oracle apps day customer experience revolution 2 parte

THE VALUEOF CX

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.2

Customer Experience Delivers Real Value

+ +AACQUISITION

RRETENTION

EEFFICIENCY


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)


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


THE CHALLENGEOF CX


DO YOU KNOW

WHAT VALUES


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


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


CATALOG

MOBILE

EMAIL

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


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


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


CX

WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE?

CONSISTENT VOICE

CONNECTED INTERACTIONS


CONNECTED INTERACTIONS

PERSONALIZED JOURNEY

EFFICIENT SERVICE

REWARDING RELATIONSHIP

How Does a Company Ensure a Great Customer Experience?


CUSTOMER ENGAGEMENTCREATING A CONNECTED EXPERIENCE

• Create simple, consistent and relevant experience across all touchpoints

• Capture all behaviors, transactions


• 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


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


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


Connect and Engage

Make it Easy and Rewarding

COMPLETE CUSTOMER EXPERIENCE (CX)


Know More

DYNAMIC PERSONALIZATION AND

CROSS-CHANNEL INTERACTIONS

BUILDING CUSTOMER RAPPORT BY CONNECTING EVERY INTERACTION

CONNECT AND ENGAGE


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


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


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%


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

�


� 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


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


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


FOCUS ON SALES & MARKETING


Focus on Sales & Marketing

� Current state of sales

� What is impacting sales success


� 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


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


Source: CEB, “The Challenger Sale,” 2011

REQUIREMENTS for sales success


Complete View of Customer.

Quality Leads. Coaching & Collaboration.

Accurate Plans & Forecasts. Resources.


Accurate Plans & Forecasts. Resources.

Quota Achievement. Aligned Processes.

Easy Account Management.

TRENDS that are redefining sales


Customer Driven. Cloud Computing.

Cross Channel. Social Media.


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


� CONNECT AND ENGAGE

� KNOW MORE

� MAKE IT EASY AND REWARDING

Source: CEB, “The Challenger Sale,” 2011

Adjust Your Sales Strategy for Better Performance


“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


in buying and owning phases

� Present information in context


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


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


� Accelerate lead distribution and follow-up

� Identify whitespace and cross-sell opportunities


“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


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


– 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


� Keep leads warm and engaged

� Increase sales force knowledge and effectiveness

� Improve sales skills


“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


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


� Provide real-time customer insight

� Drive highly targeted campaigns


“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


� Recommend leads to pursue

� Gather insight from past, present, and future


“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


� 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


� Eliminate planning and deployment delays

� Avoid lost opportunities and revenue leakage

� Optimize sales performance


“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


� Distribute opportunities evenly

� Adjust territories when personnel or products change


“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


� Incorporate best practices

� Align incentives to goals


“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


� 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


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


� 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


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


• 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


� 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



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

oracle apps day customer experience revolution 2 parte

Documents

oracle andor

want15 copyright

great cx12 copyright

customer fulfillment

great customer experience

customer engagement

customer wantquickly

valueof cx2 copyright