CX Solutions

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The CX Webinar " Creating Meaningful Customer Experience with Unified CS Solution" was organized by CRMIT Solution in association with Oracle on December 3, 2013.

This Webinar which had the major participation from US region was delivered by Duane Nelson, Customer Experience Strategist, Oracle.

Typically, most business have silo systems stitched in whole or pieces. This webinar was to showcase a Unified Solution covering multi channel approach to extend a meaningful customer experience

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CX Solutions

  1. 1. www.crmit.com 1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  2. 2. Agenda & Housekeeping  Introduction  Market drivers, emerging best practices, Oracle CX solution  Demonstration of CX business flow  Wrap-up with Q&A www.crmit.com 2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  3. 3. Who are we       Pioneers in SaaS based Customer Experience (CX) solutions and early adopters of Oracle Cloud 1000+ man years of deployment, implementation & migration expertise 250+ successful CRM / CX deployments including custom development and integration 200+ CRM training engagements globally Supporting 200,000 users in 20+ countries CRM++ applications for accelerated deployments (3500+ user base) www.crmit.com 3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  4. 4. Duane Nelson CRM Strategist, Oracle • 15 + years cross-vertical CRM experience in Sales, Product Management and User Experience roles • Specialized in Customer Experience Management, Solution Design, Integration, Security and everything Cloud David Morgridge Principal Solution Consultant, Oracle • 13 years with Oracle customer experience www.crmit.com 4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  5. 5. Technology has changed how we interact … As of September 2013, Facebook had more than 1.15 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 5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 2nd.
  6. 6. “Customer experience is the sum of all interactions a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” What is Customer Experience? 6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  7. 7. The Customer Journey Has Become More Complex Research Web Shop Purchase 7 Call for Info about Add-on Accessories Change Order Visit Retail Store Pickup Local Store Kiosk Browse Catalog Web Search Select Product Product Info Email Order Confirm w/Rec Email Social Order Online Chat In-Store Mobile Use Order Online Comparison Site Contact Center Catalog Pickup Ask Facebook Friends For Recommendations Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Read Reviews Confidential – Oracle Restricted Tweet About Purchase Experience Ask for Help on Community Chat Room
  8. 8. B2B Buying Complexity Identify Need Research Solutions Find Solutions Evaluate Try Purchase Loyalty Define Opportunity Attend Sales Event Define Use Cases Issue RFI/RFP Pilot Contract Contract Leverage Warranty Qualify Benefits Attend Trade Show Read Support Webs Get Product Information Pilot Product Receive Product Blog Positive Experiences Confirm Feasibility Read Blog Investigate Case Studies Assess Partnership Assess Service Engage Service Evolve to Sponsor Build Business Case Read Product Reviews Use Social Media Investigate References Investigate Alternates Impl. Emgmt Model Proactively get service Surf Web for Collateral Review RFP Responses Review Contracts Negotiate Post-Hoc Act as Reference Review Videos, Webcasts Assess ease of Contracting Compare Terms, Pricing Partner Prospect 8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  9. 9. Customer Experience is Top of Mind Primary CX business objective 26% of consumers now post negative comments to social sites after a bad experience. 89% of customers stop doing business with an organization after one bad experience. 69% of employees are not actively engaged in their jobs due to lack of Cx knowledge, tools, processes. 86% of customers will pay more for a better experience. 88% of employees believe they can impact experience quality. 93% of C-level executives say improving their customer’s experience is one of their top three priorities in the next two years. 98% of C-level executives say they are in process of developing a formal customer experience initiative. . 9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted Source: Harris Interactive
  10. 10. Good CX and Revenues Irrespective of metric used, the correlation is undeniable 10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  11. 11. Why Boards love Customer Experience  CX Leaders Outperform!! 20% YoY estimated revenue lost when companies fail to deliver on CX. 11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  12. 12. Deliver Experiences YOUR Customers Want “Represent Me” “Reward Me” “Serve MY Needs” “Minimize The Risk” “Earn My Trust,” “Know My History” “Make It Easy” “Be Relevant” “Give Me More Value” “Engage Me” “Be Consistent” “Be Transparent” The Customer Lifecycle Journey 12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  13. 13. The CX chasm Can impact revenue by up to 20% 89% 49% but the truth is … of customers have switched already2 Executives believe 49% of customers will switch brands due to a poor customer experience1 39% 80% but the truth is … of business execs say they’re doing a Good to Excellent job of delivering a positive, relevant and consistent experience to their customers 13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted of companies earned a CX index of Good or Excellent from customers
  14. 14. Oracle CX connects every engagement your customer has with your brand  Leader in CRM Lead Management In Store  Leader in E-Commerce Contact Center Social Field Service Mobile  Leader in Sales Force Automation Direct Sales  Leader in CRM Web Customer Service  Leader in CRM for Large Organizations Web Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Social Channel Sales Foundational Tools Oracle Cloud Infrastructure and Platform Services 14 Oracle Mobile, Portal and Content Tools Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Oracle MDM, BI and Decisioning Tools Confidential – Oracle Restricted Oracle Integration and BPM/SOA Tools  Leader in CRM Customer Service Contact Centers  Leader in CRM Suite for Customer Service Solutions
  15. 15. Oracle Marketing Contact and Lead Management Campaign Management Responsive marketing and publishing across traditional and emerging channels drives high quality leads, revenue and enduring customer relationships 15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Marketing Measurement Loyalty Management Listen, analyze, engage and market to prospects, customers, advocates and detractors across social media networks Confidential – Oracle Restricted Social Marketing Demonstrate ROI created through marketing campaigns and programs and their impact on customer acquisition and retention
  16. 16. Oracle Commerce Commerce Platform Experience Management Empower business users to define, configure and deploy commerce experiences across all commerce channels 16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Product Content Management Order Management Enterprise grade commerce solutions ensure consumers have 24x7x365 access to commerce across all channels Confidential – Oracle Restricted Social Commerce Enable relevant commerce experiences that meet the needs of today’s knowledge driven, always connected and empowered customer
  17. 17. Oracle Sales Sales Force Automation Territory and Quota Mgmt. Boost productivity to Do More with easy-to-use applications that leverage the combined knowledge of your company and are available where ever needed 17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Incentive Compensation Sales Forecasting Empower executives and managers to Know More and so streamline operations, drive key strategic decisions and increase performance Confidential – Oracle Restricted Partner Relationship Mgmt. Social Selling Allow your company to Grow More with advanced territory and quota management, incentive compensation, and partner relationship management,
  18. 18. Oracle Service Web Customer Service Cross-Channel Contact Center Ensure each customer engagement request is assigned, tracked, resolved across all interaction channels and leveraged in future engagements 18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Knowledge Management Policy Management Rapidly define, configure and deliver personal and relevant customer service experiences across all channels of interaction Confidential – Oracle Restricted Field Service Social Customer Service Leverage service engagements as an opportunity to expand engagements beyond the service request
  19. 19. Oracle Social Social Networking & Collaboration Social Listening & Engagement A unified social solution providing best-in-class networking, listening, engagement and publishing that can socially enable the enterprise. 19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Social Marketing Social Commerce Set of prebuilt integrations for social listening and engagement, social marketing, social commerce, social selling and social customer service. Confidential – Oracle Restricted Social Selling Social Customer Service Leverage Oracle Social to empower your enterprise, enhance your CX capabilities and grow your business.
  20. 20. Oracle Significant Strategic Investment Two Years And $7B Acquiring Best In Class CX solutions •ATG: Best in Class Selling Experiences •Fatwire: Best in Class Marketing Experiences •Inquira: Best in Class Support Experiences •Endeca: Best in Class Search Experiences •RightNow: Best in Class Service Experiences •Vitrue: Best in Class Social Marketing •Collective Intellect: Best In Class Social Listening •Eloqua: Best in Class Multi-channel Marketing Platform 20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  21. 21. Best of Breed and Integrated Solutions Available Integrations (partial list) Oracle Sales and Oracle Service Oracle Commerce (ATG and Endeca) ✔ Oracle Service and Oracle Social Engagement and Monitoring ✔ Oracle Service and Oracle Policy Automation ✔ Oracle Service and Oracle Engagement Engine ✔ Siebel and Oracle Knowledge ✔ Oracle Sales and Oracle Social Marketing ✔ Oracle Sales and Oracle Social Network Confidential – Oracle Restricted ✔ Oracle Service and Oracle Knowledge Copyright © 2013, Oracle and/or its affiliates. All rights reserved. ✔ Oracle Commerce and OBIEE 21 ✔ ✔
  22. 22. Big Brand Customer CX Success Stories 22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  23. 23. Incredible Results 23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  24. 24. Reach us Americas EMEA Australia & N Zealand 1525 McCarthy Blvd Suite 1000,Milpitas, CA 95035 USA 9 Devonshire Square, London EC2M 4YF UK Suite 19, 103 George Street Parramatta, NSW 2150 Australia +1 (408) 722 0634 + 44 203 586 1248 +61 2 9186 2550 Japan Malaysia Rest of Asia 2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan B-5-8 Plaza Mont Kiara Mont Kiara 50480 Kuala Lumpur, Malaysia # 14, CRMIT Towers, BTM Layout 1st Stage, 100 Ft Ring Road Bangalore 560068 India +81 3 5809 8444 +603 2726 2759 +91 (80) 4292 5555 www.crmit.com 24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  25. 25. Questions? www.crmit.com 25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
  26. 26. Thank you sai@crmit.com sales@crmit.com www.crmit.com 26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted

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