Partner Webcast – Oracle RightNow CX - 23 Jan 2013
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CUSTOMER LOGO
“This slide format serves to call attention to a quote from a prominent customer, executive, or thought leader in regards to a particular topic.” Name
Title, Company Name
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“Powering Great Customer Experiences”
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Agenda
Why Customer Experience and Oracle RightNow?
Case Studies/references
Oracle RightNow CX Cloud Service Overview
Product Demonstration
Oracle RightNow CX Cloud Service Partner Opportunities
Oracle RightNow CX Cloud Service Partner Specialization
Q&A
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*Source: Harris Interactive, Customer Experience Impact Report 2009-2011
80% OF A COMPANY’S
FUTURE PROFIT COMES FROM
EXISTING CUSTOMERS*
Impact of Bad Experiences
86% OF CUSTOMERS
STOP DOING BUSINESS WITH
AN ORGANIZATION AFTER
ONE BAD EXPERIENCE.*
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“ENGAGE ME WHERE I AM”
“UNDERSTAND ME, AND WHAT I WANT”
“KNOW ME, AND MY VALUE”
“DELIGHT ME, AND WOW ME”
The Moments That Power Great Experiences
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Comparison Site* Order Online Order Online
Changing Behaviors Are Driving More Complexity
Web
Contact Center
In-Store
Kiosk
Mobile
Social
Web
Search
Ask Facebook Friends
For Recommendations*
Visit Retail Store
Chat
Email Order
Confirm w/Rec
Pickup Local Store
Tweet About
Purchase Experience* Read Reviews*
Ask for Help on
Community Chat Room
Product Info
Change Order
Select Product
Browse
Catalog
Need / Research Select Purchase Maintain /Recommend Receive / Use
Receive Call For
Extension of Warranty Direct Sales
* Brand doesn’t have control of experience
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Provide Channel Choice, Any Where
Enable engagement where the
customer needs or wants to
interact
Empower customers to help
themselves on any channel
Enable seamless conversations
between channels
Capture the interactions across all
the channels
Be consistent across all channels
STORE
DIRECT
SALES
CONTACT
CENTER
FIELD
SERVICE
WEB
MOBILE
SOCIAL
KIOSKS
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RightNow’s CX Value Equation & Justification
Build Trust and
Strengthen
Relationships
R Retention
+ +
Increase Sales
and Adoption
A Acquisition
• Opportunities
• Conversions
• Value
• Quality
• Consistency
• Loyalty
Reduce Costs
and Effort
E Efficiency
• Self service
• Productivity
• Cost of operations
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RightNow’s CX Value Expectations & Goals
Build Trust and
Strengthen
Relationships
R Retention
+ +
Increase Sales
and Adoption
A Acquisition
• 15% increase in leads
• 15% increase in AOV
• 5x Conversion rates
• 2x Chat conversions
• 10% decrease in churn
• 15% increase in FCRR
• 25% in CSAT / NPS
• 15% increase in LTV
Reduce Costs
and Effort
E Efficiency
• 30% reduction in email
• 15% reduction in calls
• 50% reduction in training
• 25% Reduction in AHT
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Why Oracle RightNow?
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14+ Yrs. Customer Experience Expertise
Cross-Channel Solution Excellence
Customer Lifecycle Assessments
Easy-to-Buy Contracting Model
Global Mission Critical Cloud Delivery
90 Day Rapid Results Implementations
Client Success Methodology & ROI
Most Industry Awarded Client Recognition
Oracle-RightNow’s Proven Customer Experience Approach
“Proof Positive” Business Outcomes
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Gartner Inc. “Magic Quadrant for Social
CRM” Adam Sarner, Ed Thompson,
Jeffrey Mann Michael Dunne, Jim
Davies, Chris Fletcher, Gene Alvarez,
Gareth Herschel, Michael Maoz, June
29, 2010 *1
Gartner Inc. “Magic Quadrant for CRM
Customer Service Contact Centers”
Michael Maoz, April 15, 2011 *3
Magic Quadrant for
Social CRM
Magic Quadrant for
CRM Customer Service
Contact Centers
Magic Quadrant for
Web Customer Service
Gartner Inc. “Magic Quadrant for CRM Web Customer
Service” Johan Jacobs, September 19, 2011 *3
A Proven CRM Market Leader
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Case Studies/references
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Business Challenges Solved
CSAT increased to 95%
7x increase in
Net Promoter Score
Improved cross
channel consistency
Retention
7X increase in
conversion rates
Sales leads up 50%
Increased shopping
cart size by 25%
Acquisition
Reduced agent
response times -50%
99% self-service rate
30% decrease in
contact center costs
Efficiency
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Oracle RightNow Award Winning Customers Include:
Customer Achievements
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RightNow Industry Focus Key Customers By Vertical
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Oracle RightNow CX Cloud Service Overview
Sarah Oliver
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RightNow CX: The Customer Experience Suite
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ORACLE RIGHTNOW WEB
• RightNow Intent Guide
• RightNow Web Self-Service
• RightNow Guided Assistance
• RightNow Email Management
• RightNow Chat
• RightNow Co-Browse
• RightNow Mobile
Web
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ORACLE RIGHTNOW SOCIAL
• RightNow Social Monitor
• RightNow Support Community
• RightNow Innovation Community
• RightNow Self-Service for Facebook
Social
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ORACLE RIGHTNOW CONTACT CENTER
• RightNow Dynamic Agent Desktop
• RightNow Agent Desktop Scripting
• RightNow Agent Desktop Workflow
• RightNow Agent Desktop Add-Ins
• RightNow Agent Desktop CTI Media Bar
Contact Center
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ORACLE RIGHTNOW ENGAGE
• RightNow Knowledge
• RightNow Outreach
• RightNow Customer Feedback
• RightNow Analytics
Engage
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Product Demonstration
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Oracle RightNow CX Cloud Service Partner Opportunities
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According to CIO Insight, the top 15 on-demand business applications systems are:
1. Customer relationship management
2. Human resource management
3. Billing and accounts payable
4. Collaboration software
5. E-commerce
6. Corporate portals
7. E-mail and instant messaging
8. Business process management and workflow software
9. Blogs, wikis and social media or web 2.0 software
10. Business intelligence (BI), analytics and data mining
11. Database systems
12. Enterprise resource planning (ERP) systems
13. Content and information lifecycle management
14. Customer self service
15. Supply chain management, distribution and logistics software
Market opportunity
Source:
http://www.crmforecast.com/saasresearch.htm
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CX Target Markets
Consumer Electronics/Hardware
Entertainment/Gaming
Financial Services – Banking &
Insurance
Government
Higher Education
Media
Non-Profit
• Retail
• Software/Services
• Telco
• Travel/Hospitality
• Utilities
Walmart, Walgreens, Comet, Dixons,
Figleaves, JD Sports, Bijenkorf, La Redoute,
Marks & Spencer, Office Depot, Otto, John
Lewis, TM Lewin,
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Oracle RightNow CX Cloud Service Partner Specialization
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Cloud Partner Program - Levels
Referral Light touch & low barrier to entry
Resale Own the relationship - renew the service
Rapid Start Deeper engagement, increased revenue
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• http://www.oracle.com/partners/en/knowledge-
zone/applications/rightnow-cs-cloud-service-1551483.html
Oracle RightNow CX Cloud Service Knowledge Zone
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Q&A
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