Oracle CX Cloud Suite
Deliver a seamless and personalized customer experience with the Oracle CX Suite
Kresimir Juric
- 254 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
Oracle CX Cloud Suite
Deliver a seamless and personalized customer experience with the Oracle CX Suite
Kresimir Juric
About This Book
Gain a complete overview of Oracle CX Cloud Suite and its tools for functions ranging from marketing to sales and commerce to service
Key Features
- Make optimal use of your Oracle CX Cloud Suite to improve business results
- Achieve improved customer insights through Oracle CX's advanced capabilities
- Learn how to design a CX solution architecture
Book Description
Oracle CX Cloud offers features and capabilities that help companies excel at sales, customer management, and much more. This book is a detailed guide to implementing cloud solutions and helping administrators of all levels thoroughly understand the platform.
Oracle CX Cloud Suite begins with an introduction to high-level Oracle architecture and examines what CX offers over CRM. You'll explore the different cloud-based tools for marketing, sales, and customer services, among others. The book then delves into deployment by covering basic settings, setting up users, and provisioning. You'll see how to integrate the CX suite to work together to interact with the environment and connect with legacy systems, social connectors, and internet services. The book concludes with a use case demonstrating how the entire Oracle CX Suite is set up, and also covers how to leverage Oracle ICS and Oracle CX Cloud for hybrid deployment.
By end of the book, you will have learned about the working of the Oracle CX Cloud Suite and how to orchestrate user experience across all products seamlessly.
What you will learn
- Differentiate between Oracle CRM and CX Cloud suites
- Explore a variety of Oracle CX Cloud tools for marketing and sales
- Set up users and database connections during deployment
- Employ Cloud Suite CX tools to aid in planning and analysis
- Implement hybrid Oracle CX solutions and connect with legacy systems
- Integrate with social media connectors like Facebook and LinkedIn
- Leverage Oracle ICS and Oracle CX Suite to improve business results
Who this book is for
This book is for administrators who want to develop and strengthen their Oracle CX Cloud Suite skills in the areas of configuration and system management. Whether you are a new administrator or an experienced professional, this book will enhance your understanding of the new Oracle CX features.
Frequently asked questions
Information
Section 1: Brave New World
- Chapter 1, TheĀ King Is Dead, Long Live the King
- Chapter 2, Overview of Products
- Chapter 3, CX Solution Architecture
The King Is Dead, Long Live the King
- CRM and its shortcomings
- The customer journey of CX and the need for it
- How CX enables us to accomplish objectives for the best customer experience
Learning about CRM
The benefits of CRM
- The IT system organizations need to support CRM systems which enforce you to define the roles of surrounding systems and to integrate them accordingly
- Data is kept in a highly organized and accessible manner, and CRM usually comes with predefined dataset relationships
- Data security
- A uniformed consumer view, that is, a 360-degree view
- A product and services catalogue
- Configure, Price, and Quote (CPQ) functionalities
- Data analytics with drill-down reports
- Process engines
- Business rules engines
- Campaign management
- Loyalty management
- A sales funnel and pipeline
- Customizable user interfaces
- Case management
The limitations of CRM
Organizational limitations
Inside-out thinking
- A company is concerned only about the baseline
- Appropriate customer experience is not imperative
- More importance is given to internal processes than to processes that tailor interactions with customers or partners
- Budgets are always assigned to internal needs
- Usually, an incorrect process triggers the implementation of inappropriate systems and, subsequently, assigning people to roles whose incompetent or are inappropriate