partner webcast – oracle crm: the age of the customer - 18 july 2013

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 1

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Philipp Weckerle CRM / Customer Experience [email protected] @pweckerl +43 1 33777 527 +43 664 8103 527 blogs.oracle.com/oracleaustria www.oracle.com


The Experience Revolution

Monday, June 25, 2012

New York City Event Briefing


“A business absolutely devoted to

service will have only one worry about

profits. They will be embarrassingly

large.”

Henry Ford Founder of the Ford Motor Company

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 5 Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb.

‘12

As of October 2012, Facebook had

more than 1 Billion active users.

20% of all time spent online

is spent on social platforms.

(#1 online activity)

Of all uses for a mobile

phone, making a call only

ranks

5th.

Social Media is 2nd.

Technology Has Changed How We Interact


And Raised Customer Service Expectations Traditional and New Channels Must Be Connected

Social

Web

Contact

Center Mobile

Social

Mobile Web

Contact

Center


Why Boards Love Customer Experience


Few Companies Deliver Exceptional Experiences

Impact: 20% Revenue Downside

But only

39% of companies earned a CX index of

Good or Excellent from customers2

80% of business execs say they’re doing a

Good to Excellent job of delivering a

positive, consistent, and relevant experience

to their customers1

1 “Global Insights on Succeeding in the Customer Experience Era,” Oracle, February 4, 2013. 2 “The Customer Experience Index, 2013,” Forrester Research Inc., January 15, 2013.


Perception Chasm in Customer Behavior Businesses and Customers Are Worlds Apart

44% of executives believe

customers are willing

to pay more for a

great customer

experience1

but the truth is … 86%

of customers are

already doing so2

1 Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 4, 2013. 2 RightNow (acquired by Oracle in March 2012) and Harris Interactive, “Customer Experience Impact Report,” December 2011.


Perception Chasm in Brand Loyalty Businesses and Customers Are Worlds Apart

49% of executives believe

customers will switch

brands due to a poor

customer experience1

but the truth is … 89% of customers

have switched

already2

1 Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 4, 2013. 2 RightNow (acquired by Oracle in March 2012) and Harris Interactive, “Customer Experience Impact Report,” December 2011.


Execution Chasm in CX Initiatives Many Businesses Are Stuck in Idle

1Those who somewhat or strongly agree 2e.g., established dedicated customer experience leaders, optimizing initial projects, extending program to new channels

91% wish to be considered

a CX leader in their

industry1

Yet … Nearly all businesses

37% are just getting

started with a formal

CX initiative

20% Consider their CX

initiative “advanced”2

And only …

Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 4, 2013.


Execution Chasm in Social Media Businesses Are Playing Catch Up

1Those who strongly or somewhat agree

81% believe that

delivering a

great customer experience

today requires leveraging

social media effectively1

But …

…a significant number of organizations don’t seem to fully

understand the importance of social media:

35% DON’T have social media

for sales channels

35% DON’T have social media

for customer service



Huge Financial Stakes Cost of Failure is High

20% Executives estimate that their potential

revenue loss for not offering a positive,

consistent, and brand-relevant customer

experience is 20% of their annual revenue,

or $400M for a $2B firm.



So what is customer experience then ?


The Goal: Aligning Brand Promise and Reality

BUY Market & Sell

OWN Support & Serve


A x-Channel Challenge

Mobile

Social Media

In Store Self Service & Support Service

Execution Direct Sales

Channel Sales Web


Today’s Customer Journeys are Complex

WEB CONTACT

CENTER IN-

STORE CATA

LOG MOBI

LE EMAI

L SOCI

AL

NEED

RESEARCH SELECT PURCHASE

MAINTAIN

RECOMMEND

RECEIVE

USE

Read Reviews

Comparison Site

Web Search

Ask Facebook Friends

For Recommendations

Visit Retail Store

Chat

Email Order

Confirm w/Rec

Pickup Local Store

Tweet About

Purchase Experience

Ask for Help on

Community Chat Room

Product

Info

Order Online

Kiosk

Change Order

Select Product

Browse

Catalog

Order Online

Call for Info about

Add-on Accessories

WEB

CONTACT CENTER

IN-STORE

CATALOG

MOBILE

EMAIL

SOCIAL


So is there a solution?


CRM or CX – What’s Different?

360o view of the customer

Tracking interactions with sales,

service &marketing

Calls, emails, in-person interactions

Improved reporting on customers

Companies drive flow of information

Maximizing interaction revenue

Incorporating New Technologies to Enhance Customer Engagement

CRM CX

Goal = Customer Insight

Continuous lifecycle for customer from

buy to own

Customers in control of conversation

Explosion of channels - social, mobile,

chat

Leverage analytics for decisions and

personalization

Delivering greater customer lifetime value

Goal = Customer Engagement

1990s 2000s 2010s

ERP

Back office functions that did not

directly affect customers

Supply chain management

A common database, which supports

all applications

Managing Business Data

Goal = Business Optimization


What Do You Want to Bring to Your Business?

Modern

Marketing

Commerce

Anywhere

Smarter

Sales

Connected

Service

Social

Everywhere


What Do You Want to Bring to Your Business?

Modern Marketing Social Everywhere

Connected Service Commerce Anywhere

Smarter Sales


Oracle Customer Experience Delivers for You… …And Your Customers

SMARTER SALES

Sell More

Know More

Grow More

COMMERCE ANYWHERE

Personalize Experiences

Connect Interactions

Drive Results

MODERN MARKETING

Engage Audiences

Know Buyers

Drive Revenue

CONNECTED SERVICE

Understand Needs

Solve Problems

Delight Customers


SMARTER SALES MODERN MARKETING CONNECTED SERVICE

Social Everywhere

COMMERCE ANYWHERE

SOCIAL EVERYWHERE

Be Engaging

Be Insightful

Be Transparent


Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle

Service

Oracle Customer Experience

Oracle

Social

Mobile

Social Media



Channel Sales Web


Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle

Service


Oracle

Social

Mobile

Social Media



Channel Sales Web


Easy to use and understand user experience minimizes required training, and opens quick path to user productivity

Easy to Use Solutions

Leverage easy-to-use, open, and standards-based APIs to configure Oracle Sales to meet the unique needs of any customer

Configure, Extend, Integrate

Tablet, smart phone, and laptop solutions that allow sales reps, managers and executives to access sales and opportunity information from anywhere

Anytime Anywhere Access

Leverage social tools to better communicate, collaborate, and exchange documentation among your sales teams

Modern Sales Team Communication and

Collaboration

Provide the right information, in the right format, at the right time, on any platform

The Right Information Where Needed, When

Needed

Oracle Sales Cloud Key Priorities


Territory Management • Real-time Territory Analytics

• Powerful What-if Capabilities

• Intuitive User Interface

Sales Predictor • Intelligent Sales Predictions

• Identify Sales Opportunities

• Targeted Lead Follow up

Incentive

Compensation • Intuitive Plan Design with

Robust Calculation

• Sales Management Oversight

• Real-time Visibility for Reps

Quota Management • Set Individualized Quotas

• Efficient Quota Setting

Process

• Quota Revision Management

Customer Hub &

Data Quality

• Clean Data with Embedded

Data Quality

• Enterprise “Customer Master”

Linking 360 Account Data

• Robust Hierarchy Mgmt

Sales Force Planning with Oracle Sales Cloud


Making Sales Reps Successful Day in the life of …

6:00 AM 7:00 AM 9:00 AM 11:00 AM

10:00 PM

1:00 PM

2:00 PM 3:00 PM 5:00 PM 7:00 PM


Making Sales Reps Successful The right tool for each situation

6:00 AM 7:00 AM 9:00 AM 11:00 AM

10:00 PM

1:00 PM

2:00 PM 3:00 PM 5:00 PM 7:00 PM


Oracle Tap

• Single tablet experience to

access Oracle Cloud Applications

• Native tablet application

experience that is highly

responsive

A Single Tablet App for the Road Warriors


Oracle Sales Cloud on Outlook Search, Create, and Manage Sales Data in Outlook

• Customer, Opportunity, and Lead

data available in Outlook

• Calendar, Contact, and Task data

consolidated in Outlook

• Sales reps can easily save customer

e-mails to SFA

• Sales reps can tag Outlook items

with sales context

• Sales reps can access sales data

while disconnected from network


Oracle Sales Cloud – Simplified UI


Oracle Social Network A Secure Collaboration Tool for Everyone You Work With

Enterprise collaboration

through real-time Conversations

Engage

Updates streamed from

across your business

Inform

Purposeful social networking

without the noise

Drive

Integrates into your business

applications

Extend


Integrated Marketing, Sales, Service, Social

Sales Cloud

5. Service Cloud Visibility to Opportunities,

Incidents, Service Requests

3. Marketing Cloud Integrated Marketing

Campaigns & Leads

4. Social Cloud Integrated Social Campaigns

& Leads from Social

2. Social Network Conversations about

Sales Topics

6. ERP Opportunity to Quote

1. Customer Master Shared Clean Customer Data


Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle

Service


Oracle

Social

Mobile

Social Media



Channel Sales Web


Mom

Age: 25-44

Household income $120k+

Homeowner

Denver, Colorado

Demographics

Stephanie’s demographics


Stephanie’s digital body language #Tennis, SkiForcast.com,

#ColoradoNationalParks,

#WineFests, #Scrapbooking,

#SchwinnBikes, #Alaska,

#25HourFitness, #DeltaAirlines

Recreation

#KenFollet, #TravelSantorini,

#NationalGeographicChannel,

#TopChef, #U2, iPad,

#iPadGames, #DenverBroncos,

#HagenDaz, #CrimsonTide,

#Law&Order #FiveGuysBurgers

Interests

#OracleDevelopers, #SaSSoftware,

#InternetSecurity, #ITAlerts,

#ITProfessionals, #LinkedIn, #Twitter,

#HBS, #Assetmanagement,

#TravelPhotographers,

#TravelProffessionals, 500px.com

Professional

#Labradoodles, #Target,

Care.com, #HondaPilot,

#CheerCoaches,

#Yelp!Denver, DateNight.com,

#NationalPTA, #DSWShoes,

#BarrackObama, #Playgroups,

#CartoonNetwork

Lifestyle


The foundations of marketing have not changed


Know – Rich Profile


Engage – Owned and Earned Media


Engage – Email done right

Dynamic

Account Rep

Content


Engage – Paid Media


Learn – Measure everything


Automatically qualify sales leads based on demographic, behavioral, and social characteristics

Flexible, easy-to-use HTML5 interface – build lead scoring model without technical skills

Multi-model lead scoring - score leads across multiple business units, products, or regions

Convert – Dynamic Lead Scoring

Solutions


Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle

Service


Oracle

Social

Mobile

Social Media



Channel Sales Web


Web

Integrated Customer Service & Support


Contact Center Experience Core Capabilities

18% boost in agent productivity

Myspace ” “

RightNow’s contextual

workspaces help us train new

agents and improve agent

productivity, enforcing consistent

responses around the globe as

well as delivering personalized

user experiences across brands.

Claudia Lowman

General Manager, RealNetworks

“

” Multi-channel contact center

implemented in just four weeks.

DeVry University

“ ”

Agent Desktop Cross-Channel Scripts / Workflows


Contact Center Experience Core Capabilities

Reduced agent call

handle times by 15%

Drugstore.com ” “

RMA and Teradata database

integrations bolster contact center

efficiency

Overstock.com ” “

PHP SOAP ADD-IN

Our decision in choosing RightNow

was based on its architecturally rich

search engine as well as its flexible

configuration and great reporting

features.

Tanya Paroz,

Customer Service Manager, Spendvision

“

”

Add-Ons / Cust. Obj. CTI Media Bar App Builder


Social Experience Taping social

After an extensive search, RightNow

was the only provider to give us the

flexibility we needed to support all of

our different audiences.

Jan Poston Day,

Sr. Director, Blackboard

“ ”

As a growing company we quickly

realized we need to do more to

help our customers. Leveraging

RightNow CX improved our

customer satisfaction and

productivity, plus it saved us a lot

of money.

Tish Whitcraft

Senior Vice President, Myspace ”

“ After an extensive search,

RightNow was the only provider to

give us the flexibility we needed to

support all of our different

audiences.

Jan Poston Day,

Sr. Director, Blackboard ”

“

Self Service 4 FB Cloud Mon. / Smart Sense Communities


Web Experience Help at your disposal

RightNow has completely

transformed the way Overstock

interacts with customers by enabling

us to understand and resolve issues

with the least amount of time and

effort.

Stormy Simon

Senior Vice President, O.co ”

“ RightNow Intent Guide tells us

what KLM customers want, not

just what they do when on our

site. With RightNow we are able to

deliver quality support as well as

effectively market information and

services that are relevant to the

customer’s interest.

Roy Scheerder

Vice President, KLM Airlines ”

“ One of the keys to success in this

market is to make things as simple

for the customer as possible. By

making it so easy to find answers

on our website, RightNow fits

perfectly into the overall TomTom

customer experience.

TomTom ”

“

Customer Portal Intent Guide Guided Assistance


Web Experience Opening additional channels

RightNow promised that they would

help us achieve our service goals, and

they delivered. As a result, TD Bank

continues to provide consistently

exceptional service across all

communication channels with

extraordinary resource-efficiency.

Mark Ellis, Senior Vice President of eCommerce

TD Bank ”

“ RightNow is a great solution, not

only to mitigate costs in the call

center, but also to help provide a

better experience.

Ron Kelly

Vice President, drugstore.com ”

“ RightNow is a big factor behind

these increases because of the

new ways it allows us to

communicate with supporters.

Richard Atterton,

Chief Operating Officer, Compassion UK ”

“

eMail Management (Proactive) Chat Co-Browse


Engage Measuring SUccess

Both the strength of our brand and

our bottom-line business

performance depend to a large

degree on how well we understand

and respond to our customers.

With RightNow, we are able to

maximize that understanding and

responsiveness—even as we

continue to drive down costs.

Chuck Udzinski

Black & Decker ”

“ Oracle RightNow is a powerful

solution for capturing company

and product knowledge and

delivering it to customers when

and how they need it. As a result,

we’ve been able to achieve high

levels of customer satisfaction

while keeping our contact center

costs under tight control.

Roy van Keulen

GM of Support, TomTom

“

” Contact center analytics help

optimize allocation of development

dollars

Sony Online Entertainment ” “

Analytics Feedback Knowledge Foundation


Cloud Service Platform

By providing the same

transparency into its cloud-based

customer experience platforms as

an on-premise solution, RightNow

is removing yet another barrier to

SaaS in support of organizations’

transition to the cloud

Network World ”

“

DIACAP

Minimized the use of corporate

IT though the RightNow SaaS

offering

LeapFrog ” “

Mission Critical Full Control


High Tech

Retail and Consumer

Goods

Telecom

Travel and Hospitality

Financial and Insurance

Government and

Education

* Customer Information and Logos Provided by RightNow

Oracle RightNow Industry Focus Key Customers By Vertical

http://www.petinsurance.com/


Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle

Service


Oracle

Social

Mobile

Social Media



Channel Sales Web


Oracle Social Relationship Management


Pain Points Solved and Sample Workflow using Social Relationship Management

Listen to what

people are

saying about

your brand

Engage with

Fans and

Followers

Create

Content and

Apps

Publish to

Multiple Social

Channels

Manage

Workflows

Analyze

Results and

Get Metrics


Oracle SRM Customers

Global Customers; Diverse Markets:

o CPG

o Media

o QSR/Restaurant

o Technology

o Financial

o Resort/Hotel

o Beverage

o Retail

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=STQmplVUuUGChM&tbnid=s4YFvDN7La6p7M:&ved=0CAgQjRwwAA&url=http://goodlogo.com/extended.info/taco-bell-logo-2934&ei=WeGoUf-HDM7xigKosoHABA&psig=AFQjCNGBJ06AFBRS0UL1ZosJlVucv9FyEg&ust=1370108633244093

http://www.google.com/url?sa=i&rct=j&q=Johnson+&+Johnson+Logo&source=images&cd=&cad=rja&docid=PIBgn4JKkcJOlM&tbnid=XP60Rm8jnWUb_M:&ved=0CAUQjRw&url=http://www.newsytype.com/5379-johnson-johnson-bribery-fine/&ei=P-aoUb3eLY6m9gSRroHwBw&bvm=bv.47244034,d.eWU&psig=AFQjCNH8C3jIi0hV_iTYoptuS-Fpe72_UQ&ust=1370109868777100


Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle

Service


Oracle

Social

Mobile

Social Media



Channel Sales Web


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partner webcast – oracle crm: the age of the customer - 18 july 2013

Technology

oracle andor

customer service oracle

customer experience

customer experience

relevant experience

experience revolution

customer behavior businesses

great customer experience1