DRAFT HOUG 2014 CRM/Customer Experience Szekció

Transcription

1 DRAFT HOUG 2014 CRM/Customer Experience Szekció 1 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

2 Program 1. Like, Comment, Share. Az ügyfél-élmény üzleti jelentősége, 2. CRM fentről és lentről (a Groupama történet), 3. Hatékony ügyfélkezelés megváltozott üzleti környezetben a JCDecaux Hungary Zrt-nél, 4. Integrált Kampánymenedzsment Rendszer kialakítása az OTP-nél, 5. CRM képzés a Magyar Telekomnál a User Productivity Kit megoldással, 6. Kerekasztal beszélgetés 2 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

3 The Customer Experience Imperative Blahut Boglárka Kereskelemi igazgató CRM alkalmazások március 25. HOUG 3

4 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 4

5 Technology Is Exploding Social Mobile Data The Rate Of Innovation Has Accelerated Cloud 5

6 Behaviors Are Rapidly Evolving Always Connected Always Sharing Always Aware The Rate Of Adoption Is Unprecedented 6

7 Expectations And Demands Are Rising More Options More Access More Influence Increasing At Home, Where You Buy & Where You Work 7

8 Creating Massive Disruptions Greater Commoditization Media Explosion Global Competition Making It Harder To Differentiate, Compete And Win 8

9 With Ineffective Responses The Same Approaches No Longer Work LACK OF Agility Insight Expertise Efficiency Scalability Innovation Engagement Sustainability Differentiation 9

10 Leading To Unintended Consequences 26% of consumers now post negative comments to social sites after a bad experience.* 86% of customers now stop doing business with an organization after one bad experience.* 69% of employees today are not actively engaged in their jobs.* Customers Are Fighting Back And Taking Control 10

11 Resulting In Significant Business Impact Harder to acquire new customers to drive revenue Increasing complexity to achieve and retain profitable relationships More difficult to leverage and grow investments efficiently Disruptive Change Increasing Complexity Ineffective Execution Creating An Inability to Sustain Grow & Profit 11

12 Reimagine The Experience 94% 88% of customers will pay more for a better experience.* of employees believe they can impact experience quality * Embrace Customer Experience As The Only Sustainable Differentiator 12

13 C-Suite Top 2013 Priority Primary CX business objective 93% of C-level executives say improving their customer s experience is one of their top three priorities in the next two years 98% of C-level executives say they are in process of developing a formal customer experience initiative. 13 *2012 Global Customer Experience Disruptive Study: U.S. Key Findings N.A

14 The Customer Lifecycle Journey Represent Me Reward Me Serve MY Needs Minimize The Risk Earn My Trust, Make It Easy Know My History Be Relevant Give Me More Value Engage Me Be Consistent Be Transparent Deliver The Experiences That YOUR Customers Want 14

15 Across Different Channels NEED / RESEARCH SELECT PURCHASE RECEIVE / USE MAINTAIN / RECOMMEND Web Mobile Social In-store Kiosks Call center 15

16 Meet the Expectations of Different Customers 16

17 CRM Market Mega Trends from vendor perspective CRM is a buzz word Perceived value ranges from simple spreadsheets or freeware to complete integrated Sales, Service and Marketing multi-channel solutions! B2B trends SFA is a commodity - differentiators: Territory Management, Sales Predictor, Incentive Comp, etc. SaaS is the de facto deployment standard for new projects Mobile Usage is the norm Collaborative CRM (e.g. social selling) is gaining weight B2B Commerce is growing fast B2C trends Customer Experience is the new frontier Multi Channel is a de facto standard Social Relationships are redefining the landscape Loyalty Programs are spreading around 17

18 Oracle CX connects every engagement your customer has with your brand Leader in CRM Lead Management Mobile Social In Store Contact Center Field Service Direct Sales Leader in E-Commerce Leader in Sales Force Automation Leader in CRM Web Customer Service Leader in CRM for Large Organizations Web Oracle Marketing Oracle Commerce Oracle Sales Foundational Tools Oracle Service Oracle Social Channel Sales Leader in CRM Customer Service Contact Centers Leader in CRM Suite for Customer Service Solutions Oracle Cloud Infrastructure and Platform Services Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Oracle Integration and BPM/SOA Tools 18

19 Integrated Marketing, Sales, Service, Social Sales Cloud Social Relationship Mgmt Listen, Market, monitor Social Network Collaboration CX CLOUD Marketing Cloud Marketing Campaigns & Leads Service Cloud Incidents, Service Requests Siebel Full On Premise CRM 19

20 The Customer Experience Lifecycle Best of Breed from ONE vendor with Integration Paths BUY Market & Sell OWN Support & Serve 20

21 Join the Conversation #CloudWorld, #OracleCloud Learn more: Try now: oracle.com/cloud cloud.oracle.com 21

22 22