Partner Webcast – Oracle CRM: The Age of the Customer - 18 July 2013
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Partner Webcast – Oracle CRM: The Age of the Customer - 18 July 2013

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How does Customer Relationship Management change in "the age of the customer", or does it at all? ...

How does Customer Relationship Management change in "the age of the customer", or does it at all?
Customer relationship management has changed over the past years from a pure "inside out" point of view, where the customer is the center of attention to an "outside in" discipline where the customer has become the driving force. Away from the 360° view, through data to a holistic view of the customer’s journey and experience, through behavioral analysis and interaction across all touch points along a lifecycle of a customer relationship.
Learn how this approach, integrating sales, service and marketing channels into one cohesive customer experience can drive customer experience and support acquisition, retention and efficiency in your customer relationship.

Read More @ https://blogs.oracle.com/imc/entry/partner_webcast_oracle_crm_the

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    Partner Webcast – Oracle CRM: The Age of the Customer - 18 July 2013 Partner Webcast – Oracle CRM: The Age of the Customer - 18 July 2013 Presentation Transcript

    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1 blogs.oracle.com/imc @oracleimc youtube.com/OracleIMCTeam facebook.com/OPN.PartnerHub.Migration.Center
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.2 Philipp Weckerle CRM / Customer Experience philipp.weckerle@oracle.com @pweckerl +43 1 33777 527 +43 664 8103 527 blogs.oracle.com/oracleaustria www.oracle.com
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.3 The Experience Revolution Monday, June 25, 2012 New York City Event Briefing
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.4 “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” Henry Ford Founder of the Ford Motor Company
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.5 Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. As of October 2012, Facebook had more than 1 Billion active users. 20% of all time spent online is spent on social platforms. (#1 online activity) Of all uses for a mobile phone, making a call only ranks 5th. Social Media is 2nd. Technology Has Changed How We Interact
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.6 And Raised Customer Service Expectations Traditional and New Channels Must Be Connected Social Web Contact CenterMobile Social Mobile Web Contact Center
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.7 Why Boards Love Customer Experience
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.8 Few Companies Deliver Exceptional Experiences Impact: 20% Revenue Downside But only 39%of companies earned a CX index of Good or Excellent from customers2 80%of business execs say they’re doing a Good to Excellent job of delivering a positive, consistent, and relevant experience to their customers1 1 “Global Insights on Succeeding in the Customer Experience Era,” Oracle, February 4, 2013. 2 “The Customer Experience Index, 2013,” Forrester Research Inc., January 15, 2013.
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.9 Perception Chasm in Customer Behavior Businesses and Customers Are Worlds Apart 44% of executives believe customers are willing to pay more for a great customer experience1 but the truth is … 86% of customers are already doing so2 1 Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 4, 2013. 2 RightNow (acquired by Oracle in March 2012) and Harris Interactive, “Customer Experience Impact Report,” December 2011.
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.10 Perception Chasm in Brand Loyalty Businesses and Customers Are Worlds Apart 49% of executives believe customers will switch brands due to a poor customer experience1 but the truth is … 89% of customers have switched already2 1 Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 4, 2013. 2 RightNow (acquired by Oracle in March 2012) and Harris Interactive, “Customer Experience Impact Report,” December 2011.
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.11 Execution Chasm in CX Initiatives Many Businesses Are Stuck in Idle 1Those who somewhat or strongly agree 2e.g., established dedicated customer experience leaders, optimizing initial projects, extending program to new channels 91% wish to be considered a CX leader in their industry1 Yet … Nearly all businesses 37% are just getting started with a formal CX initiative 20% Consider their CX initiative “advanced”2 And only … Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 4, 2013.
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.12 Execution Chasm in Social Media Businesses Are Playing Catch Up 1Those who strongly or somewhat agree 81% believe that delivering a great customer experience today requires leveraging social media effectively1 But … …a significant number of organizations don’t seem to fully understand the importance of social media: 35% DON’T have social media for sales channels 35% DON’T have social media for customer service Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 4, 2013.
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.13 Huge Financial Stakes Cost of Failure is High 20% Executives estimate that their potential revenue loss for not offering a positive, consistent, and brand-relevant customer experience is 20% of their annual revenue, or $400M for a $2B firm. Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 4, 2013.
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.14 So what is customer experience then ?
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.15 The Goal: Aligning Brand Promise and Reality BUY Market & Sell OWN Support & Serve
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.16 A x-Channel Challenge Mobile Social Media In Store Self Service & Support Service Execution Direct Sales Channel SalesWeb
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.17 Today’s Customer Journeys are Complex WEBCONT ACT CENT ER IN- STOR ECATA LOG MOBI LE EMAI L SOCI AL NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE Read Reviews Comparison Site Web Search Ask Facebook Friends For Recommendations Visit Retail Store Chat Email Order Confirm w/Rec Pickup Local Store Tweet About Purchase Experience Ask for Help on Community Chat Room Product Info Order Online Kiosk Change Order Select Product Browse Catalog Order Online Call for Info about Add-on Accessories WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.18 So is there a solution?
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.19 CRM or CX – What’s Different?  360o view of the customer  Tracking interactions with sales, service &marketing  Calls, emails, in-person interactions  Improved reporting on customers  Companies drive flow of information  Maximizing interaction revenue Incorporating New Technologies to Enhance Customer Engagement CRM CX Goal = Customer Insight  Continuous lifecycle for customer from buy to own  Customers in control of conversation  Explosion of channels - social, mobile, chat  Leverage analytics for decisions and personalization  Delivering greater customer lifetime value Goal = Customer Engagement 1990s 2000s 2010s ERP  Back office functions that did not directly affect customers  Supply chain management  A common database, which supports all applications  Managing Business Data Goal = Business Optimization
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.20 What Do You Want to Bring to Your Business? Modern Marketing Commerce Anywhere Smarter Sales Connected Service Social Everywhere
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.21 What Do You Want to Bring to Your Business? Modern Marketing Social Everywhere Connected ServiceCommerce Anywhere Smarter Sales
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.22 Oracle Customer Experience Delivers for You… …And Your Customers SMARTER SALES Sell More Know More Grow More COMMERCE ANYWHERE Personalize Experiences Connect Interactions Drive Results MODERN MARKETING Engage Audiences Know Buyers Drive Revenue CONNECTED SERVICE Understand Needs Solve Problems Delight Customers
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.23 SMARTER SALESMODERN MARKETING CONNECTED SERVICE Social Everywhere COMMERCE ANYWHERE SOCIAL EVERYWHERE Be Engaging Be Insightful Be Transparent
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.24 Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Customer Experience Oracle Social Mobile Social Media In Store Self Service & Support Service Execution Direct Sales Channel SalesWeb
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.25 Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Customer Experience Oracle Social Mobile Social Media In Store Self Service & Support Service Execution Direct Sales Channel SalesWeb
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.27 Easy to use and understand user experience minimizes required training, and opens quick path to user productivity Easy to Use Solutions Leverage easy-to-use, open, and standards- based APIs to configure Oracle Sales to meet the unique needs of any customer Configure, Extend, Integrate Tablet, smart phone, and laptop solutions that allow sales reps, managers and executives to access sales and opportunity information from anywhere Anytime Anywhere Access Leverage social tools to better communicate, collaborate, and exchange documentation among your sales teams Modern Sales Team Communication and Collaboration Provide the right information, in the right format, at the right time, on any platform The Right Information Where Needed, When Needed Oracle Sales Cloud Key Priorities
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.29 Territory Management • Real-time Territory Analytics • Powerful What-if Capabilities • Intuitive User Interface Sales Predictor • Intelligent Sales Predictions • Identify Sales Opportunities • Targeted Lead Follow up Incentive Compensation• Intuitive Plan Design with Robust Calculation • Sales Management Oversight • Real-time Visibility for Reps Quota Management • Set Individualized Quotas • Efficient Quota Setting Process • Quota Revision Management Customer Hub & Data Quality • Clean Data with Embedded Data Quality • Enterprise “Customer Master” Linking 360 Account Data • Robust Hierarchy Mgmt Sales Force Planning with Oracle Sales Cloud
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.30 Making Sales Reps Successful Day in the life of … 6:00 AM 7:00 AM 9:00 AM 11:00 AM 10:00 PM 1:00 PM 2:00 PM 3:00 PM 5:00 PM 7:00 PM
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.31 Making Sales Reps Successful The right tool for each situation 6:00 AM 7:00 AM 9:00 AM 11:00 AM 10:00 PM 1:00 PM 2:00 PM 3:00 PM 5:00 PM 7:00 PM
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.32 Oracle Tap • Single tablet experience to access Oracle Cloud Applications • Native tablet application experience that is highly responsive A Single Tablet App for the Road Warriors
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.33 Oracle Sales Cloud on Outlook Search, Create, and Manage Sales Data in Outlook • Customer, Opportunity, and Lead data available in Outlook • Calendar, Contact, and Task data consolidated in Outlook • Sales reps can easily save customer e-mails to SFA • Sales reps can tag Outlook items with sales context • Sales reps can access sales data while disconnected from network
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.34 Oracle Sales Cloud – Simplified UI
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.35 Oracle Social Network A Secure Collaboration Tool for Everyone You Work With Enterprise collaboration through real-time Conversations Engage Updates streamed from across your business Inform Purposeful social networking without the noise Drive Integrates into your business applications Extend
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.36 Integrated Marketing, Sales, Service, Social Sales Cloud 5. Service Cloud Visibility to Opportunities, Incidents, Service Requests 3. Marketing Cloud Integrated Marketing Campaigns & Leads 4. Social Cloud Integrated Social Campaigns & Leads from Social 2. Social Network Conversations about Sales Topics 6. ERP Opportunity to Quote 1. Customer Master Shared Clean Customer Data
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.37 Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Customer Experience Oracle Social Mobile Social Media In Store Self Service & Support Service Execution Direct Sales Channel SalesWeb
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.38 Mom Age: 25-44 Household income $120k+ Homeowner Denver, Colorado Demographics Stephanie’s demographics
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.39 Stephanie’s digital body language #Tennis, SkiForcast.com, #ColoradoNationalParks, #WineFests, #Scrapbooking, #SchwinnBikes, #Alaska, #25HourFitness, #DeltaAirlines Recreation #KenFollet, #TravelSantorini, #NationalGeographicChannel, #TopChef, #U2, iPad, #iPadGames, #DenverBroncos, #HagenDaz, #CrimsonTide, #Law&Order #FiveGuysBurgers Interests #OracleDevelopers, #SaSSoftware, #InternetSecurity, #ITAlerts, #ITProfessionals, #LinkedIn, #Twitter, #HBS, #Assetmanagement, #TravelPhotographers, #TravelProffessionals, 500px.com Professional #Labradoodles, #Target, Care.com, #HondaPilot, #CheerCoaches, #Yelp!Denver, DateNight.com, #NationalPTA, #DSWShoes, #BarrackObama, #Playgroups, #CartoonNetwork Lifestyle
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.40 The foundations of marketing have not changed
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.41 Know – Rich Profile
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.42 Engage – Owned and Earned Media
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.43 Engage – Email done right Dynamic Account Rep Content
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.44 Engage – Paid Media
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.45 Learn – Measure everything
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.46  Automatically qualify sales leads based on demographic, behavioral, and social characteristics  Flexible, easy-to-use HTML5 interface – build lead scoring model without technical skills  Multi-model lead scoring - score leads across multiple business units, products, or regions Convert – Dynamic Lead Scoring Solutions
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.47 Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Customer Experience Oracle Social Mobile Social Media In Store Self Service & Support Service Execution Direct Sales Channel SalesWeb
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.48 Web Integrated Customer Service & Support
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.49 Contact Center Experience Core Capabilities 18% boost in agent productivity Myspace”“ RightNow’s contextual workspaces help us train new agents and improve agent productivity, enforcing consistent responses around the globe as well as delivering personalized user experiences across brands. Claudia Lowman General Manager, RealNetworks “ ” Multi-channel contact center implemented in just four weeks. DeVry University “ ” Agent Desktop Cross-Channel Scripts / Workflows
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.50 Contact Center Experience Core Capabilities Reduced agent call handle times by 15% Drugstore.com ” “ RMA and Teradata database integrations bolster contact center efficiency Overstock.com ” “ PHP SOAP ADD-IN Our decision in choosing RightNow was based on its architecturally rich search engine as well as its flexible configuration and great reporting features. Tanya Paroz, Customer Service Manager, Spendvision “ ” Add-Ons / Cust. Obj. CTI Media Bar App Builder
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.51 Social Experience Taping social After an extensive search, RightNow was the only provider to give us the flexibility we needed to support all of our different audiences. Jan Poston Day, Sr. Director, Blackboard “ ” As a growing company we quickly realized we need to do more to help our customers. Leveraging RightNow CX improved our customer satisfaction and productivity, plus it saved us a lot of money. Tish Whitcraft Senior Vice President, Myspace ” “ After an extensive search, RightNow was the only provider to give us the flexibility we needed to support all of our different audiences. Jan Poston Day, Sr. Director, Blackboard ” “ Self Service 4 FB Cloud Mon. / Smart Sense Communities
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.52 Web Experience Help at your disposal RightNow has completely transformed the way Overstock interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort. Stormy Simon Senior Vice President, O.co” “ RightNow Intent Guide tells us what KLM customers want, not just what they do when on our site. With RightNow we are able to deliver quality support as well as effectively market information and services that are relevant to the customer’s interest. Roy Scheerder Vice President, KLM Airlines” “ One of the keys to success in this market is to make things as simple for the customer as possible. By making it so easy to find answers on our website, RightNow fits perfectly into the overall TomTom customer experience. TomTom ” “ Customer Portal Intent Guide Guided Assistance
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.53 Web Experience Opening additional channels RightNow promised that they would help us achieve our service goals, and they delivered. As a result, TD Bank continues to provide consistently exceptional service across all communication channels with extraordinary resource-efficiency. Mark Ellis, Senior Vice President of eCommerce TD Bank ” “ RightNow is a great solution, not only to mitigate costs in the call center, but also to help provide a better experience. Ron Kelly Vice President, drugstore.com ” “ RightNow is a big factor behind these increases because of the new ways it allows us to communicate with supporters. Richard Atterton, Chief Operating Officer, Compassion UK ” “ eMail Management (Proactive) Chat Co-Browse
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.54 Engage Measuring SUccess Both the strength of our brand and our bottom-line business performance depend to a large degree on how well we understand and respond to our customers. With RightNow, we are able to maximize that understanding and responsiveness—even as we continue to drive down costs. Chuck Udzinski Black & Decker ” “ Oracle RightNow is a powerful solution for capturing company and product knowledge and delivering it to customers when and how they need it. As a result, we’ve been able to achieve high levels of customer satisfaction while keeping our contact center costs under tight control. Roy van Keulen GM of Support, TomTom “ ” Contact center analytics help optimize allocation of development dollars Sony Online Entertainment ” “ Analytics Feedback Knowledge Foundation
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.55 Cloud Service Platform By providing the same transparency into its cloud-based customer experience platforms as an on-premise solution, RightNow is removing yet another barrier to SaaS in support of organizations’ transition to the cloud Network World ” “ DIACAP Minimized the use of corporate IT though the RightNow SaaS offering LeapFrog ” “ Mission Critical Full Control
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.56 High Tech Retail and Consumer Goods Telecom Travel and Hospitality Financial and Insurance Government and Education * Customer Information and Logos Provided by RightNow Oracle RightNow Industry Focus Key Customers By Vertical
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.57 Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Customer Experience Oracle Social Mobile Social Media In Store Self Service & Support Service Execution Direct Sales Channel SalesWeb
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.58 Oracle Social Relationship Management
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.59 Pain Points Solved and Sample Workflow using Social Relationship Management Listen to what people are saying about your brand Engage with Fans and Followers Create Content and Apps Publish to Multiple Social Channels Manage Workflows Analyze Results and Get Metrics
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.60 Oracle SRM Customers  Global Customers; Diverse Markets: o CPG o Media o QSR/Restaurant o Technology o Financial o Resort/Hotel o Beverage o Retail
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.61 Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Customer Experience Oracle Social Mobile Social Media In Store Self Service & Support Service Execution Direct Sales Channel SalesWeb
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.62 Adopt & Implement the latest by Oracle JOIN US CONTACT US Partner.IMC@beehiveonline.oracle.com blogs.oracle.com/imc @oracleimc youtube.com/OracleIMCTeam facebook.com/OPN.PartnerHub.Migration.Center ORACLE.COM/PARTNERS/GOTO/HUB-ECEMEA
    • Copyright © 2012, Oracle and/or its affiliates. All rights reserved.63