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