wednesday May 30, 2012

Webcast: Navigating the Future of Customer Service

Customer service is set to change dramatically over the next five years – and now is the time to ensure you have the tools to help you succeed. On  Wednesday, June 13, join Oracle and Forrester Research to discover what the future holds and learn how you can:
  • Empower your agents
  • Delight your customers
  • Shape your customer service future
Our speakers are Kate Leggett, Senior Analyst, Forrester Research, and John Perez, Customer Experience Strategist, Oracle RightNow. Kate 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 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.

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