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  • Itautec Accelerates Profitable High Tech Customer Service

    - by charles.knapp
    Itautec is a Brazilian-based global high technology products and services firm with strong performance in the global market of banking and commercial automation, with more than 2,300 global clients. It recently deployed Siebel CRM for sales, customer support, and field service. In the first year of use, Siebel CRM enabled a 30% growth in services revenue. Siebel CRM also reduced support costs. "Oracle's Siebel CRM has minimized costs and made our customer service more agile," said Adriano Rodrigues da Silva, IT Manager. "Before deployment, 95% of our customer service contacts were made by phone. Siebel CRM made it possible to expand' choices, so that now 55% of our customers contact our helpdesk through the newer communications channels." Read more here about Itautec's success, and learn more here about how Siebel CRM can help your firm to grow customer service revenues, improve service levels, and reduce costs.

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  • Oracle Customer Hub - Directions, Roadmap and Customer Success

    - by Mala Narasimharajan
     By Gurinder Bahl With less than a week from OOW 2012, I would like to introduce you all to the core Oracle Customer MDM Strategy sessions. Fragmentation of customer data across disparate systems prohibits companies from achieving a complete and accurate view of their customers. Oracle Customer Hub provide a comprehensive set of services, utilities and applications to create and maintain a trusted master customer system of record across the enterprise. Customer Hub centralizes customer data from disparate systems across your enterprise into a master repository. Existing systems are integrated in real-time or via batch with the Hub, allowing you to leverage legacy platform investments while capitalizing on the benefits of a single customer identity. Don’t miss out on two sessions geared towards Oracle Customer Hub:   1) Attend session CON9747 - Turn Customer Data into an Enterprise Asset with Oracle Fusion Customer Hub Applications at Oracle Open World 2012 on Monday, Oct 1st, 10:45 AM - 11:45 AM @ Moscone West – 2008. Manouj Tahiliani, Sr. Director MDM Product Management will provide insight into the vision of Oracle Fusion Customer Hub solutions, and review the roadmap. You will discover how Fusion Customer MDM can help your enterprise improve data quality, create accurate and complete customer information,  manage governance and help create great customer experiences. You will also understand how to leverage data quality capabilities and create a sophisticated customer foundation within Oracle Fusion Applications. You will also hear Danette Patterson, Group Lead, Church Pension Group talk about how Oracle Fusion Customer Hub applications provide a modern, next-generation, multi-domain foundation for managing customer information in a private cloud. 2)  Don't miss session  CON9692 - Customer MDM is key to Strategic Business Success and Customer Experience Management at Oracle Open World 2012 on Wednesday, October 3rd 2012 from 3:30-4:30pm @ Westin San Francisco Metropolitan 1. JP Hurtado, Director, Customer Systems, will provide insight on how RCCL overcame challenges of data quality, guest recognition & centralized customer view to provide consolidated customer view to multiple reservation, CRM, marketing, service, sales, data warehouse and loyalty systems. You will learn how Royal Caribbean Cruise Lines (RCCL), which has over 30 million customer and maintain multiple brands, leveraged Oracle Customer Hub (Siebel UCM) as backbone to customer data management strategy for past 5 years. Gurinder Bahl from MDM Product Management will provide an update on Oracle Customer Hub strategy, what we have achieved since last Open World and our future plans for the Oracle Customer Hub. You will learn about Customer Hub Data Quality capabilities around data analysis, cleansing, matching, address validation as well as reporting and monitoring capabilities. The MDM track at Oracle Open World covers variety of topics related to MDM. In addition to the product management team presenting product updates and roadmap, we have several Customer Panels, and Conference sessions. You can see an overview of MDM sessions here.  Looking forward to see you at Open World, the perfect opportunity to learn about cutting edge Oracle technologies. 

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  • Service Discovery in WCF 4.0 – Part 1

    - by Shaun
    When designing a service oriented architecture (SOA) system, there will be a lot of services with many service contracts, endpoints and behaviors. Besides the client calling the service, in a large distributed system a service may invoke other services. In this case, one service might need to know the endpoints it invokes. This might not be a problem in a small system. But when you have more than 10 services this might be a problem. For example in my current product, there are around 10 services, such as the user authentication service, UI integration service, location service, license service, device monitor service, event monitor service, schedule job service, accounting service, player management service, etc..   Benefit of Discovery Service Since almost all my services need to invoke at least one other service. This would be a difficult task to make sure all services endpoints are configured correctly in every service. And furthermore, it would be a nightmare when a service changed its endpoint at runtime. Hence, we need a discovery service to remove the dependency (configuration dependency). A discovery service plays as a service dictionary which stores the relationship between the contracts and the endpoints for every service. By using the discovery service, when service X wants to invoke service Y, it just need to ask the discovery service where is service Y, then the discovery service will return all proper endpoints of service Y, then service X can use the endpoint to send the request to service Y. And when some services changed their endpoint address, all need to do is to update its records in the discovery service then all others will know its new endpoint. In WCF 4.0 Discovery it supports both managed proxy discovery mode and ad-hoc discovery mode. In ad-hoc mode there is no standalone discovery service. When a client wanted to invoke a service, it will broadcast an message (normally in UDP protocol) to the entire network with the service match criteria. All services which enabled the discovery behavior will receive this message and only those matched services will send their endpoint back to the client. The managed proxy discovery service works as I described above. In this post I will only cover the managed proxy mode, where there’s a discovery service. For more information about the ad-hoc mode please refer to the MSDN.   Service Announcement and Probe The main functionality of discovery service should be return the proper endpoint addresses back to the service who is looking for. In most cases the consume service (as a client) will send the contract which it wanted to request to the discovery service. And then the discovery service will find the endpoint and respond. Sometimes the contract and endpoint are not enough. It also contains versioning, extensions attributes. This post I will only cover the case includes contract and endpoint. When a client (or sometimes a service who need to invoke another service) need to connect to a target service, it will firstly request the discovery service through the “Probe” method with the criteria. Basically the criteria contains the contract type name of the target service. Then the discovery service will search its endpoint repository by the criteria. The repository might be a database, a distributed cache or a flat XML file. If it matches, the discovery service will grab the endpoint information (it’s called discovery endpoint metadata in WCF) and send back. And this is called “Probe”. Finally the client received the discovery endpoint metadata and will use the endpoint to connect to the target service. Besides the probe, discovery service should take the responsible to know there is a new service available when it goes online, as well as stopped when it goes offline. This feature is named “Announcement”. When a service started and stopped, it will announce to the discovery service. So the basic functionality of a discovery service should includes: 1, An endpoint which receive the service online message, and add the service endpoint information in the discovery repository. 2, An endpoint which receive the service offline message, and remove the service endpoint information from the discovery repository. 3, An endpoint which receive the client probe message, and return the matches service endpoints, and return the discovery endpoint metadata. WCF 4.0 discovery service just covers all these features in it's infrastructure classes.   Discovery Service in WCF 4.0 WCF 4.0 introduced a new assembly named System.ServiceModel.Discovery which has all necessary classes and interfaces to build a WS-Discovery compliant discovery service. It supports ad-hoc and managed proxy modes. For the case mentioned in this post, what we need to build is a standalone discovery service, which is the managed proxy discovery service mode. To build a managed discovery service in WCF 4.0 just create a new class inherits from the abstract class System.ServiceModel.Discovery.DiscoveryProxy. This class implemented and abstracted the procedures of service announcement and probe. And it exposes 8 abstract methods where we can implement our own endpoint register, unregister and find logic. These 8 methods are asynchronized, which means all invokes to the discovery service are asynchronously, for better service capability and performance. 1, OnBeginOnlineAnnouncement, OnEndOnlineAnnouncement: Invoked when a service sent the online announcement message. We need to add the endpoint information to the repository in this method. 2, OnBeginOfflineAnnouncement, OnEndOfflineAnnouncement: Invoked when a service sent the offline announcement message. We need to remove the endpoint information from the repository in this method. 3, OnBeginFind, OnEndFind: Invoked when a client sent the probe message that want to find the service endpoint information. We need to look for the proper endpoints by matching the client’s criteria through the repository in this method. 4, OnBeginResolve, OnEndResolve: Invoked then a client sent the resolve message. Different from the find method, when using resolve method the discovery service will return the exactly one service endpoint metadata to the client. In our example we will NOT implement this method.   Let’s create our own discovery service, inherit the base System.ServiceModel.Discovery.DiscoveryProxy. We also need to specify the service behavior in this class. Since the build-in discovery service host class only support the singleton mode, we must set its instance context mode to single. 1: using System; 2: using System.Collections.Generic; 3: using System.Linq; 4: using System.Text; 5: using System.ServiceModel.Discovery; 6: using System.ServiceModel; 7:  8: namespace Phare.Service 9: { 10: [ServiceBehavior(InstanceContextMode = InstanceContextMode.Single, ConcurrencyMode = ConcurrencyMode.Multiple)] 11: public class ManagedProxyDiscoveryService : DiscoveryProxy 12: { 13: protected override IAsyncResult OnBeginFind(FindRequestContext findRequestContext, AsyncCallback callback, object state) 14: { 15: throw new NotImplementedException(); 16: } 17:  18: protected override IAsyncResult OnBeginOfflineAnnouncement(DiscoveryMessageSequence messageSequence, EndpointDiscoveryMetadata endpointDiscoveryMetadata, AsyncCallback callback, object state) 19: { 20: throw new NotImplementedException(); 21: } 22:  23: protected override IAsyncResult OnBeginOnlineAnnouncement(DiscoveryMessageSequence messageSequence, EndpointDiscoveryMetadata endpointDiscoveryMetadata, AsyncCallback callback, object state) 24: { 25: throw new NotImplementedException(); 26: } 27:  28: protected override IAsyncResult OnBeginResolve(ResolveCriteria resolveCriteria, AsyncCallback callback, object state) 29: { 30: throw new NotImplementedException(); 31: } 32:  33: protected override void OnEndFind(IAsyncResult result) 34: { 35: throw new NotImplementedException(); 36: } 37:  38: protected override void OnEndOfflineAnnouncement(IAsyncResult result) 39: { 40: throw new NotImplementedException(); 41: } 42:  43: protected override void OnEndOnlineAnnouncement(IAsyncResult result) 44: { 45: throw new NotImplementedException(); 46: } 47:  48: protected override EndpointDiscoveryMetadata OnEndResolve(IAsyncResult result) 49: { 50: throw new NotImplementedException(); 51: } 52: } 53: } Then let’s implement the online, offline and find methods one by one. WCF discovery service gives us full flexibility to implement the endpoint add, remove and find logic. For the demo purpose we will use an internal dictionary to store the services’ endpoint metadata. In the next post we will see how to serialize and store these information in database. Define a concurrent dictionary inside the service class since our it will be used in the multiple threads scenario. 1: [ServiceBehavior(InstanceContextMode = InstanceContextMode.Single, ConcurrencyMode = ConcurrencyMode.Multiple)] 2: public class ManagedProxyDiscoveryService : DiscoveryProxy 3: { 4: private ConcurrentDictionary<EndpointAddress, EndpointDiscoveryMetadata> _services; 5:  6: public ManagedProxyDiscoveryService() 7: { 8: _services = new ConcurrentDictionary<EndpointAddress, EndpointDiscoveryMetadata>(); 9: } 10: } Then we can simply implement the logic of service online and offline. 1: protected override IAsyncResult OnBeginOnlineAnnouncement(DiscoveryMessageSequence messageSequence, EndpointDiscoveryMetadata endpointDiscoveryMetadata, AsyncCallback callback, object state) 2: { 3: _services.AddOrUpdate(endpointDiscoveryMetadata.Address, endpointDiscoveryMetadata, (key, value) => endpointDiscoveryMetadata); 4: return new OnOnlineAnnouncementAsyncResult(callback, state); 5: } 6:  7: protected override void OnEndOnlineAnnouncement(IAsyncResult result) 8: { 9: OnOnlineAnnouncementAsyncResult.End(result); 10: } 11:  12: protected override IAsyncResult OnBeginOfflineAnnouncement(DiscoveryMessageSequence messageSequence, EndpointDiscoveryMetadata endpointDiscoveryMetadata, AsyncCallback callback, object state) 13: { 14: EndpointDiscoveryMetadata endpoint = null; 15: _services.TryRemove(endpointDiscoveryMetadata.Address, out endpoint); 16: return new OnOfflineAnnouncementAsyncResult(callback, state); 17: } 18:  19: protected override void OnEndOfflineAnnouncement(IAsyncResult result) 20: { 21: OnOfflineAnnouncementAsyncResult.End(result); 22: } Regards the find method, the parameter FindRequestContext.Criteria has a method named IsMatch, which can be use for us to evaluate which service metadata is satisfied with the criteria. So the implementation of find method would be like this. 1: protected override IAsyncResult OnBeginFind(FindRequestContext findRequestContext, AsyncCallback callback, object state) 2: { 3: _services.Where(s => findRequestContext.Criteria.IsMatch(s.Value)) 4: .Select(s => s.Value) 5: .All(meta => 6: { 7: findRequestContext.AddMatchingEndpoint(meta); 8: return true; 9: }); 10: return new OnFindAsyncResult(callback, state); 11: } 12:  13: protected override void OnEndFind(IAsyncResult result) 14: { 15: OnFindAsyncResult.End(result); 16: } As you can see, we checked all endpoints metadata in repository by invoking the IsMatch method. Then add all proper endpoints metadata into the parameter. Finally since all these methods are asynchronized we need some AsyncResult classes as well. Below are the base class and the inherited classes used in previous methods. 1: using System; 2: using System.Collections.Generic; 3: using System.Linq; 4: using System.Text; 5: using System.Threading; 6:  7: namespace Phare.Service 8: { 9: abstract internal class AsyncResult : IAsyncResult 10: { 11: AsyncCallback callback; 12: bool completedSynchronously; 13: bool endCalled; 14: Exception exception; 15: bool isCompleted; 16: ManualResetEvent manualResetEvent; 17: object state; 18: object thisLock; 19:  20: protected AsyncResult(AsyncCallback callback, object state) 21: { 22: this.callback = callback; 23: this.state = state; 24: this.thisLock = new object(); 25: } 26:  27: public object AsyncState 28: { 29: get 30: { 31: return state; 32: } 33: } 34:  35: public WaitHandle AsyncWaitHandle 36: { 37: get 38: { 39: if (manualResetEvent != null) 40: { 41: return manualResetEvent; 42: } 43: lock (ThisLock) 44: { 45: if (manualResetEvent == null) 46: { 47: manualResetEvent = new ManualResetEvent(isCompleted); 48: } 49: } 50: return manualResetEvent; 51: } 52: } 53:  54: public bool CompletedSynchronously 55: { 56: get 57: { 58: return completedSynchronously; 59: } 60: } 61:  62: public bool IsCompleted 63: { 64: get 65: { 66: return isCompleted; 67: } 68: } 69:  70: object ThisLock 71: { 72: get 73: { 74: return this.thisLock; 75: } 76: } 77:  78: protected static TAsyncResult End<TAsyncResult>(IAsyncResult result) 79: where TAsyncResult : AsyncResult 80: { 81: if (result == null) 82: { 83: throw new ArgumentNullException("result"); 84: } 85:  86: TAsyncResult asyncResult = result as TAsyncResult; 87:  88: if (asyncResult == null) 89: { 90: throw new ArgumentException("Invalid async result.", "result"); 91: } 92:  93: if (asyncResult.endCalled) 94: { 95: throw new InvalidOperationException("Async object already ended."); 96: } 97:  98: asyncResult.endCalled = true; 99:  100: if (!asyncResult.isCompleted) 101: { 102: asyncResult.AsyncWaitHandle.WaitOne(); 103: } 104:  105: if (asyncResult.manualResetEvent != null) 106: { 107: asyncResult.manualResetEvent.Close(); 108: } 109:  110: if (asyncResult.exception != null) 111: { 112: throw asyncResult.exception; 113: } 114:  115: return asyncResult; 116: } 117:  118: protected void Complete(bool completedSynchronously) 119: { 120: if (isCompleted) 121: { 122: throw new InvalidOperationException("This async result is already completed."); 123: } 124:  125: this.completedSynchronously = completedSynchronously; 126:  127: if (completedSynchronously) 128: { 129: this.isCompleted = true; 130: } 131: else 132: { 133: lock (ThisLock) 134: { 135: this.isCompleted = true; 136: if (this.manualResetEvent != null) 137: { 138: this.manualResetEvent.Set(); 139: } 140: } 141: } 142:  143: if (callback != null) 144: { 145: callback(this); 146: } 147: } 148:  149: protected void Complete(bool completedSynchronously, Exception exception) 150: { 151: this.exception = exception; 152: Complete(completedSynchronously); 153: } 154: } 155: } 1: using System; 2: using System.Collections.Generic; 3: using System.Linq; 4: using System.Text; 5: using System.ServiceModel.Discovery; 6: using Phare.Service; 7:  8: namespace Phare.Service 9: { 10: internal sealed class OnOnlineAnnouncementAsyncResult : AsyncResult 11: { 12: public OnOnlineAnnouncementAsyncResult(AsyncCallback callback, object state) 13: : base(callback, state) 14: { 15: this.Complete(true); 16: } 17:  18: public static void End(IAsyncResult result) 19: { 20: AsyncResult.End<OnOnlineAnnouncementAsyncResult>(result); 21: } 22:  23: } 24:  25: sealed class OnOfflineAnnouncementAsyncResult : AsyncResult 26: { 27: public OnOfflineAnnouncementAsyncResult(AsyncCallback callback, object state) 28: : base(callback, state) 29: { 30: this.Complete(true); 31: } 32:  33: public static void End(IAsyncResult result) 34: { 35: AsyncResult.End<OnOfflineAnnouncementAsyncResult>(result); 36: } 37: } 38:  39: sealed class OnFindAsyncResult : AsyncResult 40: { 41: public OnFindAsyncResult(AsyncCallback callback, object state) 42: : base(callback, state) 43: { 44: this.Complete(true); 45: } 46:  47: public static void End(IAsyncResult result) 48: { 49: AsyncResult.End<OnFindAsyncResult>(result); 50: } 51: } 52:  53: sealed class OnResolveAsyncResult : AsyncResult 54: { 55: EndpointDiscoveryMetadata matchingEndpoint; 56:  57: public OnResolveAsyncResult(EndpointDiscoveryMetadata matchingEndpoint, AsyncCallback callback, object state) 58: : base(callback, state) 59: { 60: this.matchingEndpoint = matchingEndpoint; 61: this.Complete(true); 62: } 63:  64: public static EndpointDiscoveryMetadata End(IAsyncResult result) 65: { 66: OnResolveAsyncResult thisPtr = AsyncResult.End<OnResolveAsyncResult>(result); 67: return thisPtr.matchingEndpoint; 68: } 69: } 70: } Now we have finished the discovery service. The next step is to host it. The discovery service is a standard WCF service. So we can use ServiceHost on a console application, windows service, or in IIS as usual. The following code is how to host the discovery service we had just created in a console application. 1: static void Main(string[] args) 2: { 3: using (var host = new ServiceHost(new ManagedProxyDiscoveryService())) 4: { 5: host.Opened += (sender, e) => 6: { 7: host.Description.Endpoints.All((ep) => 8: { 9: Console.WriteLine(ep.ListenUri); 10: return true; 11: }); 12: }; 13:  14: try 15: { 16: // retrieve the announcement, probe endpoint and binding from configuration 17: var announcementEndpointAddress = new EndpointAddress(ConfigurationManager.AppSettings["announcementEndpointAddress"]); 18: var probeEndpointAddress = new EndpointAddress(ConfigurationManager.AppSettings["probeEndpointAddress"]); 19: var binding = Activator.CreateInstance(Type.GetType(ConfigurationManager.AppSettings["bindingType"], true, true)) as Binding; 20: var announcementEndpoint = new AnnouncementEndpoint(binding, announcementEndpointAddress); 21: var probeEndpoint = new DiscoveryEndpoint(binding, probeEndpointAddress); 22: probeEndpoint.IsSystemEndpoint = false; 23: // append the service endpoint for announcement and probe 24: host.AddServiceEndpoint(announcementEndpoint); 25: host.AddServiceEndpoint(probeEndpoint); 26:  27: host.Open(); 28:  29: Console.WriteLine("Press any key to exit."); 30: Console.ReadKey(); 31: } 32: catch (Exception ex) 33: { 34: Console.WriteLine(ex.ToString()); 35: } 36: } 37:  38: Console.WriteLine("Done."); 39: Console.ReadKey(); 40: } What we need to notice is that, the discovery service needs two endpoints for announcement and probe. In this example I just retrieve them from the configuration file. I also specified the binding of these two endpoints in configuration file as well. 1: <?xml version="1.0"?> 2: <configuration> 3: <startup> 4: <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.0"/> 5: </startup> 6: <appSettings> 7: <add key="announcementEndpointAddress" value="net.tcp://localhost:10010/announcement"/> 8: <add key="probeEndpointAddress" value="net.tcp://localhost:10011/probe"/> 9: <add key="bindingType" value="System.ServiceModel.NetTcpBinding, System.ServiceModel, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089"/> 10: </appSettings> 11: </configuration> And this is the console screen when I ran my discovery service. As you can see there are two endpoints listening for announcement message and probe message.   Discoverable Service and Client Next, let’s create a WCF service that is discoverable, which means it can be found by the discovery service. To do so, we need to let the service send the online announcement message to the discovery service, as well as offline message before it shutdown. Just create a simple service which can make the incoming string to upper. The service contract and implementation would be like this. 1: [ServiceContract] 2: public interface IStringService 3: { 4: [OperationContract] 5: string ToUpper(string content); 6: } 1: public class StringService : IStringService 2: { 3: public string ToUpper(string content) 4: { 5: return content.ToUpper(); 6: } 7: } Then host this service in the console application. In order to make the discovery service easy to be tested the service address will be changed each time it’s started. 1: static void Main(string[] args) 2: { 3: var baseAddress = new Uri(string.Format("net.tcp://localhost:11001/stringservice/{0}/", Guid.NewGuid().ToString())); 4:  5: using (var host = new ServiceHost(typeof(StringService), baseAddress)) 6: { 7: host.Opened += (sender, e) => 8: { 9: Console.WriteLine("Service opened at {0}", host.Description.Endpoints.First().ListenUri); 10: }; 11:  12: host.AddServiceEndpoint(typeof(IStringService), new NetTcpBinding(), string.Empty); 13:  14: host.Open(); 15:  16: Console.WriteLine("Press any key to exit."); 17: Console.ReadKey(); 18: } 19: } Currently this service is NOT discoverable. We need to add a special service behavior so that it could send the online and offline message to the discovery service announcement endpoint when the host is opened and closed. WCF 4.0 introduced a service behavior named ServiceDiscoveryBehavior. When we specified the announcement endpoint address and appended it to the service behaviors this service will be discoverable. 1: var announcementAddress = new EndpointAddress(ConfigurationManager.AppSettings["announcementEndpointAddress"]); 2: var announcementBinding = Activator.CreateInstance(Type.GetType(ConfigurationManager.AppSettings["bindingType"], true, true)) as Binding; 3: var announcementEndpoint = new AnnouncementEndpoint(announcementBinding, announcementAddress); 4: var discoveryBehavior = new ServiceDiscoveryBehavior(); 5: discoveryBehavior.AnnouncementEndpoints.Add(announcementEndpoint); 6: host.Description.Behaviors.Add(discoveryBehavior); The ServiceDiscoveryBehavior utilizes the service extension and channel dispatcher to implement the online and offline announcement logic. In short, it injected the channel open and close procedure and send the online and offline message to the announcement endpoint.   On client side, when we have the discovery service, a client can invoke a service without knowing its endpoint. WCF discovery assembly provides a class named DiscoveryClient, which can be used to find the proper service endpoint by passing the criteria. In the code below I initialized the DiscoveryClient, specified the discovery service probe endpoint address. Then I created the find criteria by specifying the service contract I wanted to use and invoke the Find method. This will send the probe message to the discovery service and it will find the endpoints back to me. The discovery service will return all endpoints that matches the find criteria, which means in the result of the find method there might be more than one endpoints. In this example I just returned the first matched one back. In the next post I will show how to extend our discovery service to make it work like a service load balancer. 1: static EndpointAddress FindServiceEndpoint() 2: { 3: var probeEndpointAddress = new EndpointAddress(ConfigurationManager.AppSettings["probeEndpointAddress"]); 4: var probeBinding = Activator.CreateInstance(Type.GetType(ConfigurationManager.AppSettings["bindingType"], true, true)) as Binding; 5: var discoveryEndpoint = new DiscoveryEndpoint(probeBinding, probeEndpointAddress); 6:  7: EndpointAddress address = null; 8: FindResponse result = null; 9: using (var discoveryClient = new DiscoveryClient(discoveryEndpoint)) 10: { 11: result = discoveryClient.Find(new FindCriteria(typeof(IStringService))); 12: } 13:  14: if (result != null && result.Endpoints.Any()) 15: { 16: var endpointMetadata = result.Endpoints.First(); 17: address = endpointMetadata.Address; 18: } 19: return address; 20: } Once we probed the discovery service we will receive the endpoint. So in the client code we can created the channel factory from the endpoint and binding, and invoke to the service. When creating the client side channel factory we need to make sure that the client side binding should be the same as the service side. WCF discovery service can be used to find the endpoint for a service contract, but the binding is NOT included. This is because the binding was not in the WS-Discovery specification. In the next post I will demonstrate how to add the binding information into the discovery service. At that moment the client don’t need to create the binding by itself. Instead it will use the binding received from the discovery service. 1: static void Main(string[] args) 2: { 3: Console.WriteLine("Say something..."); 4: var content = Console.ReadLine(); 5: while (!string.IsNullOrWhiteSpace(content)) 6: { 7: Console.WriteLine("Finding the service endpoint..."); 8: var address = FindServiceEndpoint(); 9: if (address == null) 10: { 11: Console.WriteLine("There is no endpoint matches the criteria."); 12: } 13: else 14: { 15: Console.WriteLine("Found the endpoint {0}", address.Uri); 16:  17: var factory = new ChannelFactory<IStringService>(new NetTcpBinding(), address); 18: factory.Opened += (sender, e) => 19: { 20: Console.WriteLine("Connecting to {0}.", factory.Endpoint.ListenUri); 21: }; 22: var proxy = factory.CreateChannel(); 23: using (proxy as IDisposable) 24: { 25: Console.WriteLine("ToUpper: {0} => {1}", content, proxy.ToUpper(content)); 26: } 27: } 28:  29: Console.WriteLine("Say something..."); 30: content = Console.ReadLine(); 31: } 32: } Similarly, the discovery service probe endpoint and binding were defined in the configuration file. 1: <?xml version="1.0"?> 2: <configuration> 3: <startup> 4: <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.0"/> 5: </startup> 6: <appSettings> 7: <add key="announcementEndpointAddress" value="net.tcp://localhost:10010/announcement"/> 8: <add key="probeEndpointAddress" value="net.tcp://localhost:10011/probe"/> 9: <add key="bindingType" value="System.ServiceModel.NetTcpBinding, System.ServiceModel, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089"/> 10: </appSettings> 11: </configuration> OK, now let’s have a test. Firstly start the discovery service, and then start our discoverable service. When it started it will announced to the discovery service and registered its endpoint into the repository, which is the local dictionary. And then start the client and type something. As you can see the client asked the discovery service for the endpoint and then establish the connection to the discoverable service. And more interesting, do NOT close the client console but terminate the discoverable service but press the enter key. This will make the service send the offline message to the discovery service. Then start the discoverable service again. Since we made it use a different address each time it started, currently it should be hosted on another address. If we enter something in the client we could see that it asked the discovery service and retrieve the new endpoint, and connect the the service.   Summary In this post I discussed the benefit of using the discovery service and the procedures of service announcement and probe. I also demonstrated how to leverage the WCF Discovery feature in WCF 4.0 to build a simple managed discovery service. For test purpose, in this example I used the in memory dictionary as the discovery endpoint metadata repository. And when finding I also just return the first matched endpoint back. I also hard coded the bindings between the discoverable service and the client. In next post I will show you how to solve the problem mentioned above, as well as some additional feature for production usage. You can download the code here.   Hope this helps, Shaun All documents and related graphics, codes are provided "AS IS" without warranty of any kind. Copyright © Shaun Ziyan Xu. This work is licensed under the Creative Commons License.

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  • Customer Centricity: It's Not Easy, But Worth It

    - by tony.berk
    Defining customer centricity is relatively easy: focusing on the customer and their experiences and interactions with your company. Implementing a customer centric strategy is not so easy. We've highlighted customers who have focused on their customers and experienced great success including SJ, the Swedish rail operator, and Vopak, the world's largest provider of conditioned storage facilities for bulk liquids. In this interview with Stuart Lennie, President, Volvo IT, North America and VP, Volvo's Global Sales to Order Solutions Unit, we get the opportunity to learn from another company that is not just talking about the customer, but actually implementing the significant strategic shifts required to become customer centric. Volvo has developed a vision, a strategy and a methodology to keep existing customers by understanding what is important to them. To see other customer success stories, visit Siebel CRM Success. Click here, to learn more about Oracle's CRM products.

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  • Understanding the value of Customer Experience & Loyalty for the Telecommunications Industry

    - by raul.goycoolea
    Worried by economic woes and market forces, especially in mature markets, communications service providers (CSPs) increasingly focus on improving customer experience. In fact, it seems difficult to find a major message by a C-level executive in the developed world that does not include something on "meeting and exceeding customers' needs". Frequently in customer satisfaction studies by prominent firms, CSPs fall short of the leadership demonstrated by other industries that take customer-centric approaches to their bottom-line strategies. Consider the following:Despite the continued impact of global economic crisis, in July 2010, Apple Computer posted record revenue and net quarterly profit. Those who attribute the results primarily to the iPhone 4 launch should note that Apple also shipped around 30% more Macintosh computers than the same period the previous year. Even sales of the iPod line increased by 8% in a highly commoditized, shrinking media player market. Finally, Apple began selling iPads during the quarter, with total sales of more than 3 million units. What does Apple have that the others lack? Well, some great products (and services) to be sure, but it also excels at customer service and support, marketing, and distribution, and has one of the strongest brands globally. Its products are useful, simple to use, easy to acquire and augment, high quality, and considered very cool. They also evoke such an emotional response from many of Apple's customers, which they turn up their noses at competitive products.In other words, Apple appears to have mastered virtually every aspect of customer experience and the resultant loyalty of its customer base - even in difficult financial times. Through that unwavering customer focus, Apple continues to drive its revenues and profits to new heights. Other customer loyalty leaders like Wal-Mart, Google, Toyota and Honda are also doing well by focusing on customer experience as an essential driver of profitability. Service providers should note this performance and ask themselves how they might leverage the same principles to increase their own profitability. After all, that is what customer experience and loyalty are all about: profitability.To successfully manage all the critical touch points of customer experience, CSPs must shun the one-size-fits-all approach. They can no longer afford to view customer service fundamentally as an act of altruism - which mentality dates back to the industry's civil service days, when CSPs were typically government organizations that were critical to economic development and public safety.As regulators and public officials have pushed, and continue to push, service providers to new heights of reliability - using incentives and punishments - most CSPs already have some of the fundamental building blocks of customer service in place. Yet despite that history and experience, service providers still lag other industries in providing what is seen as good customer service.As we observed in the TMF's 2009 Insights Research report, Customer Experience Management: Driving Loyalty & Profitability there has been resurgence in interest by CSPs. More and more of them have stated ambitions to catch up other industries, and they are realizing that good customer service is a powerful strategy for increasing business performance and profitability, not an act of good will.CSPs are recognizing the connection between customer experience and profitability, as demonstrated in many studies. For example, according to research by Bain & Company, a 5 percent improvement in customer retention rates can yield as much as a 75 percent increase in profits for companies across a range of industries.After decades of customer experience strategy formulation, Bain partner and business author, Frederick Reichheld, considers "would you recommend us to a friend?" as the ultimate question for a customer. How many times have you or your friends recommended an iPod, iPhone or a Mac? What do your children recommend to their peers? Their peers to them?There are certain steps service providers have to take to create more personalized relationships with their customers, as well as reduce churn and increase profitability, all while becoming leaner and more agile. First, they have to define customer experience, we define it as the result of the sum of observations, perceptions, thoughts and feelings arising from interactions and relationships between customers and their service provider(s). Virtually every customer touch point - whether directly or indirectly linked to service providers and their partners - contributes to customer perception, satisfaction, loyalty, and ultimately profitability. Gaining leadership in customer experience and satisfaction will not be a simple task, as it is affected by virtually every customer-facing aspect of the service provider, and in turn impacts the service provider deeply - especially on the all-important bottom line. The scope of issues affecting customer experience is complex and dynamic.With new services, devices and applications extending the basis of customer experience to domains beyond the direct control of the service provider, it is likely to increase in complexity and dynamism.Customer loyalty = increased profitsAs stated earlier, customer experience programs are not fundamentally altruistic exercises, but a strategic means of improving competitiveness and profitability in the short and long term. Loyalty is essential to deriving long term profits from customers.Some of the earliest loyalty programs date back to the 1930s, when packaged goods companies offered embedded coupons for rewards to buyers, and eventually retail chains began offering reward programs to frequent shoppers. These programs continued for decades but were leapfrogged in the 1980s by more aggressive programs from the airlines.This movement was led by American Airlines, which launched the first full-scale loyalty marketing program of the modern era with the AAdvantage frequent flyer scheme. It was the first to reward frequent fliers with notional air miles that could be accumulated and later redeemed for free travel. Figure 1: Opportunities example of Customer loyalty driven profitOther airlines and travel providers were quick to grasp the incredible value of providing customers with an incentive to use their company exclusively. Within a few years, dozens of travel industry companies launched similar initiatives and now loyalty programs are achieving near-ubiquity in many service industries, especially those in which it is difficult to differentiate offerings by product attributes.The belief is that increased profitability will result from customer retention efforts because:•    The cost of acquisition occurs only at the beginning of a relationship: the longer the relationship, the lower the amortized cost;•    Account maintenance costs decline as a percentage of total costs, or as a percentage of revenue, over the lifetime of the relationship;•    Long term customers tend to be less inclined to switch and less price sensitive which can result in stable unit sales volume and increases in dollar-sales volume;•    Long term customers may initiate word-of-mouth promotions and referrals, which cost the company nothing and arguably are the most effective form of advertising;•    Long-term customers are more likely to buy ancillary products and higher margin supplemental products;•    Long term customers tend to be satisfied with their relationship with the company and are less likely to switch to competitors, making market entry or competitors gaining market share difficult;•    Regular customers tend to be less expensive to service, as they are familiar with the processes involved, require less 'education', and are consistent in their order placement;•    Increased customer retention and loyalty makes the employees' jobs easier and more satisfying. In turn, happy employees feed back into higher customer satisfaction in a virtuous circle. Figure 2: The virtuous circle of customer loyaltyFigure 2 represents a high-level example of a virtuous cycle driven by customer satisfaction and loyalty, depicting how superiority in product and service offerings, as well as strong customer support by competent employees, lead to higher sales and ultimately profitability. As stated above, this is not a new concept, but succeeding with it is difficult. It has eluded many a company driven to achieve profitability goals. Of course, for this circle to be virtuous, the customer relationship(s) must be profitable.Trying to maintain the loyalty of unprofitable customers is not a viable business strategy. It is, therefore, important that marketers can assess the profitability of each customer (or customer segment), and either improve or terminate relationships that are not profitable. This means each customer's 'relationship costs' must be understood and compared to their 'relationship revenue'. Customer lifetime value (CLV) is the most commonly used metric here, as it is generally accepted as a representation of exactly how much each customer is worth in monetary terms, and therefore a determinant of exactly how much a service provider should be willing to spend to acquire or retain that customer.CLV models make several simplifying assumptions and often involve the following inputs:•    Churn rate represents the percentage of customers who end their relationship with a company in a given period;•    Retention rate is calculated by subtracting the churn rate percentage from 100;•    Period/horizon equates to the units of time into which a customer relationship can be divided for analysis. A year is the most commonly used period for this purpose. Customer lifetime value is a multi-period calculation, often projecting three to seven years into the future. In practice, analysis beyond this point is viewed as too speculative to be reliable. The model horizon is the number of periods used in the calculation;•    Periodic revenue is the amount of revenue collected from a customer in a given period (though this is often extended across multiple periods into the future to understand lifetime value), such as usage revenue, revenues anticipated from cross and upselling, and often some weighting for referrals by a loyal customer to others; •    Retention cost describes the amount of money the service provider must spend, in a given period, to retain an existing customer. Again, this is often forecast across multiple periods. Retention costs include customer support, billing, promotional incentives and so on;•    Discount rate means the cost of capital used to discount future revenue from a customer. Discounting is an advanced method used in more sophisticated CLV calculations;•    Profit margin is the projected profit as a percentage of revenue for the period. This may be reflected as a percentage of gross or net profit. Again, this is generally projected across the model horizon to understand lifetime value.A strong focus on managing these inputs can help service providers realize stronger customer relationships and profits, but there are some obstacles to overcome in achieving accurate calculations of CLV, such as the complexity of allocating costs across the customer base. There are many costs that serve all customers which must be properly allocated across the base, and often a simple proportional allocation across the whole base or a segment may not accurately reflect the true cost of serving that customer;  This is made worse by the fragmentation of customer information, which is likely to be across a variety of product or operations groups, and may be difficult to aggregate due to different representations.In addition, there is the complexity of account relationships and structures to take into consideration. Complex account structures may not be understood or properly represented. For example, a profitable customer may have a separate account for a second home or another family member, which may appear to be unprofitable. If the service provider cannot relate the two accounts, CLV is not properly represented and any resultant cancellation of the apparently unprofitable account may result in the customer churning from the profitable one.In summary, if service providers are to realize strong customer relationships and their attendant profits, there must be a very strong focus on data management. This needs to be coupled with analytics that help business managers and those who work in customer-facing functions offer highly personalized solutions to customers, while maintaining profitability for the service provider. It's clear that acquiring new customers is expensive. Advertising costs, campaign management expenses, promotional service pricing and discounting, and equipment subsidies make a serious dent in a new customer's profitability. That is especially true given the rising subsidies for Smartphone users, which service providers hope will result in greater profits from profits from data services profitability in future.  The situation is made worse by falling prices and greater competition in mature markets.Customer acquisition through industry consolidation isn't cheap either. A North American service provider spent about $2,000 per subscriber in its acquisition of a smaller company earlier this year. While this has allowed it to leapfrog to become the largest mobile service provider in the country, it required a total investment of more than $28 billion (including assumption of the acquiree's debt).While many operating cost synergies clearly made this deal more attractive to the acquiring company, this is certainly an expensive way to acquire customers: the cost per subscriber in this case is not out of line with the prices others have paid for acquisitions.While growth by acquisition certainly increases overall revenues, it often creates tremendous challenges for profitability. Organic growth through increased customer loyalty and retention is a more effective driver of profit, as well as a stronger predictor of future profitability. Service providers, especially those in mature markets, are increasingly recognizing this and taking steps toward a creating a more personalized, flexible and satisfying experience for their customers.In summary, the clearest path to profitability for companies in virtually all industries is through customer retention and maximization of lifetime value. Service providers would do well to recognize this and focus attention on profitable customer relationships.

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  • A Complete Customer Experience Solution (3 of 3 in 'No Customer Left Behind' Series)

    - by Kathryn Perry
    A guest post by David Vap, Group Vice President, Oracle Applications Product Development In my previous post, I talked about taking three concrete steps to improve your customers' overall experiences: 1) understand your customer, 2) empower your ecosystem, and 3) adapt your business. To do these effectively and efficiently, it's important to find the right technology that can bridge the gaps across your channels, interactions, departments, and repositories. Oracle has spent the past three years and more than six billion dollars acquiring and developing some of the world's best-of-breed applications. The result is the most comprehensive customer experience (CX) portfolio offering in the World - bar none: ATG Best in Class Selling Experiences Fatwire Best in Class Marketing Experiences Inquira Best in Class Support Experiences Endecca Best in Class Search Experiences RightNow Best in Class Service Experiences Vitrue & Involver Best in Class Social Marketing Collective Intellect Best In Class Social Listening We don't expect organizations to eat the CX elephant in one bite, nor should they try to. There are key strategic initiatives within each of the four main pillars of our customer experience offering for which we deliver solutions: 1. Customer Experience for Marketing Social Listening and Engagement Social Marketing Marketing Websites Demand Generation and Lead Management Marketing and Loyalty Management 2. Customer Experience for Commerce Search, Navigation & Content Delivery Cross-Channel Commerce Targeting & Product Recommendations Social Commerce Order Management & Fulfillment Retail Store Operations 3. Customer Experience for Sales Sales Force Automation Social Selling Territory & Quota Management Revenue Forecasting Partner Relationship Management Quote to Cash Incentive Compensation 4. Customer Experience for Service Cross-Channel Customer Service Knowledge Management Social Customer Service Eligibility Management Contracts, Assets, and Entitlements Industry-Specific Solutions eBilling Oracle's customer experience portfolio is socially infused at each layer of our pillars rather than simply bolted on as a side process. This combines with the power of the Cloud to run the parts of the solution that need the access, efficiency, and agility from a managed infrastructure. You can get the compliance control from on-premise backbone infrastructure systems that run your business and don't change that often. Please take advantage of our teams of Oracle customer experience professionals and our key agency and technology partner ecosystem. They can help you develop strategic solution roadmaps that build and deliver customer experience and that are tailored to your business needs and objectives. No one has built a better customer service portfolio to manage the entire customer journey than Oracle. It is backed by CX thought leadership programs, a commitment from our executives, and a worldview that your technology decisions must be driven by your customer experiences to succeed. If you’d like to follow up on this conversation, please leave a comment or contact me at [email protected]. You can get more information on Oracle’s complete customer experience solution here.

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  • Using a service registry that doesn’t suck part II: Dear registry, do you have to be a message broker?

    - by gsusx
    Continuing our series of posts about service registry patterns that suck, we decided to address one of the most common techniques that Service Oriented (SOA) governance tools use to enforce policies. Scenario Service registries and repositories serve typically as a mechanism for storing service policies that model behaviors such as security, trust, reliable messaging, SLAs, etc. This makes perfect sense given that SOA governance registries were conceived as a mechanism to store and manage the policies...(read more)

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  • Simple tips to design a Customer Journey Map

    - by Isabel F. Peñuelas
    “A model can abstract to a level that is comprehensible to humans, without getting lost in details.” -The Unified Modeling Language Reference Manual. Inception using Post-it, StoryBoards, Lego or Mindmaping Techniques The first step in a Customer Experience project is to describe customer interactions creating a customer journey map. Modeling is never easy, so to succeed on this effort, it is very convenient that your CX´s team have some “abstract thinking” skills. Besides is very helpful to consult a Business Service Design offered by an Interactive Agency to lead your inception process. Initially, you may start by a free discussion using post-it cards; storyboards; even lego or any other brainstorming technique you like. This will help you to get your mind into the path followed by the customer to purchase your product or to consume any business service you actually offer to your customers, or plan to offer in the near future. (from www.servicedesigntools.org) Colorful Mind Maps are very useful to document and share meeting ideas. Some Mind Maps software providers as ThinkBuzzan provide trial versions, and you will find more mindmapping options on this post by Mashable. Finally to produce a quick one, I do recommend Wise, an entirely online mindmaping service. On my view the best results in terms of communication will always come for an artistic hand-made drawing. Customer Experience Mind Map Example Making your first Customer Journey Map To add some more formalization to your thoughts, there is a wide offering for designing Customer Journey Maps. A Customer Map can be represented as an oriented graph in which another follows each step. The one below is the most simple Customer Journey you can draw. Nothing more than a couple of pictures, numbers and lines to design the customer steps sequence in the purchase process. Very simple Customer Journey for Social Mobile Shopping There are a lot of Customer Journey templates much more sophisticated available  in the Web using a variety of styles, as per example this one with a focus on underlining emotional experience, or this other worksheet template. Representing different interaction devices on the vertical axis, and touchpoints / requirements and existing gaps horizontally  is today´s most common format for Customer Journeys. From Customer Journey Maps to CX Technology Adoption Plans Once you have your map ready, you can start to identify the IT infrastructure requirements for your CXProject. By analyzing customer problems and improvement opportunities with maps, you will then identify the technology gaps and the new investment requirements in your IT infrastructure. Deeping step by step from the more abstract to the more concrete is the best guarantee to take the right IT investment decisions.  ¡Remember to keep your initial customer journey safe on your pocket in every one of your CX´s project meetings- that´s you map to success!

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  • User-Defined Customer Events & their impact (FA Type Profile)

    - by Rajesh Sharma
    CC&B automatically creates field activities when a specific Customer Event takes place. This depends on the way you have setup your Field Activity Type Profiles, the templates within, and associated SP Condition(s) on the template. CC&B uses the service point type, its state and referenced customer event to determine which field activity type to generate.   Customer events available in the base product include: Cut for Non-payment (CNP) Disconnect Warning (DIWA) Reconnect for Payment (REPY) Reread (RERD) Stop Service (STOP) Start Service (STRT) Start/Stop (STSP)   Note the Field values/codes defined for each event.   CC&B comes with a flexibility to define new set of customer events. These can be defined in the Look Up - CUST_EVT_FLG. Values from the Look Up are used on the Field Activity Type Profile Template page.     So what's the use of having user-defined Customer Events? And how will the system detect such events in order to create field activity(s)?   Well, system can only detect such events when you reference a user-defined customer event on a Severance Event Type for an event type Create Field Activities.     This way you can create additional field activities of a specific field activity type for user-defined customer events.   One of our customers adopted this feature and created a user-defined customer event CNPW - Cut for Non-payment for Water Services. This event was then linked on a Field Activity Type Profile and referenced on a Severance Event - CUT FOR NON PAY-W. The associated Severance Process was configured to trigger a reconnection process if it was cancelled (done by defining a Post Cancel Algorithm). Whenever this Severance Event was executed, a specific type of Field Activity was generated for disconnection purposes. The Field Activity type was determined by the system from the Field Activity Type Profile referenced for the SP Type, SP's state and the referenced user-defined customer event. All was working well until the time when they realized that in spite of the Severance Process getting cancelled (when a payment was made); the Post Cancel Algorithm was not executed to start a Reconnection Severance Process for the purpose of generating a reconnection field activity and reconnecting the service.   Basically, the Post Cancel algorithm (if specified on a Severance Process Template) is triggered when a Severance Process gets cancelled because a credit transaction has affected/relieved a Service Agreement's debt.   So what exactly was happening? Now we come to actual question as to what is the impact in having a user-defined customer event.   System defined/base customer events are hard-coded across the entire system. There is an impact even if you remove any customer event entry from the Look Up. User-defined customer events are not recognized by the system anywhere else except in the severance process, as described above.   There are few programs which have routines to first validate the completion of disconnection field activities, which were raised as a result of customer event CNP - Cut for Non-payment in order to perform other associated actions. One such program is the Post Cancel Algorithm, referenced on a Severance Process Template, generally used to reconnect services which were disconnected from other Severance Event, specifically CNP - Cut for Non-Payment. Post cancel algorithm provided by the product - SEV POST CAN does the following (below is the algorithm's description):   This algorithm is called after a severance process has been cancelled (typically because the debt was paid and the SA is no longer eligible to be on the severance process). It checks to see if the process has a completed 'disconnect' event and, if so, starts a reconnect process using the Reconnect Severance Process Template defined in the parameter.    Notice the underlined text. This algorithm implicitly checks for Field Activities having completed status, which were generated from Severance Events as a result of CNP - Cut for Non-payment customer event.   Now if we look back to the customer's issue, we can relate that the Post Cancel algorithm was triggered, but was not able to find any 'Completed' CNP - Cut for Non-payment related field activity. And hence was not able to start a reconnection severance process. This was because a field activity was generated and completed for a customer event CNPW - Cut for Non-payment of Water Services instead.   To conclude, if you introduce new customer events that extend or simulate base customer events, the ones that are included in the base product, ensure that there is no other impact either direct or indirect to other business functions that the application has to offer.  

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  • Limitations of User-Defined Customer Events (FA Type Profile)

    - by Rajesh Sharma
    CC&B automatically creates field activities when a specific Customer Event takes place. This depends on the way you have setup your Field Activity Type Profiles, the templates within, and associated SP Condition(s) on the template. CC&B uses the service point type, its state and referenced customer event to determine which field activity type to generate.   Customer events available in the base product include: Cut for Non-payment (CNP) Disconnect Warning (DIWA) Reconnect for Payment (REPY) Reread (RERD) Stop Service (STOP) Start Service (STRT) Start/Stop (STSP)   Note the Field values/codes defined for each event.   CC&B comes with a flexibility to define new set of customer events. These can be defined in the Look Up - CUST_EVT_FLG. Values from the Look Up are used on the Field Activity Type Profile Template page.     So what's the use of having user-defined Customer Events? And how will the system detect such events in order to create field activity(s)?   Well, system can only detect such events when you reference a user-defined customer event on a Severance Event Type for an event type Create Field Activities.     This way you can create additional field activities of a specific field activity type for user-defined customer events.   One of our customers adopted this feature and created a user-defined customer event CNPW - Cut for Non-payment for Water Services. This event was then linked on a Field Activity Type Profile and referenced on a Severance Event - CUT FOR NON PAY-W. The associated Severance Process was configured to trigger a reconnection process if it was cancelled (done by defining a Post Cancel Algorithm). Whenever this Severance Event was executed, a specific type of Field Activity was generated for disconnection purposes. The Field Activity type was determined by the system from the Field Activity Type Profile referenced for the SP Type, SP's state and the referenced user-defined customer event. All was working well until the time when they realized that in spite of the Severance Process getting cancelled (when a payment was made); the Post Cancel Algorithm was not executed to start a Reconnection Severance Process for the purpose of generating a reconnection field activity and reconnecting the service.   Basically, the Post Cancel algorithm (if specified on a Severance Process Template) is triggered when a Severance Process gets cancelled because a credit transaction has affected/relieved a Service Agreement's debt.   So what exactly was happening? Now we come to actual question as to what are limitations in having user-defined customer event.   System defined/base customer events are hard-coded across the entire system. There is an impact even if you remove any customer event entry from the Look Up. User-defined customer events are not recognized by the system anywhere else except in the severance process, as described above.   There are few programs which have routines to first validate the completion of disconnection field activities, which were raised as a result of customer event CNP - Cut for Non-payment in order to perform other associated actions. One such program is the Post Cancel Algorithm, referenced on a Severance Process Template, generally used to reconnect services which were disconnected from other Severance Event, specifically CNP - Cut for Non-Payment. Post cancel algorithm provided by the product - SEV POST CAN does the following (below is the algorithm's description):   This algorithm is called after a severance process has been cancelled (typically because the debt was paid and the SA is no longer eligible to be on the severance process). It checks to see if the process has a completed 'disconnect' event and, if so, starts a reconnect process using the Reconnect Severance Process Template defined in the parameter.    Notice the underlined text. This algorithm implicitly checks for Field Activities having completed status, which were generated from Severance Events as a result of CNP - Cut for Non-payment customer event.   Now if we look back to the customer's issue, we can relate that the Post Cancel algorithm was triggered, but was not able to find any 'Completed' CNP - Cut for Non-payment related field activity. And hence was not able to start a reconnection severance process. This was because a field activity was generated and completed for a customer event CNPW - Cut for Non-payment of Water Services instead.   To conclude, if you introduce new customer events, you should be aware that you don't extend or simulate base customer events, the ones that are included in the base product, as they are further used to provide/validate additional business functions.  

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  • Oracle's PeopleSoft Customer Advisory Boards Convene to Discuss Roadmap at Pleasanton Campus

    - by john.webb(at)oracle.com
    Last week we hosted all of the PeopleSoft CABs (Customer Advisory Boards) at our Pleasanton Development Center to review our detailed designs for future Feature Packs, PeopleSoft 9.2, and beyond. Over 150 customers from 79 companies attended representing a variety of industries, geographies, and company sizes. The PeopleSoft team relies heavily on this group to provide key input on our roadmap for applications as well as technology direction. A good product strategy is one part well thought out idea with many handfuls of customer validation, and very often our best ideas originate from these customer discussions. While the individual CABs have frequent interactions with our teams, it's always great to have all of them in one place and in person. Our attendance was up from last year which I attribute to two things: (1) More interest as a result of PeopleSoft 9.1 upgrade; (2) An improving economy allowing for more travel. Maybe we should index the second item meeting-to-meeting and use it as a market indicator - we'll see! We kicked off the day one session with an overview of the PeopleSoft Roadmap and I outlined our strategy around Feature Packs and PeopleSoft 9.2. Given the high adoption rate of PeopleSoft 9.1 (over 4x that of 9.0 given the same time lapse since the release date), there was a lot of interest around the 9.1 Feature Packs as a vehicle for continuous value. We provided examples of our 3 central design themes: Simplicity, Productivity, and lower TCO, including those already delivered via Feature Packs in 2010. A great example of this is the Company Directory feature in PeopleSoft HCM. The configuration capabilities and the new actionable links our CAB advised us on last Spring were made available to all customers late last year. We reviewed many more future Navigation changes that will fundamentally change the way users interact with PeopleSoft. Our old friend, the menu tree, is being relegated from center stage to a bit part, with new concepts like Activity Guides, Train Stops, Related Actions, Work Centers, Collaborative Workspaces, and Secure Enterprise Search bringing users what they need in a contextual, role based manner with fewer clicks. Paco Aubrejuan, our PeopleSoft GM, and Steve Miranda, the SVP for Fusion Applications, then discussed our plans around Oracle's Application Investment Strategy.  This included our continued investment in developing both PeopleSoft and Fusion as well as the co-existence strategy with new Fusion Apps integrating to PeopleSoft Apps. Should you want to view this presentation, a recording is available. Jeff Robbins, our lead PeopleTools Strategist, provided the roadmap for PeopleTools and discussed our continuing plan to deliver annual releases to further evolve the user experience. Numerous examples were highlighted with the Navigation techniques I mentioned previously. Jeff also provided a lot of food for thought around Lifecycle Management topics and how to remain current on releases with a  lower cost of ownership. Dennis Mesler, from Boise, was the guest speaker in this slot, who spoke about the new PeopleSoft Test Framework (PTF). Regression Testing is a key cost component when product updates are applied. This new tool (which is free to all PeopleSoft customers as part of PeopleTools 8.51) provides a meta data driven approach to recording and executing test scripts. Coupled with what our Usage Monitor enables, PTF provides our customers a powerful tool to lower costs and manage product updates more efficiently and at the time of their choosing. Beyond the general session, we broke out into the individual CABs: HCM, Financials, ESA/ALM, SRM, SCM, CRM, and PeopleTools/ Technology. A day and half of very engaging discussions around our plans took place for each product pillar. More about that to follow in future posts.      We capped the first day with a reception sponsored by our partners: InfoSys, SmartERP (represented by Doris Wong), and Grey Sparling  Solutions (represented by Chris Heller and Larry Grey). Great to see these old friends actively engaged in the very busy PeopleSoft ecosystem!   Jeff Robbins previews the roadmap for PeopleTools with the PeopleSoft CAB  

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  • Customer Experience in the Year Ahead

    - by Christina McKeon
    With 2012 coming to an end soon, we find ourselves reflecting on the year behind us and the year ahead. Now is a good time for reflection on your customer experience initiatives to see how far you have come and where you need to go. Looking back on your customer experience efforts this year, were you able to accomplish the following? Customer journey mapping Align processes across the entire customer lifecyle (buying and owning) Connect all functional areas to the same customer data Deliver consistent and personal experiences across all customer touchpoints Make it easy and rewarding to be your customer Hire and develop talent that drives better customer experiences Tie key performance indicators (KPIs) to each of your customer experience objectives This is by no means a complete checklist for your customer experience strategy, but it does help you determine if you have moved in the right direction for delivering great customer experiences. If you are just getting started with customer experience planning or were not able to get to everything on your list this year, consider focusing on customer journey mapping in 2013. This exercise really helps your organization put your customer in the center and understand how everything you do affects that customer. At Oracle, we see organizations in various stages of customer experience maturity all learn a lot when they go through journey mapping. Companies just starting out with customer experience get a complete understanding of what it is like to be a customer and how everything they do affects that customer. And, organizations that are further along with customer experience often find journey mapping helps provide perspective when re-visiting their customer experience strategy. Happy holidays and best wishes for delivering great customer journeys in 2013!

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  • Watch Customer Concepts TV and Find Out How Leading Organizations Are Creating Engaging Customer Journeys

    - by Jeri Kelley
    The customer journey has changed dramatically. Customers have far more knowledge and far more power. Managing the new customer experience isn’t just about increasing profitability. For many organizations it’s about survival.  To survive, organizations must deliver relevant, personalized experiences that engage customers at each step in their journey, but where do organizations start? ??To learn more, I’m looking forward to tomorrow's Customer Concepts Web TV show.   On October 23rd, experts from Oracle and various successful businesses such as Euroffice will discuss how the customer journey has fundamentally changed and will share best practices for adapting your organization so you can truly engage customers. These Customer Concepts Web TV programs are an excellent way of keeping up with the very latest thinking in the field of customer experience.  Register for tomorrow’s event now at: http://bit.ly/RqPSL3

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  • Improved Customer Experience, but at what Cost?

    - by Tony Berk
    We can all probably agree that improving your customers' experience is a good thing. But a key question many people are asking is will it help your organization and, in particular, what are the financial benefits?That's a good question, especially when companies ARE experiencing phenomenal return on investment (ROI). Of course, there are many factors that impact ROI or other measures of success, but we'd like to share some success stories as examples of customer experience in action and delivering positive results. If you would like to learn more about the economics of customer experience, see Brian Curran's presentation at the Oracle Customer Experience Summit last month. In this series of blog posts, we'll share actual customer stories. Today's example is Dell, which uses Oracle Real-Time Decisions (RTD) and Siebel CRM as part of their customer experience portfolio to better understand their customers' needs and wants and provide consistent interactions. Regular readers of this blog are probably familiar with Siebel, but RTD may be new to many of you. RTD is a complete decision management solution that delivers real-time decisions and recommendations and automatically renders decisions within a business process to create tailored messaging for every customer interaction.What does that mean? In the video below, Dell describes how customer experience is important not just for one interaction channel, but across all "vehicles." RTD is helping Dell understand customer behavior and communicate with the customer in a more relevant manner, across all communication  or interaction channels including sales and service call centers, email marketing and online. Dell continues to expand use of RTD because the benefits are showing up in sales, service and marketing results including 19% increase in close rates, faster issue resolution and 40% improvement in revenue per click in email marketing. Click here, to learn more about Oracle Customer Experience and stay tuned for more customer spotlights.

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  • Integration Patterns with Azure Service Bus Relay, Part 1: Exposing the on-premise service

    - by Elton Stoneman
    We're in the process of delivering an enabling project to expose on-premise WCF services securely to Internet consumers. The Azure Service Bus Relay is doing the clever stuff, we register our on-premise service with Azure, consumers call into our .servicebus.windows.net namespace, and their requests are relayed and serviced on-premise. In theory it's all wonderfully simple; by using the relay we get lots of protocol options, free HTTPS and load balancing, and by integrating to ACS we get plenty of security options. Part of our delivery is a suite of sample consumers for the service - .NET, jQuery, PHP - and this set of posts will cover setting up the service and the consumers. Part 1: Exposing the on-premise service In theory, this is ultra-straightforward. In practice, and on a dev laptop it is - but in a corporate network with firewalls and proxies, it isn't, so we'll walkthrough some of the pitfalls. Note that I'm using the "old" Azure portal which will soon be out of date, but the new shiny portal should have the same steps available and be easier to use. We start with a simple WCF service which takes a string as input, reverses the string and returns it. The Part 1 version of the code is on GitHub here: on GitHub here: IPASBR Part 1. Configuring Azure Service Bus Start by logging into the Azure portal and registering a Service Bus namespace which will be our endpoint in the cloud. Give it a globally unique name, set it up somewhere near you (if you’re in Europe, remember Europe (North) is Ireland, and Europe (West) is the Netherlands), and  enable ACS integration by ticking "Access Control" as a service: Authenticating and authorizing to ACS When we try to register our on-premise service as a listener for the Service Bus endpoint, we need to supply credentials, which means only trusted service providers can act as listeners. We can use the default "owner" credentials, but that has admin permissions so a dedicated service account is better (Neil Mackenzie has a good post On Not Using owner with the Azure AppFabric Service Bus with lots of permission details). Click on "Access Control Service" for the namespace, navigate to Service Identities and add a new one. Give the new account a sensible name and description: Let ACS generate a symmetric key for you (this will be the shared secret we use in the on-premise service to authenticate as a listener), but be sure to set the expiration date to something usable. The portal defaults to expiring new identities after 1 year - but when your year is up *your identity will expire without warning* and everything will stop working. In production, you'll need governance to manage identity expiration and a process to make sure you renew identities and roll new keys regularly. The new service identity needs to be authorized to listen on the service bus endpoint. This is done through claim mapping in ACS - we'll set up a rule that says if the nameidentifier in the input claims has the value serviceProvider, in the output we'll have an action claim with the value Listen. In the ACS portal you'll see that there is already a Relying Party Application set up for ServiceBus, which has a Default rule group. Edit the rule group and click Add to add this new rule: The values to use are: Issuer: Access Control Service Input claim type: http://schemas.xmlsoap.org/ws/2005/05/identity/claims/nameidentifier Input claim value: serviceProvider Output claim type: net.windows.servicebus.action Output claim value: Listen When your service namespace and identity are set up, open the Part 1 solution and put your own namespace, service identity name and secret key into the file AzureConnectionDetails.xml in Solution Items, e.g: <azure namespace="sixeyed-ipasbr">    <!-- ACS credentials for the listening service (Part1):-->   <service identityName="serviceProvider"            symmetricKey="nuR2tHhlrTCqf4YwjT2RA2BZ/+xa23euaRJNLh1a/V4="/>  </azure> Build the solution, and the T4 template will generate the Web.config for the service project with your Azure details in the transportClientEndpointBehavior:           <behavior name="SharedSecret">             <transportClientEndpointBehavior credentialType="SharedSecret">               <clientCredentials>                 <sharedSecret issuerName="serviceProvider"                               issuerSecret="nuR2tHhlrTCqf4YwjT2RA2BZ/+xa23euaRJNLh1a/V4="/>               </clientCredentials>             </transportClientEndpointBehavior>           </behavior> , and your service namespace in the Azure endpoint:         <!-- Azure Service Bus endpoints -->          <endpoint address="sb://sixeyed-ipasbr.servicebus.windows.net/net"                   binding="netTcpRelayBinding"                   contract="Sixeyed.Ipasbr.Services.IFormatService"                   behaviorConfiguration="SharedSecret">         </endpoint> The sample project is hosted in IIS, but it won't register with Azure until the service is activated. Typically you'd install AppFabric 1.1 for Widnows Server and set the service to auto-start in IIS, but for dev just navigate to the local REST URL, which will activate the service and register it with Azure. Testing the service locally As well as an Azure endpoint, the service has a WebHttpBinding for local REST access:         <!-- local REST endpoint for internal use -->         <endpoint address="rest"                   binding="webHttpBinding"                   behaviorConfiguration="RESTBehavior"                   contract="Sixeyed.Ipasbr.Services.IFormatService" /> Build the service, then navigate to: http://localhost/Sixeyed.Ipasbr.Services/FormatService.svc/rest/reverse?string=abc123 - and you should see the reversed string response: If your network allows it, you'll get the expected response as before, but in the background your service will also be listening in the cloud. Good stuff! Who needs network security? Onto the next post for consuming the service with the netTcpRelayBinding.  Setting up network access to Azure But, if you get an error, it's because your network is secured and it's doing something to stop the relay working. The Service Bus relay bindings try to use direct TCP connections to Azure, so if ports 9350-9354 are available *outbound*, then the relay will run through them. If not, the binding steps down to standard HTTP, and issues a CONNECT across port 443 or 80 to set up a tunnel for the relay. If your network security guys are doing their job, the first option will be blocked by the firewall, and the second option will be blocked by the proxy, so you'll get this error: System.ServiceModel.CommunicationException: Unable to reach sixeyed-ipasbr.servicebus.windows.net via TCP (9351, 9352) or HTTP (80, 443) - and that will probably be the start of lots of discussions. Network guys don't really like giving servers special permissions for the web proxy, and they really don't like opening ports, so they'll need to be convinced about this. The resolution in our case was to put up a dedicated box in a DMZ, tinker with the firewall and the proxy until we got a relay connection working, then run some traffic which the the network guys monitored to do a security assessment afterwards. Along the way we hit a few more issues, diagnosed mainly with Fiddler and Wireshark: System.Net.ProtocolViolationException: Chunked encoding upload is not supported on the HTTP/1.0 protocol - this means the TCP ports are not available, so Azure tries to relay messaging traffic across HTTP. The service can access the endpoint, but the proxy is downgrading traffic to HTTP 1.0, which does not support tunneling, so Azure can’t make its connection. We were using the Squid proxy, version 2.6. The Squid project is incrementally adding HTTP 1.1 support, but there's no definitive list of what's supported in what version (here are some hints). System.ServiceModel.Security.SecurityNegotiationException: The X.509 certificate CN=servicebus.windows.net chain building failed. The certificate that was used has a trust chain that cannot be verified. Replace the certificate or change the certificateValidationMode. The evocation function was unable to check revocation because the revocation server was offline. - by this point we'd given up on the HTTP proxy and opened the TCP ports. We got this error when the relay binding does it's authentication hop to ACS. The messaging traffic is TCP, but the control traffic still goes over HTTP, and as part of the ACS authentication the process checks with a revocation server to see if Microsoft’s ACS cert is still valid, so the proxy still needs some clearance. The service account (the IIS app pool identity) needs access to: www.public-trust.com mscrl.microsoft.com We still got this error periodically with different accounts running the app pool. We fixed that by ensuring the machine-wide proxy settings are set up, so every account uses the correct proxy: netsh winhttp set proxy proxy-server="http://proxy.x.y.z" - and you might need to run this to clear out your credential cache: certutil -urlcache * delete If your network guys end up grudgingly opening ports, they can restrict connections to the IP address range for your chosen Azure datacentre, which might make them happier - see Windows Azure Datacenter IP Ranges. After all that you've hopefully got an on-premise service listening in the cloud, which you can consume from pretty much any technology.

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  • CRM Evolution 2014: Mediocrity is the New Horrible in Customer Service

    - by Tuula Fai
    "Mediocrity is the new horrible in customer service," Blair McHaney, Gold's Gym Almost everyone knows that customers' expectations have risen. But, after listening to two days of presentations at CRM Evolution, I think it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companies have gotten the message and are taking their customer service to a higher level. For those who've been hesitant to 'boldly go where their customer service organization has not gone before,' take heart. I’ve got some statistics that will encourage you to take those first few steps. Why should I change? By engaging customers online, ancestry.com achieved a 99.5% customer satisfaction score (CSAT) while improving retention and saving millions on greater efficiency, including a 38%-50% drop in inbound calls and emails.1 By empowering employees to delight customers, Gold’s Gym achieved a 77.5% Net Promoter Score (NPS) and 22% customer churn rate. No small feat when you consider the industry averages are 40% NPS and 45% churn.2 By adapting quickly to social media, brands like Verizon have benefited from social community members spending 2.5x-10x more than average customers.3 ‘The fierce urgency of now’ is upon us in customer service. You can take your customer service to a higher level! To find out more, click here CRM Evolution Customer Service Experience Footnotes: 1. Arvindh Balakrishnan, Is Your Customer Service Modern?2. Blair McHaney, Wire Your Organization with Customer Feedback3. Becky Carroll, The Power of Communities for Improving the Service Experience and Building Advocates

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  • Hosting WCF service in Windows Service

    - by DigiMortal
    When building Windows services we often need a way to communicate with them. The natural way to communicate to service is to send signals to it. But this is very limited communication. Usually we need more powerful communication mechanisms with services. In this posting I will show you how to use service-hosted WCF web service to communicate with Windows service. Create Windows service Suppose you have Windows service created and service class is named as MyWindowsService. This is new service and all we have is default code that Visual Studio generates. Create WCF service Add reference to System.ServiceModel assembly to Windows service project and add new interface called IMyService. This interface defines our service contracts. [ServiceContract] public interface IMyService {     [OperationContract]     string SayHello(int value); } We keep this service simple so it is easy for you to follow the code. Now let’s add service implementation: [ServiceBehavior(InstanceContextMode=InstanceContextMode.Single)] public class MyService : IMyService {     public string SayHello(int value)     {         return string.Format("Hello, : {0}", value);     } } With ServiceBehavior attribute we say that we need only one instance of WCF service to serve all requests. Usually this is more than enough for us. Hosting WCF service in Windows Service Now it’s time to host our WCF service and make it available in Windows service. Here is the code in my Windows service: public partial class MyWindowsService : ServiceBase {     private ServiceHost _host;     private MyService _server;       public MyWindowsService()     {         InitializeComponent();     }       protected override void OnStart(string[] args)     {         _server = new MyService();         _host = new ServiceHost(_server);         _host.Open();     }       protected override void OnStop()     {         _host.Close();     } } Our Windows service now hosts our WCF service. WCF service will be available when Windows service is started and it is taken down when Windows service stops. Configuring WCF service To make WCF service usable we need to configure it. Add app.config file to your Windows service project and paste the following XML there: <system.serviceModel>   <serviceHostingEnvironment aspNetCompatibilityEnabled="true" />   <services>     <service name="MyWindowsService.MyService" behaviorConfiguration="def">       <host>         <baseAddresses>           <add baseAddress="http://localhost:8732/MyService/"/>         </baseAddresses>       </host>       <endpoint address="" binding="wsHttpBinding" contract="MyWindowsService.IMyService">       </endpoint>       <endpoint address="mex" binding="mexHttpBinding" contract="IMetadataExchange"/>     </service>   </services>   <behaviors>     <serviceBehaviors>       <behavior name="def">         <serviceMetadata httpGetEnabled="True"/>         <serviceDebug includeExceptionDetailInFaults="True"/>       </behavior>     </serviceBehaviors>   </behaviors> </system.serviceModel> Now you are ready to test your service. Install Windows service and start it. Open your browser and open the following address: http://localhost:8732/MyService/ You should see your WCF service page now. Conclusion WCF is not only web applications fun. You can use WCF also as self-hosted service. Windows services that lack good communication possibilities can be saved by using WCF self-hosted service as it is the best way to talk to service. We can also revert the context and say that Windows service is good host for our WCF service.

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  • Oracle Retail Point-of-Service with Mobile Point-of-Service, Release 13.4.1

    - by Oracle Retail Documentation Team
    Oracle Retail Mobile Point-of-Service was previously released as a standalone product. Oracle Retail Mobile Point-of-Service is now a supported extension of Oracle Retail Point-of-Service, Release 13.4.1. Oracle Retail Mobile Point-of-Service provides support for using a mobile device to perform tasks such as scanning items, applying price adjustments, tendering, and looking up item information. Integration with Oracle Retail Store Inventory Management (SIM) If Oracle Retail Mobile Point-of-Service is implemented with Oracle Retail Store Inventory Management (SIM), the following Oracle Retail Store Inventory Management functionality is supported: Inventory lookup at the current store Inventory lookup at buddy stores Validation of serial numbers Technical Overview The Oracle Retail Mobile Point-of-Service server application runs in a domain on Oracle WebLogic. The server supports the mobile devices in the store. On each mobile device, the Mobile POS application is downloaded and then installed. Highlighted End User Documentation Updates and List of Documents  Oracle Retail Point-of-Service with Mobile Point-of-Service Release NotesA high-level overview is included about the release's functional, technical, and documentation enhancements. In addition, a section has been written that addresses Product Support considerations.   Oracle Retail Mobile Point-of-Service Java API ReferenceJava API documentation for Oracle Retail Mobile Point-of-Service is included as part of the Oracle Retail Mobile Point-of-Service Release 13.4.1 documentation set. Oracle Retail Point-of-Service with Mobile Point-of-Service Installation Guide - Volume 1, Oracle StackA new chapter is included with information on installing the Mobile Point-of-Service server and setting up the Mobile POS application. The installer screens for installing the server are included in a new appendix. Oracle Retail Point-of-Service with Mobile Point-of-Service User GuideA new chapter describes the functionality available on a mobile device and how to use Oracle Retail Mobile Point-of-Service on a mobile device. Oracle Retail POS Suite with Mobile Point-of-Service Configuration GuideThe Configuration Guide is updated to indicate which parameters are used for Oracle Retail Mobile Point-of-Service. Oracle Retail POS Suite with Mobile Point-of-Service Implementation Guide - Volume 5, Mobile Point-of-ServiceThis new Implementation Guide volume contains information for extending and customizing both the Mobile POS application for the mobile device and the Oracle Retail Mobile Point-of-Service server. Oracle Retail POS Suite with Mobile Point-of-Service Licensing InformationThe Licensing Information document is updated with the list of third-party open-source software used by Oracle Retail Mobile Point-of-Service. Oracle Retail POS Suite with Mobile Point-of-Service Security GuideThe Security Guide is updated with information on security for mobile devices. Oracle Retail Enhancements Summary (My Oracle Support Doc ID 1088183.1)This enterprise level document captures the major changes for all the products that are part of releases 13.2, 13.3, and 13.4. The functional, integration, and technical enhancements in the Release Notes for each product are listed in this document.

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  • Customer Experience Online Forum

    - by Christie Flanagan
    Missed Oracle’s Customer Experience Online Forum?  Don’t worry. You can still catch the sessions at your convenience. Watch the Customer Experience Online Forum on demand to hear from Bruce Tempkin, a leading expert in customer experience, as well as other thought leaders and they delve into topics such as the ROI of customer experience and strategies for winning over customers.  Simply register to gain access to these sessions and more: The Customer Experience RevolutionCustomer experience has become the most important and defensible differentiator for your business. The customer experience is a journey that transcends all customer touchpoints and stages of the customer lifecycle. Discover where you are in the journey, identify how to begin optimizing the experience you deliver your customers, and join the Revolution.The ROI of Customer ExperienceBruce Temkin, Customer Experience Transformist & Managing Partner, Temkin GroupResearch of US and UK customers demonstrates a high correlation between a positive customer experience and loyalty. A successful customer interaction increases the willingness to buy more and to recommend your company. US companies can gain $380 million over three years by providing an optimized customer experience. This session will help companies determine the business impact that customer experience has on their specific business. Integrating Marketing and Loyalty to Deliver Great Customer ExperiencesNew devices and channels, such as mobile, social and web, are creating radical shifts in the customer buying process and the ways your company can reach and communicate with existing and potential customers. Learn how leading brands are using Oracle's marketing solutions to harness big data and better understand their customers, extend their marketing reach into social channels, and retain their high value customers through more rewarding customer experience.Where to Start Your Organization's RevolutionThe process of crafting a great customer experience starts with understanding customers and their goals. This session helps you to begin mapping a sound customer experience strategy, describing the intended experience and kinds of processes that create differentiation. The ROI of Customer Experience: A Tempkin Group Insight Report Did you know that customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend? Did you know that even a modest increase in customer experience can translate into millions of dollars gained? Learn more about the ROI of customer experience in this free report.

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  • Latest News on Service, Field Service and Depot Repair Products

    - by LuciaC
    Service and Depot Repair Customer Advisory Boards (CAB) In November 2012 the Service and Depot Repair CAB joined together for a combined meeting at Oracle HQ in Redwood Shores, California to discuss all the latest news in the Oracle Service, Field Service and Depot Repair products.  Over four days attendees shared their experiences with implementing and using these EBS CRM products and heard details of recent enhancements and future product plans direct from Development. You can access all the Oracle presentations via Doc ID 1511768.1.  Here are just some of the highlights: Field Service: Next Generation Dispatch Center Endeca Integration Case Study: Oracle Sun Field Service implementation. Mobile Field Service: New capabilities for technician-facing applications Service: Integration with Oracle Projects New Teleservice enhancements Spares Management: Supplier Warranty External Repair Execution Oracle Knowledge (Inquira) Introduction for Service Organizations If you weren't at the CAB, take a look at these presentations for great information about what's new and what's coming up in these products. 12.1.3++ Features for Field Service, Mobile Field Service, Spares Management, FSTP & Advanced Scheduler In June 2012 the R12.1.3++ patches were released for Field Service, Mobile Field Service, FSTP and Advanced Scheduler.  These patches contain new and updated functionality for these CRM Service suite modules.  New functionality includes: Field Service/FSTP/MFS: Support for Transfer Parts across subinventories in different organizations Validation to ensure Installed Item matches Returned Item MFS Wireless - Support fro Special Address Creation MFS Wireless - Enhanced Debrief Flow Advanced Scheduler Scheduler UI - Display of Spares Sourcing Information Auto Commit (Release) Tasks by Territory Dispatch Center UI - Display Spare Parts Arrival Information Spares Management Enhancements to the Task Reassignment Process Enhancements to the Parts Requirements UI Supply Chain Enhancements to allow filtering of ship methods from source location by distance. Check the following notes for more details and relevant patch numbers:Doc ID 1463333.1 - Oracle Field Service Release Notes, Release 12.1.3++Doc ID 1452470.1 - Field Service Technician Portal 12.1.3++ New FeaturesDoc ID 1463066.1 - Oracle Advanced Scheduler Release Notes, Release 12.1.3++ Doc ID 1463335.1 - Oracle Spares Management Release Notes, Release 12.1.3++ Doc ID 1463243.1 - Oracle Mobile Field Service Release Notes, Release 12.1.3++

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  • BES Express - failed to run Administration Service

    - by Max Gontar
    Hi! I have installed BES Express on Windows Server 7 with Exchange 2007 following by RIM tutorial JDK 1.6.18, JDK\bin included into Path variable After reboot I've run Blackberry Administration Service and receive such error in browser window: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: org.apache.hivemind.ApplicationRuntimeException: Missing classpath resource '/com/rim/bes/bas/web/adminconsole/pages/login/SystemError.page'. [context:/WEB-INF/webAdminConsole.application, line 25, column 37] org.apache.tapestry.services.impl.WebRequestServicerPipelineBridge.service(WebRequestServicerPipelineBridge.java:60) $ServletRequestServicer_12d51b7c397.service($ServletRequestServicer_12d51b7c397.java) org.apache.tapestry.request.DecodedRequestInjector.service(DecodedRequestInjector.java:55) $ServletRequestServicerFilter_12d51b7c393.service($ServletRequestServicerFilter_12d51b7c393.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) org.apache.tapestry.multipart.MultipartDecoderFilter.service(MultipartDecoderFilter.java:52) $ServletRequestServicerFilter_12d51b7c391.service($ServletRequestServicerFilter_12d51b7c391.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) org.apache.tapestry.services.impl.SetupRequestEncoding.service(SetupRequestEncoding.java:53) $ServletRequestServicerFilter_12d51b7c395.service($ServletRequestServicerFilter_12d51b7c395.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) $ServletRequestServicer_12d51b7c305.service($ServletRequestServicer_12d51b7c305.java) org.apache.tapestry.ApplicationServlet.doService(ApplicationServlet.java:123) com.rim.bes.bas.web.common.BASApplicationServlet.doService(BASApplicationServlet.java:153) org.apache.tapestry.ApplicationServlet.doGet(ApplicationServlet.java:79) javax.servlet.http.HttpServlet.service(HttpServlet.java:617) javax.servlet.http.HttpServlet.service(HttpServlet.java:717) com.rim.bes.bas.web.console.LoginDispatcher.processRequest(LoginDispatcher.java:146) com.rim.bes.bas.web.console.LoginDispatcher.doGet(LoginDispatcher.java:79) javax.servlet.http.HttpServlet.service(HttpServlet.java:617) javax.servlet.http.HttpServlet.service(HttpServlet.java:717) com.rim.bes.bas.web.common.ResponseHeadersFilter.doFilter(ResponseHeadersFilter.java:85) com.rim.bes.bas.web.console.VSJSupportFilter.doFilter(VSJSupportFilter.java:228) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:96) root cause org.apache.hivemind.ApplicationRuntimeException: Missing classpath resource '/com/rim/bes/bas/web/adminconsole/pages/login/SystemError.page'. [context:/WEB-INF/webAdminConsole.application, line 25, column 37] org.apache.tapestry.error.ExceptionPresenterImpl.presentException(ExceptionPresenterImpl.java:64) com.rim.bes.bas.web.common.CommonExceptionPresenter.presentException(CommonExceptionPresenter.java:269) com.rim.bes.bas.web.common.CommonExceptionPresenter.presentException(CommonExceptionPresenter.java:113) $ExceptionPresenter_12d51b7c2cf.presentException($ExceptionPresenter_12d51b7c2cf.java) org.apache.tapestry.engine.AbstractEngine.activateExceptionPage(AbstractEngine.java:121) org.apache.tapestry.engine.AbstractEngine.service(AbstractEngine.java:280) org.apache.tapestry.services.impl.InvokeEngineTerminator.service(InvokeEngineTerminator.java:60) $WebRequestServicer_12d51b7c3b5.service($WebRequestServicer_12d51b7c3b5.java) com.rim.bes.bas.web.console.ObjectCacheServiceFilter.service(ObjectCacheServiceFilter.java:72) $WebRequestServicerFilter_12d51b7c3b9.service($WebRequestServicerFilter_12d51b7c3b9.java) $WebRequestServicer_12d51b7c3bb.service($WebRequestServicer_12d51b7c3bb.java) com.rim.bes.bas.web.common.ServiceFilter.service(ServiceFilter.java:84) $WebRequestServicerFilter_12d51b7c3b7.service($WebRequestServicerFilter_12d51b7c3b7.java) $WebRequestServicer_12d51b7c3bb.service($WebRequestServicer_12d51b7c3bb.java) $WebRequestServicer_12d51b7c3b1.service($WebRequestServicer_12d51b7c3b1.java) org.apache.tapestry.services.impl.WebRequestServicerPipelineBridge.service(WebRequestServicerPipelineBridge.java:56) $ServletRequestServicer_12d51b7c397.service($ServletRequestServicer_12d51b7c397.java) org.apache.tapestry.request.DecodedRequestInjector.service(DecodedRequestInjector.java:55) $ServletRequestServicerFilter_12d51b7c393.service($ServletRequestServicerFilter_12d51b7c393.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) org.apache.tapestry.multipart.MultipartDecoderFilter.service(MultipartDecoderFilter.java:52) $ServletRequestServicerFilter_12d51b7c391.service($ServletRequestServicerFilter_12d51b7c391.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) org.apache.tapestry.services.impl.SetupRequestEncoding.service(SetupRequestEncoding.java:53) $ServletRequestServicerFilter_12d51b7c395.service($ServletRequestServicerFilter_12d51b7c395.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) $ServletRequestServicer_12d51b7c305.service($ServletRequestServicer_12d51b7c305.java) org.apache.tapestry.ApplicationServlet.doService(ApplicationServlet.java:123) com.rim.bes.bas.web.common.BASApplicationServlet.doService(BASApplicationServlet.java:153) org.apache.tapestry.ApplicationServlet.doGet(ApplicationServlet.java:79) javax.servlet.http.HttpServlet.service(HttpServlet.java:617) javax.servlet.http.HttpServlet.service(HttpServlet.java:717) com.rim.bes.bas.web.console.LoginDispatcher.processRequest(LoginDispatcher.java:146) com.rim.bes.bas.web.console.LoginDispatcher.doGet(LoginDispatcher.java:79) javax.servlet.http.HttpServlet.service(HttpServlet.java:617) javax.servlet.http.HttpServlet.service(HttpServlet.java:717) com.rim.bes.bas.web.common.ResponseHeadersFilter.doFilter(ResponseHeadersFilter.java:85) com.rim.bes.bas.web.console.VSJSupportFilter.doFilter(VSJSupportFilter.java:228) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:96) root cause org.apache.hivemind.ApplicationRuntimeException: Missing classpath resource '/com/rim/bes/bas/web/adminconsole/pages/login/SystemError.page'. [context:/WEB-INF/webAdminConsole.application, line 25, column 37] org.apache.tapestry.asset.ClasspathAssetFactory.createAbsoluteAsset(ClasspathAssetFactory.java:61) $AssetFactory_12d51b7c400.createAbsoluteAsset($AssetFactory_12d51b7c400.java) org.apache.tapestry.asset.ContextAssetFactory.createAsset(ContextAssetFactory.java:66) $AssetFactory_12d51b7c3fe.createAsset($AssetFactory_12d51b7c3fe.java) $AssetFactory_12d51b7c404.createAsset($AssetFactory_12d51b7c404.java) $AssetFactory_12d51b7c2ff.createAsset($AssetFactory_12d51b7c2ff.java) org.apache.tapestry.asset.AssetSourceImpl.findAsset(AssetSourceImpl.java:64) $AssetSource_12d51b7c3fa.findAsset($AssetSource_12d51b7c3fa.java) org.apache.tapestry.services.impl.NamespaceResourcesImpl.findSpecificationResource(NamespaceResourcesImpl.java:61) org.apache.tapestry.services.impl.NamespaceResourcesImpl.getPageSpecification(NamespaceResourcesImpl.java:71) org.apache.tapestry.engine.Namespace.locatePageSpecification(Namespace.java:264) org.apache.tapestry.engine.Namespace.getPageSpecification(Namespace.java:172) org.apache.tapestry.resolver.PageSpecificationResolverImpl.resolve(PageSpecificationResolverImpl.java:131) $PageSpecificationResolver_12d51b7c3f4.resolve($PageSpecificationResolver_12d51b7c3f4.java) $PageSpecificationResolver_12d51b7c3f5.resolve($PageSpecificationResolver_12d51b7c3f5.java) org.apache.tapestry.pageload.PageSource.getPage(PageSource.java:115) $IPageSource_12d51b7c2e5.getPage($IPageSource_12d51b7c2e5.java) org.apache.tapestry.engine.RequestCycle.loadPage(RequestCycle.java:268) org.apache.tapestry.engine.RequestCycle.getPage(RequestCycle.java:251) org.apache.tapestry.error.ExceptionPresenterImpl.presentException(ExceptionPresenterImpl.java:40) com.rim.bes.bas.web.common.CommonExceptionPresenter.presentException(CommonExceptionPresenter.java:269) com.rim.bes.bas.web.common.CommonExceptionPresenter.presentException(CommonExceptionPresenter.java:113) $ExceptionPresenter_12d51b7c2cf.presentException($ExceptionPresenter_12d51b7c2cf.java) org.apache.tapestry.engine.AbstractEngine.activateExceptionPage(AbstractEngine.java:121) org.apache.tapestry.engine.AbstractEngine.service(AbstractEngine.java:280) org.apache.tapestry.services.impl.InvokeEngineTerminator.service(InvokeEngineTerminator.java:60) $WebRequestServicer_12d51b7c3b5.service($WebRequestServicer_12d51b7c3b5.java) com.rim.bes.bas.web.console.ObjectCacheServiceFilter.service(ObjectCacheServiceFilter.java:72) $WebRequestServicerFilter_12d51b7c3b9.service($WebRequestServicerFilter_12d51b7c3b9.java) $WebRequestServicer_12d51b7c3bb.service($WebRequestServicer_12d51b7c3bb.java) com.rim.bes.bas.web.common.ServiceFilter.service(ServiceFilter.java:84) $WebRequestServicerFilter_12d51b7c3b7.service($WebRequestServicerFilter_12d51b7c3b7.java) $WebRequestServicer_12d51b7c3bb.service($WebRequestServicer_12d51b7c3bb.java) $WebRequestServicer_12d51b7c3b1.service($WebRequestServicer_12d51b7c3b1.java) org.apache.tapestry.services.impl.WebRequestServicerPipelineBridge.service(WebRequestServicerPipelineBridge.java:56) $ServletRequestServicer_12d51b7c397.service($ServletRequestServicer_12d51b7c397.java) org.apache.tapestry.request.DecodedRequestInjector.service(DecodedRequestInjector.java:55) $ServletRequestServicerFilter_12d51b7c393.service($ServletRequestServicerFilter_12d51b7c393.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) org.apache.tapestry.multipart.MultipartDecoderFilter.service(MultipartDecoderFilter.java:52) $ServletRequestServicerFilter_12d51b7c391.service($ServletRequestServicerFilter_12d51b7c391.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) org.apache.tapestry.services.impl.SetupRequestEncoding.service(SetupRequestEncoding.java:53) $ServletRequestServicerFilter_12d51b7c395.service($ServletRequestServicerFilter_12d51b7c395.java) $ServletRequestServicer_12d51b7c399.service($ServletRequestServicer_12d51b7c399.java) $ServletRequestServicer_12d51b7c305.service($ServletRequestServicer_12d51b7c305.java) org.apache.tapestry.ApplicationServlet.doService(ApplicationServlet.java:123) com.rim.bes.bas.web.common.BASApplicationServlet.doService(BASApplicationServlet.java:153) org.apache.tapestry.ApplicationServlet.doGet(ApplicationServlet.java:79) javax.servlet.http.HttpServlet.service(HttpServlet.java:617) javax.servlet.http.HttpServlet.service(HttpServlet.java:717) com.rim.bes.bas.web.console.LoginDispatcher.processRequest(LoginDispatcher.java:146) com.rim.bes.bas.web.console.LoginDispatcher.doGet(LoginDispatcher.java:79) javax.servlet.http.HttpServlet.service(HttpServlet.java:617) javax.servlet.http.HttpServlet.service(HttpServlet.java:717) com.rim.bes.bas.web.common.ResponseHeadersFilter.doFilter(ResponseHeadersFilter.java:85) com.rim.bes.bas.web.console.VSJSupportFilter.doFilter(VSJSupportFilter.java:228) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:96) Can you help me? Thank you! same question on bbforums

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  • CRM@Oracle Series: Complete Customer Intelligence

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    How do you to get sales folks to use a CRM system? Ah, the age-old question (well, at least the one that has been around for the past 10-15 years). Of course, some combination of "Carrot and Stick" always come up as possible answers. You hear talk about, "WIFM" or "What's in it For Me?" Oracle's internal implementation of Customer 360 consolidates all customer information in one place in Siebel CRM and enables the sales rep to present one-face to the customer. Additionally, Customer 360 provides customer intelligence and prospecting tools making it a darn nice "Carrot" for our sales teams to chew on. Check out today's slidecast for an overview. CRM@Oracle - Customer 360 Click here to learn more about Siebel CRM and other Oracle CRM products and here to learn about customers using Oracle CRM. Are you enjoying the CRM@Oracle Series? If you have a particular CRM area or function which you'd like to hear how Oracle implemented it internally, let us know and we'll get it on our list.

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  • Reaching the Pinnacle of Customer Experience : Customer Concepts WebTV #2

    - by Richard Lefebvre
    The challenge has never been greater – globalization increases consumer choice and quickly converts products into mere commodities. Leading companies understand that delivering exceptional customer experiences and building brand equity are vital for success. Please join us for an exclusive Web TV broadcast to hear how companies are enriching interactions differently with their customers to drive measurable business value. Our panel of experts including customers, industry thought leaders and Oracle executives will discuss how to refine the customer experience and build a digital experience to win new clients and maximise customer retention. Register now for this pan-European interactive Web TV show on Friday, July 6 at 10 a.m. BST / 11 a.m. CET. Watch and share the teaser video  REPLAY Fusion CRM Sales - Performance Management on demand: Watch and share the teaser video and replay.

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  • Catch Oracle Today and Tomorrow at Forrester’s Customer Experience Forum 2012 East

    - by Christie Flanagan
    Continuing our coverage of the customer experience revolution this week, don’t miss a chance to catch up with Oracle at Forrester’s Customer Experience Forum 2012 East today and tomorrow in New York City. The theme for this year’s Forum is “Outside In: The Power Of Putting Customers At The Center Of Your Business” and will take a look at important questions surrounding how to transform your company in order to take best advantage of the customer experience revolution: Why is customer experience the greatest untapped source of cost savings and increased revenue today? What is the key to understanding and taking control of your customer experience ecosystem? What are the six essential customer experience disciplines? Which companies have adopted best-in-class customer experience practices? How do customer experience strategies drive differentiating activities and processes at top companies? Which organizations appoint a chief customer officer to lead their customer experience efforts? What is the future of customer experience? How can you design an enterprise wide customer experience? How can you measure the results of your customer experience efforts? As a gold sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forum.  Here are some of the highlights:Oracle Speaking SessionTuesday, June 26, 2:10pm – 2:40pmThe Customer And YOU — Today’s Winners Are Defined By Customer ExperienceAnthony Lye, Senior Vice President of Customer Relationship Management, OracleCome hear Anthony Lye, Senior Vice President of Customer Relationship Management at Oracle, explain how leading companies are investing in customer experience solutions to enrich all interactions between a customer and their company. He will discuss Oracle's vision for transforming your customer engagement, insight, and execution into a connected, personalized, and rewarding experience across all touchpoints and interactions. He will demonstrate how great customer experiences generate real business results by attracting more customers, retaining more customers, and generating more sales while improving operational efficiency.Solution ShowcaseTuesday, June 26th9:45am - 10:30am - Morning Networking Break in the Solutions Showcase11:45am – 1:15pm - Networking Lunch an Dessert in the Solutions Showcase2:40pm – 3:25pm - Afternoon Break in the Solutions Showcase5:30pm – 7:00pm - Networking Reception in the Solutions ShowcaseWednesday, June 27th9:45am - 10:30am - Morning Networking Break in the Solutions Showcase12:20pm -1:20pm - Networking Lunch and Dessert in the Solutions ShowcaseWe hope to see you there! Webcast: Learn How Ancestry.com Delivers Exceptional Online Customer Experience with Oracle WebCenterDate: Thursday, June 28, 2012Time: 10:00 AM PDT/ 1:00 PM EDT Ancestry.com is the world’s largest online family history resource, providing an engaging customer experience to more than 1.7 million members. With a wealth of learning resources and a worldwide community of family history enthusiasts, Ancestry.com helps people discover their roots and tell their family stories. Key to Ancestry.com’s success has been the delivery of an online customer experience that converts site visitors into paying subscribers and keeps them coming back. Register now to learn how Ancestry.com delivers an exception customer experience using Oracle WebCenter Sites. Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

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  • Windows - Use Local Service and/or Network Service account for a windows service

    - by user19185
    I've created a window's service that monitors files on a specific directory on our Windows OS. When a file is detected, the service does some file I/O, reads the files, creates sub-directories, etc. This service also uses database connectivity to connect to another server. My plan is to have the service run as the default "Local Service" account. Since I need to allow write/read privileges, which apparently the "Local Service" account does not do by default, I'm going to explicitly set "Full Control" privileges for the "Local Service" account on the folder that I'm reading/writing to and from. I believe the above is a good . My question is, for the folder that I'm reading and writing to, do I need to setup a "Network Service" role with full control access? I'm wondering since my service uses database connectivity to another server, if I'll need the "Network Service" account setup. I may be misunderstanding what the "Network Service" account does.

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