Oracle Customer Experience: comprehensive proposal to boost business competitiveness

Differentiating from the competition and offering management of the entire customer relationship cycle are the pillars of Oracle's comprehensive proposal for Customer Experience (CX), than Fernando Rumbero, applications director of the Iberian subsidiary, analyzed in a meeting with the media.

Managing the entire customer relationship cycle, from the search for information to the after-sales experience, becomes one of the drivers of business competitiveness, just like Fernando Rumbero, director of applications Oracle Iberia, has explained and analyzed in a meeting with specialized media, in which he revealed the company's solutions for Customer Experience (CX).

Internet, e-commerce and social networks have revolutionized the customer experience. Gone are the days when the company had 100% control over the information that the audience saw and when face-to-face, the store and the telephone were the only channels to establish a link that could lead to, or not, in a purchase.

In a very short time, control over the sales cycle has changed hands, going from seller to buyer, who thoroughly knows the characteristics of the desired product before approaching the seller to make the purchase.

At the moment, digital technology invades everything. Networks and mobility have contributed to blurring barriers, to open new markets and position new competitors. Information is now accessible to most people, whenever, place and device, and in a growing variety of easily transferable digital formats.

The emergence of digital has transformed purchasing processes and the way people do business or manage their leisure.. The process has evolved from a sales cycle to a buying cycle in which the customer holds the power, since you can make purchasing decisions without having to establish contact with the company, accessing information, product comparisons, user opinions, etc., that allow you to decide with sufficient knowledge.

Differentiating factor

Always connected, always sharing and always informed, Customer experience has become a key aspect for business success or failure. Differentiating is the key in the digital universe, and Customer Experience is the new differentiator, since both positive and negative experiences affect the brand.

Specifically, he 26% of consumers post a negative post after a bad experience; he 39% stops doing business with a company after a bad experience and the 86% I would pay more for a better consumer experience. Even though it is a priority for companies, only the 69% of these have begun to implement a project in this field, according to Customer Experience Impact (the) Report de RightNow (company acquired by Oracle in March 2012) and made by Harris Interactive.

The client sends and, of course, look for a good experience not only during the purchase but throughout the life cycle of the relationship with the supplier. It also pursues a consistent message, personalized attention that provides you with personalized solutions and efficient service, with the possibility of connected interaction. In parallel, CX contains multiple benefits for brands because it helps increase their sales, to monetize the relationship and boost investment, improving efficiency.

Multichannel technology

Besides the last word, Customers today have many more options. At this juncture, It is vital to make your experience as simple as possible, consistent and relevant as you progress through the customer lifecycle, from purchase to possession and after-sales experience. By providing an exceptional experience, companies can attract new customers, retain existing ones and improve efficiency. However, only the 20% of organizations believe their CX initiatives truly satisfy their customers.

Managing the entire user experience process (information search, recommendations from other users, purchase decision, after-sales experience, etc.) requires the most advanced technological solutions and an approach to the multichannel market.

Oracle's Customer Experience strategy is to help organizations create consistent experiences, connected, personalized, efficient and satisfactory for their clients, while achieving your business objectives. And it covers all the key points of this continuing relationship: trade, service and maintenance, marketing and loyalty, social media, internal analysis, sales and marketing integration and administrative solutions for management.

Designed with the best CRM solutions, commercial and sectoral, Oracle middleware contributes to CX thanks to its cloud solutions, security, marketing. The Oracle database is also an essential point of the CX proposal. Oracle Customer Experience Cloud Solution Helps Strengthen Customer Relationships, providing a platform for optimizing engagements, improving service consistency and quality assurance.