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January 2013


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Five Steps for Connecting the Online Customer Journey

When used in combination with other Oracle customer experience technologies, Oracle WebCenter can support and connect the entire online customer journey, turning casual visitors into paying customers and advocates for your brand.
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FAQ: Unlock the Hidden Business Value of Self-Service Portals

Self-service portals are becoming key productivity tools—and even revenue generators. Sachin Agarwal, senior director of product management for Oracle WebCenter, offers his answers to frequently asked questions about the growing business value of self-service portals.
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Mark W. Brown

Meet the Oracle WebCenter Team: Mark W. Brown

In this edition, we turn the spotlight on Mark W. Brown, senior director of outbound product management for Oracle WebCenter.
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Oracle WebCenter Speeds Alberta Agriculture Development

Oracle WebCenter Content helps the Alberta Ministry of Agriculture centralize information, find the right content quickly, reduce storage costs, and make better decisions to help develop a diversified and prosperous economy.

Watch more Oracle WebCenter videos on Oracle Media Network.

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Oracle WebCenter Best Practices

Get best practices and deployment advice from Oracle expert John Brunswick in this column. Passionate about both business and technology, John focuses on maximizing IT's ability to streamline and optimize business.

Five Best Practices for Self-Service Portals

Self-service portals afford organizations an excellent way to reduce costs, increase the quality of customer service, and act as an ongoing touchpoint with customers. Delivering a compelling experience takes effort, but it supplies a powerful opportunity to turn your brand's customers into fans. Here are five best practices for self-service portals.

  • Catalog personas and processes. Self-service behavior is purposeful. Catalog types of customers and their objectives. Review current touchpoints via all channels and interview customer service and sales departments to better understand what works and what does not. This catalog can act as your design compass.
  • Architect user profiles. Personalized self-service requires an understanding of a user’s relationship with your organization, their demographic, and other profile information. Access to purchase history, social networking activities, and past self-service history can enable you to increase the relevancy of their experience based on their needs. Prioritize user attributes and plan to leverage this data.
  • Understand the lifecycle of relationships. Users’ views of information can shift based on their products, services, and the duration for which they have had or are using them. Take the opportunity to correlate value-added offerings given the lifecycle of those items.
  • Conduct behavioral analysis and testing. Authenticated users enable richer behavioral analysis than anonymous users. Review analytics on the basis of user segments and profile attributes. Enrich and refine the experience by leveraging A/B design testing strategies to allow personas to more easily meet their objectives.
  • Utilize social and community. Self-service portals supply an excellent way to offer value-added services related to your brand. Brainstorm about additional interactions within their experience, such as providing an online community or avenues for social interaction with your brand to drive affinity.

Read more from John Brunswick.

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Self-Service Portals Increase Satisfaction for Employees, Customers, and Partners

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Connect the Online Customer Experience with Oracle WebCenter and
Oracle Commerce

Digital Darwinism: How Brands Can Survive the Rapid Evolution of Society
and Technology

City of Los Angeles Improves Customer Satisfaction with Self-Service Portal

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Oracle Honors Winners of the Engineering and Construction Industry
Excellence Awards

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LocalTapiola Group offers insurance, banking, savings, and investment services to businesses and consumers in Finland. LocalTapiola Group had two printed customer magazines, several online magazines, and many different publishing systems. It wanted to reduce costs, accelerate delivery of important news using the online channel, and adopt an integrated external communications model by using a single, common Web experience management platform. View this customer success story to learn how LocalTapiola Group was able to eliminate its costly printed magazines and improve the online customer experience by choosing Oracle WebCenter Sites as its single Web experience management platform.

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Function1 is a software company that specializes in enterprise technology. It believes that technology exists to help people put ideas into action, and provides solutions that augment leading software, making it easier and more enjoyable to use. Function1 works closely with customers to understand their needs, and because of the focus on the customer, Function1’s solutions deploy faster, cost less, and are far more usable than standard deployments.

Function1’s Web experience management team is unrivaled in technical experience with Oracle WebCenter Sites, offering the full lifecycle of consulting services required to provide and maintain a robust and healthy solution. Over the years, Fuction1 has integrated Oracle WebCenter Sites with a variety of technologies, including e-commerce platforms, enterprise content management solutions, portals, search engines, and translation software. Function1 is a Gold-level Oracle partner and has offices in New York, Washington DC, and Toronto. It serves customers around the world with experts fluent in English, French, and Spanish.

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Oracle’s Technology Webcast Center

Visit Oracle’s new technology Webcast center—one stop for more than 200 Webcasts about Oracle technologies.

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New Training Course—Oracle WebCenter Content 11g: Content Server Administration

Learn how to configure Oracle WebCenter Content server, implement security and metadata models, and create content review processes. Also, learn how to batch content into the content server and migrate configurations and content.

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Oracle WebCenter Quarterly Customer Update

Oracle CloudWorld

Coming to a city near you.

AIIM Conference 2013

March 20–22, 2013 │New Orleans, Louisiana


April 7–11, 2013 │Denver, Colorado

Gartner Portals, Content and Collaboration Summit

April 29–May 1, 2013 │San Diego, California

Oracle OpenWorld

September 22–26, 2013 │San Francisco, California

Find an Oracle Event Near You

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