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  • Customer retention - why most companies have it wrong

    - by Michel Adar
    At least in the US market it is quite common for service companies to offer an initially discounted price to new customers. While this may attract new customers and robe customers from competitors, it is my argument that it is a bad strategy for the company. This strategy gives an incentive to change companies and a disincentive to stay with the company. From the point of view of the customer, after 6 months of being a customer the company rewards the loyalty by raising the price. A better strategy would be to reward customers for staying with the company. For example, by lowering the cost by 5% every year (compound discount so it does never get to zero). This is a very rational thing to do for the company. Acquiring new customers and setting up their service is expensive, new customers also tend to use more of the common resources like customer service channels. It is probably true for most companies that the cost of providing service to a customer of 10 years is lower than providing the same service in the first year of a customer's tenure. It is only logical to pass these savings to the customer. From the customer point of view, the competition would have to offer something very attractive, whether in terms of price or service, in order for the customer to switch. Such a policy would give an advantage to the first mover, but would probably force the competitors to follow suit. Overall, I would expect that this would reduce the mobility in the market, increase loyalty, increase the investment of companies in loyal customers and ultimately, increase competition for providing a better service. Competitors may even try to break the scheme by offering customers the porting of their tenure, but that would not work that well because it would disenchant existing customers and would be costly, assuming that it is costlier to serve a customer through installation and first year. What do you think? Is this better than using "save offers" to retain flip-floppers?

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  • Improved Customer Experience, but at what Cost? See the DELL Computer experience with RTD

    - by Richard Lefebvre
    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. Video link By Tony Berk on Nov 15, 2012

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  • Is there such a thing as too much experience?

    - by sunpech
    For modern software developers in today's world, is there such a thing as having too much experience with a certain technology or programming language? To a recruiter, interviewer, or company hiring-- could there often be cases where a particular candidate has so much experience in a certain area or technology where it works against the candidate to being hired? I'm not talking about cases where a senior developer is applying for an entry-level developer position, and has a lot of experience in that sense. Nor am I talking about cases where a candidate is outright lying (e.g. 20+ years experience with Ruby on Rails). I've overheard this in conversations between hiring managers/developers during happy hours, yet I'm not quite sure I fully understand what they mean.

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  • Oracle at The Forrester Customer Intelligence and Marketing Leadership Forums

    - by Christie Flanagan
    The Forrester Customer Intelligence Forum and the Forrester Marketing Leadership Forums will soon be here.  This year’s events will be co-located on April 18-19 at the J.W. Marriott at the L.A. Live entertainment complex in downtown Los Angeles.  Last year’s Marketing Forum was quite memorable for me.  You see, while Forrester analysts and business marketers were busy mingling over at the Marriott, another marketing powerhouse was taking up residence a few feet away at The Staples Center.  That’s right folks. Lada Gaga was coming to town.  And, as I came to learn, it made perfect sense for Lady Gaga and her legions of fans to be sharing a small patch of downtown L.A. with marketing leaders from all over the world.  After all, whether you like Lady Gaga or not, what pop star in recent memory has done more to build herself into a brand and to create an engaging, social and interactive customer experience for her Little Monsters?  While Lady Gaga won’t be back in town for this year’s Forrester events, there are still plenty of compelling reasons to make the trip out to Los Angeles.   The theme for The Forrester Customer Intelligence and Marketing Leadership Forums this year is “From Cool To Critical: Creating Engagement In The Age Of The Customer” and will tackle the important questions about how marketers can survive and thrive in the age of the empowered customer: •    How can you assess consumer uptake of new innovations?•    How do you build deep customer knowledge to drive competitive advantage?•    How do you drive deep, personalized customer engagement?•    What is more valuable — eyeballs or engagement?•    How do business customers engage in new media types?•    How can you tie social data to corporate data?•    Who should lead the movement to customer obsession?•    How should you shift your planning and measurement approaches to accommodate more data and a higher signal-to-noise ratio?•    What role does technology play in customizing and synchronizing marketing efforts across channels?As a platinum sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forums.  Here are some of the highlights:Oracle Speaking SessionThursday, April 19, 9:15am – 9:55amMaximize Customer Engagement and Retention with Integrated Marketing & LoyaltyMelissa Boxer, Vice President, Oracle CRM Marketing & LoyaltyCustomers expect to interact with your company, brand and products in more ways than ever before.   New 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. While Marketing's objectives (attract, convert, retain) remain fundamentally the same, your approach and tools must adapt quickly to succeed in this more complex, cross-channel world. Hear how leading brands are using Oracle's integrated marketing and loyalty solutions to maximize customer engagement and retention through better planning, execution, and measurement of synchronized cross-channel marketing initiatives.Solution ShowcaseWednesday, April 1810:20am – 11:50am 12:30pm – 1:30pm2:55pm – 3:40pmThursday, April 199:55am – 10:40am12:00pm – 1:00pmSolution Showcase & Networking ReceptionWednesday, April 185:10pm – 6:20pmBe sure to follow the #webcenter hashtag for updates on these events.  And for a more considered perspective on what Lady Gaga can teach businesses about branding and customer experience, check out Denise Lee Yohn’s post, Lessons from Lady Gaga from the Brand as Business Bites blog.

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  • Does Your Customer Engagement Create an Ah Feeling?

    - by Richard Lefebvre
    An (Oracle CX Blog) article by Christina McKeon Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue that brands don’t want to leave customers with this “ah” feeling. Since 94% of customers who have a low-effort service experience will buy from that company again, it makes financial sense for brands.1 Some brands are thinking differently about how they engage their customers to create ah feelings. How do they do it? Toyota is a great example of using smart assistance technology to understand customer intent and answer questions before customers hit the submit button online. What is unique in this situation is that Toyota captures intent while customers are filling out email forms. Toyota analyzes the data in the form and suggests responses before the customer sends the email. The customer gets the right answer, and the email never makes it to your contact center — which makes you and the customer happy. Most brands are fully aware of chat as a service channel, but some brands take chat to a whole new level. Beauty.com, part of the drugstore.com and Walgreens family of brands, uses live chat to replicate the personal experience that one would find at high-end department store cosmetic counters. Trained beauty advisors, all with esthetician or beauty counter experience, engage in live chat sessions with online shoppers to share immediate advice on the best products for their personal needs. Agents can watch customer activity online and determine the right time to reach out and offer help, just as help would be offered in a brick-and-mortar store. And, agents can co-browse along with the customer helping customers with online check-out. These personal chat discussions also give Beauty.com the opportunity to present products, advertise promotions, and resolve customer issues when they arise. Beauty.com converts approximately 25% of chat sessions into product orders. Photobox, the European market leader in online photo services, wanted to deliver personal and responsive service to its 24 million members. It ensures customer inquiries on personalized photo products are routed based on agent knowledge so customers get what they need from the company experts. By using a queuing system to ensure that the agent with the most appropriate knowledge handles the query, agent productivity increased while response times to 1,500 customer queries per day decreased. A real-time dashboard prevents agents from being overloaded with queries. This approach has produced financial results with a 15% increase in sales to existing customers and a 45% increase in orders from newly referred customers.

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  • Delving into design patterns, and what that means for the Oracle user experience

    - by Kathy.Miedema
    By Kathy Miedema, Oracle Applications User Experience George Hackman, Senior Director, Applications User Experiences The Oracle Applications User Experience team has some exciting things happening around Fusion Applications design patterns. Because we’re hoping to have some new offerings soon (stay tuned with VoX to see what’s in the pipeline around Fusion Applications design patterns), now is a good time to talk more about what design patterns can do for the individual user as well as the entire company. George Hackman, Senior Director of Operations User Experience, says the first thing to note is that user experience is not just about the user interface. It’s about understanding how people do things, observing them, and then finding the patterns that emerge. The Applications UX team develops those patterns and then builds them into Oracle applications. What emerges, Hackman says, is a consistent, efficient user experience that promotes a productive workplace. Creating design patterns What is a design pattern in the context of enterprise software? “Every day, people use technology to get things done,” Hackman says. “They navigate a virtual world that reaches from enterprise to consumer apps, and from desktop to mobile. This virtual world is constantly under construction. New areas are being developed and old areas are being redone. As this world is being built and remodeled, efficient pathways and practices emerge. “Oracle's user experience team watches users navigate this world. We measure their productivity and ask them about their satisfaction. We take the most efficient, most productive pathways from the enterprise and consumer world and turn them into Oracle's user experience patterns.” Hackman describes the process as combining all of the best practices from every part of a user’s world. Members of the user experience team observe, analyze, design, prototype, and measure each work task to find the best possible pattern for a particular work flow. As the team builds the patterns, “we make sure they are fully buildable using Oracle technology,” Hackman said. “So customers know they can use these patterns. There’s no need to make something up from scratch, not knowing whether you can even build it.” Hackman says that creating something on a computer is a good example of a user experience pattern. “People are creating things all the time,” he says. “On the consumer side, they are creating documents. On the enterprise side, they are creating expense reports. On a mobile phone, they are creating contacts. They are using different apps like iPhone or Facebook or Gmail or Oracle software, all doing this creation process.” The Applications UX team starts their process by observing how people might create something. “We observe people creating things. We see the patterns, we analyze and document, then we apply them to our products. It might be different from phone to web browser, but we have these design patterns that create a consistent experience across platforms, and across products, too. The result for customers Oracle constantly improves its part of the virtual world, Hackman said. New products are created and existing products are upgraded. Because Oracle builds user experience design patterns, Oracle's virtual world becomes both more powerful and more familiar at the same time. Because of design patterns, users can navigate with ease as they embrace the latest technology – because it behaves the way they expect it to. This means less training and faster adoption for individual users, and more productivity for the business as a whole. Hackman said Oracle gives customers and partners access to design patterns so that they can build in the virtual world using the same best practices. Customers and partners can extend applications with a user experience that is comfortable and familiar to their users. For businesses that are integrating different Oracle applications, design patterns are key. The user experience created in E-Business Suite should be similar to the user experience in Fusion Applications, Hackman said. If a user is transitioning from one application to the other, it shouldn’t be difficult for them to do their work. With design patterns, it isn’t. “Oracle user experience patterns are the building blocks for the virtual world that ensure productivity, consistency and user satisfaction,” Hackman said. “They are built for the enterprise, but incorporate the best practices from across the virtual world. They empower productivity and facilitate social interaction. When you build with patterns, you get all the end-user benefits of less training / retraining from the finished product. You also get faster / cheaper development.” What’s coming? You can already access design patterns to help you build Dashboards with OBIEE here. And we promised you at the beginning that we had something in the pipeline on Fusion Applications design patterns. Look for the announcement about when they are available here on VoX.

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  • Need help deciding if Joomla! experience as a good metric for hiring a particular prospective employee.

    - by Stephen
    My company has been looking to hire a PHP developer. Some of the requirements for the job include: an understanding of design patterns, particularly MVC. some knowledge of PHP 5.3's new features. experience working with a PHP framework (it doesn't matter which one). I interviewed a man today who's primary work experience involved working with Joomla!. As an employee, he will be required to work on existing and new web applications that use Zend Framework, CakePHP and/or CodeIgniter. It is my opinion that we shouldn't dismiss hiring a developer just because he has not used the same technologies that he'll be using on the job. So, I'd like to know about the kind of coding experience working with Joomla! can provide. I've never bothered to take more than a brief look (if that) at the Joomla! package, so I'm hoping to lean on the knowledge of my peers. Would you consider Joomla! to contain a professional code-base? Is the package well organized, and/or OO in general, or is it more like WordPress where logic and presentation are commingled? When working with Joomla!, is the developer encouraged to use best practices? In your opinion, would experience working with Joomla! garner the skills needed to get up to speed with Zend or CakePHP quickly, or will there be a steep learning curve ahead of the developer? I'm not saying that Joomla! is a bad technology, or even that it is lower on the totem pole when compared to the frameworks I've mentioned. Maybe it's awesome, I dunno. I simply have no idea!

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  • Oracle Customer Experience events in EMEA: Empowering People, Powering Brands

    - by Richard Lefebvre
    What makes for an exceptional customer experience? What are the organizational, technical and mindset prerequisites for making it a reality? And how ca a company sustain it? => Join one of the following Oracle's Customer Experience events (open to partners and customers) accross Europe <= Amsterdam - 27th September 2012  Milano - 27th September 2012 Madrid - 10th October 2012 London - 18th October 2012 Paris - 25th October (link to registration to be open soon) Other dates & locations to be relased -> Gain insight on what challenges must be addressed and how CX solutions can help deliver great customer experiences across the customer lifecycle and every interaction point. -> Learn how customer experience drives measurable business value by accelerating new customer acquisition, maximizing customer retention, improving operational efficiency and increasing total sales. This is your chance to transition your customer experience management strategies into the 21st century to create tomorrow's experiences today. This interactive event will deliver you the opportunity to learn from and network with your peers and experts.

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  • Need help in filtering the data with various condition and filling in scroll window GP

    - by Rahul
    Hi all, I am filtering the data and displaying in scroll window. There are many combination to display this data by customer id, customer id and itemnumber, customer id, itemnumber, work and history condition. And from date and To date condition. My query is when I am selecting the customer id and work or history table it should display the corresponding data. Like select * from price history where customerid=’custid’ and name=’Work’. It should display in scroll only these values none other it the same way history condition should work. Work and History are in check box. In my case whatever range I am selecting whether Work and History always loading with entire data, so it’s not filtering properly. My second problem is if I select from date and keep empty to date …in this case all the data should display from selected from date to end of table data. But I am not getting….pls somebody help me here is my entire coding: if empty('Customer Number') then warning "Select Customer ID"; focus 'Customer Number'; abort script; end if; if '(L) RadioGroup4' of window Window1 of form 'Customer Pricing Inquiry'=1 then if empty(Date) then abort script; focus Date; end if; end if; if not empty('(L) Date') then if '(L) Date' {if not empty(Date) and empty('(L) Date') then warning"Please enter To Date"; focus field '(L) Date'; abort script; end if;} range clear table Display_Pricing_Temp; clear field 'Customer Number' of table Display_Pricing_Temp; range start table Display_Pricing_Temp; fill field 'Customer Number' of table Display_Pricing_Temp; range end table Display_Pricing_Temp; remove range table Display_Pricing_Temp; range clear table Display_Pricing; if '(L) Checkbox0' =true and '(L) Checkbox2'=true and empty('Item Code' of window Window1 of form 'Customer Pricing Inquiry') and str(Date of window Window1 of form 'Customer Pricing Inquiry')="0/0/0000" then {range clear table Display_Pricing;} range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and ("+ physicalname(Name of table Display_Pricing)+ "='History' or "+ physicalname(Name of table Display_Pricing)+ "='Work')"; {range clear table Display_Pricing;} end if; if '(L) Checkbox0' =true or '(L) Checkbox2'=true then {{Only Item No is there} if not empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=false and str('(L) Date')="0/0/0000" then range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"'"; end if; } if empty('(L) Date') and not empty(Date) then {date work hist item} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; {date work hist } if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; {date,work,item code} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='Work' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; {date history item code} if not empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='History' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; {date,work} if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and not empty(Date) then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='Work' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) "; range clear table Display_Pricing; end if; {date history } if empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='History' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102)" ; range clear table Display_Pricing; end if; end if; if not empty('(L) Date') and not empty(Date) then {Only Item No is there and work} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='Work'"; range clear table Display_Pricing; end if; if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')"; range clear table Display_Pricing; end if; {date work hist item} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date work hist } if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and ("+ physicalname(Name of table Display_Pricing)+ "='Work' or " +physicalname(Name of table Display_Pricing)+ "='History')and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date,work,item code} if not empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='Work' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date history item code} if not empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='History' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date work} {date,work} if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and not empty(Date) then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='Work' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; {date history } if empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)<"0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='History' and convert(datetime,convert(varchar(20)," +physicalname(Date of table Display_Pricing)+"),102) between convert(datetime,convert(varchar(20),'"+ str(Date of window Window1 of form 'Customer Pricing Inquiry')+ "'),102) and convert(datetime,convert(varchar(20),'"+ str('(L) Date' of window Window1 of form 'Customer Pricing Inquiry') +"'),102)"; range clear table Display_Pricing; end if; end if; {Only Item No is there and hist} if not empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname('Item Number' of table Display_Pricing)+ "='"+ str('Item Code')+"' and "+ physicalname(Name of table Display_Pricing)+ "='History'"; range clear table Display_Pricing; end if; {for only work table } if empty('Item Code') and '(L) Checkbox0' =true and '(L) Checkbox2'=false and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='Work'"; range clear table Display_Pricing; end if; {for only hist table } if empty('Item Code') and '(L) Checkbox0' =false and '(L) Checkbox2'=true and str(Date)="0/0/0000" then range clear table Display_Pricing; range table Display_Pricing where physicalname('Customer Number' of table Display_Pricing) + "= '" + str('Customer Number' of window Window1) + "' and "+ physicalname(Name of table Display_Pricing)+ "='History'"; range clear table Display_Pricing; end if; get first table Display_Pricing; if err() = OKAY then repeat copy from table Display_Pricing to table Display_Pricing_Temp; save table Display_Pricing_Temp; get next table Display_Pricing; until err() = EOF; else clear window Price_Scroll of form 'Customer Pricing Inquiry'; end if; else clear window Price_Scroll of form 'Customer Pricing Inquiry'; end if; fill window Price_Scroll table Display_Pricing_Temp by number 1;

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  • How do I explain to HR that my work experience is relevant even if it doesn't match the keywords in the job description?

    - by Dmitri
    I am looking at a job with a great company and in a field that I really want to be in. Unfortunalty, what they want is someone with "experience with ASP (VB), T-SQL in a production environment." But I've never done anything except with FOSS tools: C, Ruby(straight and RoR), Perl, MySQL, et c. I'm thinking that I could probably pick up VB without much trouble (I took a class that used it on college, was impressed at how easy it was to construct Windows UIs, but I've never needed it) Is there any way that I can demonstrate that my experience is similar? What would equivalent experience be in the FOSS world?

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  • Performance required to improve Windows Experience Index?

    - by Ian Boyd
    Is there a guide on the metrics required to obtain a certain Windows Experience Index? A Microsoft guy said in January 2009: On the matter of transparency, it is indeed our plan to disclose in great detail how the scores are calculated, what the tests attempt to measure, why, and how they map to realistic scenarios and usage patterns. Has that amount of transparency happened? Is there a technet article somewhere? If my score was limited by my Memory subscore of 5.9. A nieve person would suggest: Buy a faster RAM Which is wrong of course. From the Windows help: If your computer has a 64-bit central processing unit (CPU) and 4 gigabytes (GB) or less random access memory (RAM), then the Memory (RAM) subscore for your computer will have a maximum of 5.9. You can buy the fastest, overclocked, liquid-cooled, DDR5 RAM on the planet; you'll still have a maximum Memory subscore of 5.9. So in general the knee-jerk advice "buy better stuff" is not helpful. What i am looking for is attributes required to achieve a certain score, or move beyond a current limitation. The information i've been able to compile so far, chiefly from 3 Windows blog entries, and an article: Memory subscore Score Conditions ======= ================================ 1.0 < 256 MB 2.0 < 500 MB 2.9 <= 512 MB 3.5 < 704 MB 3.9 < 944 MB 4.5 <= 1.5 GB 5.9 < 4.0GB-64MB on a 64-bit OS Windows Vista highest score 7.9 Windows 7 highest score Graphics Subscore Score Conditions ======= ====================== 1.0 doesn't support DX9 1.9 doesn't support WDDM 4.9 does not support Pixel Shader 3.0 5.9 doesn't support DX10 or WDDM1.1 Windows Vista highest score 7.9 Windows 7 highest score Gaming graphics subscore Score Result ======= ============================= 1.0 doesn't support D3D 2.0 supports D3D9, DX9 and WDDM 5.9 doesn't support DX10 or WDDM1.1 Windows Vista highest score 6.0-6.9 good framerates (e.g. 40-50fps) at normal resoltuions (e.g. 1280x1024) 7.0-7.9 even higher framerates at even higher resolutions 7.9 Windows 7 highest score Processor subscore Score Conditions ======= ========================================================================== 5.9 Windows Vista highest score 6.0-6.9 many quad core processors will be able to score in the high 6 low 7 ranges 7.0+ many quad core processors will be able to score in the high 6 low 7 ranges 7.9 8-core systems will be able to approach 8.9 Windows 7 highest score Primary hard disk subscore (note) Score Conditions ======= ======================================== 1.9 Limit for pathological drives that stop responding when pending writes 2.0 Limit for pathological drives that stop responding when pending writes 2.9 Limit for pathological drives that stop responding when pending writes 3.0 Limit for pathological drives that stop responding when pending writes 5.9 highest you're likely to see without SSD Windows Vista highest score 7.9 Windows 7 highest score Bonus Chatter You can find your WEI detailed test results in: C:\Windows\Performance\WinSAT\DataStore e.g. 2011-11-06 01.00.19.482 Disk.Assessment (Recent).WinSAT.xml <WinSAT> <WinSPR> <DiskScore>5.9</DiskScore> </WinSPR> <Metrics> <DiskMetrics> <AvgThroughput units="MB/s" score="6.4" ioSize="65536" kind="Sequential Read">89.95188</AvgThroughput> <AvgThroughput units="MB/s" score="4.0" ioSize="16384" kind="Random Read">1.58000</AvgThroughput> <Responsiveness Reason="UnableToAssess" Kind="Cap">TRUE</Responsiveness> </DiskMetrics> </Metrics> </WinSAT> Pre-emptive snarky comment: "WEI is useless, it has no relation to reality" Fine, how do i increase my hard-drive's random I/O throughput? Update - Amount of memory limits rating Some people don't believe Microsoft's statement that having less than 4GB of RAM on a 64-bit edition of Windows doesn't limit the rating to 5.9: And from xxx.Formal.Assessment (Recent).WinSAT.xml: <WinSPR> <LimitsApplied> <MemoryScore> <LimitApplied Friendly="Physical memory available to the OS is less than 4.0GB-64MB on a 64-bit OS : limit mem score to 5.9" Relation="LT">4227858432</LimitApplied> </MemoryScore> </LimitsApplied> </WinSPR> References Windows Vista Team Blog: Windows Experience Index: An In-Depth Look Understand and improve your computer's performance in Windows Vista Engineering Windows 7 Blog: Engineering the Windows 7 “Windows Experience Index”

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  • Customer Interaction Group (NL) becomes the first Oracle EMEA partner that Achieves OPN Specialization for Oracle RightNow CX Cloud Service

    - by Richard Lefebvre
    Oracle Recognizes Customer Interaction Group for Expertise in Oracle RightNow CX Cloud Service Customer Interaction Group, specialists in customer contact and a Gold level member of Oracle® PartnerNetwork (OPN), today announced it has achieved OPN Specialized status for Oracle RightNow CX Cloud Service. To achieve OPN Specialized status, Oracle partners are required to meet a stringent set of requirements that are based on the needs and priorities of the customer and partner community. By achieving a Specialized distinction, Customer Interaction Group has been recognized by Oracle for its expertise in delivering services specifically around Oracle RightNow CX Cloud Service through competency development, business results and proven success.   “As valued Oracle partner it is very important to us to achieve this specialization. With this recognition we guarantee our customers professionalism in each project, from advisory tasks to complex implementations. This allows Customer Interaction Group not only a deepening realization towards optimizing customer interaction, but also to service delivery through various media channels. As a result, our customers are able to service their customers on a higher level” says Hanjo Huizing, CEO of Customer Interaction Group. “Oracle congratulates The Customer Interaction Group with becoming specialized Oracle RightNow partner. Oracle’s Specialization Program is a trusted status and brand, which allows our most experienced and committed partners to differentiate themselves in the marketplace and gain a competitive edge by spotlighting their strengths and special skills” said Richard Lefebvre, head of the Oracle EMEA CRM&CX Partner Community. In today’s competitive markets, successful businesses can successfully stand out by offering their customers good customer service combined with excellent accessibility. Our mission is to help businesses configure and optimize the full range of customer contact. We have the knowledge, experience and tools to develop practical and innovative solutions for customer interaction processes. Our customers as fonq.nl (web department store) and CitizenM (hotels) are working successfully with Oracle RightNow CX Cloud Service. They both serve their customers not only in The Netherlands but also in a lot of countries in Europe. Our focus is on the delivery of excellent customer service at a lower cost. Our objective is to increase return on customer contact and to give customers a positive experience. About Customer Interaction Group Customer Interaction Group specializes in delivering and optimizing customer interaction solutions for voice, web, and social interactions. Armed with the knowledge, experience and solutions, they provide solutions and consulting services to companies seeking to deliver superior customer experiences. The core method and approach of Customer Interaction Group is to translate business problems and processes into practical interaction solutions. Based in Amsterdam, the Netherlands, The Customer Interaction Group serves customers all over Europe. Follow us on Twitter @CustIntGroup, Facebook.com/custintgroup, linkedin.com/company/customer-interaction-group or visit our website www.custintgroup.com About Oracle PartnerNetwork Oracle PartnerNetwork (OPN) Specialized is the latest version of Oracle's partner program that provides partners with tools to better develop, sell and implement Oracle solutions. OPN Specialized offers resources to train and support specialized knowledge of Oracle products and solutions and has evolved to recognize Oracle's growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to differentiate through Specializations. Specializations are achieved through competency development, business results, expertise and proven success. To find out more visit http://www.oracle.com/partners.

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  • Customer Loyalty vs. Customer Engagement: Who Cares?

    - by Jeb Dasteel-Oracle
    Have you read the recent Forbes OracleVoice blog titled Customer Loyalty is Dead. Long Live Engagement!? If you haven’t, take a look. This article prompted lots of conversation in the social realm. Many who read the article voiced their reactions to the headline and now I’m jumping in to add my view. Normal 0 false false false EN-US X-NONE X-NONE Customer loyalty is still key. It’s the effect and engagement is the cause. We at least know that to be true for our customers. We are in an age where customers are demanding to be heard. We need them to be actively involved – or engaged – as well. Greater levels of customer engagement, properly targeted, positively correlate with satisfaction. Our data has shown us this over and over. Satisfied customers are more loyal and more willing to vocalize their satisfaction through referencing, and are more likely to purchase again, all of which in turn drives incremental revenue – from the customer doing the referencing AND the customer on the receiving end of that reference. Turning this around completely, if we begin to see the level of a customer’s engagement start to wane, this is an indicator that their satisfaction, loyalty, and future revenue are likely at risk. At Oracle, we’ve put in place many programs to target, encourage, and then track engagement, allowing us to measure engagement as a determinant of loyalty. Some of these programs include our Key Accounts, solution design and architectural, Executive Sponsorship, as well as executive advisory boards. Specific programs allow us to engage specific contacts within specific customer organizations (based on role) and then systematically track their engagement activities over time, along side of tracking customer satisfaction, loyalty, referenceability, and incremental revenue contribution. Continuous measurement of engagement allows us to better understand customer views of what it means to partner with a provider and adjust program participation to better meet the needs of the partnership. We can also track across customer segments, and design new programs that are even more effective than the ones we have in place today. In case you missed any of my previous Forbes articles, I’ve included links below for easy access. Award-Winning Companies Put Customers First The Power of Peer Networks: 5 Reasons to Get (and Stay) Involved Technology At Work: Traveling In Style Customer Central: 8 Strategies for Putting Customers at the Core of Your Business Technology at Work: Five Companies Doing IT Right /* 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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  • Oracle Fusion Applications User Experience White Papers by Anna M. Wichansky

    - by JuergenKress
    The Applications User Experience group has created a series of white papers to better communicate the world-class user experience features of the Oracle Fusion Applications, and to describe the process we used to design them. These papers not only explain why the Oracle Fusion Applications User Experience is designed the way it is, but also the data collection, modeling, and testing efforts of our unique, user-focused design process, which contributed to its refinement. The documents we are sharing with product announcement are: Applications User Experience Research and Design Process White Paper New Oracle Fusion Applications: An End-User Experience Designed for Productivity Why Oracle Expects Productivity Gains with Fusion Applications Closing the Deal: the Oracle Fusion Customer Relationship Management User Experience Oracle Fusion Human Capital Management: Designed for a Productive Workforce Get It Done Fast, Get It Done Right: The Oracle Fusion Financials User Experience Oracle Fusion Applications User Experience Design Patterns: Productivity Realized Oracle Fusion Procurement: Changing the Way You Buy and Sell Putting the User into Oracle Fusion Applications User Assistance Read the full article here. WebLogic Partner Community For regular information become a member in the WebLogic Partner Community please visit: http://www.oracle.com/partners/goto/wls-emea ( OPN account required). If you need support with your account please contact the Oracle Partner Business Center. BlogTwitterLinkedInMixForumWiki Technorati Tags: User Experience,Design patterns,WebLogic Community,Oracle,OPN,Jürgen Kress

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  • Highlights from the Oracle Customer Experience Summit @ OpenWorld

    - by Kathryn Perry
    A guest post by David Vap, Group Vice President, Oracle Applications Product Development The Oracle Customer Experience Summit was the first-ever event covering the full breadth of Oracle's CX portfolio -- Marketing, Sales, Commerce, and Service. The purpose of the Summit was to articulate the customer experience imperative and to showcase the suite of Oracle products that can help our customers create the best possible customer experience. This topic has always been a very important one, but now that there are so many alternative companies to do business with and because people have such public ways to voice their displeasure, it's necessary for vendors to have multiple listening posts in place to gauge consumer sentiment. They need to know what is going on in real time and be able to react quickly to turn negative situations into positive ones. Those can then be shared in a social manner to enhance the brand and turn the customer into a repeat customer. The Summit was focused on Oracle's portfolio of products and entirely dedicated to customers who are committed to building great customer experiences within their businesses. Rather than DBAs, the attendees were business people looking to collaborate with other like-minded experts and find out how Oracle can help in terms of technology, best practices, and expertise. The event was at the Westin St. Francis Hotel in San Francisco as part of Oracle OpenWorld. We had eight hundred people attend, which was great for the first year. Next year, there's no doubt in my mind, we can raise that number to 5,000. Alignment and Logic Oracle's Customer Experience portfolio is made up of a combination of acquired and organic products owned by many people who are new to Oracle. We include homegrown Fusion CRM, as well as RightNow, Inquira, OPA, Vitrue, ATG, Endeca, and many others. The attendees knew of the acquisitions, so naturally they wanted to see how the products all fit together and hear the logic behind the portfolio. To tell them about our alignment, we needed to be aligned. To accomplish that, a cross functional team at Oracle agreed on the messaging so that every single Oracle presenter could cover the big picture before going deep into a product or topic. Talking about the full suite of products in one session produced overflow value for other products. And even though this internal coordination was a huge effort, everyone saw the value for our customers and for our long-term cooperation and success. Keynotes, Workshops, and Tents of Innovation We scored by having Seth Godin as our keynote speaker ? always provocative and popular. The opening keynote was a session orchestrated by Mark Hurd, Anthony Lye, and me. Mark set the stage by giving real-world examples of bad customer experiences, Anthony clearly articulated the business imperative for addressing these experiences, and I brought it all to life by taking the audience around the Customer Lifecycle and showing demos and videos, with partners included at each of the stops around the lifecycle. Brian Curran, a VP for RightNow Product Strategy, presented a session that was in high demand called The Economics of Customer Experience. People loved hearing how to build a business case and justify the cost of building a better customer experience. John Kembel, another VP for RightNow Product Strategy, held a workshop that customers raved about. It was based on the journey mapping methodology he created, which is a way to talk to customers about where they want to make improvements to their customers' experiences. He divided the audience into groups led by facilitators. Each person had the opportunity to engage with experts and peers and construct some real takeaways. From left to right: Brian Curran, John Kembel, Seth Godin, and George Kembel The conference hotel was across from Union Square so we used that space to set up Innovation Tents. During the day we served lunch in the tents and partners showed their different innovative ideas. It was very interesting to see all the technologies and advancements. It also gave people a place to mix and mingle and to think about the fringe of where we could all take these ideas. Product Portfolio Plus Thought Leadership Of course there is always room for improvement, but the feedback on the format of the conference was positive. Ninety percent of the sessions had either a partner or a customer teamed with an Oracle presenter. The presentations weren't dry, one-way information dumps, but more interactive. I just followed up with a CEO who attended the conference with his Head of Marketing. He told me that they are using John Kembel's journey mapping methodology across the organization to pull people together. This sort of thought leadership in these highly competitive areas gives Oracle permission to engage around the technology. We have to differentiate ourselves and it's harder to do on the product side because everyone looks the same on paper. But on thought leadership ? we can, and did, take some really big steps. David VapGroup Vice PresidentOracle Applications Product Development

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  • 6 Ways to Modernize Your Customer Experience

    - by Mike Stiles
    If customers have changed, if the way they research and shop have changed, if their expectations have changed, if their ability to act on dissatisfaction has changed, but your customer experience has NOT changed, what was once “good enough” may now be crippling. Well, the customer has changed, and why wouldn’t they? You’ve probably changed too in your role as consumer. There’s more info available, it’s easier to get, there’s more choice, you’re more mobile, you’re more connected, it’s easier to buy, and yes, it’s easier to switch brands if experiences don’t meet your now higher expectations. Thanks to technological advances, we as marketers can increasingly work borderline miracles. But if we’re still not adamantly adopting customer centricity, and if we aren’t making the customer experience paramount amongst business goals, the tech is wasted. A far more modern customer experience is called for. Here are 6 ways to get there: 1. Modern Marketing: Marketing data is aggregated and targeted to the right customers, who are getting personal, relevant communications. In return, you’re getting insight that finally properly attributes revenue to your marketing efforts. 2. Modern Selling: Demand is being driven across all channels with modern selling tools. Productivity is up thanks to coordinated communication and selling, and performance is ever optimized using powerful analytics. 3. Modern CPQ: You’re cross-selling and upselling more effectively since reps and channel partners have been empowered with the ability to quickly, automatically generate 100% accurate, customer-friendly quotes complete with price controls and automated approvals. 4. Modern Commerce: You’re leveraging data and delivering personalized, targeted digital experiences to everyone. You’re attracting more visitors, and you’re able to scale and keep up with the market and control the experience. 5. Modern Service: You’re better serving your customers by making it easier for them to engage with your brand, plus you’re lowering your costs by increasing agent and tech support efficiencies. 6. Modern Social: You’re getting faster, deeper, more accurate insights from social and turning content around faster, which then goes out to the right people at the right time in the right place. You’ve also gotten proactive in your service, and customers love that. For far too many brands, the buying journey of Need, Research, Select, Buy, Use, Recommend across the multiple connect points of Social, Mobile, Store, Call Center, Site, Ecommerce is a disconnected mess. Oracle’s approach to CX is to connect every interaction your customer has with your brand, avoiding the revenue losses lousy customer experiences bring. How important is the experience to customers? 94% are willing to pay more of their hard-earned money to have better ones, while a meager 1% say they get the good, consistent experiences they expect. Brands, your words aren’t as loud anymore, so your actions as they relate to customer experience are going to have to do the talking. @mikestiles @oraclesocialPhoto: Julien Tromeur, freeimages.com

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  • Highlights from the Oracle Customer Experience Summit @ OpenWorld

    - by Richard Lefebvre
    The Oracle Customer Experience Summit was the first-ever event covering the full breadth of Oracle's CX portfolio -- Marketing, Sales, Commerce, and Service. The purpose of the Summit was to articulate the customer experience imperative and to showcase the suite of Oracle products that can help our customers create the best possible customer experience. This topic has always been a very important one, but now that there are so many alternative companies to do business with and because people have such public ways to voice their displeasure, it's necessary for vendors to have multiple listening posts in place to gauge consumer sentiment. They need to know what is going on in real time and be able to react quickly to turn negative situations into positive ones. Those can then be shared in a social manner to enhance the brand and turn the customer into a repeat customer. The Summit was focused on Oracle's portfolio of products and entirely dedicated to customers who are committed to building great customer experiences within their businesses. Rather than DBAs, the attendees were business people looking to collaborate with other like-minded experts and find out how Oracle can help in terms of technology, best practices, and expertise. The event was at the Westin St. Francis Hotel in San Francisco as part of Oracle OpenWorld. We had eight hundred people attend, which was great for the first year. Next year, there's no doubt in my mind, we can raise that number to 5,000. Alignment and Logic Oracle's Customer Experience portfolio is made up of a combination of acquired and organic products owned by many people who are new to Oracle. We include homegrown Fusion CRM, as well as RightNow, Inquira, OPA, Vitrue, ATG, Endeca, and many others. The attendees knew of the acquisitions, so naturally they wanted to see how the products all fit together and hear the logic behind the portfolio. To tell them about our alignment, we needed to be aligned. To accomplish that, a cross functional team at Oracle agreed on the messaging so that every single Oracle presenter could cover the big picture before going deep into a product or topic. Talking about the full suite of products in one session produced overflow value for other products. And even though this internal coordination was a huge effort, everyone saw the value for our customers and for our long-term cooperation and success. Keynotes, Workshops, and Tents of Innovation We scored by having Seth Godin as our keynote speaker ? always provocative and popular. The opening keynote was a session orchestrated by Mark Hurd, Anthony Lye, and me. Mark set the stage by giving real-world examples of bad customer experiences, Anthony clearly articulated the business imperative for addressing these experiences, and I brought it all to life by taking the audience around the Customer Lifecycle and showing demos and videos, with partners included at each of the stops around the lifecycle. Brian Curran, a VP for RightNow Product Strategy, presented a session that was in high demand called The Economics of Customer Experience. People loved hearing how to build a business case and justify the cost of building a better customer experience. John Kembel, another VP for RightNow Product Strategy, held a workshop that customers raved about. It was based on the journey mapping methodology he created, which is a way to talk to customers about where they want to make improvements to their customers' experiences. He divided the audience into groups led by facilitators. Each person had the opportunity to engage with experts and peers and construct some real takeaways. The conference hotel was across from Union Square so we used that space to set up Innovation Tents. During the day we served lunch in the tents and partners showed their different innovative ideas. It was very interesting to see all the technologies and advancements. It also gave people a place to mix and mingle and to think about the fringe of where we could all take these ideas. Product Portfolio Plus Thought Leadership Of course there is always room for improvement, but the feedback on the format of the conference was positive. Ninety percent of the sessions had either a partner or a customer teamed with an Oracle presenter. The presentations weren't dry, one-way information dumps, but more interactive. I just followed up with a CEO who attended the conference with his Head of Marketing. He told me that they are using John Kembel's journey mapping methodology across the organization to pull people together. This sort of thought leadership in these highly competitive areas gives Oracle permission to engage around the technology. We have to differentiate ourselves and it's harder to do on the product side because everyone looks the same on paper. But on thought leadership ? we can, and did, take some really big steps. David Vap Group Vice President Oracle Applications Product Development

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  • 81% of European Shoppers Willing to Pay More for Better Customer Experience

    - by Richard Lefebvre
    Customer Experience provides strategic driver for business growth Research released today from Oracle has revealed that customer experience is now a key driver for revenue growth in Europe, and an effective channel for brand differentiation in a globalized economy where products and services are increasingly commoditized. The research report, “Why Customer Satisfaction is No Longer Good Enough,” reveals that 81% of consumers surveyed are willing to pay more for superior customer experience. With nearly half (44%) willing to pay a premium of more than 5%. Improvement of the overall customer experience (40%), providing quick access to information and making it easier for customers to ask questions (35%) were cited as key drivers for spending more with a brand. The pan-European research, carried out in June 2012 by independent research company Loudhouse, surveyed 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer service department in the last 12 months. For full research findings please go to: http://bit.ly/UwmB3j or check the Press Release

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  • Communications: Customer Experience

    - by Michael Seback
    What might a new customer experience look like in Communications? Could a customer research comments from social networks, buy online and be geo directed to a nearby store to pick up the device?  Could the customer be contacted proactively that he is approaching a data threshold for a smart phone and be offered value added options to manage usage? Could the customer upgrade video features interactively and leverage loyalty points for payment? Watch this short Communications Customer Experience story to see a scenario that addresses these challenges and many more.   Learn about the Oracle Customer Experience and Oracle Communications.

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  • You Can Deliver an Engaging Online Experience Across All Phases of the Customer Journey

    - by Christie Flanagan
    Engage. Empower. Optimize. Today’s customers have higher expectations and more choices than ever before.  To succeed in this environment, organizations must deliver an engaging online experience that is personalized, interactive and consistent across all phases of the customer journey. This requires a new approach that connects and optimizes all customer touch points as they research, select and transact with your brand.  Oracle WebCenter Sites combines with other customer experience applications such as Oracle ATG Commerce, Oracle Endeca, Oracle Real-Time Decisions and Siebel CRM to deliver a connected customer experience across your websites and campaigns. Attend this Webcast to learn how Oracle WebCenter: Works with Oracle ATG Commerce and Oracle Endeca to deliver consistent and engaging browsing, shopping and search experiences across all of your customer facing websites Enables you to optimize the performance of your online initiatives through integration with Oracle Real-Time Decisions for automated targeting and segmentation Connects with Siebel CRM to maintain a single view of the customer and integrate campaigns across channels Register now for the Webcast.

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  • Calling Customer Service Leaders

    - by Charles Knapp
    and by Suzy Meriwether The Customer Service Leader is under greater pressure today than ever before. With rapid adoption of new communication technologies and devices by customers, customer expectations are on the rise and social media provides a venue to share their experiences. To respond to these industry change drivers, Customer Service Leaders need to deliver a superior customer experience, achieve operational excellence, and transform their service organization. Oracle is hosting a series of evening seminars to discuss these drivers and how to improve efficiency within the service organization while treating every interaction as an opportunity to deliver superior customer experiences and increase revenue throughout the entire customer lifecycle. • Miami – November 7th @ Marlins Park – Call to register: 1-800-820-5592 x 10996 • Dallas – November 8th @ Cowboys Stadium – Call to register: 1-800-820-5592 x 11016 • Philadelphia – November 13th @ Rodin Museum – Call to register: 1-800-820-5592 x 11013 Be sure to mention you heard about this event from the Oracle CX Blog. I hope to see you there.

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  • Applying the Windows Experience Index to Servers

    - by Scott
    I finally convinced upper management that we need a computer replacement plan, and I've been tasked with making an inventory of what we have and determining what needs to be replaced this year, next year, the year after, etc. I had to use some sort of criteria to back up my recommendations, so I decided to try using the Windows Experience Index. I've determined the CPU and Memory scores for all of our desktops and servers using community data. I also feel fairly successful in assigning a WEI score to each user based on their computing needs. I'm struggling with assigning a WEI score to the various servers that we have: file server, database server, Exchange server, backup server (for doing backups), web server. Suggestions would be appreciated.

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  • Partner outreach on the Oracle Fusion Applications user experience begins

    - by mvaughan
    by Misha Vaughan, Architect, Applications User Experience I have been asked the question repeatedly since about December of last year: “What is the Applications User Experience group doing about partner outreach?”  My answer, at the time, was: “We are thinking about it.”  My colleagues and I were really thinking about the content or tools that the Applications UX group should be developing. What would be valuable to our partners? What will actually help grow their applications business, and fits within the applications user experience charter?In the video above, you’ll hear Jeremy Ashley, vice president of the Applications User Experience team, talk about two fundamental initiatives that our group is working on now that speaks straight to partners.  Special thanks to Joel Borellis, Kelley Greenly, and Steve Hoodmaker for helping to make this video happen so flawlessly. Steve was responsible for pulling together a day of Oracle Fusion Applications-oriented content, including David Bowin, Director, Fusion Applications Strategy, on some of the basic benefits of Oracle Fusion Applications.  Joel Borellis, Group Vice President, Partner Enablement, and David Bowin in the Oracle Studios.Nigel King, Vice President Applications Functional Architecture, was also on the list, talking about co-existence opportunities with Oracle Fusion Applications.Me and Nigel King, just before his interview with Joel. Fusion Applications User Experience 101: Basic education  Oracle has invested an enormous amount of intellectual and developmental effort in the Oracle Fusion Applications user experience. Find out more about that at the Oracle Partner Network Fusion Learning Center (Oracle ID required). What you’ll learn will help you uncover how, exactly, Oracle made Fusion General Ledger “sexy,” and that’s a direct quote from Oracle Ace Director Debra Lilley, of Fujitsu. In addition, select Applications User Experience staff members, as well as our own Fusion User Experience Advocates,  can provide a briefing to our partners on Oracle’s investment in the Oracle Fusion Applications user experience. Looking forward: Taking the best of the Fusion Applications UX to your customersBeyond a basic orientation to one of the key differentiators for Oracle Fusion Applications, we are also working on partner-oriented training.A question we are often getting right now is: “How do I help customers build applications that look like Fusion?” We also hear: “How do I help customers build applications that take advantage of the next-generation design work done in Fusion?”Our answer to this is training and a tool – our user experience design patterns – these are a set of user experience best-practices. Design patterns are re-usable, usability-tested, user experience components that make creating Fusion Applications-like experiences straightforward.  It means partners can leverage Oracle’s investment, but also gain an advantage by not wasting time solving a problem we’ve already solved. Their developers can focus on helping customers tackle the harder development challenges. Ultan O’Broin, an Apps UX team member,  and I are working with Kevin Li and Chris Venezia of the Oracle Platform Technology Services team, as well as Grant Ronald in Oracle ADF, to bring you some of the best “how-to” UX training, customized for your local area. Our first workshop will be in EMEA. Stay tuned for an assessment and feedback from the event.

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  • Cox Communications' Strategic Approach to Enterprise User Experience: How Change Management and Usab

    - by Applications User Experience
    Author: Anna Wichansky, Senior Director, Applications User Experience, and Chair, Oracle Usability Advisory Board As part of our work in the User Experience group, our teams often go to Customer events such as the Higher Education User Group (HEUG) conference, Alliance 2010. This year's event was held in San Antonio, Texas, and was attended by hundreds of higher education, government, and public sector users of Oracle applications. The User Assistance team used this opportunity to reach out to customers in the Educational and Government sectors to better understand how their organizations are currently approaching help, messages, and other forms of user assistance. What is User Assistance? For us, user assistance is more than the old books of users' manuals and documentation. User assistance is anything that helps users get their jobs done quickly and efficiently. Instead of expecting users to stop and look through a guide or manual, we have been developing solutions that are embedded within the interface. We know that when people are having difficulty with a task, they want to be able to search efficiently for solutions and collaborate with coworkers. We know that they want to find their answers right there, right then, so that they can get on with their work. In our interviews at Alliance, we wanted to learn what the participants could tell us about what was happening on their campuses and in their institutions. Figure 1. For Oracle User Assistance, it's not just about books any more. So what did we do? Off to Texas, we recruited 10 people from nine different government and education organizations to come to our Oracle User Experience Onsite Usability Labs. We conducted one-hour interviews with these folks and asked them all about User Assistance--what people are doing, what they would like to do, what technologies they are using, what they would like to use, and ultimately what should we as a company be planning for our future products. We used this as an opportunity also to show them some of our design concepts for Fusion User Assistance, our next generation of user assistance based on the best of our user assistance in other products. Figure 2. Interviewing a technical user at Alliance. What we learned... People are not using paper or online manuals anymore. They don't want to see a manual that is written for technical users and that doesn't make sense to the ordinary end user. They really don't want to have to flip through a manual trying to find an answer to their question. Even when the answer might be tailored to their organization, they don't want to dig through documentation. When they need an answer now, they don't have the patience to dig for something that might or might not be clearly written. What does it mean to an organization when users don't want to deal with documentation? In many cases, it means that frustrated users make phone calls to try to find the answers that they need immediately. Phone calls are expensive to an organization and frustrating to the technical support staff who have provided documentation that no one wants to read anymore. If they don't call, they email for help often, and many users are asking for the same information. The bottom line is that if they could get that help immediately in the interface, they wouldn't have to make those calls or send those emails -- and that saves time and money. Our Fusion User Assistance options to customize help and get help for the task immediately were seen as an opportunity by these technical users to build the solutions that their users need and want. Figure 3. Joyce Ohgi and Laurie Pattison of Applications UX. Chicken Fried Steak. That was huge. But then, this was Texas, where we discovered a lot of things come very big. Drinks are served in quart-size glasses and dishes like Chicken Fried Steaks are served on platters not plates. We saw three-pound cinnamon rolls that you down with tea sweet enough to curl your hair. Deep in the heart of Texas, we learned a lot, and we ate even more.

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  • Spotlight: How Scandinavia's Largest Nuclear Power Plant Increased Productivity and Reduced Costs wi

    - by [email protected]
    Ringhals nuclear power plant, which is part of the Vattenfall Group, is located about 60 km south-west of the beautiful coastal city of Gothenburg in Sweden. A deep concern to reduce environmental impact coupled with an effort to increase plant safety and operational efficiency have led to a recent surge in investments and initiatives around plant modification and plant optimization at Ringhals. A multitude of challenges were faced by the users in various groups that were involved in these projects. First, it was very difficult for users to easily access complex and layered asset and engineering information, which was critical to increased productivity and completing projects on time. Moreover, the 20 or so different solutions that were being used to view various document formats, not only resulted in collaboration complexity but also escalated IT administration costs and woes. Finally, there was a considerable non-engineering community comprising non-CAD specialists that needed easy access to plant data in an effort to minimize engineering disruption. Oracle's AutoVue significantly simplified the ability to efficiently view and use digital asset information by providing a standardized visualization solution for the enterprise. The key benefits achieved by Ringhals include: Increased productivity of plant optimization and plant modification by 3% Saved around $ 500 K annually Cut IT maintenance costs by 50% by using a single solution Reduced engineering disruption by allowing non-CAD users easy access to digital plant data The complete case-study can be found here

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