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  • Preferred way for dealing with customer-defined data in enterprise application

    - by Axarydax
    Let's say that we have a small enterprise web (intranet) application for managing data for car dealers. It has screens for managing customers, inventory, orders, warranties and workshops. This application is installed at 10 customer sites for different car dealers. First version of this application was created without any way to provide for customer-specific data. For example, if dealer A wanted to be able to attach a photo to a customer, dealer B wanted to add e-mail contact to each workshop, and dealer C wanted to attach multiple PDF reports to a warranty, each and every feature like this was added to the application, so all of the customers received everything on new update. However, this will inevitably lead to conflicts as the number of customers grow as their usage patterns are unique, and if, for instance, a specific dealer requested to have an ability to attach (for some reason) a color of inventory item (and be able to search by this color) as a required item, others really wouldn't need this feature, and definitely will not want it to be a required item. Or, one dealer would like to manage e-mail contacts for their employees on a separate screen of the application. I imagine that a solution for this is to use a kind of plugin system, where we would have a core of the application that provides for standard features like customers, inventory, etc, and all of the customer's installed plugins. There would be different kinds of plugins - standalone screens like e-mail contacts for employees, with their own logic, and customer plugin which would extend or decorate inventory items (like photo or color). Inventory (customer,order,...) plugins would require to have installation procedure, hooks for plugging into the item editor, item displayer, item filtering for searching, backup hook and such. Is this the right way to solve this problem?

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  • Alaska Airlines Takes Off with Siebel Loyalty and Marketing

    - by tony.berk
    Who likes junk mail? Not me! But I don't mind targeted messages that are relevant to me. Alaska Airlines greatly improved their ability to be more personal with their customers by replacing a legacy mainframe loyalty system with Siebel Loyalty and Siebel Marketing. Which means, as an Alaska Airlines customer, I get less junk mail! With improved access to customer profile information in Siebel, Alaska Airlines presents targeted, relevant offers on their website and via email. At the same time, Alaska Airlines has reduced their speed-to-market with promotions by 150 percent and can now implement new partner marketing programs twice as fast. Finally, as Steve Jarvis, VP of Marketing, Sales and Customer Experience at Alaska Airlines, points out in the video, Alaska Airlines can now reach all 22 million of their annual passengers, not just the 10% who were in the legacy loyalty system. To see other customer success stories, visit Siebel CRM Success. Click here to learn more about Oracle's CRM products.

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  • WebCenter Customer Spotlight: Textron Inc.

    - by me
    Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter  Solution SummaryTextron Inc. is one of the world's best known multi-industry companies and is a pioneer of the diversified business model. Founded in 1923, it has grown into a network of businesses—including Bell Helicopter, E-Z-GO, Cessna, and Jacobsen—with facilities and a presence in 25 countries, serving a diverse and global customer base. Textron is ranked 236th on the Fortune 500 list of the largest US companies. Textron needed a Web experience management solution to centralize control, minimize costs, and enable more efficient operations. Specifically, the company wanted to take IT out of the picture as much as possible, enabling sales and marketing leads for subsidiaries to make Website updates as they deem appropriate for their business.   Textron worked with Oracle partner Element Solutions to consolidate its Website management systems onto Oracle WebCenter Sites. The implementation enables Textron’s subsidiaries to adjust more quickly to customer demands,  reduced Website management cost & time to update content on a Website while allowing to integrate its Website updates more closely with social media and mobile platforms. Company OverviewTextron Inc. is one of the world's best known multi-industry companies and is a pioneer of the diversified business model. Founded in 1923, it has grown into a network of businesses—including Bell Helicopter, E-Z-GO, Cessna, and Jacobsen—with facilities and a presence in 25 countries, serving a diverse and global customer base. Textron is ranked 236th on the Fortune 500 list of the largest US companies. Business ChallengesWith numerous subsidiaries and more than 50 public Websites, Textron needed a Web experience management solution to centralize control, minimize costs, and enable more efficient operations. Specifically, the company wanted to take IT out of the picture as much as possible, enabling sales and marketing leads for subsidiaries to make Website updates as they deem appropriate for their business.   Solution DeployedTextron worked with Oracle partner Element Solutions to consolidate its Website management systems onto Oracle WebCenter Sites. Specifically, Textron: Used Oracle WebCenter Sites to integrate Web experience management capabilities for all Textron brands, including Bell Helicopter, E-Z-GO, Cessna, and Jacobsen Developed Website templates to enable marketing and communications professionals to easily make updates to their Websites, without having to work with IT Reduced Website management costs, as it costs more for IT to coordinate Website updates as opposed to marketing and communications Enabled IT to concentrate on other activities to enhance overall operations for Textron, such as project workflows Acquired a platform that enables marketing teams to integrate their Websites with social media and mobile platforms, allowing subsidiaries to make updates and contact customers anytime and everywhere—including through tablets and smartphones Reduced the time it takes to update content on a Website, including press releases, by enabling communications professionals to make updates directly Developed more appealing visual designs for Websites to help enhance customer purchase Business ResultsThe implementation enabled Textron’s subsidiaries to adjust more quickly to customer demands and Textron’s IT staff to concentrate on other processes, such as writing code and developing new workflows, enabling them to enhance company processes. In addition, Textron can use Oracle WebCenter Sites to integrate its Website updates more closely with social media and mobile platforms, enabling marketing and communications teams to make updates anytime and everywhere. The initiative has enabled Textron to save money by freeing IT up to work on more important tasks, instituting new e-commerce and mobile initiatives to better engage customers, and by ensuring efficient Website management processes to quickly adjust to customer demands.  “We considered a number of products, but chose Oracle WebCenter Sites because it provides the best user interface. We reviewed customer references and analyst reports, and Oracle WebCenter Sites was consistently at the top of the list,” Brad Hof, Manager, Advanced Business Solutions and Web Communications, Textron Inc. Additional Information Tectron Inc. Customer Snapshot Oracle WebCenter Sites

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  • Understanding the Customer Form in Release 12 from an AR Perspective!!

    - by user793553
    Confused by the Customer Form in Release 12??  Read on, to get some insight into the evolution of this screen, and how it links in with Trading Community Architecture. Historically, the customer data model was owned by Oracle Receivables (AR).  However, as the data model changed and more complex relationships and attributes had to be tracked and monitored, the Trading Community Architecture (TCA) product was created.  All applications within the E-Business suite that require interaction with a customer integrate with TCA. Customer information is no longer stored in the individual applications but rather in a central repository/registry maintained within TCA.  It is important to understand the following entities/concepts stored in TCA: Party: A party is an entity with whom you can have a potential business relationship.  A party can be either a Person or an Organization.  The Party entity is completely independent of any business relationship; this means that a Party can exist even if you have no transactions with it.   The Party is the "umbrella" entity under which you capture all other attributes listed below. Customer: A customer is a party with whom you have an existing business relationship.  From an AR perspective, you can simplify the concepts by thinking of a Customer as a Party. This definition however does not apply to all other applications. In the Oracle Receivables Customer form, the information displayed at the Customer level is from TCA's Party information record. Customer Account (also called Account): An account contains information about how you transact business with a particular customer.  You can create multiple accounts for a customer.  When you create invoices and receipts you associate it to a particular Account of a Customer. Location: A Location is an address.  It is a point in space, typically identified by a street number, a street name, a city, a state or province, a country.  A location is independent of what it is used for - you do not associate a purpose to a location. Party Site: A Party Site is associated to a Party.  It is the location where a party is physically located.  When defining sites for a Party, only one can be an identifying address.  However, you can define other party sites associated to a party. You can define purposes/usage for Party Sites. Account Site: An Account Site is associated to a Customer Account. It is the location associated to the account you are transacting business with. You can define business purposes (also called site uses) for an Account site. Read more about the Customer Workbench in these notes: Doc ID 1436547.1 Oracle Receivables: Understanding the Customer Form in Release 12 Doc ID  1437866.1 Customer Form - Address: Troubleshooting, Known Issues and Patches Doc ID  1448442.1 Oracle Receivables (AR): Customer Workbench Information Center Do you find this type of blog entry useful?  Please add comments to let us know how we can help you more effectively.  Thank you!

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  • Bouygues Telecom Gains a 360-Degree Overview of Customers and Improves Offer Acceptance Rates

    - by user511693
    With more than 10 million mobile customers and 500,000 landline customers, the mission of Bouygues Telecom is to become the premier mobile, landline, television, and internet brand in France, by focusing on customer acquisition, advice, service, and support. Project challenges included: Leverage every customer relationship and increase customer loyalty through personalized offers or promotions on landline or mobile phone contracts Build on marketing campaigns and take advantage of incoming contacts from the company’s call center, Web, and retail stores Improve acceptance rates of communication service offers “Thanks to Oracle’s Siebel CRM solutions and Oracle Real-Time Decisions, we can now meet customer requests faster, personalize offers to improve the services we provide, and gain feedback on responses to offers. This enhances our knowledge of our customers before our next contact with them, whether through the Web site, call center, or our Club retail stores.” – Eric Dobremer, IT Manager - Grand Public CRM Development, Bouygues Telecom Read about results here.

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  • The Boston Globe Delivers Higher Satisfaction and Efficiency with Omni-Channel Support

    - by Tony Berk
    Unify customer interactions. Improve customer satisfaction. Increase agent efficiency. Better informed business decisions. These sound like a good set of goals for any business. Actually implementing processes to affect all of these is not necessarily easy for every business. On top of the normal challenges, throw in a rapidly changing industry and the challenge sounds daunting. But that's exactly what The Boston Globe took on, and customers are benefiting from a much improved experience. “We feel like we hit the bull’s eye with finding the right solution to support the growing digital environment,” said Robert Saurer, The Boston Globe's director of customer care and marketing.Oracle's RightNow CX solutions helped The Boston Globe to manage approximately 60,000 calls each month and respond to 5,000 monthly e-mails. More importantly, Web self-service rates are exploding and the online subscriber's most preferred support channel is chat. And what about social? The Boston Globe customer support team offers the same great level of support on their Facebook page and is monitoring Twitter and YouTube too! Read the full Customer Experience success story on The Boston Globe here.

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  • No Customer Left Behind

    - by Kathryn Perry
    A guest post by David Vap, Group Vice President, Oracle Applications Product Development What does customer experience mean to you? Is it a strategy for your executives? A new buzz word and marketing term? A bunch of CRM technology with social software added on? For me, customer experience is a customer-centric worldview that produces a deeper understanding of your business and what it takes to achieve sustainable, differentiated success. It requires you to prioritize and examine the journey your customers are on with your brand, so you can answer the question, "How can we drive greater value for our business by delivering a better customer experience?" Businesses that embrace a customer-centric worldview understand their business at a much deeper level than most. They know who their customers are, what their value is, what they do, what they say, what they want, and ultimately what that means to their business. "Why Isn't Everyone Doing It?" We're all consumers who have our own experiences with many brands. Good or bad, some of those experiences stay with us. So viscerally we understand the concept of customer experience from the stories we share. One that stands out in my mind happened as I was preparing to leave for a 12-month job assignment in Europe. I wanted to put my cable television subscription on hold. I wasn't leaving for another vendor. I wasn't upset. I just had a situation where it made sense to put my $180 per month account on pause until I returned. Unfortunately, there was no way for this cable company to acknowledge that I was a loyal customer with a logical request - and to respond accordingly. So, ultimately, they lost my business. Research shows us that it costs six to seven times more to acquire a new customer than to retain an existing one. Heavily funding the efforts of getting new customers and underfunding the efforts of serving the needs of your existing (who are your greatest advocates) is a vicious and costly cycle. "Hey, These Guys Suck!" I love my Apple iPad because it's so easy to use. The explosion of these types of technologies, combined with new media channels, has raised our expectations and made us hyperaware of what's going on and what's available. In addition, social media has given us a megaphone to share experiences both positive and negative with greater impact. We are now an always-on culture that thrives on our ability to access, connect, and share anywhere anytime. If we don't get the service, product, or value we expect, it is easy to tell many people about it. We also can quickly learn where else to get what we want. Consumers have the power of influence and choice at a global scale. The businesses that understand this principle are able to leverage that power to their advantage. The ones that don't, suffer from it. Which camp are you in?Note: This is Part 1 in a three-part series. Stop back for Part 2 on November 19.

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  • Poor Customer Service Example

    - by MightyZot
    Lately I have been frustrated by examples of poor customer service. At least one is worth writing about because I don’t think companies realize the effects of their service policies on loyal customers. Bad Customer Service Example #1 Recently, I received an offer in the mail from my cable company, suddenLink. The offer was for an updated TiVo for $12/mo. Normally I ignore offers like this one because I already have the service they’re offering and many times advertisers are offering alternatives to what is already an excellent product offering. I tend to exhibit a high level of loyalty to the products and brands that I use. In this case, we were looking to upgrade our TiVo and this deal is attractive for several reasons: I don’t want to pay a huge amount up-front for the device, so paying a monthly amount for the device is attractive to me. My entertainment is almost all on a single invoice. I’m no longer going to be billed by suddenLink and TiVo. TiVo is still involved, so I am still loyal to the brand I love. I have resisted moving to other DVRs and services for over a decade. I called suddenLink to order the new TiVo and was rewarded with great customer service. In fact, I can’t remember ever getting poor customer service from suddenLink. They are always there to answer my technical support questions and they are very responsive to outages. Then I called TiVo. First of all, I chose the option on the phone system to change or cancel my service, which was consequently met by an inordinate hold time. (I’m calling this time inordinate because I get through very quickly if I want to purchase something.) This is a trend that I’ve noticed with companies – if you want me to be loyal to you, it should be just as easy to cancel your service as it is to purchase it. Because, I should never be cancelling because I am unhappy. And, if you ever want my business again, or more importantly a reference, then you’d better make the exit door open just as easy as the enter door. After quite some time on hold, I talked to “Victor” who was very courteous. Victor canceled my service and then told me that I could keep my current TiVo and transfer recorded programs to it from the new TiVo.  Cool I said, but what about the cost?  He said there was no extra cost.  This was also attractive to me because I paid for my TiVo and it would be good to use it for something at least.  That was four months ago. This month I noticed that TiVo was still charging me for my original service. I was a little upset, but I decided to give them the benefit of the doubt. After all, I am a loyal TiVo customer and I have resisted moving to other solutions for over a decade. I’m sure they will do whatever it takes to keep my business, through TiVo or through suddenLink. After quite some time on hold, I was able to talk to a customer service representative, “Les”. I explained that I am a loyal TiVo customer, but I purchased this deal through my cable provider. I’m still with TiVo, I just wanted a single bill and to take advantage of the pay-over-time option. “Les” told me that he was very sorry to hear that I’m leaving TiVo, to which I responded again that I wasn’t leaving TiVo, I just want one invoice, and to take advantage of the pay-over-time. So, after explaining that I requested a termination of the non-suddenLink account (TiVo can see both of course), I was put on hold again for quite some time while my refund was “approved”.  “Les” said that he could see my cancellation request back in July. Note that it is now November, so they have billed me inappropriately four times. After quite some time, he came back on the line and told me that he was able to “get me most of my money back.” He got approval to refund 90 days. Even though I requested cancellation of one of my accounts, TiVo has that cancellation request on file and they admit overbilling me, I am going to get “most” of my money back. To top this experience off, when we were ready to hang up, “Les” told me that he was sorry to see me go and that he hoped I would come back to TiVo again. Again, I explained to “Les” that I have not left TiVo. I am just paying them through suddenLink. At that point, he went into a small dissertation about how this is a special arrangement they have with suddenLink and very few others. He made me feel like I was doing something wrong. Why should I feel that way? TiVo made the deal with suddenLink, not me, and the deal seemed like a good compromise for me to be able to get what I need. Here is what TiVo Customer Service accomplished on those two calls – I no longer feel like I need to be loyal to the TiVo brand or service. If I had been treated better on these two calls, I would still be recommending TiVo to my friends. They would still be getting revenue from a loyal customer, who paid the same rate for over a decade, and this article wouldn’t be here for you to read. Interesting… In my opinion, if you want brand loyalty, be loyal to your customers!

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  • It is CX a new concept?

    - by Isabel F. Peñuelas
    The Marketing Industry and the Web Industry are talking about CX since some time. However it is only very recently that the concept has reached some common meaning accepted by the analysts’ and the IT community. The new CX model depends on two previous facts: the expansion of the social media, and the impact of the new advanced features of mobile devices regarding brand-customer interaction. CXsers vs UXers First there is some need of disambiguity between User Experience and Customer Experience. User Experience -UX, is a much well established concept related with the design of user interactions for particular devices. UX people are interested on multiple touch points of digital interfaces while CX people are interested on all kind of interfaces including physical ones. UX is an evolution of Web Usability, while CX is a marketing concept. UX is an instrument of User Experience. CX in fact is all about Connections and Interactions. Connections Dan Draper, the creative director Mad Men, understands very well that to market effectively means to connect with people, and the best way to connect to people is to use the connections people have with other people: understanding Social Media connections and taking the customer pulse of customers on those medias, and are strong facilitators of CX strategies.  Interactions We can very simply define CX as the relationship that a customer establishes with a brand through multiple touch points (interactions, channels) through the entire life cycle of his relationship- direct or indirect with the brand. Interactions can be grouped on Customer Journeys through multiple touch points defined as the path a customer follows to achieve a goal. Processes A customer journey today usually starts at the moment he surfs the Web, then he takes a purchase decision; purchases the product;  request a particular service and finally recommends or do not recommends the product.  Customer Journeys are processes, and to analyze customer journeys there exists today a broad offering of modern Customer Journey tools very similar actually to the use cases or UML activity diagrams for IT systems design. As a summary CX is nothing more and nothing less than applying process analysis methods for better understanding how to create value through customer interactions across the multiple user´s touch points with the brand.

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  • Why It Is So Important to Know Your Customer

    - by Christie Flanagan
    Over the years, I endured enough delayed flights, air turbulence and misadventures in airport security clearance to watch my expectations for the air travel experience fall to abysmally low levels. The extent of my loyalty to any one carrier had more to do with the proximity of the airport parking garage to their particular gate than to any effort on the airline’s part to actually earn and retain my business. That all changed one day when I found myself at the airport hoping to catch a return flight home a few hours earlier than expected, using an airline I had flown with for the first time just that week.  When you travel regularly for business, being able to catch a return flight home that’s even an hour or two earlier than originally scheduled is a big deal. It can mean the difference between having a normal evening with your family and having to sneak in like a cat burglar after everyone is fast asleep. And so I found myself on this particular day hoping to catch an earlier flight home. I approached the gate agent and was told that I could go on standby for their next flight out. Then I asked how much it was going to cost to change the flight, knowing full well that I wouldn’t get reimbursed by my company for any change fees. “Oh, there’s no charge to fly on standby,” the gate agent told me. I made a funny look. I couldn’t believe what I was hearing. This airline was going to let my fly on standby, at no additional charge, even though I was a new customer with no status or points. It had been years since I’d seen an airline pass up a short term revenue generating opportunity in favor of a long term loyalty generating one.  At that moment, this particular airline gained my loyal business. Since then, this airline has had the opportunity to learn a lot about me. They know where I live, where I fly from, where I usually fly to, and where I like to sit on the plane. In general, I’ve found their customer service to be quite good whether at the airport, via call center and even through social channels. They email me occasionally, and when they do, they demonstrate that they know me by promoting deals for flights from where I live to places that I’d be interested in visiting. And that’s part of why I’m always so puzzled when I visit their website.Does this company with the great service, customer friendly policies, and clean planes demonstrate that they know me at all when I visit their website? The answer is no. Even when I log in using my loyalty program credentials, it’s pretty obvious that they’re presenting the same old home page and same old offers to every single one of their site visitors. I mean, those promotional offers that they’re featuring so prominently  -- they’re for flights that originate thousands of miles from where I live! There’s no way I’d ever book one of those flights and I’m sure I’m not the only one of their customers to feel that way.My reason for recounting this story is not to pick on the one customer experience flaw I've noticed with this particular airline, in fact, they do so many things right that I’ll continue to fly with them. But I did want to illustrate just how glaringly obvious it is to customers today when a touch point they have with a brand is impersonal, unconnected and out of sync. As someone who’s spent a number of years in the web experience management and online marketing space, it particularly peeves me when that out of sync touch point is a brand’s website, perhaps because I know how important it is to make a customer’s online experience relevant and how many powerful tools are available for making a relevant experience a reality. The fact is, delivering a one-size-fits-all online customer experience is no longer acceptable or particularly effective in today’s world. Today’s savvy customers expect you to know who they are and to understand their preferences, behavior and relationship with your brand. Not only do they expect you to know about them, but they also expect you to demonstrate this knowledge across all of their touch points with your brand in a consistent and compelling fashion, whether it be on your traditional website, your mobile web presence or through various social channels.Delivering the kind of personalized online experiences that customers want can have tremendous business benefits. This is not just about generating feelings of goodwill and higher customer satisfaction ratings either. More relevant and personalized online experiences boost the effectiveness of online marketing initiatives and the statistics prove this out. Personalized web experiences can help increase online conversion rates by 70% -- that’s a huge number.1  And more than three quarters of consumers indicate that they’ve made additional online purchases based on personalized product recommendations.2Now if only this airline would get on board with delivering a more personalized online customer experience. I’d certainly be happier and more likely to spring for one of their promotional offers. And by targeting relevant offers on their home page to appropriate segments of their site visitors, I bet they’d be happier and generating additional revenue too. Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-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;}  ***** If you're interested in hearing more perspectives on the benefits of demonstrating that you know your customers by delivering a more personalized experience, check out this white paper on creating a successful and meaningful customer experience on the web.  Also catch the video below on the business value of CX in attracting new customers featuring Oracle's VP of Customer Experience Strategy, Brian Curran. 1 Search Engine Watch 2 Marketing Charts

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  • You Say You Want a (Customer Experience) Revolution

    - by Christie Flanagan
    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;} rev-o-lu-tion [rev-uh-loo-shuhn] noun 1. a sudden, radical or complete change 2. fundamental change in the way of thinking about or visualizing something; a change of paradigm 3. a changeover in use or preference especially in technology <the computer revolution> Lately, I've been hearing an awful lot about the customer experience revolution.  Tonight Oracle will be hosting The Experience Revolution, an evening of exploration and networking with customer experience executives in New York City where Oracle President Mark Hurd will introduce Oracle Customer Experience, a cross-stack suite of customer experience products that includes Oracle WebCenter and a number of other Oracle technologies. Then on Tuesday and Wednesday, the Forrester Customer Experience Forum East also kicks off in New York City where they'll examine how businesses can "reap the full business benefits of the customer experience revolution." So, are we in the midst of a customer experience revolution? As a consumer, I can answer that question with a definitive “yes.” When I bought my very first car, I had a lot of questions. How do I know if I’m paying a fair price? How do I know if this dealer is honest? Why do I have to sit through these good cop, bad cop shenanigans between sales and sales management at the dealership? Why do I feel like I’m doing these people a favor by giving them my business? In the end the whole experience left me feeling deeply unsatisfied. I didn’t feel that I held all that much power over the experience and the only real negotiating trick I had was to walk out, which I did, many times before actually making a purchase. Fast forward to a year ago and I found myself back in the market for a new car. The very first car that I bought had finally kicked the bucket after many years, many repair bills, and much wear and tear. Man, I had loved that car. It was time to move on, but I had a knot in my stomach when I reflected back on my last car purchase experience and dreaded the thought of going through that again. Could that have been the reason why I drove my old car for so long? But as I started the process of researching new cars, I started to feel really confident. I had a wealth of online information that helped me in my search. I went to Edmunds and plugged in some information on my preferences and left with a short list of vehicles. After an afternoon spent test driving the cars my short list, I had determined my favorite – it was a model I didn’t even know about until my research on Edmunds! But I didn’t want to go back to the dealership where I test drove it. They were clearly old school and wanted me to buy the way that they wanted to sell. No thanks! After that I went back online. I figured out exactly what people had paid for this car in my area. I found out what kind of discount others were able to negotiate from an online community forum dedicated to the make and model. I found out how the sales people were being incentivized by the manufacturer that month. I learned which dealers had the best ratings and reviews. This was actually getting exciting. I was feeling really empowered. My next step was to request online quotes from the some of the highest rated dealers but I already knew exactly how much I was going to pay. This was really a test for the dealers. My new mantra was “let he who delivers the best customer experience win.” An inside sales rep from one dealer responded to my quote request within a couple of hours. I told him I had already decided on the make and model and it was just a matter of figuring out who I would buy it from. I also told them that I was really busy and wouldn’t set foot in the dealership unless we had come to terms beforehand. Lastly, I let him know that I’d prefer to work out the details via email. He promised to get back to me shortly with a detailed quote. Over the next few days I received calls from other dealers. One asked me a host of questions that I had already answered in their lengthy online form. Another blamed their website performance issues for their delay in responding to my request. But by then it didn’t really matter because I’d already bought the car days before from the dealer who responded to me first and who was willing to adjust their sales process to accommodate my buying one. So, yes, I really do believe we are in the midst of a customer experience revolution. And every revolution leaves some victorious and other vanquished. Which side do you want to be on when it comes to the customer experience revolution?

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  • What packages can i use to unroll a complete store with customer service?

    - by acidzombie24
    I havent bought the server yet (possible VPS) but i am thinking about using linux with apache and mono for asp.net support. I don't know much about this. What packages can i use together to have a store with customer support? What i like is 1) A store to purchase one item (its digital). More may be possible but they are likely to be addons which need the first item. 2) Have the the store send messages to my app which will generate registration key and deliver the digital item. 3) Create an account for that customer on a support site used for tickets 4) A Forum. I'd like a private forum for customers and may want their account to be disabled when their product license has expired. 5) A mailing list. I like non customers be able to subscribe to a list and i'd like to know if any customers are on it so i can send different emails to each if desired. Are there packages that make any of these easy? I dont mind writing glue code if i need to but i havent tried any stores, mailing list, ticket system but have installed a forum once long ago. My mail server will likely be through google apps.

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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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  • Missed OpenWorld? Fear not. Customer Service Presentations for you!

    - by Tuula Fai
    As a Customer Service professional, you know the most frightening thing is having mission-critical systems go down when you’re trying to support customers. So while others are munching on candy this Halloween, why not spend your time listening to these Oracle OpenWorld sessions?   Oracle Service Vision and Roadmap Oracle RightNow Cross-Channel Contact Center Oracle RightNow Web Customer Service Oracle RightNow Chat Cloud Service & Oracle RightNow Virtual Assistant Cloud Service Oracle RightNow Social Customer Service Oracle RightNow Cloud Service - Upgrades Oracle Service – EBS Field Service Oracle Service – Siebel Service Oracle Service – Siebel Field Service In these presentations, you will learn the latest capabilities available in Oracle’s Service solutions for delivering a great customer experience. Like the ability to … Serve Your Customers Anywhere to maintain one seamless dialogue Turn Your Contact Center into a Profit Center by giving personal offers Use Social to Get Ahead of Service Issues by capturing and responding to posts Offer Help a Click Away on your support site at the point of need Humanize Web Self-Service with a Virtual Assistant that uses natural conversation As journalist Robert Liparulo said, “Knowledge was like candy: you never turned it down, especially if you didn't have to work too hard to get it.” It’s right here. Listen, Learn and Lead.

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  • Free Webinar on Improving Your Customer Experience with Integrated Channels

    - by divya.malik
    Join Oracle's Regional VP of CRM On Demand- Justin Shriber, Selling Power Magazine's CEO, Gerhard Gschwandtner and IDC Research's Gerrard Murray in an interesting discussion on how to "Integrate Sales Channels to Maximize Revenue & Improve the Customer Experience". You will learn how to: - Build a unified revenue pipeline to shorten sales cycles - Deliver a personalized customer experience and maximize up-sell opportunities - Align sales across all interaction, including online, in person, and via mobile devices - Improve the quality of each and every customer interaction Don't miss the opportunity and register now

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  • Oracle Customer Experience Summit @ OpenWorld

    - by Michael Seback
    Businesses worldwide are operating in a new era. Customers are taking charge of their relationships with brands, and the customer experience has become the most important differentiator and driver of business value. Where is the experience heading? And how can businesses take advantage of the customer experience revolution?  Find out from experts at a one-of-a-kind event:  Oracle Customer Experience Summit @ OpenWorld Preview the Conference Schedule for October 3 – 5, 2012 Registration - Wednesday October 3, 7:00 a.m.–6:30 p.m. Westin St. Francis, Moscone West, South, Hilton San Francisco, and Hotel Nikko Sample Sessions: The Experience Imperative - Wednesday October 3, 12:30 p.m.–2:30 p.m. Mark Hurd, President, Oracle Anthony Lye, Senior Vice President, Oracle Cloud Applications Strategy David Vap, Global Vice President, Product Development, Oracle Mike Svatek, Chief Strategy Officer, Bazaarvoice Leading the Experience Revolution - Wednesday October 3, 3:45 p.m.–4:45 p.m. Seth Godin, Best-Selling Author, Founder of Squidoo.com David Vap, Global Vice President, Product Development, Oracle Driving a Customer Experience Strategy - Wednesday October 3, 5:00 p.m.–6:00 p.m. David Vap, Global Vice President, Product Development, Oracle Matthew Banks, Senior Director, Customer Experience Solutions, Oracle Register now.

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  • Social Analytics and the Customer

    - by David Dorf
    Many successful retailers put the customer at the center of everything they do, so its important that the customer is modeled correctly across all their systems.  The path to omni-channel starts and ends with the customer so at ARTS, our next big project is focused on ensuring a consistent representation of customers across our transactional data model, datawarehouse model, and XML schemas.  Further, we've started a new whitepaper that describes how Big Data and Social Media Analytics should be leveraged by retailers to add and additional level of customer insight. Let's start by taking a closer look at the meaning of social analytics.  Here's my definition: Social Analytics, in the retail context, describes the analysis of data obtained from social media sources in an effort to better comprehend and interact with the community of consumers.  This discipline seeks to understand what’s being said by the community about brands and products (“monitoring”), as well as understand the behaviors of those in the community (“profiling”).  The results are used to enforce the brand image, improve product decisions, and better focus marketing, all of which lead to increased sales. To help illustrate the facets of social analytics, I drew the diagram below which was originally published by Retail Touchpoints. There are lots of tools on the market that allow retailers to monitor social media for brand and product mentions.  These include analysis of sentiment, reach, share of voice, engagement, etc.  When your brand is mentioned, good or bad, its an opportunity to engage with the customer and possibly lead to a sale.  Because products are not always unique, its much more difficult to monitor product mentions, but detecting product trends early can help a retailer make better merchandising decisions, especially in fashion. Once a retailer understands what's being said, the next step is learn more about who's saying it.  That involves profiling customers beyond simple demographics to understand their motivations.  Much can be learned from patterns, and even more when customers voluntarily share their data.  Knowing that a customer is passionate about, for example, mountain biking allows the retailer to make relevant offers on helmets, ask for opinions on hydration, and help spread marketing messages. Social analytics has many facets that benefit retailers, some of which are easy but many of which are hard.  Its important for the CMO and CIO to work closely together to plan for these capabilities and monitor the maturity of tools on the market.  This is an area that will separate winners from losers.

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  • Webinar: Meeting Customer Expectations in the New Age of Retail

    - by Sanjeev Sharma
    Webcast Date: Thursday, November 8, 2012 Time: 10am PT/ 1pm ET The retail market has expanded into the online, mobile, and social worlds. But the key to success hasn’t changed since the days of traditional, brick-and-mortar business. It’s still about service. A successful retailer today in omni-channel customer engagement must be able to deliver quality service that meets customer expectations. For many retailers, Oracle Web commerce applications help them achieve that success, allowing them to market, interact, and transact across multiple channels in a predictable, consistent, and personalized manner. Join us for this Webcast, and learn what Oracle applications can do for your business. In this session, we will discuss: The significance and dimensions of modern omni-channel customer experience The Oracle Commerce platform Real-world examples of business value derived by running customer-facing applications on Oracle Engineered Systems Register today Speakers: Sanjeev Sharma Principal Product Director, Oracle Exalogic, Oracle Kelly Goetsch Senior Principal Product Manager, Oracle Commerce, Oracle Dan Conway Senior Product Manager, Oracle Retail, Oracle

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  • Customer Experience Management : A conversation with world experts RTD

    - by David lefranc
    A conversation with world experts in Customer Experience Management in Rome, Italy - Wed, June 20, 2012 It is our pleasure to share the registration link below for your chance to meet active members of the Oracle Real-Time Decisions Customer Advisory Board. Join us to hear how leading brands across the world have achieved tremendous return on investment through their Oracle Real-Time Decisions deployments and do not miss this unique opportunity to ask them specific questions directly during our customer roundtable. Please share this information with anyone interested in real-time decision management and cross-channel predictive process optimization.http://www.oracle.com/goto/RealTimeDecisions

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  • Customer Experience Management : A conversation with world experts RTD

    - by David lefranc
    A conversation with world experts in Customer Experience Management in Rome, Italy - Wed, June 20, 2012 It is our pleasure to share the registration link below for your chance to meet active members of the Oracle Real-Time Decisions Customer Advisory Board. Join us to hear how leading brands across the world have achieved tremendous return on investment through their Oracle Real-Time Decisions deployments and do not miss this unique opportunity to ask them specific questions directly during our customer roundtable. Please share this information with anyone interested in real-time decision management and cross-channel predictive process optimization.http://www.oracle.com/goto/RealTimeDecisions

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  • Customer Webcast: Alcatel-Lucent Creates a Modern User Experience

    - by [email protected]
    Today, customer satisfaction is critical to a company's long-term success. With customers searching the internet to find new solutions and offerings, it's more important than ever to deliver a modern and engaging user experience that's both interactive and community-based. Join us on June 30th for this exclusive LIVE Webcast with Saeed Hosseiniyar, CIO of Alcatel-Lucent's Enterprise Products Group, and Andy MacMillan, Vice President of Product Management for Oracle's Enterprise 2.0 Solutions. You'll learn how a modern customer service portal with integrated Web 2.0 and social media features can: Improve customer satisfaction by delivering rich, personalized and interactive content Speed product development by facilitating participation and feedback from customers through online communities Improve ROI with a unified platform that delivers content to employees, partners and customers You'll walk away with concrete strategies, best practices and real-world insights on how to transform your company's brand with a next-generation customer service and support site. Register today for this complimentary live Webcast!

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  • Join Us for the Next Quarterly Customer Update Webcast

    - by michelle.huff
    Join us for the next Oracle Content Management Quarterly Customer Update Webcast scheduled for this coming January 19 & 20, 2010. In this webcast we'll bring you up to speed on the latest updates and changes made available these past few months. Additionally, we'll cover the new features and certifications in the latest ODC & ODDC 10.1.3.5.1 release, as well as the upcoming Enterprise Content Management Suite 11gR1 PS3 (patch set 3) release. Register Today! Americas / EMEA time zones: Customer Update January 19, 2010 9:00am US PT / 12:00pm US ET / 17:00 London Length: 1 hour *Please use your corporate email address to register. Asia-Pacific time zones: Customer Update (Repeat Webcast) January 20, 2010 1:00pm Sydney AET, 10:00am Singapore (Jan 19, 2010 @ 6:00pm US PT) Length: 1 hour *Please use your corporate email address to register Missed Previous Customer Quarterly Updates? Get caught up on Oracle & ECM news. View a recording or the presentation from previous Webcasts held since June 2008 (available from My Oracle Support).

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  • Dealing with the customer / developer culture mismatch on an agile project

    - by Eric Smith
    One of the tenets of agile is ... Customer collaboration over contract negotiation ... another one is ... Individuals and interactions over processes and tools But the way I see it, at least when it comes to interaction with the customer, there is a fundamental problem: How the customer thinks is fundamentally different to how a software engineer thinks That may be a bit of a generalisation, yes. Arguably, there are business domains where this is not necessarily true---these are few and far between though. In many domains though, the typical customer is: Interested in daily operational concerns--short-range tactics ... not strategy; Only concerned with the immediate solution; Generally one-dimensional, non-abstract thinkers; Primarily interested in "getting the job done" as opposed to coming up with a lasting, quality solution. On the other hand, software engineers who practice agile are: Professionals who value quality; Individuals who understand the notion of "more haste less speed" i.e., spending a little more time to do things properly will save lots of time down the road; Generally, very experienced analytical thinkers. So very clearly, there is a natural culture discrepancy that tends to inhibit "customer collaboration". What's the best way to address this?

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