CRM solutions without integrated knowledge management suffer from a number of limitations. They don’t enable customers to become more self-sufficient or foster a community that can generate its own answers. They lack the centralized intelligence needed to deliver innovation and consumer-driven interactions, so support agents can’t learn, serve, or (more...)
The August 2013 release of Oracle RightNow Cloud Service gets super charged by Oracle’s CX portfolio with best-of-breed commerce, automated entitlement management and enterprise knowledge capabilities to empower people across all channels of interaction throughout the lifecycle journey with the brand.
Streamline Online Sales
Oracle RightNow Cloud Service seamlessly (more...)
In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the importance of having a cross-channel solution. It’s easy to forget that voice is still the #1 channel that customers use to resolve customer (more...)
CRM Evolution's Customer Service Experience track began today with Hewlett Packard’s (HP) Patricia Graca talking about Social Care. She got our attention with some eye-opening statistics:
The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about organizations “becoming a part of the story of their customers’ lives” through:
Getting Real—walking a mile in their customers’ shoes
CX @ OpenWorld September 22-26, 2013 | San Francisco
The imperative of being a CX (customer experience)/CRM leader is clear to most organizations. However, the path to achieving this is not. CX @ OpenWorld will deliver a combination of strategy and technology sessions, mini-presentations, interactive journey mapping workshops, and demonstrations—to (more...)
Like a caterpillar, some things sit for a long time, with incremental changes in size and shape until one day they reemerge from a catatonic state of transformation. Typically, we reflect on the butterfly’s beautiful colorful changes, but for me the splendor from this cocooned change is more the contrast in (more...)
I brush the dust off the screen, hold my breath, flip the power switch, and a pause… the next moment will either reconnect me to an endless summer of misspent youth, or leave me continuing to seek some reattachment to a time now passed… “dah dah da da da DAH! (more...)
If you have not been to Oracle CloudWorld yet, you must go. No other event brings together so many SaaS experts, from Oracle business and development executives to global customers and thought leaders.
A perfect example is CloudWorld Mumbai where 1,491 participants converged to hear keynotes by Alan Lapofsky of (more...)
I like to do things myself. Maybe that’s my inner 2-year-old trying to get out. When I can’t do things myself, then I’m usually interested in getting just a little help so I can still finish on my own. This is probably why I like chat and I also (more...)
I was in London recently and strolled past a man in Hyde Park exclaiming, “You’ve got to have faith!” to a crowd of onlookers. A cheeky lad yelled back, “Faith? I already got that one. George Michael. Tower Records.” Even the preacher cracked a smile at the sarcastic (more...)
Can you imagine what the conversation with the venture capitalists must have sounded like when Tony Hsieh, co-founder of Zappos, told them that his business plan was to sell shoes over the Internet? We all know that you have to try on shoes before you buy them, and as good (more...)
According to Forrester, 72% of customers prefer using a company's website to answer their questions. However, only 52.4% find the information they need online. Customers want to solve their issues quickly and easily on the web. When they can, they will buy more from you, with 88% saying (more...)
How do you provide your customers with the right answers at the right time when they have a service issue? When should you guide them to find the answers themselves and when should you step in and lead them to a call center agent for answers? Why is any of this important?
Let’s answer the last question first. Great customer service can be the true differentiator between you and your competitors. It is a differentiator for getting and keeping more customers. In today’s 24/7/365 multi-channel, digital world, you have to have an integrated approach and be (more...)