Friday Feb 22, 2013

Not All Knowledge Management Systems Are Created Equal

You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps increase their productivity and ability to satisfy customers. And how giving consumers access to your knowledge base online help them serve themselves, so they get fast, accurate answers.

But what you may not know is that all Knowledge Management systems aren’t created equal. Many traditional Content Management Systems (CMS) allow you only to create and post content with limited search capabilities. That’s not enough for today’s digital generation of customers who demand the right answer at the right time through any channel or device. And, it’s not enough for today’s contact center agents who handle increasingly complex service requests coming through multiple touchpoints—web, social and mobile.

So what kind of knowledge management solution enables you to provide customers with the right answer at the right time? One that is smart enough to:

  • Determine the context of a customer’s online search to guide him or her to relevant content or troubleshooting
  • Search across multiple sources inside and outside the organization to find the most relevant answers
  • Integrate with your CRM and other mission-critical applications for seamlessly end-to-end service processes
  • Rapidly scale across your enterprise to meet changing business and customer needs
  • Provide analytics for continual knowledge improvement

Oracle’s Knowledge Solutions provide all the above and more. Just look at the results of our customers:

  • Jackson Hewitt’s just-in-time knowledge has increased its tax agents' productivity and decreased their training time by 15-20%
  • Vertafore’s agent knowledge base has reduced Mean Time To Resolution by 30%
  • Lantronix’s searchable knowledge answers on its support site have reduced calls and emails by 40%.

 

Learn more about Oracle’s Knowledge Solutions on our website or attend a CloudWorld event near you. 

Wednesday Oct 05, 2011

5 Keys to Building a Successful CRM Strategy

OOW logoSix megatrends that are disrupting business as usual are customer-driven and cross-channel interactions, cloud computing, pervasive mobility, real-time decisions, and social media.

As Kirk Mosher shared in the OpenWorld CRM session on "Building a Successful CRM Strategy," five keys to CRM success are in the areas of industry, insight, innovation, integration, and infrastructure.

Learn more about this and other sessions by browsing our full content catalog. Registration is still open for the final sessions of Oracle OpenWorld 2011, San Francisco, October 2-6. We look forward to seeing you at OpenWorld!

Saturday Oct 01, 2011

What to See at OpenWorld for CRM and eCommerce

OOW logoYou can browse the OpenWorld content catalog via our mobile app or by visiting www.oracle.com/openworld.

Better yet, view our full "Focus On" program guides for CRM and eCommerce, where we have aggregated key information on all of these great sessions and demos into  convenient reference guides

Learn more and register now for Oracle OpenWorld 2011, San Francisco, October 2-6. View CRM Conference activities, browse our Focus On CRM program guides and full content catalog, and build your online / mobile schedule. We look forward to seeing you at OpenWorld!

Capitalize on Technology Disruptions

OOW logo

Don't miss this thought-provoking CRM General Session: How Technology Disruptions Catalyze Customer Relationships!

Led by CRM thought leader and Oracle senior vice president of CRM, Anthony Lye, this session will discuss ways that you can catalyze customer relationships to take your business to the next level.

Furthermore, this OpenWorld General Session will include demos of current and next-generation Oracle CRM technology that can help turn 'disruptions' into competitive advantages. When? Monday, October 3, 12:30-1:30 p.m. Where? Moscone West Conference Center, Room 2002. What? Session ID 18024 -- How Technology Disruptions Catalyze Customer Relationships.

Learn more and register now for Oracle OpenWorld 2011, San Francisco, October 2-6. View CRM Conference activities, browse our Focus On CRM program guides and full content catalog, and build your online / mobile schedule. We look forward to seeing you at OpenWorld!

Thursday Sep 22, 2011

How to Increase Sales? Learn from the Experts at Oracle Open World 2011

OOW logoHere are some great opportunities to learn from the experts about how to increase sales. You will hear success stories, learn about proven best practices, and gain insights from thought leaders.

 Tuesday, October 4th, 2011


 11:45 am – 12:45 pm Increasing Sales Effectiveness and Closing More Deals with Oracle's Complete CRM for Sales
Kirk Mosher, Divya Malik, Oracle
Moscone West
Room 2012
 1:15 pm – 2:15 pm Best Practices to Maximize User Adoption Rates for Siebel Sales Implementations
Stephen Fioretti, Oracle; Philip Philippides, Cognizant; Jerry Lekhter, Intuit; Jeff
Mackay, GE Healthcare
Moscone West
Room 2003

 3:30 pm – 4:30 pm Integrated Sales and Marketing in the Cloud with Oracle CRM On Demand
Justin Anderson, Sundeep Parsa, Oracle
Moscone West
Room 2005
 3:30 pm – 4:30 pm
Making Sales Reps More Effective and Efficient with Oracle Fusion CRM Sales
Wiebke Wiedemann, Rachel Scales, Oracle; Lynne Herbert, Green Mountain Coffee
Roasters
Moscone West
Room 3016
 5:00 pm – 6:00 pm Optimize Sales Planning and Sales Performance with Oracle Fusion CRM
Francis Chang, Len Wolfenstein, Oracle
Moscone West
Room 3016
 Wed Oct 5th, 2011

 11:45 am – 12:45 pm Oracle's CRM for Life Sciences: Strategies for Sales Innovation
Piers Evans, Raj Aggarwal, Charles Knapp, Oracle
Westin Market
Stanford Room
 5:00 pm – 6:00 pm Increase Sales Partner Effectiveness and Efficiency with Oracle’s PRM Solutions
Stephen Fioretti, Oracle; Scott Rowell, Optus
Moscone West
Room 2010
Thursday, October 6th, 2011


 9:00 am – 10:00 am Attain Superior Sales Performance Through Oracle’s Insight-Driven Sales
Analytics Anand Dodd, Oracle; Rashmi Grover, Experian
Intercontinental
Hotel, Grand
Ballroom A
10:30 am – 11:30 am
Life Sciences CRM On Demand for Sales Force Effectiveness
Piers Evans, Jennifer Cain, Oracle
Westin Market St.
Franciscan II Room
 1:15 pm – 2:15 pm
Offline Sales Force Automation Client for Life Sciences
Arvindh Balakrishnan, Harsha Murthy, Oracle, Alok Verma, ITC Infotech
Westin SF Hotel
Franciscan II Room
1:15 pm – 2:15 pm
Transforming LSP Sales, Rating, and Operations with Siebel CRM / Oracle Transportation Management
Sundar Swaminathan, Greg Smith, Oracle
Westin SF Hotel
Concordia Room

Learn more and register now for Oracle OpenWorld 2011, San Francisco, October 2-6. View CRM Conference activities, browse our Focus On CRM program guides and full content catalog, and build your online / mobile schedule. We look forward to seeing you at OpenWorld!

Wednesday Sep 21, 2011

Get Social -- Social CRM Customer Advisory Board at Oracle OpenWorld 2011

It is our pleasure to invite you to the inaugural meeting of the Social CRM Customer Advisory Board meeting. Join the Social CRM team and other customers at Oracle Open World for this exciting event to learn about our Social CRM roadmap. This event is a great opportunity to share experiences and ideas about Social Media and Collaboration Tools in the Enterprise.

We look forward to having you join us on Sunday, October 2, 2011 from 12 p.m. – 4 p.m. Space is limited so RSVP soon for location and event details. For additional information, contact: marta.studinger@oracle.com.

Learn more and register now for Oracle OpenWorld 2011, San Francisco, October 2-6. View CRM Conference activities, browse our Focus On CRM program guides and full content catalog, and build your online / mobile schedule. We look forward to seeing you at OpenWorld!

Tuesday Sep 20, 2011

Oracle OpenWorld: Top CRM Sessions

OOW logoLearn and connect at these top, valuable CRM sessions:

CRM General Session: How Technology Disruptions Catalyze Customer Relationships, Monday, October 3, 12:30 p.m , Moscone West, Room 2002. Often, the most significant economic and technological advancements have come to those who seize, rather than shy away from, 'disruptive' elements. Led by Anthony Lye, senior vice president of Oracle CRM, this session will include demos of current and next-generation Oracle CRM technology that can help turn 'disruptions' into competitive advantage.

Oracle ATG Web Commerce Product Overview and Roadmap, Monday, October 3, 2:00 p.m, Moscone West, Room 2012. Learn how Oracle ATG Web Commerce powers Web, mobile, social, and other selling channels with an engaging and consistent customer experience. And hear how ATG applications are being integrated into Oracle's broader CRM, Retail, and Fusion Middleware offerings.

Oracle Fusion Customer Relationship Management Overview, Strategy, and Roadmap, Tuesday, October 4, 1:15 p.m, Moscone West, Room 3002. Gain a deeper understanding of Oracle Fusion CRM, and learn how Oracle's commitment to innovation is driving a wide range of future enhancements.

Oracle CRM On Demand Product Strategy and Roadmap, Monday, October 3, 5:00 p.m, Moscone West, Room 2005. Hear directly from Oracle experts about future product plans and how Oracle is committed to accelerating the pace of innovation and value to its customers.

Siebel CRM Product Strategy and Roadmap, Monday, October 3, 3:30 p.m, Moscone West, Room 2003. Hear Oracle experts discuss recent innovations and future product plans for the industry's most powerful cloud-based customer relationship management solution.

Customer Panel: A Journey to Customer Advocacy with Oracle's CRM Service, Tuesday, October 4, 11:45 a.m, Moscone West, Room 2003. Hear directly from leading organizations that are using Oracle CRM solutions to deliver exceptional service -- and build valuable customer advocates for their business.

Customer Panel: Achieving Success with Oracle CRM On Demand, Monday, October 3, 3:30 p.m, Moscone West, Room 2005. Learn how leading organizations are maximizing their ROI in Oracle CRM On Demand, including implementation best practices that avoid common risks of software implementations.

Customer Panel: Innovations, Tips, and Best Practices for Siebel CRM, Monday, October 3, 2:00 p.m, Moscone West, Room 2010. Panelists share real-world best practices, ways to maximize ROI by upgrading to the latest release, and strategies to empower employees to more profitably engage customers.

Learn more and register now for Oracle OpenWorld 2011, San Francisco, October 2-6. View CRM Conference activities, browse our Focus On CRM program guides and full content catalog, and build your online / mobile schedule. We look forward to seeing you at OpenWorld!

This content is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Monday Sep 19, 2011

Oracle OpenWorld: Hot CRM Topics

OOW logoWith nearly 120 sessions, the CRM track at Oracle OpenWorld 2011 will deliver unprecedented insight into Oracle’s CRM portfolio—including the latest developments in Oracle Fusion CRM, cloud-based CRM, and key acquisitions like ATG and InQuira. Other hot topics at this year's conference are expected to include eCommerce, mobile CRM, and real-time decision-making.

Starbucks, Dell, and British Columbia are among the high-profile Oracle CRM customers who will present at the conference, taking place in San Francisco October 2-6. In addition to individual sessions, attendees can get live, hands-on experience at 24 demo pods devoted to CRM solutions. They can also explore a variety of partner offerings at the CRM Pavilion and interact with experts in the CRM Lounge. In addition, there will be a private reception for senior executives on Tuesday evening and a Chief Sales Executive Summit on Wednesday.

Learn more and register now for Oracle OpenWorld 2010. View CRM activities, browse our Focus On CRM program guides and full content catalog, and build your online / mobile schedule. We look forward to seeing you at OpenWorld!

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
19
20
21
22
23
24
25
26
27
28
29
30
   
       
Today