Wednesday Feb 12, 2014

Oracle Sales Cloud Mobile for Tablet

Check this 2' YouTube video to see Oracle's latest mobile application for sales representatives and sales managers provides a single, native application across all platforms—OS, Android, or Blackberry—phone or tablet. 

Only Oracle Sales Cloud Mobile provides complete and easy access to your CRM system while on the go: manage opportunities, review pipeline, adjust forecast, email your sales team, search LinkedIn—all from one application. Smarter sales: anywhere, any time, on any device.

Customer Experience is an ‘Outside In’ Job by Krassimira Iordanova

What Customers Want

As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company to know you and make relevant offers. If things go wrong, you expect quick fixes. You hate to repeat the same story you told the call center agent a week ago.

You also expect to be surprised in a positive way. Sometimes you really don't know what you want, but if they show you something cool, you might buy it.

For example, I remember browsing at Bungalow 8, a mind-blowing store for home furnishing in Mumbai. When I entered, they asked me "Ma'am, is there anything special you are looking for?" I said, "I'm not looking for anything in particular, but if you show me around, I might end up buying something I like." And I did. 

Companies Have it ‘Inside Out’

As a company, you might have a tough time with all this customer experience stuff, because you're focused on process efficiency. Process efficiency is an ‘inside out’ view; customer experience is an ‘outside in’ view. To understand the difference, contrast most airlines’ boarding procedures (inside out) with Apple’s Genius bar (outside in). Which experience do you prefer?

A Change in Perspective

Customer Experience Journey Mapping helps you flip your perspective to ‘outside in’ so you can identify every moment of your customer’s experience, whether it is a specific interaction, or an entire relationship with your brand across touch points. As the Harvard Business Review says,

A company that manages complete journeys, would not only do its best with the individual transaction, but also seek to understand the broader reasons for… the call in the call center, address the root causes and create feedback loops to continuously improve interactions upstream and downstream..."

You can best visualize continuously improving interactions by diagramming your customer's journey across the buy and own lifecycle. This helps you see where you need to make changes. And if you deliver a great experience across this cycle, then it becomes an infinite loop where customers remain loyal because you deliver on your brand promise.

Take Action

Start cultivating an ‘outside in’ customer perspective of your organization by participating in a hands-on Journey Mapping Workshop. You will leave with practical insights you can apply right away.

Upcoming 2014 Journey Mapping Workshops in Europe:

Find more information on journey mapping here.

Oracle EMEA Identity & Access Management Partner Community Forum, Berlin, 27th - 28th March

Please see below the invitation to the next Oracle EMEA Identity & Access Management Partner Community Forum (Berlin, 27-28 March) which should be of interest for every partner who is looking to get expertize on the architectural questions related to a CX project implementation:

Oracle is pleased to invite you to the sixth Oracle EMEA Identity & Access Management Partner Community Forum to be held in Oracle's Berlin offices on the 27th and 28th March.

During the session you will hear a detailed update on our Identity & Access Management roadmap and the latest news regarding the Bitzer acquisition that will improve our strategy on our security mobile offering. We want to give you information on partners' successes, commercial opportunities & business development propositions.

Highlights include:

  • Get the strategic viewpoint from Oracle senior executives and leading Identity & Access Management figures.
  • Vertical sessions on trend topics like Cloud Security, Mobile Security and Social Security.
  • Identity & Access Management Roadmap, what’s next and what to expect.
  • Latest news on the OPN Specialized Program.
  • And much more on how to drive your business forward with our Oracle Security Solution.

Oracle EMEA Identity & Access Management Partner Community Forum details & registration here!

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