Special Report: Customer Experience

In December 2012 and January 2013, Oracle's team conducted online interviews with 99 B2B e-commerce professionals. According to the results, 62 percent of respondents said that they have a customer experience program in place, and 25 percent plan to implement one in 2013. Here, get a link to this new report to see how to drive B2B commerce success in 2013, plus get other expert advice for how to deliver memorable customer experiences.

2013 B2B Commerce Trends (pdf)
It is no longer enough to have just a presence online. Because every B2B customer is likely an online shopper, B2B organizations must embrace proven B2C commerce practices to deliver user-friendly and relevant commerce experiences. Additionally, because B2B organizations operate in a multi-channel, multi-currency, multilingual world, further complicated by massive product catalogs and custom contracts / pricing they must develop an underlying commerce infrastructure that will support the complexities unique to their business.

Innovator's Playbook: British Telecom on Customer Experience
Webcast on demand: Forbes contributor Bob Evans talks with BT Group's Jean-Marc Frangos to learn how BT is leveraging cloud, mobile and social to provide an outstanding customer experience.

Getting On Board With Customer Experience
“Whether you’re a B2B or a B2C, best practices show that developing a superior focus on customer experience starts with treating your employees well,” writes Jeb Dasteel, senior vice president and chief customer officer at Oracle.

Five Ideas: Taking Care of Customers
In February, Oracle announced the release of Oracle RightNow Cloud Service. Here, learn more about this release, plus get other advice for using technology to keep today's customers happy.

Press Release: Report Highlights Need for New Approaches to Succeed In Customer Experience
“This report demonstrates that organizations around the globe and across many industries are beginning to understand the real business impact of not offering great customer experiences, but are facing execution challenges,” said David Vap, group vice president, Oracle.

10 Reasons Why CEOs Don't Understand Their Customers
Call it the CEO Paradox: in an age of increasingly sophisticated tools designed to help businesses engage with customers, most companies today are woefully—and perhaps disastrously—out of touch with the feelings of their customers and prospects