Vovici Vision 2011: Extending VoC Through Surveys, Panels & Communities

Extending VoC through Surveys, Panels &CommunitiesJeremy Whyte, Senior Director, Global Customer ProgramsMay 19, 2011

Enabling More Dynamic Data CollectionTo support evolving feedback needs SURVEYS PANELS COMMUNITIES 2

Forming the Foundation through SurveysIntegrated program captures comprehensive feedback across the Oracle ecosystem andcustomer ownership lifecycle RELATIONSHIP Post-Merger Survey / Global Relationship Survey (GRS) / GRS for Key Accounts TRANSACTIONAL Clinical Trials Support Education Licensing Documentation TARGETED / PANELS Top 10 Themes CVC Visits Benchmarking Referencing Users Groups Win / Loss Products Services Marketing Consulting 3

Global Relationship Survey Authoritative view of customer satisfaction with Oracle products, services and relationships Captures feedback across the Stack Product Lines, Families, Releases Support, Education, Consulting, Partners Business Practices, Account Management Developed with business leads Triggers 60+ reviews with senior management Drives corporate and local responses Supports closed-loop communications 4

Hierarchical Role-Based Reporting Delivering actionable information across the survey lifecycle Consistent deliverables Tailored for stakeholders Integrates multiple sources Automated scheduling % Diff % DiffAttributeAttribute 1 Q209 Q409 Q210 Q410 Q211 YOY 3% HOH 3% Enables scalable growthAttribute 2 2% 2%Attribute 3 5% 4%Attribute 4 4% 3%Attribute 5 5% 4%Attribute 6 4% 4%Attribute 7 3% 3%Attribute 8 6% 5%Attribute 9 3% 2% 5

Account-Level Reporting Embedding customer feedback into strategic account planning Survey and issue-to-resolution summaries Delivered to account team members Tied into Executive Sponsorship Program Basis for Customer Satisfaction Awards 6

CRM IntegrationProviding 360 degree feedback to the field Vovici Vovici Vovici Woolbert Sheri Whyte Jeremy Goel Vashima Fictitious Record Record Test Contact response records Summary of results Link to Vovici IRR report Sample management Issue-to-resolution Customer profiles 7

Expanding Engagement across Surveys EFM platform enables scalable growth Annual Survey Responses Providing a center of excellence600000 Branded surveys Hosted on Oracle domain500000 Standardized methodology400000 Localized, personalized content300000 Expanded reporting and analysis200000 Integrated feedback mechanisms100000 0 FY06 FY07 FY08 FY09 FY10 FY11 8

Incorporating Panel ManagementContinuing the conversation with customers and stakeholders Integrated from Relationship survey Leveraging master customer records Built around highly targeted objectives For customers who want to engage further Leading to higher response rates GLOBAL RELATIONSHIP SURVEY (GRS) LICENSING AND CONTRACTING PANEL •Customer Loyalty and Value •Integrated “off-ramp” from GRS •Products, Services, Relationships Satisfaction •Targeted to specific audience •Order Process and Contracting •Permission-based Respondent Demographics Engagement in Buying Process Point of Deal Internal vs. External Challenges Competitive Comparisons After the Deal 9

Representing the Voice of our UsersEngaging the world’s largest independent user group community Survey Results Database Integrated feedback 10

Leveraging Executive CommunitiesAudience-based market research Audience CVC Visitors Collecting Data On CFO Central Business / IT strategies Business / IT challenges CIO Central Industry market trends Investment priorities Budget/spend trends Customer Connect Differentiation Overall perceptions Roundtables Global Relationship Survey 11

Focusing on Customer SuccessDrives Customer Centricity and Engagement Continually Collect, Enable Information Exchanges, Analyze and Report the Customer Interaction and Voice of the Customer Strategic Collaboration Promote Customer Drive Programmatic Successes and Develop Approach in Responding References that to and Anticipating Demonstrate Value Customer Needs 12

Optimizing Business ResultsBy linking “voice of” programs across the ecosystem Customer Surveys Operating Strategy and Service Delivery SystemEmployee Surveys Employee Revenue Retention Growth Internal External Employee Customer Customer Service Service Satisfaction Satisfaction Loyalty Quality Value Employee Profitability Productivity Partner Partners Surveys Based on the book, The Service Profit Chain: How leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (Heskett, Sasser & Schlesinger, 1997) 13

Contact Information Jeremy Whyte jeremy.whyte@oracle.com 770.910.8407 Sheri Woolbert sheri.woolbert@oracle.com 707.447.9737 Vashima Goel vashima.goel@oracle.com +9 1 8040293352 14

Vovici Vision 2011: Extending VoC Through Surveys, Panels & Communities

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Vovici Vision 2011: Extending VoC Through Surveys, Panels & Communities Presentation Transcript