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  • Oracle ties social, CRM, analytics products to customer experience

    - by Richard Lefebvre
    Oracle will embark on a new product strategy that centers on customer experience management, an approach driven by the company’s many recent acquisitions.  The new approach, announced by the company Monday night, will be seen in an expansive suite that features familiar Oracle products -- such as its Fusion CRM platform -- and offerings the company recently gained through acquisitions, including FatWire, RightNow and Vitrue. Billed as Oracle Customer Experience (CX), the suite enables businesses to respond to a market centered on the customer experience, said Anthony Lye, the company’s senior vice president of CRM. Companies “are very aware their products are commoditizing,” Lye said in an interview last week, referring to how the Web and social media channels have empowered customers. Customer experiences start and mature outside of CRM, and applications today need to reflect that shift, Lye said. Businesses thus need to step away from a pure CRM model, he said. Oracle claims CX will improve customer experience management by connecting businesses with customers across Web sites and social channels. Companies can create a single, real-time view of the customer and use predictive analytics of interactions to strengthen the customer experience, Oracle said. “Companies have to connect with their customers wherever, whenever and however they want,” Lye said. “They have to know and understand their customer.” Lye promoted Oracle CX as a suite that will work across channels to complement the company’s applications. A new strategy has been “cooking” for years now, but the acquisitions Oracle has made over the past two years made the time right for a “unique collaboration,” Lye said. CX includes basic Oracle CRM solutions such as Siebel and the new Fusion Apps. It also includes the company’s MDM products, Enterprise Data Quality, Customer Hub and Product Hub. And the suite is rounded out by the services that Oracle recently bought, transactions that created or enhanced the company’s presence in social, marketing, e-commerce and customer service. For instance, FatWire provides tools for marketing. ATG focuses on e-commerce. And RightNow specializes in customer service. Two recent acquisitions -- Collective Intellect and Vitrue -- gave Oracle a seat at the social table. Collective Intellect is a social intelligence program, and Vitrue is a social marketing and engagement platform. Those acquisitions have yet to be finalized. Oracle hopes to eventually integrate the two social offerings, as well as most of the other services, into the CX suite. CX can integrate on Oracle’s standard middleware, and can give users a lower TCO by leveraging it as a single stack on premise or as a cloud solution. Lye deferred questions about the pricing of CX, and instead pitched Oracle’s ability to offer multiple customer experience solutions in one suite. Businesses have struggled with the complexity of infrastructure and modern services that communicate with customers, Lye said. “They’ve struggled to pull all these things together. We’ve done that,” he said. Stephen Powers, a research director at Forrester Research Inc. in Cambridge, Mass., said it’s not surprising for Oracle to offer the CX suite and a related customer experience strategy.  “They’ve got CRM, ATG, FatWire. Clearly, it’s been the strategy for them,” he said. But the challenge for Oracle, and for any other vendor that has gone on an “acquisition spree,” is to connect its many products, Powers said. “The portfolio has to be more than the parts. They’ve got to realize the efficiencies and value of having these pieces to tie them together,” he said. “The proof is in the pudding. Adobe has done a nice job in its space with the products they’ve got. Now, Oracle has got to show it has something.” Albert McKeon (SearchCRM) Published: 25 Jun 2012 : http://searchcrm.techtarget.com/news/2240158644/Oracle-ties-social-CRM-analytics-products-to-customer-experience

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  • The MDM Journey: From the Customer Perspective

    - by Mala Narasimharajan
    Master Data Management is more than just about a single version of  the truth or providing a 360 degree view of the customer.  It spans multiple domains ranging from customers to suppliers to products and beyond.  MDM is pivotal to providing a solid customer experience - one that results in repeat business, continued loyalty and last but not least - high customer satisfaction.  Customer experience is not only defined as accurate information about the customer for the enterprise, but also presenting the customer with the right information about products, orders, product availability, etc.   Let's take a look at a couple of customer use cases with Oracle MDM. Below is a picture from a recent customer panel: Oracle MDM is a key platform for increasing upsell/cross-sell opportunities, improve targeting of customers and uncover new sales opportunies, reduce inaccuracies in mailing marketing materials to prospects, as well as to tap into and uncover the full value of a customer across business units more accurately.  A leading investment and private bank leverages Oracle MDM to do a better job of identifying clients, their levels of investment as well as consistently manage them through a series of areas such as credit, risk, new accounts, etc. Ultimately, they are looking to understand client investments and touchpoints across the company's offerings.  Another use case for Oracle MDM is with a major financial and insurance services company with clients worldwide, looking to resolve customer data inaccuracies and client information stored differently across mulitiple systems.  For more information on Oracle Master Data Management, click here.  

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  • Is surge protection actually needed?

    - by andrew
    Am I am an idiot for not using a surge protected powerboard? Does this mean my computer gets fried in a power outage? Which particular parts of the computer are most vulnerable to damage if I get a 'surge'? Sorry for being a newb.

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  • UPS for hard drive protection

    - by dimi
    I am in a place where electricity is not ideal (old house, no ground), sometimes it occasionally shuts down and supposedly there are some spikes. I consider using UPS with the goal to increase safety of my personal data. My first priority is the health of my internal and external USB hard drives which can be damaged due to possible power instability. I do not care that much about possible losses of not-saved work, instead I just want to let my system have a minimum time to turn off without any risk of physical damaging my hard drives. Would a cheap offline UPS suit my neads? Or do i need a better one with automatic voltage regulator (AVR)? How critical is AVR for the hard drives? The external ones require their own power supplies and will be plugged directly into UPS.

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  • The Customer Experience Imperative: A Game Changer for Brands

    - by Jeri Kelley
    By Anthony Lye, SVP, Cloud Applications Strategy, Oracle We know that customer experience has emerged as a primary differentiator for businesses today.  I’ve talked a lot about the new age of the empowered consumer. At Oracle we’ve spent a lot of time developing technologies and practices that our customers can implement to greatly improve their customer experience strategies. Of course I’m biased, but I think that we have created a portfolio of the best solutions on the planet to help organizations deal with the challenges of providing great customer experiences. We’ve done this because we started to witness some trends over the last few years. As the average person began to utilize social and mobile technologies more frequently and products commoditized, customer experience truly remained the only sustainable differentiator for businesses.In fact, we have seen that customer experience is often driving the success or the failure of a product or a brand. And as end customers have become more vocal about their experiences with companies on social and mobile channels, they now have the power to decide which brands will win and which brands will lose. To address this customer experience imperative, I believe that business today must do three things really well:Connect with your customers. You have to connect with customers whenever, wherever and however they want. Organizations must provide a great experience on their existing channels— the call center, the brick and mortar store, the field sales organizations, the websites and social properties. Businesses must also be great at managing and delivering journeys on these channels, while quickly adapting to embrace the new channels that emerge. You have to understand mobile. You have to understand social. You have to understand kiosks. These are all new routes to market, new channels where your customers may or may not show up. You have to interact with them where they are. You have to present information in a way that's meaningful to them. As well as providing what we would call a multichannel experience. We have to recognize that customers may start their experience on one channel, but end it on a different channel. It’s important that an organization’s technology solutions enable, not just a multichannel strategy, but a strategy that can power new channels and create customer journeys that cross these channels.Get to know your customers. Next, companies need to get to know the customer as intimately as the customer will allow. Today most customer interactions are anonymous, but it’s important for brands to know which customers drive value. Customers want to provide feedback. They want to share their opinions, but they want to know that those opinions are being heard and acted upon. For this to occur, we need to know much more about the customer and then reward them for their loyalty and for their advocacy.Enable connections. The last thing is to enable people to connect or transact with your brand. We've got to make it really, really simple for customers to do business with us. We can't make them repeat the steps; we can't make them tell us their identity for the fifth time as they move between organizations. These silos can no longer sustain or deliver a good customer experience. It's extremely important that companies be where customers want them to be—that we create profitable journeys for us and for them.Organizations have to make sure that there is a single source of truth that defines the customer. We have to make sure that the technology applications that we rely on understand not just the dimensions of multichannel, but of cross-channel too. We have to enable social at the very core of the overall architecture. We have to use historical analytics, real-time decisioning as well as predictive analytics to help personalize and drive an experience. And these are all technologies that IT needs, that IT is familiar with, but needs to enable for the line of business that in turn can enable for the end customer.  This means that we've got to make our solutions available to the customers in the cloud.In this new age of the empowered consumer, businesses have to focus on delivery mechanisms that reduce the overall TCO, while driving a rapid rate of innovation and a more rapid rate of deployment. At the Oracle Customer Experience Summit @ OpenWorld, I’ll discuss these issues and more. I hope that you can join us for what promises to be an unforgettable experience.

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  • Mark Hurd on the Customer Revolution: Oracle's Top 10 Insights

    - by Richard Lefebvre
    Reprint of an article from Forbes Businesses that fail to focus on customer experience will hear a giant sucking sound from their vanishing profitability. Because in today’s dynamic global marketplace, consumers now hold the power in the buyer-seller equation, and sellers need to revamp their strategy for this new world order. The ability to relentlessly deliver connected, personalized and rewarding customer experiences is rapidly becoming one of the primary sources of competitive advantage in today’s dynamic global marketplace. And the inability or unwillingness to realize that the customer is a company’s most important asset will lead, inevitably, to decline and failure. Welcome to the lifecycle of customer experience, in which consumers explore, engage, shop, buy, ask, compare, complain, socialize, exchange, and more across multiple channels with the unconditional expectation that each of those interactions will be completed in an efficient and personalized manner however, wherever, and whenever the customer wants. While many niche companies are offering point solutions within that sprawling and complex spectrum of needs and requirements, businesses looking to deliver superb customer experiences are still left having to do multiple product evaluations, multiple contract negotiations, multiple test projects, multiple deployments, and–perhaps most annoying of all–multiple and never-ending integration projects to string together all those niche products from all those niche vendors. With its new suite of customer-experience solutions, Oracle believes it can help companies unravel these challenges and move at the speed of their customers, anticipating their needs and desires and creating enduring and profitable relationships. Those solutions span the full range of marketing, selling, commerce, service, listening/insights, and social and collaboration tools for employees. When Oracle launched its suite of Customer Experience solutions at a recent event in New York City, president Mark Hurd analyzed the customer experience revolution taking place and presented Oracle’s strategy for empowering companies to capitalize on this important market shift. From Hurd’s presentation and related materials, I’ve extracted a list of Hurd’s Top 10 Insights into the Customer Revolution. 1. Please Don’t Feed the Competitor’s Pipeline!After enduring a poor experience, 89% of consumers say they would immediately take their business to your competitor. (Except where noted, the source for these findings is the 2011 Customer Experience Impact (CEI) Report including a survey commissioned by RightNow (acquired by Oracle in March 2012) and conducted by Harris Interactive.) 2. The Addressable Market Is Massive. Only 1% of consumers say their expectations were always met by their actual experiences. 3. They’re Willing to Pay More! In return for a great experience, 86% of consumers say they’ll pay up to 25% more. 4. The Social Media Microphone Is Always Live. After suffering through a poor experience, more than 25% of consumers said they posted a negative comment on Twitter or Facebook or other social media sites. Conversely, of those consumers who got a response after complaining, 22% posted positive comments about the company. 5.  The New Deal Is Never Done: Embrace the Entire Customer Lifecycle. An appropriately active and engaged relationship, says Hurd, extends across every step of the entire processs: need, research, select, purchase, receive, use, maintain, and recommend. 6. The 360-Degree Commitment. Customers want to do business with companies that actively and openly demonstrate the desire to establish strong and seamless connections across employees, the company, and the customer, says research firm Temkin Group in its report called “The CX Competencies.” 7. Understand the Emotional Drivers Behind Brand Love. What makes consumers fall in love with a brand? Among the top factors are friendly employees and customer reps (73%), easy access to information and support (55%), and personalized experiences, such as when companies know precisely what products or services customers have purchased in the past and what issues those customers have raised (36%). 8.  The Importance of Immediate Action. You’ve got one week to respond–and then the opportunity’s lost. If your company needs more than a week to answer a prospect’s question or request, most of those prospects will terminate the relationship. 9.  Want More Revenue, Less Churn, and More Referrals? Then improve the overall customer experience: Forrester’s research says that approach put an extra $900 million in the pockets of wireless service providers, $800 million for hotels, and $400 million for airlines. 10. The Formula for CX Success.  Hurd says it includes three elegantly interlaced factors: Connected Engagement, to personalize the experience; Actionable Insight, to maximize the engagement; and Optimized Execution, to deliver on the promise of value. RECOMMENDED READING: The Top 10 Strategic CIO Issues For 2013 Wal-Mart, Amazon, eBay: Who’s the Speed King of Retail? Career Suicide and the CIO: 4 Deadly New Threats Memo to Marc Benioff: Social Is a Tool, Not an App

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  • Customer Experience and BPM – From Efficiency to Engagement

    - by Ajay Khanna
    Over the last few years, focus of BPM has been mainly to improve the businesses efficiency. To create more efficient processes, to remove bottlenecks, to automate processes. That still holds true and why not? Isn’t BPM all about continuous improvement? BPM facilitates and requires business and IT collaboration. But business also requires working with customer. Do we not want to get close to and collaborate with our customers? This is where Social BPM takes BPM a step further. It not only allows people within an organization to collaborate to design exceptional processes, not only lets them collaborate on resolving a case but also let them engage with the customers. Engaging with customer means, first of all, connecting with them on their terms and turf. Take a new account opening process. Can a customer call you and initiate the process? Can a customer email you, or go to the website and initiate the process? Can they tweet you and initiate the process? Can they check the status of process via any channel they like? Can they take a picture of damaged package delivery and kick-off a returns process from their mobile device, with GIS data? Yes, these are various aspects to consider during process design if the goal is better customer experience and engagement. Of course, we want to be efficient and agile, but the focus here needs to be the customer. Now when the customer is tweeting about your products, posting on Facebook and Yelp about their experience with your company (and your process), you need to seek out that information. You need to gather and analyze the customer’s feedback on the social media and use that information to improve the processes and products. This is an excellent source of product and process ideation. So BPM is no longer only about improving back-office process efficiency, it is moving into a new and exciting phase of improving frontline customer facing processes, customer experience and engagement. Let me know how you think BPM can enhance customer experience.

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  • Customer retention - why most companies have it wrong

    - by Michel Adar
    At least in the US market it is quite common for service companies to offer an initially discounted price to new customers. While this may attract new customers and robe customers from competitors, it is my argument that it is a bad strategy for the company. This strategy gives an incentive to change companies and a disincentive to stay with the company. From the point of view of the customer, after 6 months of being a customer the company rewards the loyalty by raising the price. A better strategy would be to reward customers for staying with the company. For example, by lowering the cost by 5% every year (compound discount so it does never get to zero). This is a very rational thing to do for the company. Acquiring new customers and setting up their service is expensive, new customers also tend to use more of the common resources like customer service channels. It is probably true for most companies that the cost of providing service to a customer of 10 years is lower than providing the same service in the first year of a customer's tenure. It is only logical to pass these savings to the customer. From the customer point of view, the competition would have to offer something very attractive, whether in terms of price or service, in order for the customer to switch. Such a policy would give an advantage to the first mover, but would probably force the competitors to follow suit. Overall, I would expect that this would reduce the mobility in the market, increase loyalty, increase the investment of companies in loyal customers and ultimately, increase competition for providing a better service. Competitors may even try to break the scheme by offering customers the porting of their tenure, but that would not work that well because it would disenchant existing customers and would be costly, assuming that it is costlier to serve a customer through installation and first year. What do you think? Is this better than using "save offers" to retain flip-floppers?

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  • Join the Customer Experience Revolution

    - by Divya Malik
    By Suzy Meriwhether Customers want simple, consistent, and relevant experiences across all touchpoints and devices. Creating a great customer experience means delivering these qualities consistently over time across the entire customer lifecycle and enable businesses to attract more, retain more and sell more. Exceptional customer experiences create the loyalty, advocacy, and repeat business that drives success. Most successful companies would say that they try to create a good customer experience and have already invested in the systems, people, and training to develop it. So what’s missing? Why is it so much more difficult to meet customer expectations every day, in every way? How can you learn more? Join Oracle for a Live Event: Customer Experience Online Forum Participate in the Customer Experience Online Forum to hear from Bruce Temkin, a leading expert in customer experience, Anthony Lye, SVP of Oracle CRM, Marriott International, Nikon and other thought leaders to learn about the ROI of customer experience, what strategies leading brands use to win over customers, and how Oracle solutions can help you succeed in the Experience Revolution. I encourage you to register now for the half-day live event.

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  • Android app copy protection and data files

    - by Ben Mc
    I'm going to rephrase this question. As it turns out the original answer wasn't definitive and problems were found. ======================================================================= In my app, I access my sqlite database at the following hard-coded location in my code: /data/data/com.mydomain.appname/databases/database.db If I turn ON copy protection in the Market Place, will my app still have access to this location? Or will I have to change it to something like: */data-private/*data/com.mydomain.appname/databases/database.db (or something like this) Since I have a Dev phone only, I have no way of testing to see if my app still functions normally after turning on copy protection. Thank you!

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  • codeigniter csrf protection with ajax

    - by Yarandi
    i have a small problem here which i cannot fix,This post goes through but the response returns a “500 internal server error” who to fix it? JS in view: function load(value) { var utype = value; if(utype>0) { new Ajax.Request('<?php echo base_url().'another/load';?>'+'/'+utype, { method:'post', onSuccess: function(transport){ var response = transport.responseText || "no response text"; if(response!="no response text") document.getElementById('prog_id').innerHTML = response; }, onFailure: function(){ alert('Something went wrong ...') } }); } error in firebug : An Error Was Encountered The action you have requested is not allowed. when i change CSRF protection to False in config file its work for me.but i want protect this request with CSRF enabled. after search in CI forum i found this this link codeigniter-csrf-protection-with-ajax but i cant solve by it.can any one help me?

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  • The “Customer” Experience Revolution is Here

    - by Natalia Rachelson
    Normal 0 false false false EN-US X-NONE X-NONE /* 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-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} A guest post by Anthony Lye, SVP, Oracle Development The Experience Revolution is here, and we are going to explore and celebrate our new customer experience ventures and strategy in an extraordinary way. In true Oracle fashion, we are hosting an exceptional event, bringing together customer experience advocates, visionaries and practitioners to discover and define Oracle’s Customer Experience vision. The Experience Revolution is best described as today’s era of the empowered consumer. For those of us who work with customers on a daily basis, we know that the modern consumer demands fast, accurate, consistent information across all communication channels. And if they don’t like the services received can easily take to social channels to voice disapproval. For this reason, organizations today operate in an environment where traditional methods of differentiation are less effective and customer experience has become the primary driver of business value. Here’s some food for thought, according to the 2011 Customer Experience Impact (CEI) Report, a full 89 percent of consumers will switch brands for a better customer experience. In short, in today’s era of the empowered consumer, delivering excellent customer experiences is what will, and is, defining the next great brands. At The Experience Revolution, Oracle President Mark Hurd will detail the vision of where customer experience is going and how Oracle will help you get there. He will introduce for the first time Oracle Customer Experience, a cross stack suite of customer experience products that enable organizations to: Engage customers with a consistent, connected and personalized brand experience across all channels and devices Deliver exceptional cross-channel order fulfillment and customer service through web, call centers and social networks Connect and analyze data from all interactions to better personalize experiences and identify hidden opportunities The Experience Revolution will also include an interactive gallery of customer experience interactions, featuring videos, touch screens and near field communication technology that will guide each attendee through an individualized event experience. We hope you will join us for an incredible evening on June 25, from 6:00 – 9:00 p.m. at Gotham Hall in New York City. You can register for The Experience Revolution here. And if you haven’t already joined the conversation on Twitter, please do: #OracleCX, #ExperienceRevolution

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  • Oracle at The Forrester Customer Intelligence and Marketing Leadership Forums

    - by Christie Flanagan
    The Forrester Customer Intelligence Forum and the Forrester Marketing Leadership Forums will soon be here.  This year’s events will be co-located on April 18-19 at the J.W. Marriott at the L.A. Live entertainment complex in downtown Los Angeles.  Last year’s Marketing Forum was quite memorable for me.  You see, while Forrester analysts and business marketers were busy mingling over at the Marriott, another marketing powerhouse was taking up residence a few feet away at The Staples Center.  That’s right folks. Lada Gaga was coming to town.  And, as I came to learn, it made perfect sense for Lady Gaga and her legions of fans to be sharing a small patch of downtown L.A. with marketing leaders from all over the world.  After all, whether you like Lady Gaga or not, what pop star in recent memory has done more to build herself into a brand and to create an engaging, social and interactive customer experience for her Little Monsters?  While Lady Gaga won’t be back in town for this year’s Forrester events, there are still plenty of compelling reasons to make the trip out to Los Angeles.   The theme for The Forrester Customer Intelligence and Marketing Leadership Forums this year is “From Cool To Critical: Creating Engagement In The Age Of The Customer” and will tackle the important questions about how marketers can survive and thrive in the age of the empowered customer: •    How can you assess consumer uptake of new innovations?•    How do you build deep customer knowledge to drive competitive advantage?•    How do you drive deep, personalized customer engagement?•    What is more valuable — eyeballs or engagement?•    How do business customers engage in new media types?•    How can you tie social data to corporate data?•    Who should lead the movement to customer obsession?•    How should you shift your planning and measurement approaches to accommodate more data and a higher signal-to-noise ratio?•    What role does technology play in customizing and synchronizing marketing efforts across channels?As a platinum sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forums.  Here are some of the highlights:Oracle Speaking SessionThursday, April 19, 9:15am – 9:55amMaximize Customer Engagement and Retention with Integrated Marketing & LoyaltyMelissa Boxer, Vice President, Oracle CRM Marketing & LoyaltyCustomers expect to interact with your company, brand and products in more ways than ever before.   New devices and channels, such as mobile, social and web, are creating radical shifts in the customer buying process and the ways your company can reach and communicate with existing and potential customers. While Marketing's objectives (attract, convert, retain) remain fundamentally the same, your approach and tools must adapt quickly to succeed in this more complex, cross-channel world. Hear how leading brands are using Oracle's integrated marketing and loyalty solutions to maximize customer engagement and retention through better planning, execution, and measurement of synchronized cross-channel marketing initiatives.Solution ShowcaseWednesday, April 1810:20am – 11:50am 12:30pm – 1:30pm2:55pm – 3:40pmThursday, April 199:55am – 10:40am12:00pm – 1:00pmSolution Showcase & Networking ReceptionWednesday, April 185:10pm – 6:20pmBe sure to follow the #webcenter hashtag for updates on these events.  And for a more considered perspective on what Lady Gaga can teach businesses about branding and customer experience, check out Denise Lee Yohn’s post, Lessons from Lady Gaga from the Brand as Business Bites blog.

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  • Does Your Customer Engagement Create an Ah Feeling?

    - by Richard Lefebvre
    An (Oracle CX Blog) article by Christina McKeon Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue that brands don’t want to leave customers with this “ah” feeling. Since 94% of customers who have a low-effort service experience will buy from that company again, it makes financial sense for brands.1 Some brands are thinking differently about how they engage their customers to create ah feelings. How do they do it? Toyota is a great example of using smart assistance technology to understand customer intent and answer questions before customers hit the submit button online. What is unique in this situation is that Toyota captures intent while customers are filling out email forms. Toyota analyzes the data in the form and suggests responses before the customer sends the email. The customer gets the right answer, and the email never makes it to your contact center — which makes you and the customer happy. Most brands are fully aware of chat as a service channel, but some brands take chat to a whole new level. Beauty.com, part of the drugstore.com and Walgreens family of brands, uses live chat to replicate the personal experience that one would find at high-end department store cosmetic counters. Trained beauty advisors, all with esthetician or beauty counter experience, engage in live chat sessions with online shoppers to share immediate advice on the best products for their personal needs. Agents can watch customer activity online and determine the right time to reach out and offer help, just as help would be offered in a brick-and-mortar store. And, agents can co-browse along with the customer helping customers with online check-out. These personal chat discussions also give Beauty.com the opportunity to present products, advertise promotions, and resolve customer issues when they arise. Beauty.com converts approximately 25% of chat sessions into product orders. Photobox, the European market leader in online photo services, wanted to deliver personal and responsive service to its 24 million members. It ensures customer inquiries on personalized photo products are routed based on agent knowledge so customers get what they need from the company experts. By using a queuing system to ensure that the agent with the most appropriate knowledge handles the query, agent productivity increased while response times to 1,500 customer queries per day decreased. A real-time dashboard prevents agents from being overloaded with queries. This approach has produced financial results with a 15% increase in sales to existing customers and a 45% increase in orders from newly referred customers.

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  • protection points in survivable mutlicast network

    - by wantobegeek
    I am working on a project on survivable multicasting.I want to propose a hybrid scheme(protection and restoration) for that purpose.Can anyone help me with an approach to decide protection points in a multicast tree??(The protection points will be those points upto which there will be an alternate path from the multicast source(protection) and from protection point to the multicast destination the path will be dynamically restored.).Pls suggest an approach to find the protection points.I found an approach name caterpillar tree which assigns the nodes on the spine of caterpillar tree as protection points.Is there any other such approach..?

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  • The “Customer” Experience Revolution is Here

    - by Jeri Kelley
    A guest post by Anthony Lye, SVP, CRM, Oracle The Experience Revolution is here, and we are going to explore and celebrate our new customer experience (CX) ventures and strategy in an extraordinary way. In true Oracle fashion, we are hosting an exceptional event, bringing together customer experience advocates, visionaries and practitioners to discover and define Oracle’s Customer Experience vision. At The Experience Revolution, Oracle President Mark Hurd will detail the vision of where customer experience is going and how Oracle will help you get there. He will introduce for the first time Oracle Customer Experience, a cross stack suite of customer experience products that enable organizations to: Engage customers with a consistent, connected and personalized brand experience across all channels and devices Deliver exceptional cross-channel order fulfillment and customer service through web, call centers and social networks Connect and analyze data from all interactions to better personalize experiences and identify hidden opportunities The Experience Revolution will also include an interactive gallery of customer experience interactions, featuring videos, touch screens and near field communication technology that will guide each attendee through an individualized event experience. We hope you will join us for an incredible evening on June 25, from 6:00 – 9:00 p.m. at Gotham Hall in New York City.  You can register for The Experience Revolution here. And if you haven’t already joined the conversation on Twitter, please do:  #OracleCX, #ExperienceRevolution

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  • The “Customer” Experience Revolution is Here

    - by Jeri Kelley
    A guest post by Anthony Lye, SVP, CRM, Oracle The Experience Revolution is here, and we are going to explore and celebrate our new customer experience (CX) ventures and strategy in an extraordinary way. In true Oracle fashion, we are hosting an exceptional event, bringing together customer experience advocates, visionaries and practitioners to discover and define Oracle’s Customer Experience vision. At The Experience Revolution, Oracle President Mark Hurd will detail the vision of where customer experience is going and how Oracle will help you get there. He will introduce for the first time Oracle Customer Experience, a cross stack suite of customer experience products that enable organizations to: Engage customers with a consistent, connected and personalized brand experience across all channels and devices Deliver exceptional cross-channel order fulfillment and customer service through web, call centers and social networks Connect and analyze data from all interactions to better personalize experiences and identify hidden opportunities The Experience Revolution will also include an interactive gallery of customer experience interactions, featuring videos, touch screens and near field communication technology that will guide each attendee through an individualized event experience. We hope you will join us for an incredible evening on June 25, from 6:00 – 9:00 p.m. at Gotham Hall in New York City.  You can register for The Experience Revolution here. And if you haven’t already joined the conversation on Twitter, please do:  #OracleCX, #ExperienceRevolution

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  • The Customer Experience Revolution is Now

    - by Christie Flanagan
    To conclude this week’s focus on customer experience, I’ll end by recapping how my week began in New York City at The Experience Revolution. We all know that customers increasingly call the shots, and that winning or losing depends on how well we manage to meet their expectations. Today’s customers have a multitude of choices and are quick to jump ship following a poor experience. As a result, delivering an experience that is relevant, interactive, engaging, and consistent across channels and fostering rewarding relationships are increasingly important to business success.  It is only through exceptional customer experiences that companies can expect to acquire new customers and maintain their loyalty.  Over 400 of us gathered at Gotham Hall on Monday night to hear Oracle President Mark Hurd introduce Oracle Customer Experience, a cross-stack suite of customer experience products that include Oracle RightNow CX Cloud Service, Oracle Endeca, Oracle ATG Web Commerce, Oracle WebCenter,Oracle Siebel CRM, Oracle Fusion CRM, Oracle Social Network, and Oracle Knowledge Management. I'd encourage you check out this video to hear Mark explain why having a good product isn't good enough in the wake of the customer experience revolution. The Experience Revolution event itself was designed to deliver the kind of rich experience that sticks with you, using an interactive gallery of customer experience to deliver an individualized experience to each attendee through a combination of touch screens and near field communication technology.  Over the coming weeks we’ll share some of these customer experience vignettes with you. In the interim, you can learn more about Oracle Customer Experience solutions here.

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  • Oracle Customer Experience events in EMEA: Empowering People, Powering Brands

    - by Richard Lefebvre
    What makes for an exceptional customer experience? What are the organizational, technical and mindset prerequisites for making it a reality? And how ca a company sustain it? => Join one of the following Oracle's Customer Experience events (open to partners and customers) accross Europe <= Amsterdam - 27th September 2012  Milano - 27th September 2012 Madrid - 10th October 2012 London - 18th October 2012 Paris - 25th October (link to registration to be open soon) Other dates & locations to be relased -> Gain insight on what challenges must be addressed and how CX solutions can help deliver great customer experiences across the customer lifecycle and every interaction point. -> Learn how customer experience drives measurable business value by accelerating new customer acquisition, maximizing customer retention, improving operational efficiency and increasing total sales. This is your chance to transition your customer experience management strategies into the 21st century to create tomorrow's experiences today. This interactive event will deliver you the opportunity to learn from and network with your peers and experts.

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  • Need help in filtering the data with various condition and filling in scroll window GP

    - by Rahul
    Hi all, I am filtering the data and displaying in scroll window. There are many combination to display this data by customer id, customer id and itemnumber, customer id, itemnumber, work and history condition. And from date and To date condition. My query is when I am selecting the customer id and work or history table it should display the corresponding data. Like select * from price history where customerid=’custid’ and name=’Work’. It should display in scroll only these values none other it the same way history condition should work. Work and History are in check box. In my case whatever range I am selecting whether Work and History always loading with entire data, so it’s not filtering properly. My second problem is if I select from date and keep empty to date …in this case all the data should display from selected from date to end of table data. But I am not getting….pls somebody help me here is my entire coding: if empty('Customer Number') then warning "Select Customer ID"; focus 'Customer Number'; abort script; end if; if '(L) RadioGroup4' of window Window1 of form 'Customer Pricing Inquiry'=1 then if empty(Date) then abort script; focus Date; end if; end if; if not empty('(L) Date') then if '(L) Date' {if not empty(Date) and empty('(L) Date') then warning"Please enter To Date"; focus field '(L) Date'; abort script; end if;} range clear table Display_Pricing_Temp; clear field 'Customer Number' of table Display_Pricing_Temp; range start table Display_Pricing_Temp; fill field 'Customer Number' of table Display_Pricing_Temp; range end table Display_Pricing_Temp; remove range table Display_Pricing_Temp; range clear table Display_Pricing; if '(L) Checkbox0' =true and '(L) Checkbox2'=true and empty('Item Code' of window Window1 of form 'Customer Pricing Inquiry') and str(Date of window Window1 of form 'Customer Pricing Inquiry')="0/0/0000" then {range clear table Display_Pricing;} range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and ("+ physicalname(Name of table Display_Pricing)+ "='History' or "+ physicalname(Name of table Display_Pricing)+ "='Work')"; {range clear table Display_Pricing;} end if; if '(L) Checkbox0' =true or '(L) Checkbox2'=true then {{Only Item No is there} if not empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=false and str('(L) Date')="0/0/0000" then range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"'"; end if; } if empty('(L) Date') and not empty(Date) then {date work hist item} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; {date work hist } if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; {date,work,item code} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='Work' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; {date history item code} if not empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='History' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; {date,work} if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and not empty(Date) then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='Work' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) "; range clear table Display_Pricing; end if; {date history } if empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='History' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; end if; if not empty('(L) Date') and not empty(Date) then {Only Item No is there and work} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='Work'"; range clear table Display_Pricing; end if; if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')"; range clear table Display_Pricing; end if; {date work hist item} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date work hist } if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date,work,item code} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='Work' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date history item code} if not empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='History' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date work} {date,work} if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and not empty(Date) then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='Work' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date history } if empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='History' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; end if; {Only Item No is there and hist} if not empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='History'"; range clear table Display_Pricing; end if; {for only work table } if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='Work'"; range clear table Display_Pricing; end if; {for only hist table } if empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='History'"; range clear table Display_Pricing; end if; get first table Display_Pricing; if err() = OKAY then repeat copy from table Display_Pricing to table Display_Pricing_Temp; save table Display_Pricing_Temp; get next table Display_Pricing; until err() = EOF; else clear window Price_Scroll of form 'Customer Pricing Inquiry'; end if; else clear window Price_Scroll of form 'Customer Pricing Inquiry'; end if; fill window Price_Scroll table Display_Pricing_Temp by number 1;

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  • Customer Interaction Group (NL) becomes the first Oracle EMEA partner that Achieves OPN Specialization for Oracle RightNow CX Cloud Service

    - by Richard Lefebvre
    Oracle Recognizes Customer Interaction Group for Expertise in Oracle RightNow CX Cloud Service Customer Interaction Group, specialists in customer contact and a Gold level member of Oracle® PartnerNetwork (OPN), today announced it has achieved OPN Specialized status for Oracle RightNow CX Cloud Service. To achieve OPN Specialized status, Oracle partners are required to meet a stringent set of requirements that are based on the needs and priorities of the customer and partner community. By achieving a Specialized distinction, Customer Interaction Group has been recognized by Oracle for its expertise in delivering services specifically around Oracle RightNow CX Cloud Service through competency development, business results and proven success.   “As valued Oracle partner it is very important to us to achieve this specialization. With this recognition we guarantee our customers professionalism in each project, from advisory tasks to complex implementations. This allows Customer Interaction Group not only a deepening realization towards optimizing customer interaction, but also to service delivery through various media channels. As a result, our customers are able to service their customers on a higher level” says Hanjo Huizing, CEO of Customer Interaction Group. “Oracle congratulates The Customer Interaction Group with becoming specialized Oracle RightNow partner. Oracle’s Specialization Program is a trusted status and brand, which allows our most experienced and committed partners to differentiate themselves in the marketplace and gain a competitive edge by spotlighting their strengths and special skills” said Richard Lefebvre, head of the Oracle EMEA CRM&CX Partner Community. In today’s competitive markets, successful businesses can successfully stand out by offering their customers good customer service combined with excellent accessibility. Our mission is to help businesses configure and optimize the full range of customer contact. We have the knowledge, experience and tools to develop practical and innovative solutions for customer interaction processes. Our customers as fonq.nl (web department store) and CitizenM (hotels) are working successfully with Oracle RightNow CX Cloud Service. They both serve their customers not only in The Netherlands but also in a lot of countries in Europe. Our focus is on the delivery of excellent customer service at a lower cost. Our objective is to increase return on customer contact and to give customers a positive experience. About Customer Interaction Group Customer Interaction Group specializes in delivering and optimizing customer interaction solutions for voice, web, and social interactions. Armed with the knowledge, experience and solutions, they provide solutions and consulting services to companies seeking to deliver superior customer experiences. The core method and approach of Customer Interaction Group is to translate business problems and processes into practical interaction solutions. Based in Amsterdam, the Netherlands, The Customer Interaction Group serves customers all over Europe. Follow us on Twitter @CustIntGroup, Facebook.com/custintgroup, linkedin.com/company/customer-interaction-group or visit our website www.custintgroup.com About Oracle PartnerNetwork Oracle PartnerNetwork (OPN) Specialized is the latest version of Oracle's partner program that provides partners with tools to better develop, sell and implement Oracle solutions. OPN Specialized offers resources to train and support specialized knowledge of Oracle products and solutions and has evolved to recognize Oracle's growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to differentiate through Specializations. Specializations are achieved through competency development, business results, expertise and proven success. To find out more visit http://www.oracle.com/partners.

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  • Customer Loyalty vs. Customer Engagement: Who Cares?

    - by Jeb Dasteel-Oracle
    Have you read the recent Forbes OracleVoice blog titled Customer Loyalty is Dead. Long Live Engagement!? If you haven’t, take a look. This article prompted lots of conversation in the social realm. Many who read the article voiced their reactions to the headline and now I’m jumping in to add my view. Normal 0 false false false EN-US X-NONE X-NONE Customer loyalty is still key. It’s the effect and engagement is the cause. We at least know that to be true for our customers. We are in an age where customers are demanding to be heard. We need them to be actively involved – or engaged – as well. Greater levels of customer engagement, properly targeted, positively correlate with satisfaction. Our data has shown us this over and over. Satisfied customers are more loyal and more willing to vocalize their satisfaction through referencing, and are more likely to purchase again, all of which in turn drives incremental revenue – from the customer doing the referencing AND the customer on the receiving end of that reference. Turning this around completely, if we begin to see the level of a customer’s engagement start to wane, this is an indicator that their satisfaction, loyalty, and future revenue are likely at risk. At Oracle, we’ve put in place many programs to target, encourage, and then track engagement, allowing us to measure engagement as a determinant of loyalty. Some of these programs include our Key Accounts, solution design and architectural, Executive Sponsorship, as well as executive advisory boards. Specific programs allow us to engage specific contacts within specific customer organizations (based on role) and then systematically track their engagement activities over time, along side of tracking customer satisfaction, loyalty, referenceability, and incremental revenue contribution. Continuous measurement of engagement allows us to better understand customer views of what it means to partner with a provider and adjust program participation to better meet the needs of the partnership. We can also track across customer segments, and design new programs that are even more effective than the ones we have in place today. In case you missed any of my previous Forbes articles, I’ve included links below for easy access. Award-Winning Companies Put Customers First The Power of Peer Networks: 5 Reasons to Get (and Stay) Involved Technology At Work: Traveling In Style Customer Central: 8 Strategies for Putting Customers at the Core of Your Business Technology at Work: Five Companies Doing IT Right /* 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-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

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  • What's the best value for money c# code protection for a single developer

    - by Cliff Cawley
    What's the best value for money c# code protection? Some just use obfuscation, others add win32 wrapping, some cost a fortune. So far I've come up with http://www.eziriz.com/ who's Intellilock looks promising. Any other suggestions? Any reasons why this is not a good idea? I know its impossible to completely protect but I'd prefer the ability to protect my code so that it would require a lot of effort in order to recover it. I do hope to sell my products eventually, while also releasing some for free.

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