THE VALUEOF CX
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Customer Experience Delivers Real Value
+ +AACQUISITION
RRETENTION
EEFFICIENCY
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Increase Sales
and Adoption
A• OPPORTUNITIES
• CONVERSIONS
• VALUE
Build Trust and
Strengthen
Relationships
R• QUALITY
• CONSISTENCY
• LOYALTY
Reduce Costs
and Effort
E• SELF SERVICE
• PRODUCTIVITY
• COST OF OPERATIONS
Proving the Value of Customer ExperienceMeasurable Metrics
GENERATE MORE INCREASE CUSTOMER INCREASE SELF-SERVICE
RETENTION(BUILD TRUST & STRENGTHEN
RELATIONSHIPS)
ACQUISITION(INCREASE SALES & ADOPTION)
EFFICIENCY (REDUCE COSTS & EFFORT)
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INCREASE
CONVERSION RATE
INCREASE AVERAGE
ORDER VOLUME
OPPORTUNITIES SATISFACTION RATES
INCREASE SERVICE QUALITY
AND RELIABILITY
DRIVE LOYALTY
AND ADVOCACY
SUCCESS %
REDUCE COST
PER INTERACTION
IMPROVE
SERVICE PRODUCTIVITY
Delivering Great Experiences Throughout the Customer Lifecycle
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THE CHALLENGEOF CX
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DO YOU KNOW
WHAT VALUES
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WHAT VALUES
TO KATIE?
Your Customers Expect to Do Business with You in More Ways Than Ever Before
DIRECT SALESIN-STORE CONTACT CENTER FIELD SERVICE
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MOBILE SOCIALTABLETS KIOSKSWEB
WEB
CONTACTCENTER
IN-STORE
NEED /RESEARCH
SELECT PURCHASEMAINTAIN /
RECOMMENDRECEIVE /
USE
A Complex Customer Journey Customers Demand A Better Experience
Comparison Site
Visit Retail Store
Chat
Pickup Local Store
Order Online
Kiosk
Change Order
Browse
Order Online
Call for Info about
Add-on Accessories
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CATALOG
MOBILE
SOCIAL Read Reviews
Web Search
Ask Facebook Friends
For Recommendations
Email Order
Confirm w/Rec
Tweet About
Purchase Experience
Ask for Help on
Community Chat Room
Product
Info
Select Product
Browse
Catalog
SILOS CREATE FRUSTRATION
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SOCIALWEB MOBILEDIRECT CALL CENTERIN-STORE
Why didn’t they send this mobile
coupon when I was still in the store?
When I clicked the “Chat Now” the agent
had no idea of what was in my shopping
cart?”
IN-STORE
WEBSOCIAL
CALL CENTER
The Results:Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience
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Can’t their sales reps see my web
order? The Acme rep always
knows all my orders.
Why can’t I order an item online and pick it
up at my local store?
When I go online, I can’t easily find what I
need. It’s too complicated to find my
best option
Wouldn’t it be nice if they rewarded me
for all the friends I have referred?
WEB
DIRECTMOBILE
SOCIAL
WHAT MAKES A GREATCX
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CX
WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE?
CONSISTENT VOICE
CONNECTED INTERACTIONS
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CONNECTED INTERACTIONS
PERSONALIZED JOURNEY
EFFICIENT SERVICE
REWARDING RELATIONSHIP
How Does a Company Ensure a Great Customer Experience?
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CUSTOMER ENGAGEMENTCREATING A CONNECTED EXPERIENCE
• Create simple, consistent and relevant experience across all touchpoints
• Capture all behaviors, transactions
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• Capture all behaviors, transactions and interactions into 360o customer view
• Enable customers to do business where, when and how they want
DATA MANAGEMENT AND INSIGHTMAXIMIZING RELEVANCE, IMPROVING AGILITY, INCREASING SALES
• Leverage common customer master across all touchpoints and interactions
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interactions
• Personalize all content and offers based on behavior and preferences
• Identify gaps and opportunities with real-time operational insight
CUSTOMER FULFILLMENT AND SERVICEDELIVER BRAND PROMISE ACROSS LIFECYCLE
• Unify order capture, order orchestration and fulfillment to increase efficiency
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increase efficiency
• Enable users with intelligent web self-service and direct support when needed
• Increase customer retention and referrals with integrated loyalty programs
HOW ORACLE POWERS GREAT CXs
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Connect and Engage
Make it Easy and Rewarding
COMPLETE CUSTOMER EXPERIENCE (CX)
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Know More
DYNAMIC PERSONALIZATION AND
CROSS-CHANNEL INTERACTIONS
BUILDING CUSTOMER RAPPORT BY CONNECTING EVERY INTERACTION
CONNECT AND ENGAGE
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DYNAMIC PERSONALIZATION AND
TAILORING CUSTOMER EXPERIENCES
OPTIMIZED DIGITAL EXPERIENCES
FOR UNIQUE DEVICE CAPABILITIES
CONNECT AND ENGAGE
QUICKLY IDENTIFY AND RESPOND TO
REAL-TIME RECOMMENDATIONSLEVERAGING WHAT YOU KNOW AND ANTICIPATING WHAT CUSTOMER WANT
KNOW MORE
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QUICKLY IDENTIFY AND RESPOND TO OPPORTUNITIES AND CHALLENGES
FIND HIDDEN OPPORTUNITIESIDENTIFYING ACTIONABLE PATTERNS
KNOW MORE
ASSISTANCE AT THE POINT OF NEEDTRANSFORMING YOUR CUSTOMER
IMPROVE ORDER ACCURACY AND DELIVERY EXECUTION ACROSS CHANNELS
MAKE IT EASY AND REWARDING
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TRANSFORMING YOUR CUSTOMER EXPERIENCE WITH PROACTIVE SUPPORT
MAXIMIZE LIFETIME VALUEREWARDING HIGH VALUE CUSTOMERS
MAKE IT EASY AND REWARDING
Measurable ResultsIncreased Sales, Improved Satisfaction, Lower Costs
30% decrease in contact center costs
Reduced agent response times 50+%
CSAT increased to 95%
Improved cross channel consistency
7X increase in conversion rates
Sales leads up 50%
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times 50+%
99% self-service rate
channel consistency
7x increase in Net Promoter Score
Increased shopping cart size by 25%
Oracle’s Complete Customer ExperienceEmpowering People, Powering Brands
� Best-in-Class Customer Experience Solution
� End-to-End B2C and B2B Business Processes
�
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� Multi-channel and Cross-channel Support
� Social and Mobile Optimization
� On Premise and in the Cloud Deployments
InteractionsInteractions
Oracle Customer Experience
DIRECT IN-STORE PHONE WEB SOCIAL FIELD SERVICEMOBILE
Oracle Customer Experience FrameworkOnly Oracle Delivers an End-to-End Customer Lifecycle Solution
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Interactions(Commerce, Sales, Marketing, Service)
Interactions(Commerce, Sales, Marketing, Service)
OperationsOperations
DataData
So
cia
l
Ap
pli
ca
tio
ns
An
aly
tic
al
Ap
pli
ca
tio
ns
Oracle Customer Experience
InteractionsRecommendResearchNeed Select Purchase Receive Use Maintain
DIRECT IN-STORE PHONE WEB SOCIAL FIELD SERVICEMOBILE
Oracle Customer Experience FrameworkOnly Oracle Delivers An End-to-end Customer Lifecycle Solution
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DataCustomer Product Content
OperationsSelf Service
Agent Assist
Account Management
Knowledge Management
Service and Support
Select/Browse
Offer/Recommend
Order Management
Business Insight
Commerce
Campaign Management
Community Management
Order Management
Channel Optimization
Marketing and LoyaltySales
Planning
Prospecting
Opportunity Management
Execution
Oracle Customer Experience FrameworkOnly Oracle Delivers An End-to-end Customer Lifecycle Solution
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FOCUS ON SALES & MARKETING
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Focus on Sales & Marketing
� Current state of sales
� What is impacting sales success
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� New sales strategy for competitive differentiation
� Companies are paying sales teams for performance they are not receiving..
� Nearly one-half (48%) of incentive compensation plans do not achieve the desired results.
Current State of Sales
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achieve the desired results.
� Senior sales executives rely more on current and historical data than on forecast data.
Source: Economist Intelligence Unit, “Data vs Instinct: Perfecting Global Sales Performance,” June 2012
57% of B2B buying steps are completed before a buyer even connects with a salesperson.
We’ve Entered the Age of the Customer
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Source: CEB, “The Challenger Sale,” 2011
REQUIREMENTS for sales success
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Complete View of Customer.
Quality Leads. Coaching & Collaboration.
Accurate Plans & Forecasts. Resources.
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Accurate Plans & Forecasts. Resources.
Quota Achievement. Aligned Processes.
Easy Account Management.
TRENDS that are redefining sales
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Customer Driven. Cloud Computing.
Cross Channel. Social Media.
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Mobility. Real-time Decisions.
Customer experience = opportunity to differentiate
Great customer experiences drive more profitable revenue when you
CONNECT AND ENGAGE
Trends: Room for Sales to Make an Impact
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� CONNECT AND ENGAGE
� KNOW MORE
� MAKE IT EASY AND REWARDING
Source: CEB, “The Challenger Sale,” 2011
Adjust Your Sales Strategy for Better Performance
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“The hardest thing about B2B selling today is that customers don’t need you the way they used to.”
Harvard Business Review, “The End of Solution Sales,” July/August 2012
Need to: Provide a Single View of the Customer across Their Entire
Lifecycle
� Go beyond CRM systems
� Connect customer information in buying and owning phases
Connect and Engage
Provide a Single View of the Customer across Their Entire Lifecycle
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in buying and owning phases
� Present information in context
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An estimated 70-90% of leads generated by marketing are never followed up on by sales.
MarketingSherpa
Need to: Better Target Prospects and Make Your Marketing More Efficient
� Identify best prospects to sell to
� Identify the best products to sell to them
Connect and Engage
Target the Best Prospects and Nurture Them
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to them
� Personalize individual campaigns from sales reps
� Engage prospects across multiple channels
� Accelerate lead distribution and
Connect and Engage
Make Your Marketing More Efficient
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� Accelerate lead distribution and follow-up
� Identify whitespace and cross-sell opportunities
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“Nfirms employing collaboration outpace their non-collaborating peers by 2:1 in both initial meetings leading to a presentation and proposals leading to a sale.”
CSO Insights, “Collaborate to Win: Strategies for Sales Success,” 2011
Need to: Leverage Collaboration Tools
� Collaborate with experts and peers among direct and indirect teams
Connect and Engage
Facilitate Coaching and Collaboration
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teams
� Coach reps step-by-step in sales cycle
� Deliver when and where it’s needed
The Role of Social in Sales
� Integration with Facebook and LinkedIn
� Discussion forums
– Reps post topics and collaborate on critical issues
Think about social externally and internally
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– Include partners
� Notifications
– Activity streams push relevant information to reps
– Information that impacts their customers and deals
� Increase sales rep productivity
� Increase deal size and overall revenue
� Increase win rates
When You Connect and Engage, YouB
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� Keep leads warm and engaged
� Increase sales force knowledge and effectiveness
� Improve sales skills
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“Companies without aggressive plans for managing and exploiting the explosion in data report they are losing an average of US$71.2 million per year.”
Oracle report, “From Overload to Impact: An Industry Scorecard on Big Data Business Challenges,” July 2012
Need to: Get Better Data Management and Insight
� Incorporate customer, competitor, market and social networking data
Know More
Aggregate Customer Data in One Location
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networking data
� Push data to reps through streams and notifications
� Put the information at their fingertips
� Gain visibility across marketing and sales
� Provide real-time customer
Know More
Insight to Know Where To Invest
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� Provide real-time customer insight
� Drive highly targeted campaigns
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“Forecasted B2B sales win rates declined from 50% to 45% over the last five years while loss rates remain unchanged at approximately 30% over the same period.”
CSO Insights, “2011 Sales Management Optimization—Key Trends Analysis,” 2011
Need to: Embed Sales Intelligence
� Provide territory-specific heat map
� Recommend leads to pursue
Know More
Embed Sales Intelligence
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� Recommend leads to pursue
� Gather insight from past, present, and future
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“Companies using sales analytics/forecasting tools outperform others by 1.3 times in achieving their overall annual sales quota, and 1.5 times in their win/loss ratio.”Aberdeen Group, “Best-in-Class Sales Organizations Blend Forecast Accuracy and Pipeline Velocity to Seal More Deals,” October
2010
Need to: Integrate Territories, Quotas, Incentives, Forecasting
� Model sales plans based on what-if scenarios
� Adjust plans with minimal
Know More
Integrate Territories, Quotas, Incentives and Forecasting
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� Adjust plans with minimal disruption
� Unique Integrated Solution in the Market
� Close the performance-to-plan gap
� Align sales force to goals
� Attain revenue goals
When You Know More, YouB
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� Eliminate planning and deployment delays
� Avoid lost opportunities and revenue leakage
� Optimize sales performance
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“N42% of respondents say the primary problem with their territory planning is ‘unequal opportunity distribution’.”
Economist Intelligence Unit, “Data vs Instinct: Perfecting Global Sales Performance,” June 2012
Need to: Maximize Sales Coverage
� Get results with existing resources
� Distribute opportunities evenly
Make It Easy and
Rewarding
Maximize Sales Coverage
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� Distribute opportunities evenly
� Adjust territories when personnel or products change
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“Companies often base too large a portion of compensation on sales-based incentives without considering sales data such as forecast market conditions and competitive market intelligence.”Economist Intelligence Unit, “Data vs Instinct: Perfecting Global Sales Performance,” June 2012
Need to: Build and Modify Sales Processes
� Use repeatable workflows designed for business users
� Incorporate best practices
Make It Easy and
Rewarding
Build and Modify Sales Processes
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� Incorporate best practices
� Align incentives to goals
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“ONLY a little more than 41 percent of a salesperson’s time is spent selling by phone or face-to-face.”
CSO Insights, “Sales Optimization Survey,” 2011
Need to: Leverage Mobile Devices and Email
� Provide anytime, anywhere access
� Use native applications for
Make It Easy and
Rewarding
Leverage Mobile Devices and Email
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� Use native applications for updates
� Reduce time reps spend on administration
Mobile Increases Productivity
� Push out critical sales alerts that can be read on the go
� Update opportunities and accounts at the point of need
Think about inbound and outbound mobile
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point of need
� Improve user adoption
� Do more with your resources
� Incent the right sales behavior
� Adjust plans when business conditions change
When You Make It Easy and Rewarding, YouB
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� Ensure best practices are being used
� Increase sales productivity and efficiency
� Reduce administration costs
Choice Of DeploymentIn The Cloud, On Premise or Both
Public Cloud Private Cloud
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On Premise Hybrid
Oracle Applications PlanningSiebel Current Release and Roadmap
• Customer Experience• New employee and partner experience on any
device, channel and browser (Open UI)
• iPad and Android tablet apps for field sales and
field service
• Real-time rewards and recognition with high
performance loyalty engine
• Industry Innovation
• Customer Experience• Cross-channel commerce, loyalty and marketing
experience with Siebel –ATG, WC Sites and
Social integration
• Improved service experience with integrated
Oracle Knowledge and social interactions
• Intelligent offer presentment and execution with
Next Best Action (Siebel-RTD integration)
• Customer Experience • Cross-channel sales and service experience with
Siebel- ATG, Retail and Endeca integration
• Extended 360 view of the customer with social
insights and integrated analytics
• Integrated portal experience for employee and
customer collaboration with integrated Oracle
Social Network (OSN)
Siebel 8.1 & 8.2 Innovation Packs
Q4 2012Siebel 8.1 & 8.2 Innovation Packs
Q4 2012What’s Next
0-12 month planning cycleWhat’s Next
0-12 month planning cycleFuture Directions
Post 12-month planning cycleFuture Directions
Post 12-month planning cycle
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• Industry Innovation• Connected mobile for Consumer Goods (CG)
and Life Sciences (LS)
• Advanced process enforcement using
hierarchical state model for Public Sector
• Utilities Order-to-Bill customer and product
integration with CC&B (Customer Care and
Billing)
• Lower TCO• Standardization on Oracle technology for Web
Services deployment, Reports (BI Publisher) and
Secure Enterprise Search
• EDQ integration for improved data quality
• Optimized marketing campaign performance
Next Best Action (Siebel-RTD integration)
• Industry Innovation • Banker’s desktop for FINS, Retail apps for
Communications (Siebel integrated PoS,
Clienteling), Disconnected mobile for CG & LS
• Advanced bundling, mobile commerce and multi-
site ordering for Communications and Utilities
• Improved citizen experience and case
processing for Public Sector
• Function space diary and Loyalty for Hospitality
• Lower TCO• Application life cycle mgmt – development (IRM),
deployment, monitoring and diagnostics
• OPA integration for privacy and survivorship
• Concept-to-Cash integration for industries
Social Network (OSN)
• Industry Innovation• New mobile app for Retail Banking
• Enhanced integration between Trade Promotion
Management and Customer Order Management
• Appeals Management, Case State and Temporal
Event Management for Public Sector
• Remote monitoring and telematics integration
for Manufacturing and Service industries
• Lower TCO• Performance improvements using in memory
database for caching
• Integration with BPEL for business process
innovation
• Enterprise Management user console for
monitoring
� Possibilità di soddisfare le esigenze tecnologiche superando i problemi di
budget con la possibilità di allocare l’investimento su più anni
Ridotta necessità di capitale al momento dell’investimento e ottimizzazione del
Oracle Financing
Uno strumento economico strategico per aiutarti a
OTTIMIZZARE I TUOI INVESTIMENTI IT
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� Ridotta necessità di capitale al momento dell’investimento e ottimizzazione del flusso di cassa.
� Accelerazione nel ritorno degli investimenti nelle soluzioni basate su Oracle
Per ulteriori informazioni:
visita il sito www.oracle.com/financingo scrivi a [email protected]
Q&A
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Tavola rotonda moderata da Enzo PagliaroliCon il contributo di:
Giorgio Dino, Presidente e CEO, Castelli
Francesco Pinardi, Sales and Marketing Director, ENERcom
Salvatore Pulvirenti, CIO, Tiscali
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