Monday Dec 17, 2012

How to Set Up Your Enterprise Social Organization?

The rush for business organizations to establish, grow, and adopt social was driven out of necessity and inevitability. The result, however, was a sudden, booming social presence creating touch points with customers, partners and influencers, but without any corporate social organization or structure in place to effectively manage it.

Even today, many business leaders remain uncertain as to how to corral this social media thing so that it makes sense for their enterprise.

Imagine their panic when they hear one of the most beneficial approaches to corporate use of social involves giving up at least some hierarchical control and empowering employees to publicly engage customers. And beyond that, they should also be empowered, regardless of their corporate status, to engage and collaborate internally, spurring “off the grid” innovation.

An HBR blog points out that traditionally, enterprise organizations function from the top down, and employees work end-to-end, structured around business processes. But the social enterprise opens up structures that up to now have not exactly been embraced by turf-protecting executives and managers. The blog asks, “What if leaders could create a future where customers, associates and suppliers are no longer seen as objects in the system but as valued sources of innovation, ideas and energy?”

What if indeed? The social enterprise activates internal resources without the usual obsession with position. It is the dawn of mass collaboration.

That does not, however, mean this mass collaboration has to lead to uncontrolled chaos. In an extended interview with Oracle, Altimeter Group analyst Jeremiah Owyang and Oracle SVP Reggie Bradford paint a complete picture of today’s social enterprise, including internal organizational structures Altimeter Group has seen emerge.

One sign of a mature social enterprise is the establishing of a social Center of Excellence (CoE), which serves as a hub for high-level social strategy, training and education, research, measurement and accountability, and vendor selection. This CoE is led by a corporate Social Strategist, most likely from a Marketing or Corporate Communications background.

Reporting to them are the Community Managers, the front lines of customer interaction and engagement; business unit liaisons that coordinate the enterprise; and social media campaign/product managers, social analysts, and developers. With content rising as the defining factor for social success, Altimeter also sees a Content Strategist position emerging.

dandelion modelAcross the enterprise, Altimeter has seen 5 organizational patterns. Watching the video will give you the pros and cons of each.

Decentralized - Anyone can do anything at any time on any social channel.

Centralized – One central groups controls all social communication for the company.

Hub and Spoke – A centralized group, but business units can operate their own social under the hub’s guidance and execution. Most enterprises are using this model.

Dandelion – Each business unit develops their own social strategy & staff, has its own ability to deploy, and its own ability to engage under the central policies of the CoE.

Honeycomb – Every employee can do social, but as opposed to the decentralized model, it’s coordinated and monitored on one platform.

The average enterprise has a whopping 178 social accounts, nearly ¼ of which are usually semi-idle and need to be scrapped. The last thing any C-suite needs is to cope with fragmented technologies, solutions and platforms. It’s neither scalable nor strategic.

The prepared, effective social enterprise has a technology partner that can quickly and holistically integrate emerging platforms and technologies, such that whatever internal social command structure you’ve set up can continue efficiently executing strategy without skipping a beat.

@mikestiles

Sunday Dec 16, 2012

RightNow stunning references: Spotlight on "The Boston Globe"

The Boston Globe’s World Class Contact Center Improves Customer Service and Retention with Oracle Web, Mobile, and Social Media Solutions.

“Oracle RightNow solutions help us deliver exceptional customer support to both print customers and our technology-savvy digital customers. Whether customers are chatting online with an agent or finding answers from their mobile devices, Oracle RightNow solutions help our clients get the information they need anytime, anywhere.” ‒ Robert Saurer, Director of Customer Care and Marketing, The Boston Globe

Read the full Press Release here

81% of European Shoppers Willing to Pay More for Better Customer Experience

Customer Experience provides strategic driver for business growth

  • Research released today from Oracle has revealed that customer experience is now a key driver for revenue growth in Europe, and an effective channel for brand differentiation in a globalized economy where products and services are increasingly commoditized.
  • The research report, “Why Customer Satisfaction is No Longer Good Enough, reveals that 81% of consumers surveyed are willing to pay more for superior customer experience. With nearly half (44%) willing to pay a premium of more than 5%.
  • Improvement of the overall customer experience (40%), providing quick access to information and making it easier for customers to ask questions (35%) were cited as key drivers for spending more with a brand.
  • The pan-European research, carried out in June 2012 by independent research company Loudhouse, surveyed 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer service department in the last 12 months.
  • For full research findings please go to: http://bit.ly/UwmB3j or check the Press Release

Monday Dec 10, 2012

Fusion CRM ISV program is gaining weight: Examples of certified add-on's

The Fusion CRM ISV program is gaining traction. Please find below few examples of the partners having certified their add-on's to seamlessly work on top of Oracle Fusion CRM. For more information, please contact richard.lefebvre@oracle.com

·         Opportunity-to-Quote.  Big Machines now integrates seamlessly to Oracle Fusion CRM, enabling customers with complex products and services and multiple sales channels to streamline the entire opportunity-to-quote process, including product selection, configuration, pricing, quoting, and approval workflows.  Create a custom hyperlink in the Opportunity to invoke Big Machines CPQ application to create a quote and sync up with the Fusion CRM custom quote object using the CRUD operations. The quote can be updated using the custom button in the custom tab in the opportunity details. See: http://www.bigmachines.com/oracle.php 

·         SaaS Billing and Subscription Management.  Is your prospect/customer asking whether top billing partners support Fusion CRM?  Positioning an integrated CRM solution for billing usage and subscription based services?  Need to implement a billable solution on the Oracle Java Cloud Service?  Aria Systems and Zuora have recently engaged with Oracle to deepen their integrations to Fusion CRM and team with Oracle for joint opportunities. 

·         Google Apps, SharePoint, Email-CRM Integrations

o   Do your prospects use Google Apps in their business operations?  A “Best of AppExchange” award winner recently completed their integration for Fusion CRM.  CirrusInsight plugs Fusion CRM web services directly into Gmail, allowing you to search existing opportunity or contact, provide account information, and create an interaction such as phone call, appointment, or email against a customer or contact in Fusion CRM directly from Gmail. 

o   An EMEA / France based partner, Aryvart provides bi-directional synchronization of appointments and tasks between Google calendar and Oracle Fusion CRM. For customers, it means adopting Oracle Fusion CRM while continuing to use Google calendar for appointments.

o   Looking to lower the barrier and expand in SharePoint accounts?  InFact Group (EMEA / France & Germany) provides Microsoft SharePoint Connector for Oracle Fusion CRM. With this solution, you can store documents attached to an opportunity, into Microsoft SharePoint repository. For customers, it means adopting Oracle Fusion CRM while continuing to collaborate across existing content management infrastructure.

o   Need to connect to MacMail, GroupWise, or Outlook/Exchange?  Omni Technology is a partner whose Riva CRM Integration recently engaged for support Fusion CRM as a key platform.

Migration Tools from competitive CRMs, to Oracle Fusion CRM.  Data Migration Tools from legacy CRMs, to Oracle Fusion CRM.  A partner with the tools and techniques to speed adoption, Conemis provides data integration tools to export data from legacy CRM, and import into Oracle Fusion CRM via WebServices APIs. For customers, it means reducing cost of data migration from legacy CRM system into Oracle Fusion CRM. 

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