Wednesday Jul 30, 2014

The Customer View on Oracle Sales Cloud: an analyst report by Constellation Research

"Oracle Sales Cloud presents the market with a paradox, being both a new product and a mature product at the same time. In fact, Oracle Sales Cloud supports many advanced business processes. At its most basic level, Oracle Sales Cloud is a sales automation tool with established capabilities such as helping sales representatives keep track of contacts, accounts, and opportunities, and helping their managers make forecasts and manage territories. While it has unusually deep functionality for a new product with features such as integration and territory management, it is also subject to the same rules of software development as any new product.

To resolve this paradox, Constellation interviewed customers, developers, systems integrators, end users, and product managers at Oracle itself. Constellation reviewed demos, attended trade events, and asked Oracle for detailed product information. Oracle’s early internal deployment provided a drink-your-own-champagne experience in improving the product. Extensive conversations with customers, systems integrators, and competitors
lead Constellation to seriously recommend Oracle Sales Cloud on short lists for existing customers and select prospects..."

This is an extract of a recent report on Oracle Sales Cloud by R "Ray" Wang from Constellation research. Read the full report on our EMEA CX Partners Community Beehive Workspace here (send an eMail to richard.lefebvre@oracle.com to receive your access to the community workspace if you don't have one).

Ovum Whitepaper 'Social Media as a Customer Support Channel: Best Practices'

Does it feel like sometimes you can't move for the next big customer service 'thing'? Social is definitely up there with the biggies. Already embraced by Marketing, but there is also a huge opportunity for Service – especially when it comes to getting ahead of issues and salvaging brand reputation.

That's why Ovum created 'Social Media as a Customer Support Channel: Best Practices'. In this report, you can:

  • Read independent best practices from Ovum about using social media as a customer support channel
  • Find hints and tips for how to integrate social media into customer support
  • Learn about the benefits that proactive and reactive social customer service can bring
To view the report click here now.
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