Presentación de Ana del Amo, Principal Sales Consultant en Oracle para la jornada Plataformas y soluciones eCommerce, celebrada el pasado día 15 de Junio de 2010
Presentación de Miguel Nobre, WW Sales para eCommerce en IBM, para la jornada Plataformas y soluciones eCommerce, celebrada el pasado día 15 de Junio de 2010
Copernica DM Summit 2012: Ian Stuyver - Hoe haal ik meer uit mijn e-commerce ...Copernica BV
Uw e-commerce systeem bevat een goudmijn aan informatie; niet enkel klanteninformatie, maar ook koopgedrag, abandoned baskets, wishlists, returns enz.. Deze informatie stelt u in staat uiterst gerichte e-mailmarketing in te zetten richting uw (potentiële) klanten. Een feilloze, geautomatiseerde integratie tussen uw e-commerce systeem en Copernica kan dit process versnellen en optimaliseren. Deze presentatie biedt een overzicht van de mogelijkheden van deze oplossing en de voordelen ervan.
Customer experience letter Bank of America thoughtsClient X Client
Bank of America's Chairman's letter to 270000 employees about customer experience got my attention as a customer and a customer experience strategist. Why does the bank suddenly care about customer experience? Will my experience change? Will change be for better? Whom will be affected by change? What are the costs? How will employees think differently? How will customer experience be made visible to employees? Connected to roles? Who is ultimately responsible for BofA's customer experience?
Emakina Academy 5 - Boost your intranet - Key factors of success when buildin...Emakina
Since 2003, Emakina has successfully deployed many communication portals for the STIB/MIVB and its 6.500 employees., It's time to share our expertise through real live cases and proven best practices.
Representatives from STIB/MIVB will explain their own experience with the SAP Portal NetWeaver platform. We will also present TeamWeaver, our SAP-certified solution that significantly improves the content management in the NetWeaver environment.
Presentación de Miguel Nobre, WW Sales para eCommerce en IBM, para la jornada Plataformas y soluciones eCommerce, celebrada el pasado día 15 de Junio de 2010
Copernica DM Summit 2012: Ian Stuyver - Hoe haal ik meer uit mijn e-commerce ...Copernica BV
Uw e-commerce systeem bevat een goudmijn aan informatie; niet enkel klanteninformatie, maar ook koopgedrag, abandoned baskets, wishlists, returns enz.. Deze informatie stelt u in staat uiterst gerichte e-mailmarketing in te zetten richting uw (potentiële) klanten. Een feilloze, geautomatiseerde integratie tussen uw e-commerce systeem en Copernica kan dit process versnellen en optimaliseren. Deze presentatie biedt een overzicht van de mogelijkheden van deze oplossing en de voordelen ervan.
Customer experience letter Bank of America thoughtsClient X Client
Bank of America's Chairman's letter to 270000 employees about customer experience got my attention as a customer and a customer experience strategist. Why does the bank suddenly care about customer experience? Will my experience change? Will change be for better? Whom will be affected by change? What are the costs? How will employees think differently? How will customer experience be made visible to employees? Connected to roles? Who is ultimately responsible for BofA's customer experience?
Emakina Academy 5 - Boost your intranet - Key factors of success when buildin...Emakina
Since 2003, Emakina has successfully deployed many communication portals for the STIB/MIVB and its 6.500 employees., It's time to share our expertise through real live cases and proven best practices.
Representatives from STIB/MIVB will explain their own experience with the SAP Portal NetWeaver platform. We will also present TeamWeaver, our SAP-certified solution that significantly improves the content management in the NetWeaver environment.
In this fascinating presentation Sebastian Hempstead (Brandwatch) shows how companies may be missing out on critical insights and actionable data, especially if they're too focussed on the big numbers. The presentation includes useful hints and tips on how you can make the most of your social media monitoring.
La Experiencia del Cliente: cumpliendo con la promesa de la marcaMundo Contact
Santiago Ontañón, Director de Ventas para Retail de Oracle México en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México
In this fascinating presentation Sebastian Hempstead (Brandwatch) shows how companies may be missing out on critical insights and actionable data, especially if they're too focussed on the big numbers. The presentation includes useful hints and tips on how you can make the most of your social media monitoring.
La Experiencia del Cliente: cumpliendo con la promesa de la marcaMundo Contact
Santiago Ontañón, Director de Ventas para Retail de Oracle México en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México
Presentación de Carlos Maure, Responsable de Desarrollo de Negocio en BBVAGlobalnet para la jornada Plataformas y soluciones eCommerce, celebrada el pasado día 15 de Junio de 2010
Presentación de Guillermo Gil-Delgado, Director Comercial/Marketing de AC Camerfirma, para la jornada "La importancia de la certificación digital de las empresas", celebrada el pasado 15 de Diciembre de 2009
Presentación de Rafa Mérida, Director Creativo y de Experiencia de usuario en IDEUP, para la jornada sobre Usabilidad, celebrada el pasado 20 de Abril de 2010
Presentación de Ignacio Marijuán, Delegado Comercial AC Camerfirma, para la jornada "La importancia de la certificación digital de las empresas", celebrada el pasado 15 de Diciembre de 2009
Presentación de Luis María Latasa Vassallo, Asociado del departamento de derecho de las tecnologías de la información Garrigues, para la jornada "La importancia de la certificación digital de las empresas", celebrada el pasado 15 de Diciembre de 2009.
Prsentación de Víctor Gil, experto en Marketing y Nuevas Tecnologías y autor del libro "Coolhunting: El arte y la ciencia de descubrir tendencias" para la jornada "Coolhunting y Web 2.0: aprende a identificar tendencias", celebrada el pasado 18 de Diciembre.
Presentación de Jesús Carreras, Responsable de Proyectos y Experiencia de Usuario en
DNX Group, para la jornada sobre Usabilidad, celebrada el pasado 20 de Abril de 2010
Presentación de Jordi Pascual, Director de eCommerce de Caixa Catalunya, para la "Jornada de Medios de Pago Online", celebrada el pasado 26 de Noviembre de 2009.
Consumers are smarter today than ever before. In fact, today's consumers own your brand. Their shopping expectations are higher, they make decisions faster, and they research thoroughly and independently. Consumers also know they have a lot of choice regarding when and where to purchase. Added to the mix are consumers who are increasingly technology savvy, more demanding, and are making tradeoffs by focusing on value, transparency and accountability. If retailers are unable to provide the convenience or service consumers expect, loyalty will evaporate, competitive advantage will erode, and retailers’ value proposition will crumble.
In this webcast you will discover how to satisfy the smarter consumer by providing a seamless customer experience that reaches across all touch points, spanning human, digital, social and mobile modes of access that are optimized according to customer preferences...a customer experience that delivers products and services flawlessly to keep customers coming back for more.
Learn how Best Buy responds to customer control and demands and how the electronics and home appliances retailer is tackling issues with mobile, digital, social media, inventory availability, fulfillment flexibility and convenience.
Once consumers get a taste of the seamless shopping experience, they expect it. It doesn’t matter what your product or service is. Join us and learn how to put your business back in control of the shopping experience.
This three part series provides a complete overview of End-to-End Customer Engagement and reveals the proven best-practices of In-Store Clienteling; Multi-Channel Campaign Management and Analytics; Ecommerce and Consumer-Facing Digital Technologies.
PART 1: In-Store Clienteling
The panel of industry experts offer an informative, in-depth look at In-Store Clienteling including:
• Clienteling defined: the trends and technologies of In-Store Clienteling
• Managing the shift in the retailer-customer relationship
• Culture change: techniques for creating a Clienteling culture
• Implementation: best-practices in capturing, converting and keeping customers
• Calculating the ROI: real-world examples
• Clienteling outlook: what the future has in store
Phenomenally successful Southwest Airlines is renowned for its stellar Customer service. Learn from former Southwest Executive and author of Lessons in Loyalty, Lorraine Grubbs, how Southwest built and maintains one of the most faithful Customer bases.
Southwest Airlines recognized long ago that they were in the Customer service industry, they just happened to fly airplanes. They were one of the few companies who realized the existence of dual Customers - the internal one (employees) and the external one (passengers, vendors, partners, etc). This Customer service mindset was established from the onset in the creation of their mission statement, which in two separate parts, vows to deliver care and service to both employees and Customers. Their continual dedication to achieving the highest level of Customer service led them to:
* Always capitalize the "C" in Customers to emphasize their importance
* Imbed each employee paycheck with a reminder message that their "Customers were responsible for providing this paycheck"
* Design a hiring system to attract and retain "Warrior Spirits" with innate Customer service skills
* Implement a recognition system and invite the external Customer to help recognize employees
* Utilize fun as a strategy to find the kid in everyone
In this webinar you'll learn how to create a Customer Service culture in your organization, regardless of size. The principles and practices learned in this session will, when implemented correctly, boost the level of Customer loyalty in your organization, ultimately positioning your company as a leader in your industry and giving you a tremendous competitive advantage.
How Social Media is Transforming Customer Service and the Customer ExperienceParature, from Microsoft
With the downturn in the economy, should companies be spending on Customer Service? Unequivocally, yes. It's the number one initiative that directly affects a company's most valuable asset: customers.
What should companies invest in? Customer Service Social Media - It reduces operational costs and improves first call resolution, customer loyalty as well as provides a host of other benefits to marketing, sales, product development, and other critical departments. Companies that want to transform their relationships with customers need to move Social Media to the top of their priority list. It should be the number one customer service initiative in 2009. This talk will provide the basis for developing an ROI for social media and the customer service center.
Social: Session 7: Turbocharging Customer Service Through Social TechnologiesSugarCRM
Social media - Twitter, Facebook, discussion forums, ideation communities, social listening platforms to name a few - can be used to help companies deliver a customer service experience that aligns with customer expectations. This alignment ultimately results in a more loyal customer base and a quantifiably larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. This presentation describes the foundational elements that your contact center must get right before you consider adding social technologies, and how social technologies can be deployed in a manner that extends current capabilities, and reinforces the customer experience and company brand.
Similar to Self-service: Optimice cada interacción con el cliente - Ana del Amo, Oracle (20)
Presentación de Susana Voces, Responsable de Ventas de PayPal, para la "Jornada de Medios de Pago Online", celebrada el pasado 26 de Noviembre de 2009.
Presentación de François Hélard, Country Manager España de Adyen para la "Jornada de Medios de Pago Online", celebrada el pasado 26 de Noviembre de 2009.
Presentación de Vanesa Gil Laredo, Responsable de Consultoría y Qualified Security Assessor de S21SEC para la "Jornada de Medios de Pago Online", celebrada el pasado 26 de Noviembre de 2009.
Ponencia de Alejandro Sáez (BuyVip) para la presentación del "V Estudio del CRM en España" que tuvo lugar el pasado 8 de Octubre en la Casa Llotja de Barcelona.
Ponencia de Pedro Álvarez (Arvato) para la presentación del "V Estudio del CRM en España" que tuvo lugar el pasado 8 de Octubre en la Casa Llotja de Barcelona.
Ponencia de Marta Continente y Anton Queralt (Generalitat de Catalunya) para la presentación del "V Estudio del CRM en España" que tuvo lugar el pasado 8 de Octubre en la Casa Llotja de Barcelona.
El presente estudio recopila las opiniones de 20 expertos de diferentes sectores de actividad y datos cuantitativos sobre la utilización del CRM en cada uno de sus pilares.
Richard King participó el pasado 29 de Octubre de 2009 en el European Ecommerce Conference, congreso anual de comercio electrónico, con la ponencia '10 years on a rollercoaster - the Verivox story on an e-commerce success'.
Como Vicepresidente Internacional de Verivox, Rischard es responsable de todas las actividades de la compañía fuera de Alemania, incluyendo su expansión geográfica. Richard cuenta con 15 años de experiencia comercial y de marketing como responsable de equipos de más de 200 personas en 35 países, que han generado ventas de hasta 200 millones de euros en actividades internacionales.
Brian Kalma fue ponente en la pasada edición del European Ecommerce Conference (celebrada el 29 de Octubre de 2009 en el Circo Price de Madrid). Director de User Experience de zappos.com, tienda online recientemente adquirida por Amazon por su 'extraordinaria orientación al cliente', la ponencia de Kalma se tituló 'Extending the customer Experience'
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
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[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Self-service: Optimice cada interacción con el cliente - Ana del Amo, Oracle
1. <Insert Picture Here> Jornada Plataformas y
Soluciones eCommerce
Self-Service:
Optimice cada interacción con el cliente
Ana del Amo
Principal Sales Consultant
2. “El Personaje del Año”
“...The new Web is a very
different thing.
It's a tool for
bringing together the
small contributions of
millions of people and
making them
matter....”
(Time Magazine, March 24, 2008)
3. ¿Quién es ese Personaje/Cliente?
A busy and challenging job
Family holiday and active life style
Hola!
Mi nombre es Victor, The family
tengo 39 años y este
Knowledge es mi mundo.
Home and
and self Necesito estar everyday life
learning actualizado.
nt
me
ertain
Ent
New trends
Relationship
4. Cuatro Imperativos para el éxito
Aproveche la Concéntrese en
la efectividad y
Información
la eficiencia de
del Cliente
los procesos
Ayude a
Aumentar la Optimice cada
Efectividad de Interacción
los Equipos con el Cliente
de Venta
5. Cuatro Imperativos para el éxito
Aproveche la Concéntrese en
la efectividad y
Información
la eficiencia de
del Cliente
los procesos
Ayude a
Aumentar la Optimice cada
Efectividad de Interacción
los Equipos con el Cliente
de Venta
6. Interacción Multi-Canal
Mobile Online Contact Center Field Sales Puntos Venta Community TDT iTV Instaladores
CRM
Integrated End-to-End Process
Division A Division B Acquisition Outsourcing Partner
7. Optimice cada Interacción con el Cliente
“El coste de las transacciones por Internet representa sólo una fracción del
coste que generan las transacciones offline.”
Erik Brynjolfsson, Profesor – MIT Sloan School of Management
“La Web se está convirtiendo en el canal de autoservicio de preferencia debido
a la creciente penetración del servicio de banda ancha y el bajo costo del
canal Web tanto para clientes como para empresas”.
Informe de Estrategias de Autoservicio, 2007
8. La Evolución del Self-Service
Market
ls Leading
ve
n Le
o
o pti
Ad
1990’s 2000’s 2010’s
Basic Enhanced Market Leading
9. ¿Son sus clientes sus FANS?
52%of Social network users became fans
of a company or a brand
Socially networked customers buy more
10. Una Completa Solución de Self-Service
Multiple Billing
Sources
E-Support
E-Support E-Billing
E-Billing Siebel
Web Services CRM
Siebel
C/OM
E-Commerce
E-Commerce
One Consistent Online Customer Experience Across Channels
Web
Web IVR
IVR Call Center
Call Center In-Store
In-Store Chat
Chat
11. Ir Dónde Están Sus Clientes
Ventas en la Web
Accelerate Buying Decisions
• Robust online commerce capabilities
• Search & knowledge management
• Advanced chat
• Cross-channel collaboration
• Cart and checkout assistance
Maximize Conversion & Order Size
• Intelligent offers from the E-Bill
• Relevant, real-time targeted messages
• Up-sell and cross-sell based on history
• Chat integrated with Siebel Contact Center
• Web page ‘Push’ from agents
Breed Retention & Loyalty
• Engaging Rich Internet Application (RIA)
• Highly personalized & intelligent interactions
• Create ‘stickiness’ with E-Billing, E-Commerce
& E-Service cross-promotions
12. Siebel E-Commerce
• Browse Products: Keyword &
parametric search, compare,
related products and promotions,
KM integration, chat, and product
category specific default views
• Configure: Complex products,
editable promotions, and simple
product
• Checkout: Manage multiple
shopping carts, checkout, and
view order status
• View/Modify Assets: View
individual/company assets and
modify configurations
• Industry: Specific purchase flows,
New service, Suspend/Resume
service, change package, etc
13. Configuración & Extensión
Hay múltiples niveles de configuración en Self Service :
TYPE ROLE TOOLS TASKS
Siebel Business User Siebel •Maintain product catalog
Configuration Business •Maintain price matrixes
applications •Maintain configuration rules
Site Business User Admin UI •Create and Maintain Sites
Administration •Change look and feel with Template
Mapping
Site Developer JDeveloper •Define Templates referred to by
Configuration business users
& Extension •Update CSS style sheet
•Extend JSF page layouts and flows
•Extend Business Components
19. Diseño de Página
left1 Right1 • Predefined placeholders
left2 for Bins
• Declaratively move Bins
around
• Add new Bins
20. Integración de Contenidos
1
Translatable
Prompts
Resource bundles
2 5
Catalog Image Knowledge
Management
3
Product
attributes
Defined in
Siebel
4 Your
Any Content
Management
Content
WebCenter Extension Here
System (WebDAV) (JCR 170)
4
22. Self Service
Login Browse Browse Select
Categories Products Offer
Eligibility
RTD
1.Send
Customer 2-n.Send Context
4-n.Learn
ID 3-n.Return Offer
23.
24. Real Time Decisions
La mejor propuesta en tiempo real para cualquier canal
• Tomar la mejor decisión posible, utilizando la
información más actual y en tiempo real.
Teniendo en cuenta lo que ocurre en el
momento de la interacción y en un contexto Operational
concreto.
Applications
Y la información analítica de la que
disponemos.
Creando nuevos patrones de comportamiento Real-Time
de forma automática a través del
autoaprendizaje. Decision Solutions
Modificando incluso el flujo del proceso de
negocio para optimizar el resultado.
BI & Analytics
Intelligent Offer Generation
E-Commerce Promotions
Solutions
RTD recomienda la “siguiente mejor actividad” en todos los canales
25. Ayudar a que los Clientes se Auto-Ayuden
Mejor Servicio a un Menor Coste
Manage Accounts 24x7
• Search a knowledge base
• Auto-find solutions to deflect service requests
• Initiate and manage service requests
• Real-time information & service updates
• Update and modify account information
Leverage Cutting-Edge UI
• Combined corporate and user generated content
• Interactive and fun UI across channels
• Text or multi-media attachment
• Discussion forums and reviews
Provide Ease Of Use With Chat • Skill-based escalation through chat
• Customer account, active SR, recently viewed KM
documents visible to agent
• Web Page ‘Push’ URL
• Intent based responses
• Recorded chat sessions saved
26. Cubrir Nuevas Expectativas
Análisis de las Interacciones
The Challenge The Opportunity The Value
• Save $20-35/customer/year
Exorbitant Call Oracle Self-Service and $100s to $1,000s/business
Center, print, mail & E-Billing Solutions customer/year
processing costs
• Reduce Days Sales
High Days Sales Outstanding by 2-4 Days
Outstanding (DSO)
and lengthy • Increase user adoption:
collections cycles average of 25-60% adoption 2
years after deployment
Low user adoption
levels • Realize ROI < 6 months
(average)
Deflect call center calls and
High churn levels deepen customer relationships • Oracle Self-Service E-Billing
due to lack of users are 60-90% less likely to
with industry-leading
differentiation call your Call Center
Self-Service E-Billing solutions.
27. Oracle SelfService
Oracle is the ONLY vendor able to provide
all 3 pillars of effective self-service.
28. Una plataforma Única
Los usuarios de hoy son “Sociales”
Recent Favorites Search
Preferences
Notifications
Presence
Email
Contextual Wiring
Discussions Documents Communities
29. Siebel Self-Service
Paquete vs. Componente vs. Desarrollo
Packaged Component Custom
• Full UI app integrated to • Self-Service Framework • Build from scratch or
Siebel – UI components built on integrate existing systems
– Siebel E-Support WebCenter Suite with Siebel
– Siebel E-Commerce – Channel service layer for • Leverage Siebel services
• Less UI flexibility integration to Siebel CRM • Oracle or 3rd party dev tools
• Fewer technology choices • Augment flexible custom • Most flexible UI and choice of
development technology tools
30. Solución Completa: “ecommerce-in-a-box”
Siebel E-Commerce delivers a rich and dynamic selling experience to
increase conversion rates and order sizes.
KEY FEATURES
• Browse Dynamic Catalogs
• Advanced Pricing & Promotions
• Keyword & Faceted Search
• Product Comparison
• Related Products
• Real-Time Decisions (RTD) Product Recommendations
• Product Configurator
• Shopping Cart & Checkout
• Asset based ordering
• Integrated Chat
• Integrated Knowledge Management