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  • Need your feedback on our new SQL Server Connectivity portal

    - by The Official Microsoft IIS Site
    SQL Server, as a database product, has grown over the years and there are multiple ways to connect to it. Often, the different ways to connect to the database get documented and discussed in the various technology sections, and the technology choice determines which connectivity method one is going to use. For example, if one is writing a C++ application then one has to go with ODBC whereas a PHP web site developer will choose the PHP driver of course. Until now, this information was scattered all...(read more)

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  • Managing the Transition to IFRS

    As countries around the world announce and begin their move to adopting IFRS what can companies learn from those that have already travelled this path? Nigel Youell, Product Marketing Director for Performance Management Applications at Oracle talks to David Jones, Director at PWC, who has worked with multi-national companies across Europe helping them to make this transition and to improve their financial reporting in the process. This podcast offers those who have not yet started, or are currently undertaking, the IFRS journey the chance to learn from David's considerable experience on how to make IFRS an opportunity for improvement rather than just an enforced change.

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  • The Latest in Enterprise Continuous Controls Monitoring

    AMR identifies continuous controls monitoring as one of the top GRC software investments planned for 2010. Tune into this Appcast to hear why Gartner positions Oracle as a Leader in its Magic Quadrant for Continuous Controls Monitoring. Siddharth Sinha, Senior Director of GRC Product Strategy, unveils how Oracle GRC Controls monitors, enforces and optimizes critical processes within ERP applications, and reduce opportunities for fraud and error.

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  • CIO's Corner: Achieving a Balance

    - by Michelle Kimihira
    Author: Rick Beers Senior Director, Product Management, Oracle Fusion Middleware All too often, a CIO is unfairly characterized as either technology-focused or business-focused; as more concerned with either infrastructure performance or business excellence. It seems to me that this completely misses the point. I have long thought that a CIO has probably the most complex C-level position in an enterprise, one that requires an artful balance among four entirely different constituencies, often with competing values and needs. How a CIO balances these is the single largest determinant of success. I was reminded of this while reading the excellent interview of Mark Hurd by CNBC’s Maria Bartiromo in a recent issue of USATODAY (Bartiromo: Oracle's Hurd is in tech sweet spot). The interview covers topics such as Big Data, Leadership and Oracle’s growth strategy. But the topic that really got my interest, and reminded me of the need for balance, was on IT spending trends, in which Mark Hurd observed, “…budgets are tight. What most of our customers have today is both an austerity plan to save money and at the same time a plan to reapply that money to innovation. There isn't a customer we have that doesn't have an austerity plan and an innovation plan.” In an era of economic uncertainty, and an accelerating pace of business change, this is probably the toughest balance a CIO must achieve. Yet for far too many IT organizations, operating costs consume over 75% of their budgets, leaving precious little for innovation and investment in business-critical technology programs. I have found that many CIO’s are trapped by their enterprise systems platforms, which were originally architected for Standardization, Compliance and tightly integrated linear Workflows. Yes, these traits are still required for specific reasons and cannot be compromised. But they are no longer enough. New demands are emerging: the explosion in the volume and diversity of Data, the Consumerization of IT, the rise of Social Media, and the need for continual Business Process Reengineering. These were simply not the design criteria for Enterprise 1.0 and attempting to leverage them with current systems platforms results in an escalation in complexity and a resulting increase in operating costs for many IT organizations. This is the cost vs investment trap and what most constrains CIO’s from achieving the balance they need. But there is a way out of this trap. Enterprise 2.0 represents an entirely new enterprise systems architecture, one that is ‘Business-Centric’ rather than ‘ERP Centric’, which defined the architecture of Enterprise 1.0. Oracle’s best in class suite of Fusion Middleware Products enables a layered approach to enterprise systems architectures that provides the balance that an enterprise needs. The most exciting part of all this? The bottom two layers are focused upon reducing costs and the upper two layers provide business value and innovation. Finally, the Balance a CIO needs.  Additional Information Product Information on Oracle.com: Oracle Fusion Middleware Follow us on Twitter and Facebook Subscribe to our regular Fusion Middleware Newsletter

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  • How to create sitemap for my shopping site?

    - by John Sanjay
    I have one shopping site related to Home Goods and I need to create and submit the sitemap of my site in Google Webmaster Tool. I know there are several online tools to generate XML sitemap but some one told me that, Shopping site's sitemaps are different than other sites which means we have to submit sitemaps in two format. One is static page site map and another one is dynamic product page sitemap. Is it true? If so how create sitemaps in these two formats?

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  • What advantages do we have when creating a separate mapping table for two relational tables

    - by Pankaj Upadhyay
    In various open source CMS, I have noticed that there is a separate table for mapping two relational tables. Like for categories and products, there is a separate product_category_mapping table. This table just has a primary key and two foreign keys from the categories and product tables. My question is what are the benefits of this database design rather than just linking the tables directly by defining a foreign key in either table? Is it just matter of convenience?

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  • Oracle ADF PMs are UKOUG Conference 2012

    - by Grant Ronald
    Next week we'll have a (what is a collection of PM's called, flock? gaggle?) of ADF Product Managers attending the UKOUG conference in Birmingham.  Myself, Frank Nimphius, Chris Muir, Susan Duncan, Frederic Desbiens and Duncan Mills will all be attending.  We'll be covering a range of sessions and if you have any questions you'd like to ask about Oracle tools development, technical questions, migration, Forms to ADF, futures, mobile, anything!, then come up and say hi.

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  • How To Deal With Terrible Design Decisions

    - by splatto
    I'm a consultant at one company. There is another consultant who is a year older than me and has been here 3 months longer than I have, and a full time developer. The full-time developer is great. My concern is that I see the consultant making absolutely terrible design decisions. For example, M:M relationships are being stored in the database as a comma-delimited string rather than using a conjunction table to hold the relationships. For example, consider two tables, Car and Property: Car records: Camry Volvo Mercedes Property records: Spare Tire Satellite Radio Ipod Support Standard Rather than making a table CarProperties to represent this, he has made a "Property" attribute on the Car table whose data looks like "1,3,7,13,19,25," I hate how this decision and others are affecting the quality of my code. We have butted heads over this design three times in the past two months since I've been here. He asked me why my suggestion was better, and I responded that our database would be eliminating redundant data by converting to a higher normal form. I explained that this design flaw in particular is discussed and discouraged in entry level college programs, and he responded with a shot at me saying that these comma-separated-value database properties are taught when you do your masters (which neither of us have). Needless to say, he became very upset and demanded I apologize for criticizing his work, which I did in the interest of not wanting to be the consultant to create office drama. Our project manager is focused on delivering a product ASAP and is a very strong personality - Suggesting to him at this point that we spend some time to do this right will set him off. There is a strong likelihood that both of our contracts will be extended to work on a second project coming up. How will I be able to exert dominant influence over the design of the system and the data model to ensure that such terrible mistakes are not repeated in the next project? A glimpse at the dynamics: I can be a strong personality if I don't measure myself. The other consultant is not a strong personality, is a poor communicator, is quite stubborn and thinks he is better than everyone else. The project manager is an extremely strong personality who is focused on releasing tomorrow's product yesterday. The full-time developer is very laid back and easy going, a very effective communicator, but is someone who will accept bad design if it means not rocking the boat. Code reviews or anything else that takes "time" will be out of the question - there is no way our PM will be sold on such a thing by anybody.

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  • Tab Sweep: HTML5 Attributes, MDB, JasperReports, Delphi, Security, JDBCRealm, Joomla, ...

    - by arungupta
    Recent Tips and News on Java, Java EE 6, GlassFish & more : • JMS and MDB in Glassfish for 20 minutes (nik_code) • Installing Java EE 6 SDK with Glassfish on a headless system (jvmhost) • JSF + JPA + JasperReports (iReport) Part 2 (Rama krishnnan E P) • Serving Static Content on WebLogic and GlassFish (cdivilly) • Whats the problem with JSF? A rant on wrong marketing arguments (Über Thomas Asel) • JPA 2.1 will support CDI Injection in EntityListener - in Java EE 7 (Craig Ringer) • Java Delphi integration with Glassfish JMS OpenMQ (J4SOFT) • Java EE Security using JDBCRealm Part1 (acoustic091409) • Adding HTML5 attributes to standard JSF components (Bauke Scholtz) • Configuring SAS 9.1 to Use Java 5 or above on Windows (Java EE Tips) • Inject Java Properties in Java EE Using CDI (Piotr Nowicki) • NoClassDefFoundError in Java EE Applications - Part 2 (Java Code Geeks) • NoClassDefFoundError in Java EE Applications - Part 1 (Java Code Geeks) • EJB 3 application in Glassfish 3x (Anirban Chowdhury) • How To Install Mobile Server 11G With GlassFish Server 3.1 (Oracle Support) • Joomla on GlassFish (Survivant)

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  • What is the best retort to "premature optimization is the root of all evil"

    - by waffles
    Often I hear the sentiment ... "Why worry about performance, write slow code, get your product to market ... don't worry about performance. You can sort that out later" The culmination of this sentiment is: "... premature optimization is the root of all evil ... #winning" I was wondering, does anybody have a good retort to this one liner. Ideally an equally strong one liner that encompasses the reverse of this sentiment?

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  • Multiple vulnerabilities in libpng

    - by chandan
    CVE DescriptionCVSSv2 Base ScoreComponentProduct and Resolution CVE-2011-2690 Buffer Overflow vulnerability 6.8 PNG reference library (libpng) Solaris 10 SPARC: 137080-06 X86: 137081-06 Solaris 9 Contact Support Solaris 8 Contact Support CVE-2011-2691 Denial of Service (Dos) vulnerability 5.0 CVE-2011-2692 Denial of Service (Dos) vulnerability 4.3 This notification describes vulnerabilities fixed in third-party components that are included in Sun's product distribution.Information about vulnerabilities affecting Oracle Sun products can be found on Oracle Critical Patch Updates and Security Alerts page.

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  • Payback Is The Coupon King

    - by Troy Kitch
    PAYBACK GmbH operates the largest marketing and couponing platforms in the world—with more than 50 million subscribers in Germany, Poland, India, Italy, and Mexico.  The Security Challenge Payback handles millions of requests for customer loyalty coupons and card-related transactions per day under tight latency constraints—with up to 1,000 attributes or more for each PAYBACK subscriber. Among the many challenges they solved using Oracle, they had to ensure that storage of sensitive data complied with the company’s stringent privacy standards aimed at protecting customer and purchase information from unintended disclosure. Oracle Advanced Security The company deployed Oracle Advanced Security to achieve reliable, cost-effective data protection for back-up files and gain the ability to transparently encrypt data transfers. By using Oracle Advanced Security, organizations can comply with privacy and regulatory mandates that require encrypting and redacting (display masking) application data, such as credit cards, social security numbers, or personally identifiable information (PII). Learn more about how PAYBACK uses Oracle.

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  • GDL Presents: Creative Sandbox | Geo API

    GDL Presents: Creative Sandbox | Geo API Tune in to hear about two cool, innovative campaigns that use the Geo API, Nature Valley Trail View and Band of Bridges, from the core creative teams at McCann Erickson NY, Goodby Silverstein & Partners and Famous Interactive in conversation with a Google Maps product expert. They'll talk about how they pushed the possibilities of the Geo API - and will inspire you to do the same. From: GoogleDevelopers Views: 23 1 ratings Time: 52:32 More in Science & Technology

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  • Welcome to the Oracle Cloud Blog

    - by rex.wang
    Welcome to the new Oracle Cloud blog, the home for all things related to cloud computing, including: Oracle Cloud Private cloud products Managed cloud services Here you will find everything from industry perspectives, best practices, product news, customers, events and more. Let’s start with a fun video: watch as a slick SalesDay.com rep gives his best pitch to a wise CIO. Cloud will be a big theme at Oracle OpenWorld this year, so if you're going, here’s a guide to all cloud-related sessions and demo.

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  • Maker Faire 2012 Attendees build with Java Technology

    - by hinkmond
    Looks like Daniel Green, systems engineer from Oracle, and the panel of Java experts had a successful Java Technology booth at this year's Maker Faire 2012. See: Maker Faire 2012 adds Java Here's a quote: "We made a huge impact for Java and Oracle, creating positive perception, building brand awareness, and introducing fun and engaging ways for future technologists to learn Java programming," says Michelle Kovac, Oracle director, Java Marketing and Operations. Good stuff, considering all the future developers of exploding robots and fire-breathing dragon metal sculptures attend the Maker Faire. They can blow up stuff with Java technology just as effectively as other programming languages. Hinkmond

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  • One Week To Go: OTN Architect Day: Cloud Computing

    - by Bob Rhubart
    One week remains until OTN Architect Day: Cloud Computing kicks of at the spectacular Oracle HQ campus in Redwood Shores, CA. The event is free, and there is still time to register. When: Tuesday July 9, 2013 8:30am - 12:30pm Where: Oracle Conference Center350 Oracle Pkwy Redwood City, CA 94065 Register now. It's free! Here's the latest update to the event agenda: 8:30am - 9:00am Registration and Continental Breakfast 9:00am - 9:45am Keynote 21st Century IT | Dr. James Baty VP, Global Enterprise Architecture Program, Oracle Imagine a time long, long ago. A time when servers were certified and dedicated to specific applications, when anything posted on an enterprise web site was from restricted, approved channels, and when we tried to limit the growth of 'dirty' data and storage. Today, applications are services running in the muti-tenant hybrid cloud. Companies beg their customers to tweet them, friend them, and publicly rate their products. And constantly analyzing a deluge of Internet, social and sensor data is the key to creating the next super-successful product, or capturing an evil terrorist. The old IT architecture was planned, dedicated, stable, controlled, with separate and well-defined roles. The new architecture is shared, dynamic, continuous, XaaS, DevOps. This keynote session describes the challenges and opportunities that the new business / IT paradigms present to the IT architecture and architects. 9:45am - 10:30am Technical Session Oracle Cloud: A Case Study in Building a Cloud | Anbu Krishnaswami Enterprise Architect, Oracle Building a Cloud can be challenging thanks to the complex requirements unique to Cloud computing and the massive scale typically associated with Cloud. Cloud providers can take an Infrastructure as a Service (IaaS) approach and build a cloud on virtualized commodity hardware, or they can take the Platform as a Service (PaaS) path, a service-oriented approach based on pre-configured, integrated, engineered systems. This presentation uses the Oracle Cloud itself as a case study in the use of engineered systems, demonstrating how the technical design of engineered systems is leveraged for building PaaS and SaaS Cloud services and a Cloud management infrastructure. The presentation will also explore the principles, patterns, best practices, and architecture views provided in Oracle's Cloud reference architecture. 10:30 am -10:45 am Break 10:45am-11:30am Technical Session Database as a Service | Markus Michalewicz Senior Principal Product Manager Oracle Real Application Clusters (RAC) New applications are now commonly built in a Cloud model, where the database is consumed as a service, and many established business processes are beginning to migrate to database as a service (DBaaS). This adoption of DBaaS is made possible by the availability of new capabilities in the database that enable resource pooling, dynamic resource management, model-based provisioning, metered use, and effective quality-of-service controls. This session will examine the catalog of database services at a large commercial bank to understand how these capabilities are enabling DBaaS for a wide range of needs within the enterprise. 11:30 am - 12:00 pm Panel Q&A Dr. James Baty, Anbu Krishnaswami, and Markus Michalewicz respond to audience questions. Registration is free, but seating is limited, so register now.

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  • One Week To Go: OTN Architect Day: Cloud Computing

    - by Bob Rhubart
    One week remains until OTN Architect Day: Cloud Computing kicks of at the spectacular Oracle HQ campus in Redwood Shores, CA. The event is free, and there is still time to register. When: Tuesday July 9, 2013 8:30am - 12:30pm Where: Oracle Conference Center350 Oracle Pkwy Redwood City, CA 94065 Register now. It's free! Here's the latest update to the event agenda: 8:30am - 9:00am Registration and Continental Breakfast 9:00am - 9:45am Keynote 21st Century IT | Dr. James Baty VP, Global Enterprise Architecture Program, Oracle Imagine a time long, long ago. A time when servers were certified and dedicated to specific applications, when anything posted on an enterprise web site was from restricted, approved channels, and when we tried to limit the growth of 'dirty' data and storage. Today, applications are services running in the muti-tenant hybrid cloud. Companies beg their customers to tweet them, friend them, and publicly rate their products. And constantly analyzing a deluge of Internet, social and sensor data is the key to creating the next super-successful product, or capturing an evil terrorist. The old IT architecture was planned, dedicated, stable, controlled, with separate and well-defined roles. The new architecture is shared, dynamic, continuous, XaaS, DevOps. This keynote session describes the challenges and opportunities that the new business / IT paradigms present to the IT architecture and architects. 9:45am - 10:30am Technical Session Oracle Cloud: A Case Study in Building a Cloud | Anbu Krishnaswami Enterprise Architect, Oracle Building a Cloud can be challenging thanks to the complex requirements unique to Cloud computing and the massive scale typically associated with Cloud. Cloud providers can take an Infrastructure as a Service (IaaS) approach and build a cloud on virtualized commodity hardware, or they can take the Platform as a Service (PaaS) path, a service-oriented approach based on pre-configured, integrated, engineered systems. This presentation uses the Oracle Cloud itself as a case study in the use of engineered systems, demonstrating how the technical design of engineered systems is leveraged for building PaaS and SaaS Cloud services and a Cloud management infrastructure. The presentation will also explore the principles, patterns, best practices, and architecture views provided in Oracle's Cloud reference architecture. 10:30 am -10:45 am Break 10:45am-11:30am Technical Session Database as a Service | Markus Michalewicz Senior Principal Product Manager Oracle Real Application Clusters (RAC) New applications are now commonly built in a Cloud model, where the database is consumed as a service, and many established business processes are beginning to migrate to database as a service (DBaaS). This adoption of DBaaS is made possible by the availability of new capabilities in the database that enable resource pooling, dynamic resource management, model-based provisioning, metered use, and effective quality-of-service controls. This session will examine the catalog of database services at a large commercial bank to understand how these capabilities are enabling DBaaS for a wide range of needs within the enterprise. 11:30 am - 12:00 pm Panel Q&A Dr. James Baty, Anbu Krishnaswami, and Markus Michalewicz respond to audience questions. Registration is free, but seating is limited, so register now.

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  • Get Free Backlinks

    Having a good ranking from Google or Yahoo, or any other search engine is the key of online business. No matter how good is the product that you are selling online, nobody will buy it if it can not be found on the Internet. Search engine optimization helps you to increase the coefficient of ratings and the backlinks have an important role.

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  • Create Automated Blogs Rapidly

    Automated blogs simplify the content management job of webmasters, but this is not possible without the required product. Carty Studio's .NET based Auto Blogging Software helps you create automated blogs without much extra work as it grabs content from the relevant RSS Feeds automatically. After reading Anand's review you will understand the usefulness of the software.

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  • Create Automated Blogs Rapidly

    Automated blogs simplify the content management job of webmasters, but this is not possible without the required product. Carty Studio's .NET based Auto Blogging Software helps you create automated blogs without much extra work as it grabs content from the relevant RSS Feeds automatically. After reading Anand's review you will understand the usefulness of the software.Did you know that DotNetSlackers also publishes .net articles written by top known .net Authors? We already have over 80 articles in several categories including Silverlight. Take a look: here.

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  • Tools for creating assets? [closed]

    - by Agent_9191
    There are similar questions about finding existing resources that are free for use (free sprites/images, music, sound), but I'm interested in creating the resources myself. What tools do you use for asset creation/modification? Please only put one tool per answer. Also try to include the following information: Product Name Link to website Type of assets is can create (2D images, 3D images, audio, etc) OS(s) supported Cost License (if free/open source) General summary

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  • How do you manage extensibility in your multi-tenant systems?

    - by Brian MacKay
    I've got a few big web based multi-tenant products now, and very soon I can see that there will be a lot of customizations that are tenant specific. An extra field here or there, maybe an extra page or some extra logic in the middle of a workflow - that sort of thing. Some of these customizations can be rolled into the core product, and that's great. Some of them are highly specific and would get in everyone else's way. I have a few ideas in mind for managing this, but none of them seem to scale well. The obvious solution is to introduce a ton of client-level settings, allowing various 'features' to be enabled on per-client basis. The downside with that, of course, is massive complexity and clutter. You could introduce a truly huge number of settings, and over time various types of logic (presentation, business) could get way out of hand. Then there's the problem of client-specific fields, which begs for something cleaner than just adding a bunch of nullable fields to the existing tables. So what are people doing to manage this? Force.com seems to be the master of extensibility; obviously they've created a platform from the ground up that is super extensible. You can add on to almost anything with their web-based UI. FogBugz did something similiar where they created a robust plugin model that, come to think of it, might have actually been inspired by Force. I know they spent a lot of time and money on it and if I'm not mistaken the intention was to actually use it internally for future product development. Sounds like the kind of thing I could be tempted to build but probably shouldn't. :) Is a massive investment in pluggable architecture the only way to go? How are you managing these problems, and what kind of results are you seeing? EDIT: It does look as though FogBugz handled the problem by building a fairly robust platform and then using that to put together their screens. To extend it you create a DLL containing classes that implement interfaces like ISearchScreenGridColumn, and that becomes a module. I'm sure it was tremendously expensive to build considering that they have a large of devs and they worked on it for months, plus their surface area is perhaps 5% of the size of my application. Right now I am seriously wondering if Force.com is the right way to handle this. And I am a hard core ASP.Net guy, so this is a strange position to find myself in.

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  • My Oracle Support E-Business CRM Communities = Answer Hubs

    - by Oracle_EBS
    Want a quick answer to your EBS CRM problem?  Try our My Oracle Support E-Business CRM Communities.  Another avenue to get timely and accurate support and solutions from Oracle Support experts, industry peers and it's searchable to learn from others experiencing the same issues.  Give them a try! Oracle Complex Maintenance, Repair and Overhaul Community Oracle Contracts Community Oracle Depot Repair Oracle Install Base Community Oracle Lease & Finance Community Oracle Mobile Field Service Community Oracle Quoting Oracle Sales and Marketing Oracle Sales Compensation Oracle Service Community Oracle Telesales Oracle Trade Management

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  • Will we ever lose the human touch?

    - by divya.malik
    I was at a conference two weeks ago, which was targeted to sales and marketing professionals. The discussions around the changing scenario in sales was very interesting. More and more of selling is moving to the internet- sales people are delivering more of their presentations online, or via the phone. Budget constraints and new technologies have dramatically decreased the need for face-to-face interactions. At the same time, customers are also researching for products on their own, taking the advice of peers, making up their mind, and then contacting the vendor. That takes care of more than half of the usual selling process. But humans are social animals, and because of that I believe that despite these changing trends and technologies, the need to maintain the human touch will always be necessary. One of the presenters at the conference shared this video, which stayed in my mind.

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  • TGIF: Engagement Wrap-up

    - by Michael Snow
    We've had a very busy week here at Oracle and as we build up to Oracle OpenWorld starting in less than 10 days - it doesn't look like things will be slowing down. Engagement is definitely in the air this week. Our friend, John Mancini published a great article entitled: "The World of Engagement" on his Digital Landfill blog yesterday and we hosted a great webcast with R "Ray" Wang from Constellation Research yesterday on the "9 C's of Engagement". 12.00 Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman";} I wanted to wrap-up the week with some key takeaways from our webcast yesterday with Ray Wang. If you missed the webcast yesterday, fear not - it is now available  On-Demand. We'll leave you this week with lots of questions about how to navigate these churning waters of engagement. Stay tuned to the Oracle WebCenter Social Business Thought Leaders Webcast Series as we fuel this dialogue. 12.00 Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman";} Company Culture Does company support a culture of putting customer satisfaction ahead of profits? Does culture promote creativity and cross functional employee collaboration? Does culture accept different views of multi-generational workforce? Does culture promote employee training and skills development Does culture support upward mobility and long term retention? Does culture support work-life balance? Does the culture provide rewards for employee for outstanding customer support? Channels What are the current primary channels for customer communications? What do you think will be the primary channels in two years? Is company developing support model for emerging channels? Do all channels consistently deliver the same level of customer support? Do you know the cost per transaction across all channels? Do you engage customers proactively across multiple channels? Do all channels have access to the same customer information? Community Does company extend customer support into virtual communities of interest? Does company facilitate educating users through its virtual communities? Does company mine its customer’s experience into useful data? Does company increase the value for customers through using data to deliver new products and services? Does company support two way interactions with its customers through communities of interest? Does company actively support social CRM, online communities and social media markets? Credibility Does company market its trustworthiness through external certificates such as business licenses, BBB certificates or other validations? Does company promote trust through customer testimonials and case studies on ethical business practices? Does company promote truthful market campaigns Does company make it easy for customers to complain? Does company build its reputation for standing behind its products with guarantees for satisfaction? Does company protect its customer data with high security measures> Content What sources do you use to create customer content? Does company mine social media and blogs for customer content? How does your company sort, store and retain its customer content? How frequently does content get updated? What external sources do you use for customer content? How many responses are typically received from a knowledge management system inquiry? Does your company use customer content to design and develop new product and services? Context Does your company market to customers in clusters or individually? Does your company customize its messages and personalize them to specific needs of each individual customer? Does your company store customer data based on their past behaviors, purchases, sentiment analysis and current activities? Does your company manage customer context according to channels used? For example identify personal use channels versus business channels? What is your frequency of collecting customer activities across various touch points? How is your customer data stored and analyzed? Is contextual data used for future customer outreach? Cadence Which channels does your company measure-web site visits, phone calls, IVR, store visits, face to face, social media? Does company make effective use of cross channel marketing to promote more frequent customer engagement? Does your company rate the patterns relevant for your product or service and monitor usage against this pattern? Does your company measure the frequency of both online and offline channels? Does your company apply metrics to the frequency of customer engagements with product or services revenues? Does your company consolidate data for customer engagement across various channels for a complete view of its customer? Catalyst Does company offer coupon discounts? Does company have a customer loyalty program or a VIP membership program? Does company mine customer data to target specific groups of buyers? Do internal employees serve as ambassadors for customer programs? Does company drive loyalty through social media loyalty programs? Does company build rewards based on using loyalty data? Does company offer an employee incentive program to drive customer loyalty?

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