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  • JPA Inheritance and Relations - Clarification question

    - by Michael
    Here the scenario: I have a unidirectional 1:N Relation from Person Entity to Address Entity. And a bidirectional 1:N Relation from User Entity to Vehicle Entity. Here is the Address class: @Entity public class Address implements Serializable { private static final long serialVersionUID = 1L; @Id @GeneratedValue(strategy = GenerationType.AUTO) privat Long int ... The Vehicles Class: @Entity public class Vehicle implements Serializable { @Id @GeneratedValue(strategy = GenerationType.AUTO) private Long id; @ManyToOne private User owner; ... @PreRemove protected void preRemove() { //this.owner.removeVehicle(this); } public Vehicle(User owner) { this.owner = owner; ... The Person Class: @Entity @Inheritance(strategy = InheritanceType.JOINED) @DiscriminatorColumn(name="PERSON_TYP") public class Person implements Serializable { @Id protected String username; @OneToMany(cascade = CascadeType.ALL, orphanRemoval=true) @JoinTable(name = "USER_ADDRESS", joinColumns = @JoinColumn(name = "USERNAME"), inverseJoinColumns = @JoinColumn(name = "ADDRESS_ID")) protected List<Address> addresses; ... @PreRemove protected void prePersonRemove(){ this.addresses = null; } ... The User Class which is inherited from the Person class: @Entity @Table(name = "Users") @DiscriminatorValue("USER") public class User extends Person { @OneToMany(mappedBy = "owner", cascade = {CascadeType.PERSIST, CascadeType.REMOVE}) private List<Vehicle> vehicles; ... When I try to delete a User who has an address I have to use orphanremoval=true on the corresponding relation (see above) and the preRemove function where the address List is set to null. Otherwise (no orphanremoval and adress list not set to null) a foreign key contraint fails. When i try to delete a user who has an vehicle a concurrent Acces Exception is thrown when do not uncomment the "this.owner.removeVehicle(this);" in the preRemove Function of the vehicle. The thing i do not understand is that before i used this inheritance there was only a User class which had all relations: @Entity @Table(name = "Users") public class User implements Serializable { @Id protected String username; @OneToMany(mappedBy = "owner", cascade = {CascadeType.PERSIST, CascadeType.REMOVE}) private List<Vehicle> vehicles; @OneToMany(cascade = CascadeType.ALL) @JoinTable(name = "USER_ADDRESS", joinColumns = @JoinColumn(name = "USERNAME") inverseJoinColumns = @JoinColumn(name = "ADDRESS_ID")) ptivate List<Address> addresses; ... No orphanremoval, and the vehicle class has used the uncommented statement above in its preRemove function. And - I could delte a user who has an address and i could delte a user who has a vehicle. So why doesn't everything work without changes when i use inheritance? I use JPA 2.0, EclipseLink 2.0.2, MySQL 5.1.x and Netbeans 6.8

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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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  • 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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  • What to answer to a customer who asks which one of two equivalent technologies must be used?

    - by MainMa
    As a freelancer, I am often asked by my customers what they must choose between similar elements, neither of which being better than another. Examples: “Do I need my e-commerce website be in PHP or ASP.NET?” “Do I need to host this ordinary web service in Cloud or use an ordinary hosting service?” “Which one is better for my new website: MySQL or Oracle?” etc. There is maybe at most 1% of cases where the choice is relevant, and there is a real, objective reason to use one over another, based on the precise metrics and studies. In all other cases, it doesn't matter at all. It is totally, completely irrelevant, either because there are no implications¹, or because those implications are too small to be taken in account², or, finally, because it's impossible to predict those implications³. If you know one thing and not another one, the answer to those questions is easy: “You can either write the application in C# or Java, both being probably equivalent in your case. Note that I'm a C# developer, so if you choose Java, I would not be able to work on your project and you would need to find another freelancer.” When you know both technologies, you can't answer that. In this case, how to explain to the customer that the question he asks is subject to flamewar and has no real consequences on his project? In other words, how to explain that you've chosen to use one technology rather than an equivalent one for the reasons related to human resources, without giving the impression to be unprofessional or to not care about the project? ¹ Example: Is MySQL better (worse?), performance-wise, compared to Oracle, for a personal website which will be accessed by, oh, let's be optimistic, two people per day? ² Example: for a given project, I was asked to asset if Windows Azure hosting would be cheaper than the hosting of the same application on a well-known ASP.NET hosting provider. The cost revealed to be exactly the same. ³ Example: your customer have an idea of a future application (the idea itself being extremely vague). There is no business plan, no requirements, nothing at all. Just an idea. You are asked if Java is better than C# for this app. What do you answer?

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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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  • What are your advice, methods, or practices to take out the most from a day on-site at a customer?

    - by Stephane
    We just deployed a large software that affects the way the user work-day looks like in many aspects. It changes a lot of things in the way they interact between eachothers. The developers of the team are taking rounds and spending one day at the customer's site to understand better what is a typical day for our user, and the learning process they go through. In this context, what How would you approach that day, what kind of questions do you ask, how do you observe the user. Are there defined practices that exist? Also what wouldn't you do? Did you have some bad experience out of this?

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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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  • Highlights from the Oracle Customer Experience Summit @ OpenWorld

    - by Kathryn Perry
    A guest post by David Vap, Group Vice President, Oracle Applications Product Development The Oracle Customer Experience Summit was the first-ever event covering the full breadth of Oracle's CX portfolio -- Marketing, Sales, Commerce, and Service. The purpose of the Summit was to articulate the customer experience imperative and to showcase the suite of Oracle products that can help our customers create the best possible customer experience. This topic has always been a very important one, but now that there are so many alternative companies to do business with and because people have such public ways to voice their displeasure, it's necessary for vendors to have multiple listening posts in place to gauge consumer sentiment. They need to know what is going on in real time and be able to react quickly to turn negative situations into positive ones. Those can then be shared in a social manner to enhance the brand and turn the customer into a repeat customer. The Summit was focused on Oracle's portfolio of products and entirely dedicated to customers who are committed to building great customer experiences within their businesses. Rather than DBAs, the attendees were business people looking to collaborate with other like-minded experts and find out how Oracle can help in terms of technology, best practices, and expertise. The event was at the Westin St. Francis Hotel in San Francisco as part of Oracle OpenWorld. We had eight hundred people attend, which was great for the first year. Next year, there's no doubt in my mind, we can raise that number to 5,000. Alignment and Logic Oracle's Customer Experience portfolio is made up of a combination of acquired and organic products owned by many people who are new to Oracle. We include homegrown Fusion CRM, as well as RightNow, Inquira, OPA, Vitrue, ATG, Endeca, and many others. The attendees knew of the acquisitions, so naturally they wanted to see how the products all fit together and hear the logic behind the portfolio. To tell them about our alignment, we needed to be aligned. To accomplish that, a cross functional team at Oracle agreed on the messaging so that every single Oracle presenter could cover the big picture before going deep into a product or topic. Talking about the full suite of products in one session produced overflow value for other products. And even though this internal coordination was a huge effort, everyone saw the value for our customers and for our long-term cooperation and success. Keynotes, Workshops, and Tents of Innovation We scored by having Seth Godin as our keynote speaker ? always provocative and popular. The opening keynote was a session orchestrated by Mark Hurd, Anthony Lye, and me. Mark set the stage by giving real-world examples of bad customer experiences, Anthony clearly articulated the business imperative for addressing these experiences, and I brought it all to life by taking the audience around the Customer Lifecycle and showing demos and videos, with partners included at each of the stops around the lifecycle. Brian Curran, a VP for RightNow Product Strategy, presented a session that was in high demand called The Economics of Customer Experience. People loved hearing how to build a business case and justify the cost of building a better customer experience. John Kembel, another VP for RightNow Product Strategy, held a workshop that customers raved about. It was based on the journey mapping methodology he created, which is a way to talk to customers about where they want to make improvements to their customers' experiences. He divided the audience into groups led by facilitators. Each person had the opportunity to engage with experts and peers and construct some real takeaways. From left to right: Brian Curran, John Kembel, Seth Godin, and George Kembel The conference hotel was across from Union Square so we used that space to set up Innovation Tents. During the day we served lunch in the tents and partners showed their different innovative ideas. It was very interesting to see all the technologies and advancements. It also gave people a place to mix and mingle and to think about the fringe of where we could all take these ideas. Product Portfolio Plus Thought Leadership Of course there is always room for improvement, but the feedback on the format of the conference was positive. Ninety percent of the sessions had either a partner or a customer teamed with an Oracle presenter. The presentations weren't dry, one-way information dumps, but more interactive. I just followed up with a CEO who attended the conference with his Head of Marketing. He told me that they are using John Kembel's journey mapping methodology across the organization to pull people together. This sort of thought leadership in these highly competitive areas gives Oracle permission to engage around the technology. We have to differentiate ourselves and it's harder to do on the product side because everyone looks the same on paper. But on thought leadership ? we can, and did, take some really big steps. David VapGroup Vice PresidentOracle Applications Product Development

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  • Highlights from the Oracle Customer Experience Summit @ OpenWorld

    - by Richard Lefebvre
    The Oracle Customer Experience Summit was the first-ever event covering the full breadth of Oracle's CX portfolio -- Marketing, Sales, Commerce, and Service. The purpose of the Summit was to articulate the customer experience imperative and to showcase the suite of Oracle products that can help our customers create the best possible customer experience. This topic has always been a very important one, but now that there are so many alternative companies to do business with and because people have such public ways to voice their displeasure, it's necessary for vendors to have multiple listening posts in place to gauge consumer sentiment. They need to know what is going on in real time and be able to react quickly to turn negative situations into positive ones. Those can then be shared in a social manner to enhance the brand and turn the customer into a repeat customer. The Summit was focused on Oracle's portfolio of products and entirely dedicated to customers who are committed to building great customer experiences within their businesses. Rather than DBAs, the attendees were business people looking to collaborate with other like-minded experts and find out how Oracle can help in terms of technology, best practices, and expertise. The event was at the Westin St. Francis Hotel in San Francisco as part of Oracle OpenWorld. We had eight hundred people attend, which was great for the first year. Next year, there's no doubt in my mind, we can raise that number to 5,000. Alignment and Logic Oracle's Customer Experience portfolio is made up of a combination of acquired and organic products owned by many people who are new to Oracle. We include homegrown Fusion CRM, as well as RightNow, Inquira, OPA, Vitrue, ATG, Endeca, and many others. The attendees knew of the acquisitions, so naturally they wanted to see how the products all fit together and hear the logic behind the portfolio. To tell them about our alignment, we needed to be aligned. To accomplish that, a cross functional team at Oracle agreed on the messaging so that every single Oracle presenter could cover the big picture before going deep into a product or topic. Talking about the full suite of products in one session produced overflow value for other products. And even though this internal coordination was a huge effort, everyone saw the value for our customers and for our long-term cooperation and success. Keynotes, Workshops, and Tents of Innovation We scored by having Seth Godin as our keynote speaker ? always provocative and popular. The opening keynote was a session orchestrated by Mark Hurd, Anthony Lye, and me. Mark set the stage by giving real-world examples of bad customer experiences, Anthony clearly articulated the business imperative for addressing these experiences, and I brought it all to life by taking the audience around the Customer Lifecycle and showing demos and videos, with partners included at each of the stops around the lifecycle. Brian Curran, a VP for RightNow Product Strategy, presented a session that was in high demand called The Economics of Customer Experience. People loved hearing how to build a business case and justify the cost of building a better customer experience. John Kembel, another VP for RightNow Product Strategy, held a workshop that customers raved about. It was based on the journey mapping methodology he created, which is a way to talk to customers about where they want to make improvements to their customers' experiences. He divided the audience into groups led by facilitators. Each person had the opportunity to engage with experts and peers and construct some real takeaways. The conference hotel was across from Union Square so we used that space to set up Innovation Tents. During the day we served lunch in the tents and partners showed their different innovative ideas. It was very interesting to see all the technologies and advancements. It also gave people a place to mix and mingle and to think about the fringe of where we could all take these ideas. Product Portfolio Plus Thought Leadership Of course there is always room for improvement, but the feedback on the format of the conference was positive. Ninety percent of the sessions had either a partner or a customer teamed with an Oracle presenter. The presentations weren't dry, one-way information dumps, but more interactive. I just followed up with a CEO who attended the conference with his Head of Marketing. He told me that they are using John Kembel's journey mapping methodology across the organization to pull people together. This sort of thought leadership in these highly competitive areas gives Oracle permission to engage around the technology. We have to differentiate ourselves and it's harder to do on the product side because everyone looks the same on paper. But on thought leadership ? we can, and did, take some really big steps. David Vap Group Vice President Oracle Applications Product Development

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  • 6 Ways to Modernize Your Customer Experience

    - by Mike Stiles
    If customers have changed, if the way they research and shop have changed, if their expectations have changed, if their ability to act on dissatisfaction has changed, but your customer experience has NOT changed, what was once “good enough” may now be crippling. Well, the customer has changed, and why wouldn’t they? You’ve probably changed too in your role as consumer. There’s more info available, it’s easier to get, there’s more choice, you’re more mobile, you’re more connected, it’s easier to buy, and yes, it’s easier to switch brands if experiences don’t meet your now higher expectations. Thanks to technological advances, we as marketers can increasingly work borderline miracles. But if we’re still not adamantly adopting customer centricity, and if we aren’t making the customer experience paramount amongst business goals, the tech is wasted. A far more modern customer experience is called for. Here are 6 ways to get there: 1. Modern Marketing: Marketing data is aggregated and targeted to the right customers, who are getting personal, relevant communications. In return, you’re getting insight that finally properly attributes revenue to your marketing efforts. 2. Modern Selling: Demand is being driven across all channels with modern selling tools. Productivity is up thanks to coordinated communication and selling, and performance is ever optimized using powerful analytics. 3. Modern CPQ: You’re cross-selling and upselling more effectively since reps and channel partners have been empowered with the ability to quickly, automatically generate 100% accurate, customer-friendly quotes complete with price controls and automated approvals. 4. Modern Commerce: You’re leveraging data and delivering personalized, targeted digital experiences to everyone. You’re attracting more visitors, and you’re able to scale and keep up with the market and control the experience. 5. Modern Service: You’re better serving your customers by making it easier for them to engage with your brand, plus you’re lowering your costs by increasing agent and tech support efficiencies. 6. Modern Social: You’re getting faster, deeper, more accurate insights from social and turning content around faster, which then goes out to the right people at the right time in the right place. You’ve also gotten proactive in your service, and customers love that. For far too many brands, the buying journey of Need, Research, Select, Buy, Use, Recommend across the multiple connect points of Social, Mobile, Store, Call Center, Site, Ecommerce is a disconnected mess. Oracle’s approach to CX is to connect every interaction your customer has with your brand, avoiding the revenue losses lousy customer experiences bring. How important is the experience to customers? 94% are willing to pay more of their hard-earned money to have better ones, while a meager 1% say they get the good, consistent experiences they expect. Brands, your words aren’t as loud anymore, so your actions as they relate to customer experience are going to have to do the talking. @mikestiles @oraclesocialPhoto: Julien Tromeur, freeimages.com

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  • 81% of European Shoppers Willing to Pay More for Better Customer Experience

    - by Richard Lefebvre
    Customer Experience provides strategic driver for business growth Research released today from Oracle has revealed that customer experience is now a key driver for revenue growth in Europe, and an effective channel for brand differentiation in a globalized economy where products and services are increasingly commoditized. The research report, “Why Customer Satisfaction is No Longer Good Enough,” reveals that 81% of consumers surveyed are willing to pay more for superior customer experience. With nearly half (44%) willing to pay a premium of more than 5%. Improvement of the overall customer experience (40%), providing quick access to information and making it easier for customers to ask questions (35%) were cited as key drivers for spending more with a brand. The pan-European research, carried out in June 2012 by independent research company Loudhouse, surveyed 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer service department in the last 12 months. For full research findings please go to: http://bit.ly/UwmB3j or check the Press Release

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  • Communications: Customer Experience

    - by Michael Seback
    What might a new customer experience look like in Communications? Could a customer research comments from social networks, buy online and be geo directed to a nearby store to pick up the device?  Could the customer be contacted proactively that he is approaching a data threshold for a smart phone and be offered value added options to manage usage? Could the customer upgrade video features interactively and leverage loyalty points for payment? Watch this short Communications Customer Experience story to see a scenario that addresses these challenges and many more.   Learn about the Oracle Customer Experience and Oracle Communications.

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  • You Can Deliver an Engaging Online Experience Across All Phases of the Customer Journey

    - by Christie Flanagan
    Engage. Empower. Optimize. Today’s customers have higher expectations and more choices than ever before.  To succeed in this environment, organizations must deliver an engaging online experience that is personalized, interactive and consistent across all phases of the customer journey. This requires a new approach that connects and optimizes all customer touch points as they research, select and transact with your brand.  Oracle WebCenter Sites combines with other customer experience applications such as Oracle ATG Commerce, Oracle Endeca, Oracle Real-Time Decisions and Siebel CRM to deliver a connected customer experience across your websites and campaigns. Attend this Webcast to learn how Oracle WebCenter: Works with Oracle ATG Commerce and Oracle Endeca to deliver consistent and engaging browsing, shopping and search experiences across all of your customer facing websites Enables you to optimize the performance of your online initiatives through integration with Oracle Real-Time Decisions for automated targeting and segmentation Connects with Siebel CRM to maintain a single view of the customer and integrate campaigns across channels Register now for the Webcast.

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  • Calling Customer Service Leaders

    - by Charles Knapp
    and by Suzy Meriwether The Customer Service Leader is under greater pressure today than ever before. With rapid adoption of new communication technologies and devices by customers, customer expectations are on the rise and social media provides a venue to share their experiences. To respond to these industry change drivers, Customer Service Leaders need to deliver a superior customer experience, achieve operational excellence, and transform their service organization. Oracle is hosting a series of evening seminars to discuss these drivers and how to improve efficiency within the service organization while treating every interaction as an opportunity to deliver superior customer experiences and increase revenue throughout the entire customer lifecycle. • Miami – November 7th @ Marlins Park – Call to register: 1-800-820-5592 x 10996 • Dallas – November 8th @ Cowboys Stadium – Call to register: 1-800-820-5592 x 11016 • Philadelphia – November 13th @ Rodin Museum – Call to register: 1-800-820-5592 x 11013 Be sure to mention you heard about this event from the Oracle CX Blog. I hope to see you there.

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  • Spotlight: How Scandinavia's Largest Nuclear Power Plant Increased Productivity and Reduced Costs wi

    - by [email protected]
    Ringhals nuclear power plant, which is part of the Vattenfall Group, is located about 60 km south-west of the beautiful coastal city of Gothenburg in Sweden. A deep concern to reduce environmental impact coupled with an effort to increase plant safety and operational efficiency have led to a recent surge in investments and initiatives around plant modification and plant optimization at Ringhals. A multitude of challenges were faced by the users in various groups that were involved in these projects. First, it was very difficult for users to easily access complex and layered asset and engineering information, which was critical to increased productivity and completing projects on time. Moreover, the 20 or so different solutions that were being used to view various document formats, not only resulted in collaboration complexity but also escalated IT administration costs and woes. Finally, there was a considerable non-engineering community comprising non-CAD specialists that needed easy access to plant data in an effort to minimize engineering disruption. Oracle's AutoVue significantly simplified the ability to efficiently view and use digital asset information by providing a standardized visualization solution for the enterprise. The key benefits achieved by Ringhals include: Increased productivity of plant optimization and plant modification by 3% Saved around $ 500 K annually Cut IT maintenance costs by 50% by using a single solution Reduced engineering disruption by allowing non-CAD users easy access to digital plant data The complete case-study can be found here

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  • Customer Experience Gipfel – ein Nachbericht

    - by A&C Redaktion
    Am 14. Juni fand der Customer Experience Gipfel statt, der von Dialogum exklusiv für Oracle und seine Partner durchgeführt wurde. Dort konnten Partner und Endkunden über die Zukunft des Kundenmanagements diskutieren und erfuhren, was sich hinter dem Begriff „Customer Experience“ alles verbirgt. Die Konferenz begann mit einem Networking Dinner am Vorabend, an dem den 80 Teilnehmern in einer ersten Präsentation das Thema „Mobile Commerce“ vorgestellt wurde. Nach einem guten Abendessen hatten alle die Möglichkeit, auf einer Großleinwand beim EM-Spiel Deutschland gegen Holland mitzufiebern. Insgesamt war es ein sehr gelungener Abend, waren die deutschen Jungs doch siegreich und sicherten sich den Einzug ins Viertelfinale. Der Customer Experience Gipfel selbst hat dann alle Erwartungen übertroffen: 150 Teilnehmer, ein Drittel mehr als erwartet, zeigten großes Interesse an Multichannel-Strategien, Loyalty und wie man jeden einzelnen Schritt des Kunden im Kontakt mit dem Unternehmen zu einem positiven Kundenerlebnis werden lässt. So standen überwiegend Unternehmenspräsentationen aus den unterschiedlichen Branchen wie Telekommunikation, Handel oder Travel & Transportation auf dem Programm. Neun Round Tables, fast alle von den teilnehmenden Oracle Partnern moderiert, und 1:1-Gespräche rundeten die Konferenz ab. Und Zeit zum Networking blieb natürlich auch. Bei diesem Angebot war das Teilnehmer-Fazit demnach durchwegs positiv, vor allem sind die Kunden (und Partner) schon auf Oracle Customer Experience (CX) und die Vorteile für das eigene Kundenmanagement gespannt. Bedanken möchten wir uns bei den Oracle Partnern, die die Konferenz als Sponsoren unterstützt haben: Accenture, ARKADIA, buw consulting, CapGemini, communicode, Deloitte Consulting, NTT DATA, Riverland Reply, Sapient und SkyTech. Weiter Informationen zur Oracle Customer Experience: Pressemitteilung vom 25.6.2012 Customer Concepts 2/2012 (S. 3) Oracle Customer Experience @ Facebook

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