Concur Customer Experience 2015 REPORT. Concur // Customer Experience 2015 Report
|
|
- Allan Ward
- 8 years ago
- Views:
Transcription
1 Concur Customer Experience 2015 REPORT 1
2 Contents 3 Welcome Contents 4 Gathering feedback 5 The impact of your feedback 5 User experience evolution 5 Product reliability 7 Looking toward the future 7 Customer service transformation 8 Additional product stability improvements 8 Implementation and training 9 Concur Customer Experience 9 Stay connected with Concur 2
3 Welcome Concur employees are passionate about improving the experience of our customers. That company-wide commitment is what drew me to Concur to lead customer experience, which we define as listening, learning and most important, taking action to make things better for every person using our products. I m fortunate to be part of a team that dedicates each and every day to making that happen. As a critical priority, we re taking steps to communicate with you more often and transparently about the initiatives we re undertaking to improve customer experience. This annual report is one of the new vehicles we ve established to share how we ve acted upon your feedback. We also will provide a sneak peek into longer-term priorities and actions. Tabitha Dunn Vice President, Customer Experience Concur Thank you for giving us feedback, for being our customer and for taking the time to read through our first customer experience annual report. 3
4 Gathering feedback The first step in improving the customer experience is making it easy for people to share thoughts about their experience interacting with Concur and using our products and solutions. We use several vehicles to solicit specific feedback throughout the year, including: Customer surveys: Customers have the opportunity to rate their satisfaction with Concur via implementation, solutions and support surveys. Net Promoter Score (NPS): NPS is the primary metric Concur uses to measure and act on customer loyalty data. Our NPS survey asks, How likely are you to recommend Concur to a friend or colleague? Additional opportunities are offered to our customers to provide more information based on the response to the NPS question. Events: Our customer events, such as Fusion, offer opportunities to connect, share and brainstorm ideas to help you serve your own business better. Social media: We re actively engaging with customers via social channels including LinkedIn, Twitter and Facebook to share important news and learn about your real-time needs and how we can build a best-in-class customer experience. Analyst reports: We work with industry analysts to gather independent benchmark data that helps guide our product strategy. Over 33,000 surveys were completed by Concur customers in 2014 The Concur T&E platform has given us the opportunity to really leverage our creative side, to put processes in place to help our travelers. Concur customer feedback 4
5 The impact of your feedback Through surveys, events, s, social media and phone calls, you have shared with us what we re doing well and where we can improve. Your feedback is the most important way for us to set priorities so we can provide you with the solutions you need. Below are details about some of the initiatives we ve focused on as a result of your feedback. User experience evolution We re continually investing to improve the features and user experience of our products. As part of this effort, we re working hard to improve and refine the Concur Travel & Expense application interface the entry point for end users while preserving our customers ability to apply company policy and gain visibility into their complete spend. With millions of Concur end users, we were able to pinpoint the biggest challenges presented by our interface. Based on customer input, we developed a new system, tasking ourselves with outstanding design, interactivity, appeal and polish. We also conducted hundreds of usability tests to help ensure we were upholding key design concepts. Customers report we have delivered a more intuitive and integrated flow that has allowed users to do their jobs more efficiently. The October 2014 launch of the new user experience has resulted in over 5 million hours of time savings for our customers. Concur users spent one hundred million hours in Concur products in 2014, which reflects Concur s tremendous growth but also the amount of time it takes for users to finish their travel and expense tasks. As we increase the usefulness and usability of the application we are also striving to reduce the amount of time you need to spend in Concur products. Since the release of the new user interface we ve seen task times drop by five million hours. Product reliability Our vision is to deliver service with always-on reliability, security and high performance as well as transparency. We want to share some of the actions we ve taken to deliver the level of service you expect and deserve from us. Over 4 million users manage their travel and expense with the Concur mobile app. 5
6 The impact of your feedback Simplifying technology We are reducing complexity and dependencies in our systems from both a hardware and software perspective. This means we are making our technology stack modular. With modular solutions we are better able to: Isolate issues, which means an issue in one service doesn t impact users of other services. Improve scalability, because with modulariztion we can grow capacity in specific areas as needed. Accelerate time to market with new features and capabilities because the code base is easier to develop in and test. Be more flexible and maintain systems more easily, ensuring reliability. These investments have helped eliminate service issues and also have enabled service teams to more easily identify, isolate, remediate and resolve issues within a given service. Process and methodology Concur is implementing processes and methodologies across our teams to ensure that we can quickly develop products that are focused on the needs of our customers. These changes are critical in order to align and focus resources on resolving issues that are negatively affecting customers, whether these issues involve code, architecture or infrastructure. Concur service uptime was 99.54% from September 2014 to August Using data to improve our service We continue to implement and expand tools and analytics capabilities that provide teams greater insight into how systems are performing and impacting users. Service availability communication We re committed to improving transparency and the way we communicate our service status to you. We launched Concur Open our global dashboard showing the most current status and performance of Concur services. Concur Open provides visibility to service availability, including performance or application issues and outages. Concur Open represents our commitment to improving the way we communicate our service status to you. 6
7 Looking toward the future Concur teams are working hard on what is most important to you: improving support, product reliability and how we work with you during implementation. Here s a look at what we re working on that will have significant impact on our customers experience: Customer service transformation Customers have told us we could be easier to do business with, that we should look for ways to eliminate unnecessary touch points and handoffs, that our knowledge and expertise should be more consistent and that our level of transparency, communication and responsiveness need to improve. We are launching a major initiative to provide world-class customer service. Our goal is to deliver a more unified, easy, complete and caring customer service experience. Concur is making the following investments to improve support: Hiring: We are hiring additional support staff in all 10 global support locations around the world to create additional case-handling capacity. Knowledge: Support teams are receiving additional training to accelerate new employee ramp-up time, and we are adding new training to increase our employees knowledge base. With added support staff, case-handling capacity has increased by 35%. Structure: We are reorganizing support teams around subject matter expertise, so we can solve customers most complex problems more rapidly. We are also continually reviewing our processes so your issues are resolved in a timely and effective manner. To deliver a world-class customer service experience we re making improvements in speed, consistency and quality. 7
8 Looking toward the future Additional product stability improvements Concur will continue to make improvements to product stability by focusing on four areas: Infrastructure: Concur will leverage best-in-class technology to accommodate future growth. Separation and simplification: We will continue to remove complexity to make it easier to troubleshoot issues, maintain systems and deliver new capabilities and features. Automation and test for failure: We continue to automate all aspects of our system, test for the failure of individual components and automate the recovery of the system from these failures. Visibility and transparency: The first iteration of Concur Open provided greater visibility into incidents impacting Concur products. An updated Concur Open will launch this year to provide more timely and detailed messaging and a refreshed design. Implementation and training In survey feedback you ve told us implementation can take too long, and that initial training isn t as comprehensive as you expected. Actions we are taking to improve implementation and training include: Customer success: Concur is placing greater emphasis on the implementation success of our customers, including speeding up the implementation process, using more efficient design methods, and increasing our focus on employee adoption. Customer learning: Concur introduced the ongoing Customer Learning Series focused on providing timely web-based training for administrators. People investment: Significant investment is being made to increase capacity and improve training across all implementation teams. The implementation team is very knowledgeable, responsive and helpful. They were flexible in terms of our schedule, which changes fairly often. Concur customer feedback 8
9 Concur Customer Experience Concur has created a dedicated team with the mission of driving a great experience throughout the customer lifecycle. We do this by listening, learning and taking action, and by engaging with teams across the business to define, design and ensure delivery against our vision. Stay connected with Concur Want to learn more about Concur products, share your feedback with Concur, or connect with other Concur customers? Here are resources for you: Bookmark our customer experience webpage and stay informed on what the customer experience team is doing. We want to hear from you. Please tell us what we can do better share your feedback. Check out the live Customer Learning Series free of charge to Concur administrators. Click here to register or view a recording. Review Concur monthly release notes and watch the quarterly product improvements highlight videos. Become a member of the Concur LinkedIn Client User Group, a client-only space for administrators and executives to discuss Concur features, share best practices and network with peers. Continue to submit your Solution Suggestions, or view and vote on those previously submitted. Locate the Solution Suggestions category inside your Concur solution under Support, then Community. Read the Concur blog. Because of all of the data we ve been able to gather through Concur, we ve recognized an opportunity to centralize several processes. Concur customer feedback 9
10 At Concur, we are motivated to create a simpler, better world for our customers through the perfect trip, the perfect expense report and the perfect invoice. We ve always embraced change and innovation as a means to that end. We re focused on what is important to you. Please continue to share your feedback with us Concur, all rights reserved. Concur is a registered trademark of Concur Technologies, Inc. EB CONCUR CX US 2015/08 10
How healthy is your business?
How healthy is your business? Five Steps for Getting and Retaining Customers in the Fitness, Health and Wellness Industry + Plus, How to determine if a Customer Feedback Management (CFM) Program is right
More informationEnhancing productivity. Enabling success. Sage CRM
Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationThe creative recruiting solution for hiring creative people.
Jobvite Hire: Advertising & Marketing The creative recruiting solution for hiring creative people. What s so special about creative people? Everything. Creative candidates don t fit molds. Instead of standard
More informationThe Customer Experience:
The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged
More informationEmployee Engagement Drives Client Satisfaction and Employee Success in Professional Services
Employee Engagement Drives Client Satisfaction and Employee Success in In professional services, business success is achieved through employee success. Organizations that prioritize top talent gain competitive
More informationGuidewire ClaimCenter. Adapt and succeed
Guidewire ClaimCenter Adapt and succeed Today s Challenge It s a fact that claims handling accounts for your highest cost. It also presents your greatest opportunity for satisfying customers and securing
More informationDouglas County School District. Information Technology. Strategic Plan 2014-17
Douglas County School District Information Technology Strategic Plan 2014-17 Introduction About the Strategic Plan About the Division The goal of the Douglas County School District is to prepare students
More informationGuide To Successful Social Recruitment Through Refe r r a l s Page 1. White Paper. Guide To Successful Social Recruitment Through Referrals
Guide To Successful Social Recruitment Through Refe r r a l s Page 1 White Paper Guide To Successful Social Recruitment Through Referrals Guide To Successful Social Recruitment Through Referral s Page
More informationTreating. A simple guide to our Standards of Conduct and how we work for you. fairly
Treating A simple guide to our Standards of Conduct and how we work for you fairly Setting our standards Just like our energy we re keeping our Standards of Conduct simple and clear. That way, our people
More informationAgile, Secure, Reliable: World-Class Customer Service in the Cloud
Agile, Secure, Reliable: World-Class Customer Service in the Cloud Contents 2 Introduction 4 Business Benefits 6 IT Benefits 8 RightNow Product Focus 2 Why Deliver Customer Service in the Cloud? In a volatile
More information5 Point Social Media Action Plan.
5 Point Social Media Action Plan. Workshop delivered by Ian Gibbins, IG Media Marketing Ltd (ian@igmediamarketing.com, tel: 01733 241537) On behalf of the Chambers Communications Sector Introduction: There
More informationEnhancing Productivity. Enabling Success. Sage CRM
Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationJobvite Hire: High Tech. The innovative recruiting solution that fuels your innovation. information@jobvite.com. Follow Jobvite:
Jobvite Hire: High Tech The innovative recruiting solution that fuels your innovation. Few industries today are as hot as high tech and few are as dynamic and competitive. The pace of technology growth
More informationNew Solutions New Opportunities
New Solutions New Opportunities What is Penton Marketing Services Penton Marketing Services offers a full range of content solutions, digital services and lead nurturing and qualifying services that leverage
More informationIBM Global Business Services Microsoft Dynamics CRM solutions from IBM
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
More informationEnhancing productivity, enabling. Success. Sage CRM
Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationYOUR UNDERWRITING WORKFLOW:
MISSION: TO BECOME THE BENCHMARK FOR EXCELLENCE AS A SERVICE PROVIDER TO THE INSUR- ANCE INDUSTRY. VISION: TO IMPROVE THE EFFICIENCY AND QUALITY OF INFORMATION PROCESS- ING AND RISK ASSESSMENT TOOLSETS
More informationACHIEVING MARKETING ROI WITH WEBCASTING SOLUTIONS. By Debra Chin Senior Vice President Palmer Research
ACHIEVING MARKETING ROI WITH WEBCASTING SOLUTIONS By Debra Chin Senior Vice President Palmer Research EXECUTIVE SUMMARY There is some good news for marketers today: budgets and staffing are on the rise
More informationJobvite Hire Review - The Next Generation of Recruitment
Jobvite Hire: Health & Sciences The revolutionary recruiting solution that keeps your hiring processes in good health. While Health & Science businesses are facing significant growth opportunities, both
More informationNew Communication Channels: What They Are, Why They Are Here to Stay, and Why You Need to Be There Amy Burnett Heldman, MPH
New Communication Channels: What They Are, Why They Are Here to Stay, and Why You Need to Be There Amy Burnett Heldman, MPH Office of the Director Office of the Associate Director for Communication Social
More informationSUSTAINING COMPETITIVE DIFFERENTIATION
SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec
More informationCOMPUWARE CHANGEPOINT
COMPUWARE CHANGEPOINT Professional Services Automation (PSA) Compuware Changepoint PSA provides a single business management solution designed specifically to automate and integrate the processes of services
More informationCisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.
Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able
More informationTHE FUTURE IS FLUID.
THE FUTURE IS FLUID. INTRODUCING FLUID DATA TM FROM COMPELLENT. We ve created a revolutionary enterprise storage solution that automates the movement and management of data throughout its lifecycle, so
More informationUnderstanding the Future of Customer Experience.
Whitepaper + + Avtex + + September 2014 Understanding the Future of Customer Experience. Copyright 2014 Avtex Solutions. All rights reserved. Brand and product names referred to in this document are the
More informationStrategic Employee Onboarding: First Impressions Are Everything
ONBOARDING Strategic Employee Onboarding: First Impressions Are Everything Cornerstone OnDemand Whitepaper Series 2007 Cornerstone OnDemand, Inc. All Rights Reserved. Table of Contents Onboarding: More
More informationTop Of The Search. Helping Companies Expose Their Brand On-Line
Top Of The Search Helping Companies Expose Their Brand On-Line www.topofthesearch.co.uk tweet us: @topofthesearch or email us: sales@topofthesearch.co.uk Top Of The Search Top Of The Search is a Digital
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationWhite Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments
White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments A Continuous Improvement Process for Sustainable Customer Satisfaction February 2014 EXCELLENCE IN CUSTOMER EXPERIENCE EVERY
More informationSoftware Engineer. To apply, please send your resume to jobs+eng@sloyalty.com.
Software Engineer S Loyalty is looking for enthusiastic software engineers who want to build world class Internet / Cloud products. We have a highly focused team committed to building applications that
More informationGE Healthcare. Proven revenue cycle management supporting profitability in an era of healthcare reform.
GE Healthcare Proven revenue cycle management supporting profitability in an era of healthcare reform. Enterprise-ready Profitability, efficiency, and enhanced quality of care A proven, next-generation
More informationCreating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.
Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology
More informationBuyer s Guide: Evaluating Content Marketing Solutions
Buyer s Guide: Evaluating Content Marketing Solutions Evaluating Content Marketing Solutions 2 Executive Summary Across industries, companies are looking for smarter ways to attract and engage customers
More informationFrom Design to Measurement. Steps for Building Successful Mobile Applications
From Design to Measurement Steps for Building Successful Mobile Applications Table of Contents 3 Introduction 4 Mobile App Lifecycle Design Ease of use Usage Updates 6 Mobile App Development Features Navigability
More informationUW-IT Metrics. Fiscal Year 2015. January 2015
UW-IT Metrics Fiscal Year 2015 January 2015 Contents OVERVIEW... 1 UW-IT SERVICE AREAS... 2 1. FINANCES... 3 2. SUPPORT FOR STRATEGIC GOALS... 5 4. EMPLOYEE SATISFACTION... 12 5. PEER BENCHMARKING (2013
More informationBest Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care
Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Customer Care Social CRM Companies must do more than participate in today s social environment.
More informationTop 5 best practices for creating effective dashboards. and the 7 mistakes you don t want to make
Top 5 best practices for creating effective dashboards and the 7 mistakes you don t want to make p2 Financial services professionals are buried in data that measure and track: relationships and processes,
More informationWORLD LEASING NEWS IS PLEASED TO ANNOUNCE. LeaseTeam. As Their Software/Technology Editorial Sponsor
WORLD LEASING NEWS IS PLEASED TO ANNOUNCE LeaseTeam As Their Software/Technology Editorial Sponsor How Does Your Lease Management Software Position Your Business for Success? How does your lease management
More informationImplementing Oracle BI Applications during an ERP Upgrade
1 Implementing Oracle BI Applications during an ERP Upgrade Jamal Syed Table of Contents TABLE OF CONTENTS... 2 Executive Summary... 3 Planning an ERP Upgrade?... 4 A Need for Speed... 6 Impact of data
More information2013-2015 INFORMATION
2013-2015 INFORMATION TECHNOLOGY DEPARTMENT STRATEGICTRATEGIC PLANLAN www.nd.gov/itd OUR MISSIONISSION To provide leadership and knowledge to assist our customers in achieving their mission through the
More informationCA Service Desk On-Demand
PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.
More informationExploring the key levers for growth in equipment finance. A Genpact report
Exploring the key levers for growth in equipment finance. A Genpact report Seizing the initiative through equipment finance transformation How would you reduce operating costs by 30% while accelerating
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationThe Power of Social Media in Marketing
The Power of Social Media in Marketing 1 Contents Executive Summary...3 What is Social Media Marketing?...3 Importance of Social Media Marketing...4 Promoting Through Social Media...5 Social Media Channels/
More informationHR - A STRATEGIC PARTNER Evolution in the adoption of Human Capital Management systems
www.wipro.com HR - A STRATEGIC PARTNER Evolution in the adoption of Human Capital Management systems FUTURE READY SYSTEM FOR AN INSPIRED WORKFORCE Anand Gupta, Director, Oracle Cloud Services, Wipro Table
More informationMAPS/REPUTATION DASHBOARD
MAPS/REPUTATION DASHBOARD It pays to be listed online and monitor what your customers are saying about you. Maps/Reputation Dashboard Local consumers are online searching for nearby businesses that offer
More informationChanging The Way You Do Business
3E Changing The Way You Do Business Today s Challenges The legal and professional services industry is constantly evolving. Today s landscape looks much different than it did even one year ago. Competition,
More informationHow To Create A Social Media Management System
Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Social CRM Companies must do more than participate in today s social environment. They must
More informationDigital Asset Management: Three Tickets To The Blockbuster Content Marketing Show
Digital Asset Management: Three Tickets To The Blockbuster Content Marketing Show By RobeRt Rose, Chief Strategist, Content Marketing Institute welcome North Plains are delighted to sponsor Digital Asset
More informationTechnology Services Strategic Plan
Technology Services Strategic Plan 2014 Table of Contents A Changing Landscape... 3 Values... 4 Technology Services Goals... 5 Employee Engagement... 6 Operational Efficiency... 7 Agency Satisfaction...
More informationSolutions overview. Inspiring talent management. Solutions insight. Inspiring talent management
Solutions overview Inspiring talent management Solutions insight Inspiring talent management Inspiring talent management Intuitive technology that people love to use Lumesse is the only global company
More informationIT Operations Management. Intelligent. Integrated. Innovative.
IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to
More informationMoving Beyond the Basics: Key Considerations for Successful Adoption of a Mobile Platform
By Jorge García, TEC Research Analyst Executive Brief Technology Evaluation Centers Why a Corporate Mobile Approach? Organizations worldwide have come to rely on mobile devices, such as smartphones, tablets,
More informationGraduating CRM Beyond Pipeline Management CRM
Graduating CRM Beyond Pipeline CRM Graduating CRM Beyond Pipeline Graduating CRM Beyond Pipeline So you ve got your CRM deployment running smoothly. Congrats to you! If you re like most of our customers,
More informationSymantec Global Intelligence Network 2.0 Architecture: Staying Ahead of the Evolving Threat Landscape
WHITE PAPER: SYMANTEC GLOBAL INTELLIGENCE NETWORK 2.0.... ARCHITECTURE.................................... Symantec Global Intelligence Network 2.0 Architecture: Staying Ahead of the Evolving Threat Who
More informationexecutive summary a day in the lifecycle digital marketing services
Digital Marketing executive summary Provis Media Group is a full-service interactive agency that provides the strategic, technical and creative expertise to successfully navigate today s complex digital
More informationof all hourly workers leave new jobs within the first 4 months of employment. of external senior hires fail within the first 18 months.
OnBoard Overview At KPMG, we ve created an employee onboarding solution developed directly out of the expertise we bring to clients every day. KPMG OnBoard offers a new perspective on an age-old problem:
More informationSTATE OF B2B CONTENT MARKETING 2015. Research Report - Jan 2015
STATE OF B2B CONTENT MARKETING 2015 Research Report - Jan 2015 WHO WE SPOKE TO The respondents we surveyed were predominantly B2B marketers. Over half of them offered a mix of product and services; one-third
More informationBetter Together with Microsoft Dynamics CRM
Better Together with Microsoft Dynamics CRM Enhance the power and effectiveness of Microsoft Dynamics CRM business software with Microsoft products and technologies that work even better, together. Microsoft
More informationBrochure. Update your Windows. HP Technology Services for Microsoft Windows 2003 End of Support (EOS) and Microsoft Migrations
Brochure Update your Windows HP Technology Services for Microsoft End of Support (EOS) and Microsoft Migrations Stabilize and secure your infrastructure Microsoft will end support for Windows Server 2003/R2
More informationThe Socialtext Enterprise Collaboration Platform
The Socialtext Enterprise Collaboration Platform Socialtext transforms business processes and organizational culture by bringing real-time collaboration to the enterprise. By unlocking knowledge, expertise,
More information8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA
TIP SHEET 8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA Social media has changed the way our entire world works. Everyone has an equal voice and immediate access to vast networks of friends and followers.
More informationOracle Taleo for Recruiting Management: The Path that Leads to the Best Talent
Oracle Taleo for Recruiting Management: The Path that Leads to the Best Talent Session ID#: 14593 Focus on Oracle Taleo Recruiting Enterprise Cloud Service Prepared by: Sreenath Kamasamudhram Oracle HCM
More informationEnterprise Social Media Marketing Software. Evaluation and Selection Guide
Enterprise Social Media Marketing Software Evaluation and Selection Guide Summer/Fall 2013 How to use this guide Today s enterprises increasingly recognize that they need a technology solution to manage
More informationSage CRM. Communicate, Collaborate, Compete with Sage CRM
Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface
More informationSmall Business Internet Marketing. Just What You Want to Know (So, What Do You Want to Know?)
Small Business Internet Marketing Just What You Want to Know (So, What Do You Want to Know?) During this presentation we re going to talk about the 3 Biggest Secrets and 3 Biggest Mistakes in marketing
More informationEngage your customers
Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging
More informationBuilding the Digital HR Organization. Accenture and SuccessFactors on the changing nature of HR
Building the Digital HR Organization Accenture and SuccessFactors on the changing nature of HR More than ever, HR has to contend with changing business demands and an evolving workforce. At the same time,
More informationOPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES
OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies
More informationOMPANY COMPANY. Four partners. One common goal.
COMPANY OMPANY Four partners. One common goal. When you start with a clean slate, you get a cleaner software design. If you were going to build better staffing software, where would you start? That s exactly
More informationAt the Heart of Digital-Ready Business
At the Heart of Digital-Ready Business Leading the Digital Change: A CIO Perspective A Mega Trend at the Helm of Innovation and Superior Customer Experience Abstract As growing digitization and evolving
More informationSAP Digital CRM. Getting Started Guide. All-in-one customer engagement built for teams. Run Simple
SAP Digital CRM Getting Started Guide All-in-one customer engagement built for teams Run Simple 3 Powerful Tools at Your Fingertips 4 Get Started Now Log on Choose your features Explore your home page
More informationA healthy dose of social media 2015 checkup
A healthy dose of social media 2015 checkup How Ohio hospitals use social channels to build relationships Exclusive research by A healthy dose of social media Executive summary When hospitals need to communicate,
More informationMarketing... are you up to speed?
Marketing... are you up to speed? why market my business at all? Marketing lies at the heart of your business success - it connects you with the people who have a need for what you offer and provides a
More information9 Principles of Killer Dashboards SELL. SERVICE. MARKET. SUCCEED.
9 Principles of Killer Dashboards SELL. SERVICE. MARKET. SUCCEED. The information provided in this e-book is strictly for the convenience of our customers and is for general informational purposes only.
More informationOMNI-CHANNEL MARKETING. Top 9 Questions
OMNI-CHANNEL MARKETING Top 9 Questions TABLE OF CONTENTS 2 3 5 7 8 9 10 11 12 13 14 15 16 Table of Contents Introduction Top 9 Questions How does omni-channel differ from multi-channel marketing? Why is
More informationRETAILERS INCREASE RETAIL PROFITS BY TRANSFORMING CUSTOMER SERVICE CUSTOMER SERVICE IMPERATIVES
RETAILERS CUSTOMER SERVICE IMPERATIVES INCREASE RETAIL PROFITS BY TRANSFORMING CUSTOMER SERVICE EXECUTIVE SUMMARY Streamlining and improving the customer service experience has been proven to increase
More informationompany Company Four partners. One common goal.
Company ompany Four partners. One common goal. When you start with a clean slate, you get a cleaner software design If you were going to build better staffing software where would you start? That s exactly
More informationSOLUTION BRIEF. Increase Business Agility with the Right Information, When and Where It s Needed. SAP BusinessObjects Business Intelligence Platform
SOLUTION BRIEF SAP BusinessObjects Business Intelligence Platform Increase Business Agility with the Right Information, When and Where It s Needed Quick Facts Summary The SAP BusinessObjects Business Intelligence
More informationTransform Customer Experience through Contact Center Modernization
Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health
More informationThe Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER
The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................
More informationKenandy TM Cloud ERP White Paper. Kenandy Cloud ERP Overview
White Paper Kenandy Cloud ERP Overview Kenandy TM Cloud ERP Key Benefits Easy to use Global Social Mobile Real-time visibility Fast deployment Users can tailor Add fields Change workflows Create reports
More informationSTATE & LOCAL GOVERNMENT DIGITAL ENGAGEMENT TRENDS REPORT: 2015
DIGITAL ENGAGEMENT TRENDS REPORT: 2015 INTRODUCTION TOPICS ENGAGEMENT TRENDS Each year brings with it new digital communication trends, technologies and strategies. That s why at the end of last year,
More information8 Ways To Build Your Brand Using Social Media
8 Ways To Build Your Brand Using Social Media 1 introduction 8 Ways to Build Your Brand Using Social Media Social media has changed the way our entire world works. Everyone has an equal voice and immediate
More information5 Tips for Growing Your Business with Social. Social Marketing in Action at T.H. March
5 Tips for Growing Your Business with Social Social Marketing in Action at T.H. March Oracle Modern Best Practice for Social Creates Real Business Opportunities Social marketing has existed as we know
More informationGuide to Social Marketing for Tourist Destinations & Travel Agents Introduction
Guide to Social Marketing for Tourist Destinations & Travel Agents Introduction There has been a dramatic increase in the number of people who are becoming self-reliant travelers; using online communities,
More information5 Tips for Designing a Law Firm Website that Brings in More Leads and Clients
5 Tips for Designing a Law Firm Website that Brings in More Leads and Clients 1. Clear Website Navigation...make it easier for your site visitors to find what they are looking for. People are visiting
More informationTransforming life sciences contract management operations into sustainable profit centers
Point of View Generating life sciences Impact Transforming life sciences contract management operations into sustainable profit centers Globally, life sciences companies spend anywhere from $700 million
More informationDouglas County School District. Human Resources. Strategic Plan 2014-17
Douglas County School District Human Resources Strategic Plan 2014-17 Introduction About the Strategic Plan About the Department Human Resources is passionately dedicated to those who are impacting the
More informationMaximize Social Media Effectiveness with Data Science. An Insurance Industry White Paper from Saama Technologies, Inc.
Maximize Social Media Effectiveness with Data Science An Insurance Industry White Paper from Saama Technologies, Inc. February 2014 Table of Contents Executive Summary 1 Social Media for Insurance 2 Effective
More information2015 State of B2B Mobile Growth Metrics
{ O P E N V I E W V E N T U R E P A R T N E R S } 2015 State of B2B Mobile Growth Metrics by Arsham Memarzadeh, Research Analyst Tien Anh Nguyen, Director of Market Insights Introduction During the initial
More informationYammer Training Guide Facilitator s Notes
Yammer Training Guide Facilitator s Notes Purpose This presentation provides an overview of Yammer to help new users get started. This is meant to be a slide library, so please pick and pull what is appropriate
More informationProject Management through
Project Management through Unified Project and Portfolio Fluent User Interface Management Built on SharePoint Server 2010 Time Reporting Enhancements Project Initiation & Business Case Exchange Server
More informationSocial Business Intelligence For Retail Industry
Actionable Social Intelligence SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY Leverage Voice of Customers, Competitors, and Competitor s Customers to Drive ROI Abstract Conversations on social media
More informationNOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT
NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.
More information