A guest post by David Vap, Group Vice President, Oracle Applications Product
Development
In my previous post, I talked about taking three concrete steps to improve
your customers' overall experiences: 1) understand your customer, 2) empower
your ecosystem,
and 3) adapt your business.
To do these effectively
and efficiently, it's important to find the right
technology that can bridge the gaps across your channels, interactions,
departments,
and repositories.
Oracle has spent the past three years
and more than six billion dollars
acquiring
and developing some of the world's best-of-breed applications. The
result is the most comprehensive customer experience (CX) portfolio offering in
the World - bar none:
ATG Best in Class Selling Experiences
Fatwire Best in Class
Marketing Experiences
Inquira Best in Class Support Experiences
Endecca Best in Class Search Experiences
RightNow Best in Class Service Experiences
Vitrue & Involver Best in Class Social
Marketing
Collective Intellect Best In Class Social
Listening
We don't expect organizations to eat the CX elephant in one bite, nor should
they try to. There are key strategic initiatives within each of the four main
pillars of our customer experience offering for which we deliver solutions:
1. Customer Experience for
Marketing
Social Listening
and Engagement
Social
Marketing
Marketing Websites
Demand Generation
and Lead Management
Marketing and Loyalty Management
2. Customer Experience for Commerce
Search, Navigation & Content Delivery
Cross-Channel Commerce
Targeting & Product Recommendations
Social Commerce
Order Management & Fulfillment
Retail Store Operations
3. Customer Experience for
Sales
Sales Force Automation
Social Selling
Territory & Quota Management
Revenue Forecasting
Partner Relationship Management
Quote to Cash
Incentive Compensation
4. Customer Experience for Service
Cross-Channel Customer Service
Knowledge Management
Social Customer Service
Eligibility Management
Contracts, Assets,
and Entitlements
Industry-Specific Solutions
eBilling
Oracle's customer experience portfolio is socially infused at each layer of
our pillars rather than simply bolted on as a side process. This combines with
the power of the Cloud to run the parts of the solution that need the access,
efficiency,
and agility from a managed infrastructure. You can get the
compliance control from on-premise backbone infrastructure systems that run your
business
and don't change that often.
Please take advantage of our teams of Oracle customer experience
professionals
and our key agency
and technology partner ecosystem. They can help
you develop strategic solution roadmaps that build
and deliver customer
experience
and that are tailored to your business needs
and objectives.
No one has built a better customer service portfolio to manage the entire
customer journey than Oracle. It is backed by CX thought leadership programs, a
commitment from our executives,
and a worldview that your technology decisions
must be driven by your customer experiences to succeed.
If you’d like to follow up on this conversation, please leave a comment or
contact me at
[email protected].
You can get more information on Oracle’s complete customer experience solution
here.
