Friday Dec 21, 2012

Oracle buys Eloqua - a Leader in SaaS based Marketing Automation

On December 20, 2012, Oracle announced that it has agreed to acquire Eloqua, a leading provider of cloud-based modern marketing applications.

The combination of Oracle and Eloqua is expected to create a comprehensive Customer Experience Cloud offering to help companies transform the way they market, sell, support and serve their customers. The combined offering is expected to enable organizations to provide a highly personalized and unified experience across channels, create brand loyalty through social and online interactions, and provide superior service at every touchpoint.

Read the press release

See the FAQ's

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

What's new in the RightNow November 2012 release?

What new in the RightNow November 2012? In order to find out, please watch this tutorial with imbedded demonstration or read the November 2012 Release notes.  

News Facts

  • The November 2012 release of     Oracle’s RightNow CX Cloud Service marks the completion of development efforts for 2012 and continues Oracle’s commitment to enhancing the Oracle RightNow offering following the acquisition.
  • New release delivers key capabilities designed to help organizations improve customer experiences in order to increase customer acquisition and retention, while reducing total cost of ownership.
  • Part of the Oracle Cloud, Oracle RightNow CX Cloud Service now integrates Oracle RightNow Chat Cloud Service with Oracle Engagement Engine Cloud Service, helping organizations intelligently and proactively engage with customers through the right channel at the right time.
  • Chat solutions have emerged as an important component of a cross-channel customer experience strategy. According to Forrester Research, Inc., chat adoption has risen dramatically between 2009 and 2011 from 19% to 37%, and it has the highest satisfaction level of all customer service channels at 62% satisfaction. (*)
  • To help companies deliver enhanced customer experiences, Oracle has made significant investments in Oracle RightNow Chat Cloud Service throughout 2012. With the addition of rules-based engagement to existing capabilities such as co-browse, mobile chat, and cross-channel knowledge integration with the contact center, all delivered via the cloud, Oracle RightNow Chat Cloud Service is differentiated as the industry-leading chat solution.
  • The Oracle Cloud offers a broad portfolio of software as-a-service applications, including Oracle Customer Service and Support Cloud Service, which is based on the Oracle RightNow CX Cloud Service.

New Capabilities

Key Oracle RightNow Chat Cloud Service and other cross-channel capabilities include:
  • Chat Business Rules, with over 70 built-in rule conditions, leverage the Oracle Engagement Engine to help enable organizations capture rich visitor data and invoke complex actions and triggers. Chat Business Rules allow granular control over when to engage a customer via the chat channel based on customer behavior, customer profile information and operational information.
  • Click-to-Call provides the option for a customer to engage with a live agent over the phone during the Web browsing experience.
  • Chat Availability Controls provide organizations with the ability to throttle volume through the chat channel based on real-time agent availability and wait time thresholds. This ability to manage the channel more efficiently allows organizations to provide a better experience to customers using the chat channel.
  • Strategic and Operational Chat Channel Analytics provide better insight into channel and agent productivity and utilization and effectiveness with both out-of-the-box reports and ad hoc reports. New chat channel analytics provide comprehensive metrics with full data transparency.
  • Background Service Updates improve high availability metrics for Oracle RightNow Chat Cloud Service during service update periods, setting the industry leading standard for sales and service delivery to customers via the chat channel.
  • Additional Capabilities include:
  • Improved Web developer tools for more efficient self-service user interface design
  • Improved administration for enhanced user sessions management
  • Increased cross-channel community collaboration
  • Enhanced extensibility widgets and syndication management
  • Streamlined content management and analytics capabilities

Read the full announcement 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

Customer Concepts Magazine, Issue 2012, 05

Dive into this new edition of the Customer Concepts Magazine to learn how to delight your customers, why they will dump you if you don't, and what to do about it:  http://bit.ly/T0iHj5

It rocks! It is a "Must Have"! It is free for you: Oracle TAP for iPad available from AppStore Now

Sales people Mobility is no longer a ‘nice to have’ it’s a ‘must have!’ 

Oracle Fusion Tap live and free of charge @AppStore now! http://bit.ly/TOKBeZ 

 

Partner Webinar Series CRM/CX Best Practices - Each Friday - 10am PST

A CRM/CX Best Practices Webinar will be led each week by the Oracle CRM/CX Sales Consulting team and focus on

  • Demo best practices and previews
  • Lessons Learned from Sales Cycles
  • Competitive & product/solution positioning information
  • Product updates& progress

Replays are available from the webinar's portal.

Please see the agenda and webinar details here and join us to learn about a new CX topic each Friday at 10am PT.

RightNow Knowledge Zone and specialisation material

Have you visited and registered to the Oracle RightNow Knowledge Zone ?

It is loaded with meaningful information and material to support your RightNow business enablement, including this Oracle RightNow CX Cloud Service 2012 Essentials Exam Study Guide(PDF) which includes exam sample question and will help you preparing your specialization!

For information the RightNow specialization, please visit the Specialization guide which offers a consolidated view of the Specialization Competency readiness for all launched and planned Specialization, and the Criteria that need to be met for joining the OPN Specialized program, as well as the latest information on Oracle Partner Network certification exams available here.

Saturday Dec 15, 2012

Nucleus Research: Oracle Fusion CRM is a CRM Leader

Nucleus Research published their updated CRM Technology Value Matrix – Second Half 2012.  The Value Matrix evaluates CRM vendors on functionality and usability which they consider the core indicators in an application’s ability to deliver initial ROI and value over time. 

Oracle Fusion CRM is in the “Leader” quadrant.  CRM On Demand enters the “Leader” quadrant with the release of version 20 delivering continued investment in Oracle CRM On Demand.   Oracle Siebel CRM is in the “Expert” quadrant.  RightNow continues to be placed in the “Facilitator” quadrant. 

The full report is available in the CRM section of the Industry Analyst Reports page on Oracle.com  -  Industry Analyst Relations Web site.

Oracle CLOUDWORLD Global Event Series: Registration now open

Showcasing our ongoing commitment to cloud, Oracle will present an all-new global event series, Oracle CloudWorld! Our senior executives, customers, partners, and industry thought leaders will share how to drive business transformation using the Oracle Cloud. Highlighting Oracle's PaaS, SaaS, and Social solutions.

Dubai, United Arab Emirates January 15 Register Now

Munich, Germany April Notify me when registration opens  
London, England April Notify me when registration opens

See the dedicated Oracle CloudWorld website for information and registration details. Go to the CloudWorld site. Read the Oracle press release

Siebel 2012-IP Release is now GA

The Siebel development team is pleased to announce the general availability of the highly anticipated 2012 Siebel Innovation Pack on 12/12/2012. The journey began last year as a concept at Open World that invigorated the Siebel customer base and partners across the globe, culminating in this 2012-IP release that delivers much valued usability enhancements on an existing release.

Open UI and Siebel Mobile are the key innovations that are released as part of the 2012-IP on both 8.1.1.9 and the 8.2.2.2 releases. These innovations are a giant leap forward in facilitating Siebel usability while supporting multiple browsers and devices. Siebel Mobile released as part of the IP provide connected Mobile solutions that support key Horizontal Sales, Field Service, Life Sciences and Consumer Goods flows.

See the Siebel Open UI Data Sheet here.

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. 

Friday Dec 07, 2012

DNASTREAM’s RapidLaunch Oracle Accelerate solution for RightNow

The Oracle RightNow Accelerate solution from DNASTREAM allows each Customer to enjoy quicker deployment and earlier time to benefits from this SAAS Customer Experience solution.

At the start of the project, a full suite of E-Learning simulations & materials is provided by DNASTREAM to match the customer’s processes. This RapidLaunch content library for RightNow can be leveraged by our customers early in their project implementations bringing significant cost efficiencies, time reduction and improved user adoption to their project roll outs.

Solution Profile:

This Oracle Accelerate solution is based on Oracle RightNow CX that includes Content management, Contact management, Incident management, Customer Portal, Closed incident Survey, Standard reports. As an additional option there is available the Oracle RightNow CX Chat implementation.

For more information about RightNow and the DNASTREAM Accelerate solution, visit the Oracle Accelerate microsite or contact www.dnastream.com

Tuesday Dec 04, 2012

Fusion Applications Enablement Toolkit: the Partner's single place of information for all OPN Fusion Apps resources

Take a look and then come back regularly at https://blogs.oracle.com/opnenablement/resource/fusion_applications.html ... a micro site designed to give our EMEA Fusion Partners all the Fusion enablement critical information (Key links, event, materials, etc.) that they need to achieve specialization. This site will be updated on a regular basis, especially for OPN events and training sessions.

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