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CUSTOMER LOGO

“This slide format serves to call attention to a quote from a prominent customer, executive, or thought leader in regards to a particular topic.” Name

Title, Company Name

blogs.oracle.com/IMC

<Insert Picture Here>

“Powering Great Customer Experiences”

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Agenda

Why Customer Experience and Oracle RightNow?

Case Studies/references

Oracle RightNow CX Cloud Service Overview

Product Demonstration

Oracle RightNow CX Cloud Service Partner Opportunities

Oracle RightNow CX Cloud Service Partner Specialization

Q&A

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*Source: Harris Interactive, Customer Experience Impact Report 2009-2011

80% OF A COMPANY’S

FUTURE PROFIT COMES FROM

EXISTING CUSTOMERS*

Impact of Bad Experiences

86% OF CUSTOMERS

STOP DOING BUSINESS WITH

AN ORGANIZATION AFTER

ONE BAD EXPERIENCE.*

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“ENGAGE ME WHERE I AM”

“UNDERSTAND ME, AND WHAT I WANT”

“KNOW ME, AND MY VALUE”

“DELIGHT ME, AND WOW ME”

The Moments That Power Great Experiences

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Comparison Site* Order Online Order Online

Changing Behaviors Are Driving More Complexity

Web

Contact Center

In-Store

Kiosk

Mobile

Email

Social

Web

Search

Ask Facebook Friends

For Recommendations*

Visit Retail Store

Chat

Email Order

Confirm w/Rec

Pickup Local Store

Tweet About

Purchase Experience* Read Reviews*

Ask for Help on

Community Chat Room

Product Info

Change Order

Select Product

Browse

Catalog

Need / Research Select Purchase Maintain /Recommend Receive / Use

Receive Call For

Extension of Warranty Direct Sales

* Brand doesn’t have control of experience

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Provide Channel Choice, Any Where

Enable engagement where the

customer needs or wants to

interact

Empower customers to help

themselves on any channel

Enable seamless conversations

between channels

Capture the interactions across all

the channels

Be consistent across all channels

STORE

DIRECT

SALES

CONTACT

CENTER

FIELD

SERVICE

WEB

MOBILE

SOCIAL

KIOSKS

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RightNow’s CX Value Equation & Justification

Build Trust and

Strengthen

Relationships

R Retention

+ +

Increase Sales

and Adoption

A Acquisition

• Opportunities

• Conversions

• Value

• Quality

• Consistency

• Loyalty

Reduce Costs

and Effort

E Efficiency

• Self service

• Productivity

• Cost of operations

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RightNow’s CX Value Expectations & Goals

Build Trust and

Strengthen

Relationships

R Retention

+ +

Increase Sales

and Adoption

A Acquisition

• 15% increase in leads

• 15% increase in AOV

• 5x Conversion rates

• 2x Chat conversions

• 10% decrease in churn

• 15% increase in FCRR

• 25% in CSAT / NPS

• 15% increase in LTV

Reduce Costs

and Effort

E Efficiency

• 30% reduction in email

• 15% reduction in calls

• 50% reduction in training

• 25% Reduction in AHT

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Why Oracle RightNow?

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14+ Yrs. Customer Experience Expertise

Cross-Channel Solution Excellence

Customer Lifecycle Assessments

Easy-to-Buy Contracting Model

Global Mission Critical Cloud Delivery

90 Day Rapid Results Implementations

Client Success Methodology & ROI

Most Industry Awarded Client Recognition

Oracle-RightNow’s Proven Customer Experience Approach

“Proof Positive” Business Outcomes

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Gartner Inc. “Magic Quadrant for Social

CRM” Adam Sarner, Ed Thompson,

Jeffrey Mann Michael Dunne, Jim

Davies, Chris Fletcher, Gene Alvarez,

Gareth Herschel, Michael Maoz, June

29, 2010 *1

Gartner Inc. “Magic Quadrant for CRM

Customer Service Contact Centers”

Michael Maoz, April 15, 2011 *3

Magic Quadrant for

Social CRM

Magic Quadrant for

CRM Customer Service

Contact Centers

Magic Quadrant for

Web Customer Service

Gartner Inc. “Magic Quadrant for CRM Web Customer

Service” Johan Jacobs, September 19, 2011 *3

A Proven CRM Market Leader

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Case Studies/references

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Business Challenges Solved

CSAT increased to 95%

7x increase in

Net Promoter Score

Improved cross

channel consistency

Retention

7X increase in

conversion rates

Sales leads up 50%

Increased shopping

cart size by 25%

Acquisition

Reduced agent

response times -50%

99% self-service rate

30% decrease in

contact center costs

Efficiency

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Oracle RightNow Award Winning Customers Include:

Customer Achievements

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RightNow Industry Focus Key Customers By Vertical

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Oracle RightNow CX Cloud Service Overview

Sarah Oliver

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RightNow CX: The Customer Experience Suite

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ORACLE RIGHTNOW WEB

• RightNow Intent Guide

• RightNow Web Self-Service

• RightNow Guided Assistance

• RightNow Email Management

• RightNow Chat

• RightNow Co-Browse

• RightNow Mobile

Web

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ORACLE RIGHTNOW SOCIAL

• RightNow Social Monitor

• RightNow Support Community

• RightNow Innovation Community

• RightNow Self-Service for Facebook

Social

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ORACLE RIGHTNOW CONTACT CENTER

• RightNow Dynamic Agent Desktop

• RightNow Agent Desktop Scripting

• RightNow Agent Desktop Workflow

• RightNow Agent Desktop Add-Ins

• RightNow Agent Desktop CTI Media Bar

Contact Center

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ORACLE RIGHTNOW ENGAGE

• RightNow Knowledge

• RightNow Outreach

• RightNow Customer Feedback

• RightNow Analytics

Engage

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Product Demonstration

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Oracle RightNow CX Cloud Service Partner Opportunities

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According to CIO Insight, the top 15 on-demand business applications systems are:

1. Customer relationship management

2. Human resource management

3. Billing and accounts payable

4. Collaboration software

5. E-commerce

6. Corporate portals

7. E-mail and instant messaging

8. Business process management and workflow software

9. Blogs, wikis and social media or web 2.0 software

10. Business intelligence (BI), analytics and data mining

11. Database systems

12. Enterprise resource planning (ERP) systems

13. Content and information lifecycle management

14. Customer self service

15. Supply chain management, distribution and logistics software

Market opportunity

Source:

http://www.crmforecast.com/saasresearch.htm

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CX Target Markets

Consumer Electronics/Hardware

Entertainment/Gaming

Financial Services – Banking &

Insurance

Government

Higher Education

Media

Non-Profit

• Retail

• Software/Services

• Telco

• Travel/Hospitality

• Utilities

Walmart, Walgreens, Comet, Dixons,

Figleaves, JD Sports, Bijenkorf, La Redoute,

Marks & Spencer, Office Depot, Otto, John

Lewis, TM Lewin,

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Oracle RightNow CX Cloud Service Partner Specialization

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Cloud Partner Program - Levels

Referral Light touch & low barrier to entry

Resale Own the relationship - renew the service

Rapid Start Deeper engagement, increased revenue

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• http://www.oracle.com/partners/en/knowledge-

zone/applications/rightnow-cs-cloud-service-1551483.html

Oracle RightNow CX Cloud Service Knowledge Zone

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Q&A

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CUSTOMER LOGO

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Title, Company Name

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