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  • How to dissuade a customer who just learned a technology and wants to use it everywhere?

    - by MainMa
    My customer recently discovered what is URL Rewriting, without completely understanding what it is, how it works and the pros and cons of it. Now, he asks for lots of strange changes in actual requirements of current projects and changes in old projects in order to implement what he believes is URL Rewriting. On one hand, I'm annoyed being asked to do things which doesn't make any sense instead of doing real work. On the other hand, I can't tell my customer that he doesn't understand anything in the subject despite his interest in it. I think many people have had situations when their manager or their customer just learned a new buzzword or a new technology, and he loved it so much than he wanted to use it in every project, everywhere, rewrite the whole codebase just to use this new thing, etc. Also, I've recently read something related on Programmers.SE where people told about their experiences when there was a huge buzz around XML, and some managers would ask to introduce XML in every project just to show to everyone that they have used it. So those who have been in similar situation, how have you managed it?

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  • customer wont provide ssh access - ftp only

    - by Max
    Eh, here is my problem: I am working in a webdevelopment agency (thats a problem but not the real problem, read on). Most of the time I choose the live server myself when creating a new website project. But now the customer already has a "server" (10 GB on a cheapo host!) and the "admin" refuses to give me ssh access to it. But I need to access the server via shell because many files will be transported (need to be able to upload and extract a tar) and I need to insert or create mysql dumps via command line. He argues FTP and phpmyadmin should be enough... as far as I know the webspace was just ordered to host the website, so no security critical apps are running there. How can I either convince the admin to give me the ssh login or tell management that we need our own server? Anyone with similiar experiences? This is really annoying as this is a very small project that should be done fast and now one has to fight in order to just get the work done...

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  • Building applications with WCF - Intro

    - by skjagini
    I am going to write series of articles using Windows Communication Framework (WCF) to develop client and server applications and this is the first part of that series. What is WCF As Juwal puts in his Programming WCF book, WCF provides an SDK for developing and deploying services on Windows, provides runtime environment to expose CLR types as services and consume services as CLR types. Building services with WCF is incredibly easy and it’s implementation provides a set of industry standards and off the shelf plumbing including service hosting, instance management, reliability, transaction management, security etc such that it greatly increases productivity Scenario: Lets consider a typical bank customer trying to create an account, deposit amount and transfer funds between accounts, i.e. checking and savings. To make it interesting, we are going to divide the functionality into multiple services and each of them working with database directly. We will run test cases with and without transactional support across services. In this post we will build contracts, services, data access layer, unit tests to verify end to end communication etc, nothing big stuff here and we dig into other features of the WCF in subsequent posts with incremental changes. In any distributed architecture we have two pieces i.e. services and clients. Services as the name implies provide functionality to execute various pieces of business logic on the server, and clients providing interaction to the end user. Services can be built with Web Services or with WCF. Service built on WCF have the advantage of binding independent, i.e. can run against TCP and HTTP protocol without any significant changes to the code. Solution Services Profile: For creating a new bank customer, getting details about existing customer ProfileContract ProfileService Checking Account: To get checking account balance, deposit or withdraw amount CheckingAccountContract CheckingAccountService Savings Account: To get savings account balance, deposit or withdraw amount SavingsAccountContract SavingsAccountService ServiceHost: To host services, i.e. running the services at particular address, binding and contract where client can connect to Client: Helps end user to use services like creating account and amount transfer between the accounts BankDAL: Data access layer to work with database     BankDAL It’s no brainer not to use an ORM as many matured products are available currently in market including Linq2Sql, Entity Framework (EF), LLblGenPro etc. For this exercise I am going to use Entity Framework 4.0, CTP 5 with code first approach. There are two approaches when working with data, data driven and code driven. In data driven we start by designing tables and their constrains in database and generate entities in code while in code driven (code first) approach entities are defined in code and the metadata generated from the entities is used by the EF to create tables and table constrains. In previous versions the entity classes had  to derive from EF specific base classes. In EF 4 it  is not required to derive from any EF classes, the entities are not only persistence ignorant but also enable full test driven development using mock frameworks.  Application consists of 3 entities, Customer entity which contains Customer details; CheckingAccount and SavingsAccount to hold the respective account balance. We could have introduced an Account base class for CheckingAccount and SavingsAccount which is certainly possible with EF mappings but to keep it simple we are just going to follow 1 –1 mapping between entity and table mappings. Lets start out by defining a class called Customer which will be mapped to Customer table, observe that the class is simply a plain old clr object (POCO) and has no reference to EF at all. using System;   namespace BankDAL.Model { public class Customer { public int Id { get; set; } public string FullName { get; set; } public string Address { get; set; } public DateTime DateOfBirth { get; set; } } }   In order to inform EF about the Customer entity we have to define a database context with properties of type DbSet<> for every POCO which needs to be mapped to a table in database. EF uses convention over configuration to generate the metadata resulting in much less configuration. using System.Data.Entity;   namespace BankDAL.Model { public class BankDbContext: DbContext { public DbSet<Customer> Customers { get; set; } } }   Entity constrains can be defined through attributes on Customer class or using fluent syntax (no need to muscle with xml files), CustomerConfiguration class. By defining constrains in a separate class we can maintain clean POCOs without corrupting entity classes with database specific information.   using System; using System.Data.Entity.ModelConfiguration;   namespace BankDAL.Model { public class CustomerConfiguration: EntityTypeConfiguration<Customer> { public CustomerConfiguration() { Initialize(); }   private void Initialize() { //Setting the Primary Key this.HasKey(e => e.Id);   //Setting required fields this.HasRequired(e => e.FullName); this.HasRequired(e => e.Address); //Todo: Can't create required constraint as DateOfBirth is not reference type, research it //this.HasRequired(e => e.DateOfBirth); } } }   Any queries executed against Customers property in BankDbContext are executed against Cusomers table. By convention EF looks for connection string with key of BankDbContext when working with the context.   We are going to define a helper class to work with Customer entity with methods for querying, adding new entity etc and these are known as repository classes, i.e., CustomerRepository   using System; using System.Data.Entity; using System.Linq; using BankDAL.Model;   namespace BankDAL.Repositories { public class CustomerRepository { private readonly IDbSet<Customer> _customers;   public CustomerRepository(BankDbContext bankDbContext) { if (bankDbContext == null) throw new ArgumentNullException(); _customers = bankDbContext.Customers; }   public IQueryable<Customer> Query() { return _customers; }   public void Add(Customer customer) { _customers.Add(customer); } } }   From the above code it is observable that the Query methods returns customers as IQueryable i.e. customers are retrieved only when actually used i.e. iterated. Returning as IQueryable also allows to execute filtering and joining statements from business logic using lamba expressions without cluttering the data access layer with tens of methods.   Our CheckingAccountRepository and SavingsAccountRepository look very similar to each other using System; using System.Data.Entity; using System.Linq; using BankDAL.Model;   namespace BankDAL.Repositories { public class CheckingAccountRepository { private readonly IDbSet<CheckingAccount> _checkingAccounts;   public CheckingAccountRepository(BankDbContext bankDbContext) { if (bankDbContext == null) throw new ArgumentNullException(); _checkingAccounts = bankDbContext.CheckingAccounts; }   public IQueryable<CheckingAccount> Query() { return _checkingAccounts; }   public void Add(CheckingAccount account) { _checkingAccounts.Add(account); }   public IQueryable<CheckingAccount> GetAccount(int customerId) { return (from act in _checkingAccounts where act.CustomerId == customerId select act); }   } } The repository classes look very similar to each other for Query and Add methods, with the help of C# generics and implementing repository pattern (Martin Fowler) we can reduce the repeated code. Jarod from ElegantCode has posted an article on how to use repository pattern with EF which we will implement in the subsequent articles along with WCF Unity life time managers by Drew Contracts It is very easy to follow contract first approach with WCF, define the interface and append ServiceContract, OperationContract attributes. IProfile contract exposes functionality for creating customer and getting customer details.   using System; using System.ServiceModel; using BankDAL.Model;   namespace ProfileContract { [ServiceContract] public interface IProfile { [OperationContract] Customer CreateCustomer(string customerName, string address, DateTime dateOfBirth);   [OperationContract] Customer GetCustomer(int id);   } }   ICheckingAccount contract exposes functionality for working with checking account, i.e., getting balance, deposit and withdraw of amount. ISavingsAccount contract looks the same as checking account.   using System.ServiceModel;   namespace CheckingAccountContract { [ServiceContract] public interface ICheckingAccount { [OperationContract] decimal? GetCheckingAccountBalance(int customerId);   [OperationContract] void DepositAmount(int customerId,decimal amount);   [OperationContract] void WithdrawAmount(int customerId, decimal amount);   } }   Services   Having covered the data access layer and contracts so far and here comes the core of the business logic, i.e. services.   .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } ProfileService implements the IProfile contract for creating customer and getting customer detail using CustomerRepository. using System; using System.Linq; using System.ServiceModel; using BankDAL; using BankDAL.Model; using BankDAL.Repositories; using ProfileContract;   namespace ProfileService { [ServiceBehavior(IncludeExceptionDetailInFaults = true)] public class Profile: IProfile { public Customer CreateAccount( string customerName, string address, DateTime dateOfBirth) { Customer cust = new Customer { FullName = customerName, Address = address, DateOfBirth = dateOfBirth };   using (var bankDbContext = new BankDbContext()) { new CustomerRepository(bankDbContext).Add(cust); bankDbContext.SaveChanges(); } return cust; }   public Customer CreateCustomer(string customerName, string address, DateTime dateOfBirth) { return CreateAccount(customerName, address, dateOfBirth); } public Customer GetCustomer(int id) { return new CustomerRepository(new BankDbContext()).Query() .Where(i => i.Id == id).FirstOrDefault(); }   } } From the above code you shall observe that we are calling bankDBContext’s SaveChanges method and there is no save method specific to customer entity because EF manages all the changes centralized at the context level and all the pending changes so far are submitted in a batch and it is represented as Unit of Work. Similarly Checking service implements ICheckingAccount contract using CheckingAccountRepository, notice that we are throwing overdraft exception if the balance falls by zero. WCF has it’s own way of raising exceptions using fault contracts which will be explained in the subsequent articles. SavingsAccountService is similar to CheckingAccountService. using System; using System.Linq; using System.ServiceModel; using BankDAL.Model; using BankDAL.Repositories; using CheckingAccountContract;   namespace CheckingAccountService { [ServiceBehavior(IncludeExceptionDetailInFaults = true)] public class Checking:ICheckingAccount { public decimal? GetCheckingAccountBalance(int customerId) { using (var bankDbContext = new BankDbContext()) { CheckingAccount account = (new CheckingAccountRepository(bankDbContext) .GetAccount(customerId)).FirstOrDefault();   if (account != null) return account.Balance;   return null; } }   public void DepositAmount(int customerId, decimal amount) { using(var bankDbContext = new BankDbContext()) { var checkingAccountRepository = new CheckingAccountRepository(bankDbContext); CheckingAccount account = (checkingAccountRepository.GetAccount(customerId)) .FirstOrDefault();   if (account == null) { account = new CheckingAccount() { CustomerId = customerId }; checkingAccountRepository.Add(account); }   account.Balance = account.Balance + amount; if (account.Balance < 0) throw new ApplicationException("Overdraft not accepted");   bankDbContext.SaveChanges(); } } public void WithdrawAmount(int customerId, decimal amount) { DepositAmount(customerId, -1*amount); } } }   BankServiceHost The host acts as a glue binding contracts with it’s services, exposing the endpoints. The services can be exposed either through the code or configuration file, configuration file is preferred as it allows run time changes to service behavior even after deployment. We have 3 services and for each of the service you need to define name (the class that implements the service with fully qualified namespace) and endpoint known as ABC, i.e. address, binding and contract. We are using netTcpBinding and have defined the base address with for each of the contracts .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } <system.serviceModel> <services> <service name="ProfileService.Profile"> <endpoint binding="netTcpBinding" contract="ProfileContract.IProfile"/> <host> <baseAddresses> <add baseAddress="net.tcp://localhost:1000/Profile"/> </baseAddresses> </host> </service> <service name="CheckingAccountService.Checking"> <endpoint binding="netTcpBinding" contract="CheckingAccountContract.ICheckingAccount"/> <host> <baseAddresses> <add baseAddress="net.tcp://localhost:1000/Checking"/> </baseAddresses> </host> </service> <service name="SavingsAccountService.Savings"> <endpoint binding="netTcpBinding" contract="SavingsAccountContract.ISavingsAccount"/> <host> <baseAddresses> <add baseAddress="net.tcp://localhost:1000/Savings"/> </baseAddresses> </host> </service> </services> </system.serviceModel> Have to open the services by creating service host which will handle the incoming requests from clients.   using System;   namespace ServiceHost { class Program { static void Main(string[] args) { CreateHosts(); Console.ReadLine(); }   private static void CreateHosts() { CreateHost(typeof(ProfileService.Profile),"Profile Service"); CreateHost(typeof(SavingsAccountService.Savings), "Savings Account Service"); CreateHost(typeof(CheckingAccountService.Checking), "Checking Account Service"); }   private static void CreateHost(Type type, string hostDescription) { System.ServiceModel.ServiceHost host = new System.ServiceModel.ServiceHost(type); host.Open();   if (host.ChannelDispatchers != null && host.ChannelDispatchers.Count != 0 && host.ChannelDispatchers[0].Listener != null) Console.WriteLine("Started: " + host.ChannelDispatchers[0].Listener.Uri); else Console.WriteLine("Failed to start:" + hostDescription); } } } BankClient    The client has no knowledge about service business logic other than the functionality it exposes through the contract, end points and a proxy to work against. The endpoint data and server proxy can be generated by right clicking on the project reference and choosing ‘Add Service Reference’ and entering the service end point address. Or if you have access to source, you can manually reference contract dlls and update clients configuration file to point to the service end point if the server and client happens to be being built using .Net framework. One of the pros with the manual approach is you don’t have to work against messy code generated files.   <system.serviceModel> <client> <endpoint name="tcpProfile" address="net.tcp://localhost:1000/Profile" binding="netTcpBinding" contract="ProfileContract.IProfile"/> <endpoint name="tcpCheckingAccount" address="net.tcp://localhost:1000/Checking" binding="netTcpBinding" contract="CheckingAccountContract.ICheckingAccount"/> <endpoint name="tcpSavingsAccount" address="net.tcp://localhost:1000/Savings" binding="netTcpBinding" contract="SavingsAccountContract.ISavingsAccount"/>   </client> </system.serviceModel> The client uses a façade to connect to the services   using System.ServiceModel; using CheckingAccountContract; using ProfileContract; using SavingsAccountContract;   namespace Client { public class ProxyFacade { public static IProfile ProfileProxy() { return (new ChannelFactory<IProfile>("tcpProfile")).CreateChannel(); }   public static ICheckingAccount CheckingAccountProxy() { return (new ChannelFactory<ICheckingAccount>("tcpCheckingAccount")) .CreateChannel(); }   public static ISavingsAccount SavingsAccountProxy() { return (new ChannelFactory<ISavingsAccount>("tcpSavingsAccount")) .CreateChannel(); }   } }   With that in place, lets get our unit tests going   using System; using System.Diagnostics; using BankDAL.Model; using NUnit.Framework; using ProfileContract;   namespace Client { [TestFixture] public class Tests { private void TransferFundsFromSavingsToCheckingAccount(int customerId, decimal amount) { ProxyFacade.CheckingAccountProxy().DepositAmount(customerId, amount); ProxyFacade.SavingsAccountProxy().WithdrawAmount(customerId, amount); }   private void TransferFundsFromCheckingToSavingsAccount(int customerId, decimal amount) { ProxyFacade.SavingsAccountProxy().DepositAmount(customerId, amount); ProxyFacade.CheckingAccountProxy().WithdrawAmount(customerId, amount); }     [Test] public void CreateAndGetProfileTest() { IProfile profile = ProxyFacade.ProfileProxy(); const string customerName = "Tom"; int customerId = profile.CreateCustomer(customerName, "NJ", new DateTime(1982, 1, 1)).Id; Customer customer = profile.GetCustomer(customerId); Assert.AreEqual(customerName,customer.FullName); }   [Test] public void DepositWithDrawAndTransferAmountTest() { IProfile profile = ProxyFacade.ProfileProxy(); string customerName = "Smith" + DateTime.Now.ToString("HH:mm:ss"); var customer = profile.CreateCustomer(customerName, "NJ", new DateTime(1982, 1, 1)); // Deposit to Savings ProxyFacade.SavingsAccountProxy().DepositAmount(customer.Id, 100); ProxyFacade.SavingsAccountProxy().DepositAmount(customer.Id, 25); Assert.AreEqual(125, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customer.Id)); // Withdraw ProxyFacade.SavingsAccountProxy().WithdrawAmount(customer.Id, 30); Assert.AreEqual(95, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customer.Id));   // Deposit to Checking ProxyFacade.CheckingAccountProxy().DepositAmount(customer.Id, 60); ProxyFacade.CheckingAccountProxy().DepositAmount(customer.Id, 40); Assert.AreEqual(100, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customer.Id)); // Withdraw ProxyFacade.CheckingAccountProxy().WithdrawAmount(customer.Id, 30); Assert.AreEqual(70, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customer.Id));   // Transfer from Savings to Checking TransferFundsFromSavingsToCheckingAccount(customer.Id,10); Assert.AreEqual(85, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customer.Id)); Assert.AreEqual(80, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customer.Id));   // Transfer from Checking to Savings TransferFundsFromCheckingToSavingsAccount(customer.Id, 50); Assert.AreEqual(135, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customer.Id)); Assert.AreEqual(30, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customer.Id)); }   [Test] public void FundTransfersWithOverDraftTest() { IProfile profile = ProxyFacade.ProfileProxy(); string customerName = "Angelina" + DateTime.Now.ToString("HH:mm:ss");   var customerId = profile.CreateCustomer(customerName, "NJ", new DateTime(1972, 1, 1)).Id;   ProxyFacade.SavingsAccountProxy().DepositAmount(customerId, 100); TransferFundsFromSavingsToCheckingAccount(customerId,80); Assert.AreEqual(20, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customerId)); Assert.AreEqual(80, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customerId));   try { TransferFundsFromSavingsToCheckingAccount(customerId,30); } catch (Exception e) { Debug.WriteLine(e.Message); }   Assert.AreEqual(110, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customerId)); Assert.AreEqual(20, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customerId)); } } }   We are creating a new instance of the channel for every operation, we will look into instance management and how creating a new instance of channel affects it in subsequent articles. The first two test cases deals with creation of Customer, deposit and withdraw of month between accounts. The last case, FundTransferWithOverDraftTest() is interesting. Customer starts with depositing $100 in SavingsAccount followed by transfer of $80 in to checking account resulting in $20 in savings account.  Customer then initiates $30 transfer from Savings to Checking resulting in overdraft exception on Savings with $30 being deposited to Checking. As we are not running both the requests in transactions the customer ends up with more amount than what he started with $100. In subsequent posts we will look into transactions handling.  Make sure the ServiceHost project is set as start up project and start the solution. Run the test cases either from NUnit client or TestDriven.Net/Resharper which ever is your favorite tool. Make sure you have updated the data base connection string in the ServiceHost config file to point to your local database

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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 June 30 / July 1 2010. Don't miss this chance to get an overview on the latest updates to Oracle Content Management. We'll be covering the latest ECM Suite 11g release - highlighting the Universal Content Management (UCM) and Universal Records Management releases. Register Today! Americas / EMEA time zones: Customer Update June 30, 2010 9:00am US PDT / 12:00pm US EDT / 16:00 GMT Length: 1 hour *Please use your corporate email address to register. Asia-Pacific time zones: Customer Update (Repeat Webcast) July 1, 2010 12:00pm Sydney AEST, 10:00am Singapore (June 30, 2010 @ 7:00pm US PDT) Length: 1 hour *Please use your corporate email address to register Please Note: If you have attended previous Quarterly Customer Update Webcasts, we are now using a new web conference system, WebEx, to host the meeting. 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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  • Oracle - A Leader in Gartner's MQ for Master Data Management for Customer Data

    - by Mala Narasimharajan
      The Gartner MQ report for Master Data Management of Customer Data Solutions is released and we're proud to say that Oracle is in the leaders' quadrant.  Here's a snippet from the report itself:  " “Oracle has a strong, though complex, portfolio of domain-specific MDM products that include prepackaged data models. Gartner estimates that Oracle now has over 1,500 licensed MDM customers, including 650 customers managing customer data. The MDM portfolio includes three products that address MDM of customer data solution needs: Oracle Fusion Customer Hub (FCH), Oracle CDH and Oracle Siebel UCM. These three MDM products are positioned for different segments of the market and Oracle is progressively moving all three products onto a common MDM technology platform..." (Gartner, Oct 18, 2012)  For more information on Oracle's solutions for customer data in Master Data Management, click here.  

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  • Identity Globe Trotters (Sep Edition): The Social Customer

    - by Tanu Sood
    Welcome to the inaugural edition of our monthly series - Identity Globe Trotters. Starting today, the last Friday of every month, we will explore regional commentary on Identity Management. We will invite guest contributors from around the world to share their opinions and experiences around Identity Management and highlight regional nuances, specific drivers, solutions and more. Today's feature is contributed by Michael Krebs, Head of Business Development at esentri consulting GmbH, a (SOA) specialized Oracle Gold Partner based in Ettlingen, Germany. In his current role, Krebs is dealing with the latest developments in Enterprise Social Networking and the Integration of Social Media within business processes.  By Michael Krebs The relevance of "easy sign-on" in the age of the "Social Customer" With the growth of Social Networks, the time people spend within those closed "eco-systems" is growing year by year. With social networks looking to integrate search engines, like Facebook announced some weeks ago, their relevance will continue to grow in contrast to the more conventional search engines. This is one of the reasons why social network accounts of the users are getting more and more like a virtual fingerprint. With the growing relevance of social networks the importance of a simple way for customers to get in touch with say, customer care or contract departments, will be crucial for sales processes in critical markets. Customers want to have one single point of contact and also an easy "login-method" with no dedicated usernames, passwords or proprietary accounts. The golden rule in the future social media driven markets will be: The lower the complexity of the initial contact, the better a company can profit from social networks. If you, for example, can generate a smart way of how an existing customer can use self-service portals, the cost in providing phone support can be lowered significantly. Recruiting and Hiring of "Digital Natives" Another particular example is "social" recruiting processes. The so called "digital natives" don´t want to type in their profile facts and CV´s in proprietary systems. Why not use the actual LinkedIn profile? In German speaking region, the market in the area of professional social networks is dominated by XING, the equivalent to LinkedIn. A few weeks back, this network also opened up their interfaces for integrating social sign-ons or the usage of profile data for recruiting-purposes. In the European (and especially the German) employment market, where the number of young candidates is shrinking because of the low birth rate in the region, it will become essential to use social-media supported hiring processes to find and on-board the rare talents. In fact, you will see traditional recruiting websites integrated with social hiring to attract the best talents in the market, where the pool of potential candidates has decreased dramatically over the years. Identity Management as a key factor in the Customer Experience process To create the biggest value for customers and also future employees, companies need to connect their HCM or CRM-systems with powerful Identity management solutions. With the highly efficient Oracle (social & mobile enabling) Identity Management solution, enterprises can combine easy sign on with secure connections to the backend infrastructure. This combination enables a "one-stop" service with personalized content for customers and talents. In addition, companies can collect valuable data for the enrichment of their CRM-data. The goal is to enrich the so called "Customer Experience" via all available customer channels and contact points. Those systems have already gained importance in the B2C-markets and will gradually spread out to B2B-channels in the near future. Conclusion: Central and "Social" Identity management is key to Customer Experience Management and Talent Management For a seamless delivery of "Customer Experience Management" and a modern way of recruiting the best talent, companies need to integrate Social Sign-on capabilities with modern CX - and Talent management infrastructure. This lowers the barrier for existing and future customers or employees to get in touch with sales, support or human resources. Identity management is the technology enabler and backbone for a modern Customer Experience Infrastructure. Oracle Identity management solutions provide the opportunity to secure Social Applications and connect them with modern CX-solutions. At the end, companies benefit from "best of breed" processes and solutions for enriching customer experience without compromising security. About esentri: esentri is a provider of enterprise social networking and brings the benefits of social network communication into business environments. As one key strength, esentri uses Oracle Identity Management solutions for delivering Social and Mobile access for Oracle’s CRM- and HCM-solutions. …..End Guest Post…. With new and enhanced features optimized to secure the new digital experience, the recently announced Oracle Identity Management 11g Release 2 enables organizations to securely embrace cloud, mobile and social infrastructures and reach new user communities to help further expand and develop their businesses. Additional Resources: Oracle Identity Management 11gR2 release Oracle Identity Management website Datasheet: Mobile and Social Access (pdf) IDM at OOW: Focus on Identity Management Facebook: OracleIDM Twitter: OracleIDM We look forward to your feedback on this post and welcome your suggestions for topics to cover in Identity Globe Trotters. Last Friday, every month!

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  • Friends, Food, and Fun at the My Oracle Support Community Meetup

    - by Oracle OpenWorld Blog Team
    By Leslie McNeillJoin us at the third annual My Oracle Support Community Meetup for food and drink, fun and conversation After a long day at Oracle OpenWorld, take time to relax and meet your peers in the My Oracle Support Community and some of the Oracle employees who moderate the community. The Meetup event is a great place to get together before dinner, or spend the evening getting to know other Community members and Oracle Support Moderators in person. Not a My Oracle Support Community member yet? Joining is easy - Oracle Premier Support customers can log in with the same account they use to access My Oracle Support to begin taking advantage of the resources the Community offers. If you're an Oracle Premier Support customer but don’t yet have a login, talk to the Customer User Administrator (CUA) at your company now to get access to the Oracle proactive portfolio, including My Oracle Support Community. Oracle Premier Support Customers need to register to receive their invitation to the Meetup and find out the details. Visit the Customer Support Services Oracle OpenWorld Website to discover how you can take advantage of all Oracle OpenWorld has to offer.

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  • AutoVue 20.0.x End of Oracle Premier Support

    - by GrahamOracle
    As per Oracle’s Lifetime Support policy, AutoVue version 20.0.x reached the end of Premier Support on March 1st 2012, and entered Sustaining Support. Customers are recommended to upgrade to the latest & greatest (AutoVue 20.2.0) at the earliest opportunity, to take advantage not only of a new 5-year Premier Support term, but also all of the fixes, new features, and new format support as compared to version 20.0.x.For more information on Oracle’s Lifetime Support policy, visit http://www.oracle.com/us/support/lifetime-support/lifetime-support-software-342730.html and click on the link titled “Lifetime Support Policy: Oracle Applications (PDF)”.

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  • Critical Patch Updates During EBS 11i Exception to Sustaining Support Period

    - by Elke Phelps (Oracle Development)
    As previously blogged in the EBS 11i and 12.1 Support Timeline Changes entry, two important changes to the Oracle Lifetime Support policies were announced at Oracle OpenWorld 2012 - San Francisco.  These changes affect E-Business Suite Releases 11i and 12.1. Critical Patch Updates for EBS 11i during the Exception to Sustaining Support Period You may be wondering about the availability of Critical Patch Updates (CPU) for EBS 11i during the Exception to Sustaining Support period.  The following details the E-Business Suite Critical Patch Update support policy for EBS 11i during the Exception to Sustaining Support period: Oracle will continue to provide CPUs containing critical security fixes for E-Business Suite 11i.  CPUs will be packaged and released as as cumulative patches for both ATG RUP 6 and ATG RUP 7. As always, we try to minimize the number of patches and dependencies required for uptake of a CPU; however, there have been quite a few changes to the 11i baseline since its release.  For dependency reasons the 11i CPUs may require a higher number of files in order to bring them up to a consistent, stable, and well tested level. EBS 11i customer will continue to receive CPUs up to and including the October 2014 CPU. Where can I learn more? There are two interlocking policies that affect the E-Business Suite:  Oracle's Lifetime Support policies for each EBS release (timelines which were updated by this announcement), and the Error Correction Support policies (which state the minimum baselines for new patches). For more information about how these policies interact, see: Understanding Support Windows for E-Business Suite Releases What about E-Business Suite technology stack components? Things get more complicated when one considers individual techstack components such as Oracle Forms or the Oracle Database.  To learn more about the interlocking EBS+techstack component support windows, see these two articles: On Apps Tier Patching and Support: A Primer for E-Business Suite Users On Database Patching and Support: A Primer for E-Business Suite Users Where can I learn more about Critical Patch Updates?The Critical Patch Update Advisory is the starting point for relevant information. It includes a list of products affected, pointers to obtain the patches, a summary of the security vulnerabilities, and links to other important documents.  Related Articles EBS 11i and 12.1 Support Timeline Changes Frequently Asked Questions about Latest EBS Support Changes Extended Support Fees Waived for E-Business Suite 11i and 12.0

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  • EBS 11.5.10 Support Exception / 12.1 Extends to Dec 2018

    - by cwarticki
    E-Business Suite 11.5.10 Sustaining Support Exception & 12.1 Extended Support Now to Dec. 2018 [ID 1495337.1] As part of Oracle’s continued commitment to our customers, we will be providing an exception for the first 13 months of Sustaining Support on Oracle E-Business Suite Release 11.5.10 (11i10), valid from December 1, 2013 – December 31, 2014. This exception support will be comprised of three components: (1) new fixes for Severity 1 production issues, (2) United States Form 1099 2013 year-end updates, and (3) payroll regulatory updates for the United States, Canada, United Kingdom, and Australia for fiscal years ending in 2014.  In addition, the Extended Support period for E-Business Suite Release 12.1 has been extended through December, 2018. Customers with an active Oracle Premier Support for Software contract will automatically be entitled to Extended Support deliverables for E-Business Suite 12.1. Please refer to the Lifetime Support section of oracle.com for further information regarding Oracle's Lifetime Support Policy for Applications. This change will be reflected in the October update to the Software Technical Support Policies.

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  • How to refuse to give an access to passwords to a customer without being unprofessional or rude?

    - by MainMa
    Let's say you're creating a website for a customer. This website has its own registration (either combined with OpenID or not). The customer asks you to be able to see the passwords the users are choosing, given that the users will probably be using the same password on every website. In general, I say: either that it is impossible to retrieve the passwords, since they are not stored in plain text, but hashed, or that I have no right to do that or that administrators must not be able to see the passwords of users, without giving any additional details. The first one is false: even if the passwords are hashed, it is still possible to catch and store them on each logon (for example doing a strange sort of audit which will remember not only which user succeeded or failed to logon, but also with which password). The second one is rude. How to refuse this request, without being either unprofessional or rude?

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  • “Big Data” Is A Small Concept Unless You Can Apply It To The Customer Experience

    - by Michael Hylton
    There’s been a lot of recent talk in the industry about “big data”.  Much can be said about the importance of big data and the results from it, but you need to always consider the customer experience when analyzing and applying customer data. Personalization and merchandising drive the user experience.  Big data should enable you to gain valuable insight into each of your customers and apply that insight at the moment they are on your Web site, talking to one of your call center agents, or any other touchpoint.  While past customer experience is important, you need to combine that with what your customer is doing on your Web site now as well what they are doing and saying on social networking sites.  It’s key to have a 360 degree view of your customer across all of your touchpoints in order to provide that relevant and consistent experience that they come to expect when interacting with your brand. Big data can enable you to effectively market, merchandize, and recommend the right products to the right customers and the right time.  By taking customer data and applying it to product recommendations, you have an opportunity to gain a greater share of wallet through the cross-selling and up-selling of additional products and services.  You can also build sustaining loyalty programs to continue to engage with your customers throughout their long-term relationship with your brand.

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  • “Big Data” Is A Small Concept Unless You Can Apply It To The Customer Experience

    - by Michael Hylton
    There’s been a lot of recent talk in the industry about “big data”.  Much can be said about the importance of big data and the results from it, but you need to always consider the customer experience when analyzing and applying customer data. Personalization and merchandising drive the user experience.  Big data should enable you to gain valuable insight into each of your customers and apply that insight at the moment they are on your Web site, talking to one of your call center agents, or any other touchpoint.  While past customer experience is important, you need to combine that with what your customer is doing on your Web site now as well what they are doing and saying on social networking sites.  It’s key to have a 360 degree view of your customer across all of your touchpoints in order to provide that relevant and consistent experience that they come to expect when interacting with your brand. Big data can enable you to effectively market, merchandize, and recommend the right products to the right customers and the right time.  By taking customer data and applying it to product recommendations, you have an opportunity to gain a greater share of wallet through the cross-selling and up-selling of additional products and services.  You can also build sustaining loyalty programs to continue to engage with your customers throughout their long-term relationship with your brand.

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  • Improve Customer Experience with Real-Time Scheduling

    - by ruth.donohue
    Recently, my husband rearranged his busy work schedule so that he could stay home an entire afternoon to wait for the alarm company to reset the password to our alarm system, only to discover at the end of the afternoon that the field service rep wasn’t going to be able to make the appointment after all. And, the company asked him to reschedule and block off time for another afternoon. Needless to say, my husband wasn’t happy with that experience. Unfortunately, customer experiences like this happen every day. As a business, you can’t afford these types of encounters. It’s too easy for your customers to turn to one of your competitors once they’ve reached the point of frustration. Customer experience and customer loyalty are more important than ever. So how can you prevent something like this from occurring? With the newly available Siebel Field Service Integration with Oracle Real-Time Scheduler, your service organization can: Create cost-optimized plans and schedules to improve operating efficiencies Deliver more accurate ETA’s and shorten appointment windows Minimize the impact of in-day events such as delays on site, sickness, poor weather conditions, and vehicle breakdowns Rather than requiring them to wait for an entire afternoon, imagine asking customers to be available for only an hour. And being able to commit to that time by working around unforeseen events and understanding the impact of delays or re-routings before they become customer issues. What would your customer experience and customer satisfaction be like then? Learn more about the Siebel Field Service Integration with Oracle Real-Time Scheduler: Register for and attend the upcoming webcast on Thursday, March 10th at 8:30 AM Pacific Time Read the press release, data sheet, and solution brief Visit the Siebel Field Service webpage

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  • Mapping Your Customer Experience Journey

    - by Michael Hylton
    For those who attended today’s Oracle Customer Experience Summit keynote you heard from Brian Curran talk about the strategies and best practices to implement customer experience (CX) in your organization.  He spoke about how this evolving journey begins by understanding six steps to transform your business and put your customers front and center.  Here are those key six steps: What are the strategic business objectives in your company? What are your operational objectives and KPIs necessary to measure a CX project? Build an income statement and create “what if” scenarios and see how changes impact your business’ bottom line.  Explore what keeps you from getting to your own goals for your business. Define the business objectives and opportunities you want to meet? Understand the trends and accelerators in the market?  What factors are going on in the market affect that impact your business?  Social?  Mobile?  Cloud?  Just to name a few.  Many of these trends may signal a change in the way people think about your business. What approach will you take to solve these issues?  Understand who your customer is.  How do you need to adapt your business to build relevant, personalized customer experiences. What technologies can you implement to address CX?  Does technology help you solve your problem? A great way to begin your customer experience journey is a concept called journey mapping, one of the most powerful and deceptively simple tools for unlocking CX innovation at your organization. Here is where you can learn more about how you can bring this concept into your business to drive great customer experiences.

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  • The Talent Behind Customer Experience

    - by Christina McKeon
    Earlier, I wrote about Powerful Data Lessons from the Presidential Election. A key component of the Obama team’s data analysis deserves its own discussion—the people. Recruiters are probably scrambling to find out who those Obama data crunchers are and lure them into corporations. For the Obama team, these data scientists became a secret ingredient that the competition didn’t have. This team of analysts knew how to hear the signal and ignore the noise, how to segment and target its base, and how to model scenarios and revise plans based on what the data told them. The talent was the difference. As you work to transform your organization to be more customer-centric, don’t forget that talent is a critical element. Journey mapping is a good start to understanding how your talent impacts your customer experiences. Part of journey mapping includes documenting the “on-stage” and “back-stage” systems and touchpoints. When mapping this part of your customers’ journey, include the roles and talent behind the employee actions—both customer facing and further upstream from that customer touchpoint. Know what each of these roles does, how well you are retaining people in these areas, and your plans to fill these open positions in the future. To use data scientists as an example, this job will be in high demand over the next 10 years. The workforce is shrinking, and higher education institutions may not be able to turn out trained data scientists as fast as you need them. You don’t want to be caught with a skills deficit, so consider how you can best plan for the future talent you will need. Have your existing employees make their career aspirations known to you now. You may find you already have employees willing to take on roles that drive better customer experiences. Then develop customer experience talent from within your organization through targeted learning programs. If you know that you will need to go outside the organization, build those candidate relationships now. Nurture the candidates you want to hire and partner with universities, colleges, and trade associations so you can increase the number of qualified candidates in your talent pool.

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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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  • How to deal with DELL support system?

    - by Nishant Kumar
    We have purchased a Dell Optiplex 9010 SSFV for our organization's work. Since the first installation two of the USB keyboard keys were not working properly. I had to press those keys two times simultaneously, on first time keys did not work and for for second time it printed two characters (as it were buffering first character.) Two keys that were not working properly: Hexangrave (Below the ESC key: `) Double Quotes (Left the enter key ") We registered our complaint with DELL and they suggested (with some hard to understand and weird ENGLISH accent) some test and tricks, such as switching to different ports, checking keyboard on different PC, and it worked well with diff. PC(with Windows 7 Home Premium installed). It was clear that it is an OS fault, hence they suggested to re-install OS. Problem began here, we have a project on the run and currently a video editing project setup on our system, so can't re-install system in hurry and also DELL persons were not providing any other solution such as updating keyboard driver, etc. Arguments I am a Software Engg. and don't think it is a feasible solution to re-install entire system for simple problems. This prob is coming since the fresh system installation, so I don't think it will solve the problem. Finally, I had to find solution myself and got it here, now I want to show my disappointment to dell persons or at least tell them that they should improve there support system to not advice to re-install entire system for that simple problems. Notes We have purchased 5 years NEXT business day support from DELL for around 8000 INR (Not for that kind of solutions from DELL). It is Dell India Support System. So can anyone tell me how to tackle dell support system officially, so that they will pay more attention in near future. Thanks

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  • Tudta? - Havonta szemináriumokat tartunk Support témában az Oracle irodában

    - by user552636
          Nézzen be az Oracle Hungary irodájába, ahol általában minden hónap elso hétfojén tájékoztatót tartunk az Oracle támogatásról, hogy Ügyfeleink minél jobban ki tudják használni az Oracle Support nyújtotta lehetoségeket. Ha Ön mindennapi munkája során gyakran lép kapcsolatba az Oracle Support-tal, bizonyára hasznosnak találja majd szemináriumainkat, melyeken tájékoztatást adunk az Oracle Support-tal való hatékony együttmuködés módjáról, a támogató eszközökrol, folyamatokról technológiákról. A szemináriumok ingyenesen látogathatók. A szemináriumsorozat aktuális témájáról a My Oracle Support 1475680.1  cikkébol tájékozódhatnak. Legutóbbi szemináriumon az Oracle Konfiguráció Kezelorol, az Auto Service Request (ASR) -rol, valamint a Licencmigrációról beszéltünk. (E témák anyagait hamarosan feltöltöm a blog-hoz.) A következo szemináriumot rendkívüli módon az Oracle Oktatás "Guru Party-jával" együtt tartjuk, az eladások témáját késobb fogom közzé tenni a 1475680.1 cikkben, valamint ezen a blog-on.  

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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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  • 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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  • 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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