Monday Apr 18, 2016

6 Keys To Social Customer Care

Learn how leaders from Southwest, Cummins and GM are deploying social customer service for the enterprise:

A third of people say they’d rather clean the toilet than talk with customer service, according to the2015 Aspect Consumer Experience Index. And almost two-thirds of consumers want to be able to solve product and service issues on their own, thank you very much.

In our daily lives, as we’ve grown accustomed to the efficiency of texting rather than calling someone, Twitter has become a more popular channel for customer service. Plus, posting these queries or complaints on a public forum shifts more power into the consumer’s hands, as a company’s non-response will put it in a bad light, and a negative response will be there for everyone to see (...)

Read the full Forbes article here

Wednesday Apr 13, 2016

Oracle’s new service turns Cloud computing ‘Inside-Out’ (WSJ)

Steve Rosenbush of the Wall Street Journal covered the Oracle Cloud at Customer announcement last week in his blog posting.

“Cloud at Customer broadens the potential market for Oracle cloud offerings in several critical ways, according to Mr. Kurian.  Beyond addressing security and regulatory concerns, he said it will appeal to companies that want to adopt a more modern IT infrastructure without taking on the expense of creating and operating what is known as a private cloud, which requires significant investments in infrastructure and labor. “It allows people to get the total cost of ownership down. You can’t make a big reduction in TCO without eliminating the need for people to do certain things,” he said.

Read the WSJ blog post here

Kenya Airlines CX Cloud story Video

Kenya Airways, one of Africa's leading airlines and a flagship carrier since 1977, ranks fourth among Africa’s airlines in terms of seat capacity, with a fleet of 45 aircraft covering 62 destinations. Watch the video below and listen to how they use Oracle Sales, Service, Marketing Cloud, and Customer Data Hub to help improve its business, break down silos, and gave its marketing a facelift.

In this video, Ulie Mandu, Customer Care Manager of Kenya Airways, discusses the benefits of using Oracle Sales, Service, Marketing Cloud, and Customer Data Hub

Watch the video here

Friday Apr 01, 2016

Ovum: Oracle CX Cloud named a Leader

Oracle CX Cloud has been named as a leader in another analyst report - the latest Ovum CRM Decision Matrix. “Overall, Oracle CX Cloud came (out on) top as a leader across all categories, with particular strengths in SFA, service, marketing, and customer analytics.”. Extracts:

  • “Oracle CX Cloud came (out on) top for its all-round omnichannel customer experience support capabilities.”
  • “Overall, Oracle CX Cloud came (out on) top as a leader across all categories, with particular strengths in SFA, service, marketing, and customer analytics.”
  • “ … Beyond marketing, sales, and service, it extends to include CPQ for B2B and B2C organizations with configurable products or services, e-commerce, social relationship management, and marketplace support.”
You can get the report here

 

Tuesday Mar 29, 2016

Spark NZ Increases Engagement with Oracle Social Cloud

Spark NZ, a major New Zealand telecom company, has successfully leveraged Oracle Social Relationship Management to boost engagement and productivity for a competitive advantage.

Read their success story here

Monday Mar 21, 2016

Kenya Airways Leverages Digital Body Language

Kenya Airways, a major African airline, operationalizes with Marketing Cloud, Sales Cloud, Service Cloud & Social Cloud

Read and share this excellent example of a successful CX deployment.

Monday Mar 14, 2016

Oracle reaching critical mass with SaaS business - Ovum report

Ovum recently released an overview report of Oracle's cloud business. Comments include:

  • “Oracle's cloud business has displayed important strength, especially with its software- and data-as-a-service (SaaS and DaaS) businesses, which have grown in less than a couple years from a handful of clients to well over a few thousand."
  • “The strength of the Oracle Public Cloud is that it complements the breadth of its ERP, HCM, SCM, and CX applications with a PaaS offering ..."
Read the full report

Monday Mar 07, 2016

Commerce: Growing the Beard in 2016!

In 2015 Commerce investment increased by 145%...Brenna Johnson describes why 2016 Commerce investment will be even bigger:

While ecommerce is beyond the chasm, there’s still a lot that’s about to happen. Apparently, the opposite of “Jumping the Shark” is “Growing the Beard” – and this is going to be an explosive Riker’s-Beard-kind-of-year for commerce. It was good before, but things are about to get better.

2015 saw a 145% increase in investor money pumped in to ecommerce. I’ll leave the stats and projections to the pros, but my senses tell me 2016 is bigger than your average growth year for commerce.   Here’s why…

Monday Feb 29, 2016

Social Listening : deriving actionable insights from conversations

Brands are comfortable and familiar with pushing messages via social channels. However, pulling insights from what customers are saying there isn’t as common, and uncertainty remains about its value. But with the right tools and queries, social listening can reveal the knowledge needed to make actionable business decisions.

WHAT’S IN THIS REPORT? This report examines social listening’s place in the social data landscape and why some marketers remain unconvinced about its value. It also covers the ways in which brands are using social listening to derive actionable business insights. Additionally, it includes an overview of current and future social listening tools.

More...

You Don't Need Amazon, You Can Sell On Your Own

The rise of the Amazon effect is pretty well documented: here, herehere and here. Every major e-commerce company views them as either a channel partner or a threat. There is very little middle ground. Within the B2C and direct to consumer market, Amazon's position is unshakable. Now that they are moving more deeply into the B2B business I find myself talking about how to compete (or not compete) with the Amazon way of doing business. I hear questions like:

  • How do I keep them from eating away my margin?
  • How do I compete with millennial buyers who use Amazon at home?
  • How do I maintain relationships with my existing clients as this new thing comes along?

I want to take some time to answer these questions and to lay out how any B2B company can compete with Amazon.

More...

Oracle Commerce Cloud for Your Business

In July 2015 Oracle was featured in a Forrester report titled - Brief: Oracle Commerce Gets the Cloud Treatment. We believe this is an important read for business leaders considering a new ecommerce platform. In our view, it provides a good synopsis into the reasons why Oracle chose to develop a cloud-based commerce platform, known as Oracle Commerce Cloud, and what the platform provides. Commerce Cloud has evolved since this report was published and it’s important to highlight some key features and why they are important to executives running modern commerce businesses.

Commerce Cloud is a SaaS ecommerce platform derived from Oracle’s on-premises product, Oracle Commerce. Commerce Cloud differentiates itself from this on-premises offering in several ways including:

More...

Tuesday Feb 23, 2016

What's Driving Retail Executives to the Cloud?

Because the global economic climate is uncertain, especially in retail, CEOs have a tough job. Their necks are on the line to growth revenue and earnings, so when their primary or secondary profit center, ecommerce, isn’t performing well, they must ask some tough questions.

In the context of company performance and ecommerce, we have found that CEOs care about three main things:

Read the rest of the article here

Monday Feb 22, 2016

CPQ: Learn from the Romans!

In order to build bigger and better buildings the Roman invented "hydraulic" cement. Oracle CPQ Cloud can help cement your organisation together and make it bigger and stronger…

Read this post to learn a little history and help your customers build bigger and stronger organizations!

Who won the Social Super Bowl?

The Super Bowl represents a huge opportunity for advertisers. This infographic from the Oracle Social Spotlight blog highlights the big wins and major misses off the field.

2016 Trends: The IT Industry will start to become more diverse

Oracle Corporation Chief Executive Officer Safra Catz knows firsthand what diversity can bring to an organization. At Oracle OpenWorld this past October, she spoke about its benefits. “Diversity brings a different perspective and openness for companies,” she said. “Whether it’s women, or it’s minorities, or other unrepresented groups, getting the best out of people, when you have the whole population to choose from, is how you solve the hardest problems.”

In order to stay competitive, businesses need to be innovative, and diversity is a great catalyst for that innovation. Diversity of gender, ethnicity, and educational background within an organization results in internal and external benefits such as better problem solving, an increase of new ideas, and more effective communication with customers. However, in 2015, top technology companies released sobering statistics on the diversity of their employee pools. The attention to the lack of diversity in the tech industry has set up 2016 to be a year of action for companies large and small.

Read the full article here

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