Thursday Sep 13, 2012

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 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 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.

Wednesday Jun 13, 2012

Communications: BSNL Unifies The Customer Experience

Hear how BSNL achieved a unified customer experience across channels.  BSNL is India's number one telecommunications operator with 70M mobile customers and 20M wired customers. They consolidated 330 different districts and customer experiences into a single customer experience across the contact center, web, email and SMS.  Click here to listen to their journey. Read more about Oracle Communications.

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.

Tuesday May 01, 2012

The Call Center Expo, Seattle, May 8-9

Oracle is proud to be a Platinum sponsor of the ICMI's Annual Call Center Exposition taking place May 8-9, 2012 in Seattle, WA – "The Global Gathering for the Contact Center Community." Visit Oracle in booth #505 to learn more about Oracle RightNow Web Experience, Oracle RightNow Contact Center Experience, Oracle RightNow Social Experience and Oracle Social Network, Oracle Knowledge Management, Siebel Field Service, Siebel Warranty Management, and Desktop Virtualization.

Also, don't miss this important Oracle-led education session: YOU and the CUSTOMER – The Winners are Defined by Great Customer Experience, featuring Brian Curran, Vice President, Oracle Customer Experience Strategy, Wednesday, May 9th from 10:15 a.m. - 11:00 a.m. Brian will explain why leading companies are investing in customer experience (CX) solutions that enrich all interactions between a customer and your company. He will discuss how CRM, Service, and Commerce solutions can be combined to create a great customer experience which accelerates new customer acquisitionmaximizing customer retention, improving operational efficiency and increasing total sales.

For more information or to register for the conference please click here.

Tuesday Apr 24, 2012

Grameenphone Completes Customer Calls 166% Faster, Grows Subscriber Base by 56% in Two Years

 

Grameenphone is Bangladesh’s leading mobile telecommunications service provider whose subscriber base consists of prepaid (97%) and postpaid (3%) cell phone users.  The company operates more than 13,000 cell phone base stations at approximately 7,000 locations across Bangladesh and has about 5,000 employees.  

Until late 2009, Grameenphone used approximately 40 applications to manage customer interactions, billing, and campaign management functions for its cell phone subscribers. These applications were not integrated, which meant it took too long for the contact center staff—who had to switch between multiple screens—to handle customer calls. Grameenphone also believed its customer churn rate (the proportion of subscribers who leave during a given time period) was related to product offers not being targeted enough to subscribers.

Grameenphone engaged Oracle Partner Wipro to deploy Siebel customer relationship management (CRM) products. The CRM system enabled fast and effective order management, reduced call handling times and subscriber churn rates, increased the number of targeted marketing campaigns that can be created each month, and helped convert more leads into paying customers. Customer data such as names, addresses and transaction information are stored in the Oracle Database 11g.

“The Siebel CRM and communications system helped us create more targeted campaigns and has improved customer service, which played a key role in the 56% growth of our subscriber base to 36 million in two years,” said Asif Naimur Rashid, general manager and head of enterprise planning, Grameenphone.  Read the full customer story here.

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!

Tuesday Apr 03, 2012

Going Direct to Consumer in Consumer Goods – Live Webcast April 12

Going Direct to Consumer is top of mind with executives in the Consumer Goods (CG) industry today.  

Join our live webcast on Thursday, April 12 to learn what CG companies worldwide are thinking as they deploy their direct-to-consumer strategies in an effort to better engage with today’s empowered consumer. Hear Jon Copestake, Chief Consumer Goods Analyst of the Economist Intelligence Unit and Oracle to discuss the findings and industry trends. Some key findings include:

  • Pushing traditional media through new media channels is not enough to reach today’s more plugged in, product-savvy consumer
  • CG companies are experimenting with new ways to establish and enhance direct, two-way relationships with their target consumers across multiple channels
  • Survey respondents and other CG executives see their nascent e-commerce efforts as complimentary to, not competing with, existing retail channels.

Register to attend on April 12, 8:00 a.m. PT / 11:00 p.m. ET  

Tuesday Feb 28, 2012

Consumer Goods Companies Are Increasingly Going Direct to Consumers

 

Economist Intelligence Unit Survey Reveals Consumer Goods Companies are Experimenting More with Mobile and Social Media to Engage with and Sell Directly to Consumers

A recent study conducted by the Economist Intelligence Unit (EIU) and sponsored by Oracle Consumer Goods found that Consumer Goods (CG) companies are increasingly experimenting with new ways to establish and enhance direct, two-way relationships with consumers.

The report found that the use of social and mobile channels are increasingly helping CG companies become more comfortable with the direct-to-consumer selling model, with the number of companies selling products directly to consumers expected to increase from 24 percent to 41 percent over the next 12 months. In addition, 74 percent of CEO-level respondents say social media is a priority for increasing loyalty over the next 12 months.

Despite the growing social and mobile marketing trend, survey respondents and other CG executives see their nascent e-commerce efforts as complementary to, not competing with, existing retail channels, but are committed to expanding their direct-to-consumer strategies. A full copy of the results is available here: “New Directions: Consumer Goods Companies Hone a Cross-Channel Approach to Consumer Marketing” report

Read more perspectives about the study from Brandchannel and Oracle.

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