#CXValue

Make Customer Service Your Brand

In a time when buyer expectations continue to be driven by engagement sentiment, B2B business leaders need to be empowered to deliver not only superb customer service, but true value engagement to shift what’s typically a cost center and turn it into a profit center.

 

How to profit from service.

Customer retention has never been harder to maintain. Many B2B marketers are only focused on acquisition strategies and there’s an opportunity to impact current customers which is often more cost-effective. Many B2B sales professionals don’t understand how service impacts customer sentiment pre-and post-sale. To increase customer retention and lifetime value holistically, marketing, sales, and customer service professionals need a connected customer data profile to share across applications and processes to keep everyone informed.

 
77% of people say valuing their time is the most important thing a company can do.
 
62% of B2B buyers purchased more following a good service experience.

 
89% of businesses expect to compete mainly on customer experience. Companies that take CX seriously will win.

Connect service with sales and marketing to drive engagement and growth.

Disconnected views of the buyer journey cause disconnection across sales, marketing and customer service strategies. Ultimately, it’s the buyer who feels the pain when they experience disconnected engagements with your B2B. It’s time to bridge this gap and produce better value for your business and the customer. Only Oracle delivers a complete, connected CX platform to help B2Bs achieve a connected view of their customer regardless of engagement channel.

Connect Data

Unify, sync, and augment customer data across the entire customer journey, from awareness to purchase to support to advocacy.

Connect Intelligence

Achieve a higher level of customer insight through advanced capabilities like artificial intelligence, chatbots, the Internet of Things (IoT), and more.

Connect Experiences

Power continuous and consistent omnichannel experiences across marketing, sales, service, and commerce; no matter where, when, or how a customer begins the engagement.

But don’t just take our word for it. Read what leading analysts say...

Forrester Names Oracle a Leader in Digital Experience Platforms
As one reference told us: “No one else has the length and breadth of integration and future development dollars. I think Oracle is in this for the long haul.
—The Forrester Wave™ "Digital Experience Platforms, Q3 2017," September 2017
Denon
Sound United Gains 360-Degree View of Customer, Improves Content Center Effectiveness by 10%
We want to provide our customers with an exceptional customer experience no matter which channel they choose or where in the world they live. Oracle Service Cloud enables us to capture their data we need to create a 360-degree view of each customer, while also reducing operational and maintenance costs.
 
Carbon Delivers Proactive Service and Customer Value with Service Cloud and IoT
We quickly realized that we needed a platform that can scale—and scale at hyper-growth standards. We wanted everything to be neatly interconnected so we weren't spending time managing a patchwork of systems. When we upgraded to Oracle SaaS, everything moved together. I've opened seven countries this year already.
—Chris Hutton, Director of Business Operations, Carbon, Inc.

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