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What Marketers Need for B2C Use Cases
What Marketers Need for B2C Use Cases 13
Oracle Buys Responsys Creates the World’s Largest Modern Marketing Cloud by Adding Leading B2C Marketing Orchestration Platform February 6, 2014Cautionaryg y Statement Regardingg ForwardLooking g Statements This document contains certain forwardlooking statements about Oracle and Responsys, including statements that involve risks and uncertainties concerning Oracle's acquisition of Responsys, anticipated customer benefits and general business outlook. When used in this document, the words "anticipates", “can", “will”, "look forward to", "expected" and similar expressions and any other statements that are not historical facts are intended to identify those assertions as forwardlooking statements. Any such statement may be influenced by a variety of factors, many of which are beyond the control of Oracle or Responsys, that could cause actual outcomes and results to be materially different from those projected, described, expressed or implied in this document due to a number of risks and uncertainties. Potential risks and uncertainties include, among others, the anticipated synergies of the combined companies may not be achieved, the combined operations may not be successfully integrated in a timely manner, if at all, general economiic cond diti itions iin regiions iin whi hich h eith ither company d does b busiiness, and d th the possibilit ibility th that t O Oraclle or R Responsys may bbd e adverselly affffecttedd bby otthher economic, business, and/or competitive factors. Accordingly, no assurances can be given that any of the events anticipated by the forwardlooking statements will transpire or occur, or if any of them do so, what impact they will have on the results of operations or financial condition of Oracle or Responsys. In addition, please refer to the documents that Oracle and Responsys, respectively, file with the U.S. Securities and Exchange Commission (the “SEC”) on Forms 10K, 10Q and 8K. These filings identify and address other important factors that could cause Oracle's and Responsys’ respective operational and other results to differ materially y from those contained in the forwardlooking g statements set forth in this document. You are cautioned to not p place undue reliance on forwardlooking statements, which speak only as of the date of this document. Neither Oracle nor Responsys is under any duty to update any of the information in this document. Oracle is currently reviewing the existing Responsys product roadmap and will be providing guidance to customers in accordance with Oracle's standard product communication policies. Any resulting features and timing of release of such features as determined by Oracle's review of Responsys’ product roadmap are at the sole discretion of Oracle. All product roadmap information, whether communicated by Responsys or by Oracle, does not represent a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. It is intended for information purposes onlld y, and may nott b be iincorporatted d iintto any conttractt. 2 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.What We Are Announcing • Oracle buys Responsys • C Creattes th the world’ ld’s llargestt M Mod dern M Mark keti ting Cl Cloud d b by addi dding lleadi ding B2C B2C mark keti ting orch hesttrati tion pllatf tform • The transaction has closed • About Responsys • Responsys is the leading provider of enterprisescale cloudbased B2C marketing software to manage and orchestrate interactions with consumers across email, mobile, social, dispy play and the web – drivinggp more revenue and improving g the customer experience at every interaction • Headquartered in San Bruno, CA with over 1,000 employees with deep industry expertise in B2C marketing • Responsys has over 450 customers and includes the most reputable brands in the world such as LEGO, LinkedIn, Nordstrom, Southwest Airlines, United Healthcare • • Combination Combination enables enables companies companies in in any any industry industry t to o drive drive exceptio exception nal al customer customer experiences experiences across marketing interactions and throughout the customer lifecycle • With Responsys, the Oracle Marketing Cloud now provides leading business to consumer (B2C), business to business (B2B), content and social marketing capabilities on a single platform, supporting any industry or business model • Extends Oracle’s Customer Experience Cloud which includes Commerce, Sales, Service, Social and the Oracle Marketing Cloud, to enable exceptional experience from the first customer touch point through customer advocacy 3 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.Marketing Has a Greater Responsibility for the Customer Experience than Ever Before Marketing Influence Sales Influence Product Brand Lead Product Commerce Service Experience Loyalty 1994 Advertising Generation Education Sales Support Organizational Support Marketing Driven Customer Experience for B2C Brand Lead Commerce Product Service Product Advertising g Generation Sales Exp perience Loyy yalty Supp pport 2014 2014 E Education ducation “As companies become ever more responsive to and informed by their customers, their range of interactions will continue to expand. Those customer interactions hit many different parts of the organization…and need to be integrated into consistent customer journeys. That’s where marketing g comes in.” Source: McKinsey Company Marketing 2014 Predications 4 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.Orchestrating the Customer Experience Across Touch Points has Become More Complex MORE CHANNELS • Interactions need to take place in more places, across email, web, mobile, social, display and commerce MORE ORCHESTRATION • Consumers move seamlessly between channels and devices over time • Better Better coordination coordination across across m marketing arketing ttouch ouch points points needed to deliver relevant interactions in real time MORE BUSINESS MODELS • Business to business and business to consumer companies companies have have unique unique challenges challenges and and ultimately ultimately require unique solutions 5 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.Only the Oracle Cloud Can Deliver Complete Customer Experiences for both B2B and B2C Social Email Direct Display Sales Channel Mobile Sales Contact Contact Wb Web Center In Store Field Service Oracle Marketing Cloud Oracle Oracle Social Oracle Sales Oracle Service Commerce Commerce Cl Cloud d Cl Cloud d Cl Cloud d Cloud Foundational Tools Oracle Oracle Cloud Cloud Oracle Mobile, Portal Oracle MDM, BI and Oracle Integration and Infrastructure and and Content Tools Decisioning Tools BPM/SOA Tools Platform Services 6 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.What Marketers Need for B2C Use Cases A platform that can orchestrate consumer experiences over time, across channels channels and and systems systems, and and at at scale scale 50 of customer experiences Marketing Marketing happen during a multievent, Orchestration multichannel journey. Only 38 38 of marketers agree that their company has a single view of customer interactions across touch points and over time. Source: McKinsey Company, Customer Journey Transformation Webinar, 2013 7 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Source: The CMO and CIO Must Accelerate on Their Path to Better Collaboration, Forrester Research, Inc, October 31, 2013Responsys Enables an Orchestrated Experience Drives relevant interactions that unfold over time, across channels, and reacti t in reallti time tto iindi divid iduall consumer b beh haviior, att B B2C 2C scalle 8 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.Responsys is the Leading B2C Marketing Orchestration Platform PROFILE • Create rich customer profiles with data that spans demographics, behavior, and crosschannel preferences PROGRAM • Design customer experiences that unfold over time, across channels, and that react to individual preferences and behavior. All with a drag and drop UI CAMPAIGN • Design, build, test, and execute digital campaigns across email, mobile, display, social, and the web 9 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.Responsys Customers Include Leading Consumer Marketing Brands Customer Information and Logos Provided by Responsys. 10 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.Responsys Customer Success Story MetLife delivers personalized experiences at massive scale COMPANY OVERVIEW: • MetLife, Inc. is a leading global provider of insurance, annuities and employee benefit programs, serving 90 million customers CG CHALLENGE: • MetLife’s traditional business model relied on insurance agents to coordinate the complex quoting and application process. But in the digital age, they needed a way to replicate their customer experience across email, mobile, and web interactions interactions. BENEFITS: • With Responsys, MetLife created an orchestrated solution that automatically drove applicants from quote to payment using email, email, SMS, SMS, and and display display.. In In doing doing s so, o, they they increased increased ttheir heir net net promoter score significantly, an indication of customer satisfaction, to more than double the industry average. Customer Information and Logos Provided by Responsys 11 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.Orchestration In Action Delivering a personalized experience, unfolding in realtime across channels Upon starting a quote, Applicants who have dis Applicants who are missing Policy approval and the applicants are prompted engaged with the process can paperwork are notified transition to the purchase to op ptin to additional be reminded with targ geted automaticallyg y through either ppp rocess can take place via channels display advertisements email or SMS message mobile or email channels 12 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.Combination Creates the Largest Modern Marketing Cloud in the World The most advanced marketing solutions created to orchestrate customer experiif ences for any company, iin any iind dusttry, att any scalle Social Social Direct Channel Search Email Display Mobile Web Commerce Listening Marketing Sales Sales Content Marketing Consumer Marketing Orchestration (B2C) Business Marketing Orchestration (B2B) Universal Customer Profile Across Industries Retail Travel Entertainment Pharmaceuticals Financial Services High Tech Manufacturing Communications Nonforprofit 13 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.14 Copyright © 2014, Oracle and/or its affiliates. All rights reserved.
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