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Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 1
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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.
‘12
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
Center Mobile
Social
Mobile Web
Contact
Center
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Why Boards Love Customer Experience
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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
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A x-Channel Challenge
Mobile
Social Media
In Store Self Service & Support Service
Execution Direct Sales
Channel Sales Web
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Today’s Customer Journeys are Complex
WEB CONTACT
CENTER IN-
STORE CATA
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
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 Service Commerce 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 SALES MODERN 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 Sales Web
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 Sales Web
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 Sales Web
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
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Know – Rich Profile
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Engage – Owned and Earned Media
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Engage – Email done right
Dynamic
Account Rep
Content
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Engage – Paid Media
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Learn – Measure everything
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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 Sales Web
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 48
Web
Integrated Customer Service & Support
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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 Sales Web
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 Sales Web
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 62
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