Five Ideas: Taking Care of Customers

Top trends for 2013

In February, Oracle announced the release of Oracle RightNow Cloud Service, which includes new capabilities to help organizations automate the management and deployment of complex business policies that are required to support customers. Part of the Oracle Cloud, the February 2013 release of Oracle RightNow Cloud Service is the only cross-channel cloud service and support solution on the market that offers this level of rapid delivery and easy maintenance of highly complex business policies. Here, learn more about this release, plus other advice for using technology to keep today's customers happy.

“With the latest release of Oracle RightNow Cloud Service, organizations can rapidly respond to customer needs and fast-changing business policies. Whether public or private sector, Policy Automation within Oracle RightNow Cloud Service helps organizations more easily support their policy strategies by simplifying policy creation, maintenance, auditing and self-service access. These capabilities help to reduce operational costs while at the same time providing a consistent, transparent experience for the customer” —David Vap, Group Vice President Products, Oracle.

“Overall, I'm still shocked by the figure showing that companies without successful CX programs are missing out on a potential 20 percent increase in revenue—that alone, I would think, would trigger enormous urgency to eradicate this shortcoming.” —Oracle Senior Vice President Bob Evans

“Investing in the necessary tools and analyzing business-critical information can help develop a deeper level of understanding of customers and products, enhance brand loyalty, increase sales, and drive competitive advantage. As such, organizations must equip themselves with the ability to store and quickly process these massive volumes of data with the appropriate technology to develop actionable insights.” —Cassandra Moren is Industry Marketing senior director of Consumer Goods for Oracle

“We have a strong learning group, so we actually put in about 1,000 FAQs having to do with every facet of Jackson Hewitt, from navigating the software to bookkeeping, revenue management, and marketing. Even then, because of the great systems and tools that Oracle RightNow provides, we were able to tell if there was a question asked for which we didn't have an answer and could quickly add.” —Tim Bechtold, vice president of customer service at Jackson Hewitt

“Social CRM is primarily focused on social monitoring and management. But these days, companies need a holistic view of how they use and leverage their customers', employees', and partners' social activities throughout their organization to better engage and connect with them and grow the company brand. This can include social networks, blogs, product reviews, customer support communities, and internal collaboration, to name a few.” —Oracle's Michael Hylton, director of commerce and social product marketing