DML13 - Robert van de Steeg - Oracle - Social Enterprise

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DML13 - Robert van de Steeg - Oracle - Social Enterprise

  1. 1. Social Enterprise: Reality or FictionRobert van de Steeg
  2. 2. Social enterprises are social mission driven organizations which apply market-based strategies to achieve a social purpose.2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  3. 3. What is a Social Enabled Enterprise Marketing ERP Sales Embedded Social Experience Talent Service HCM3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  4. 4. 4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  5. 5. Gartner: Social  “A social for CRM strategy”  Social for Marketing  Social for Sales  Social for Commerce  Social for Customer Service and Support5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  6. 6. Social part of Customer Experience In Store Contact Center Social Field Service Mobile Direct Sales Marketing Commerce Sales Service Channel Sales Web CX Foundation6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  7. 7. Impact on the Business 1. Develop a customer social profile 2. Design processes 3. Allow collaboration and sharing7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  8. 8. Evaluate Your Organization’s Experience …and where you aspire to be Impact of ExperienceCustomer CX CX CX CX CX 1 2 3 4 5 Disruptive Distant Engaged Loyal AdvocateExperience Frustrating Neutral Useful Valuable Meaningful • Difficult, repetitive • Usable • Easy • Convenient • Personal • Inconsistent, • Acceptable • Consistent • Quality • Desirable inaccurate • Low-to-no • Expectations • Expectations met • Expectations • Expectations unmet expectations managed exceededBusiness Suffers Survives Competes Differentiates Dominates
  9. 9. 9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  10. 10. Robert van de Steegrobert.van.de.steeg@oracle.com

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