Oracle CX Cloud Suite电子书

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Preface

Who this book is for

What this book covers

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Section 1: Brave New World

The King Is Dead, Long Live the King

Learning about CRM

The benefits of CRM

The limitations of CRM

Organizational limitations

Inside-out thinking

Technical limitations

Reasons for leaving CRM in the past

The customer experience of CX

Organizational benefits

A customer-centric philosophy

Outside-in thinking

The technological benefits of CX

The key capabilities of CX

Summary

Overview of Products

Oracle solutions and their roles in an enterprise

Oracle Sales Cloud

Oracle Sales Cloud to other systems

Other systems to Oracle Sales Cloud

Oracle Marketing Cloud

Other systems to Oracle Marketing Cloud

Oracle Marketing Cloud to other systems

Oracle Service Cloud

Other systems to Oracle Service Cloud

Oracle Service Cloud to other systems

Oracle CPQ Cloud

Other systems to Oracle CPQ Cloud

Oracle CPQ Cloud to other systems

Oracle Commerce Cloud

Other systems to Oracle Commerce Cloud

Oracle Commerce Cloud to other systems

Oracle Social Cloud

Other systems to Oracle Social Cloud

Oracle Social Cloud to other systems

Oracle Sales Cloud resembling a CRM

Customer data management

Integrations

Conclusion

Oracle Marketing Cloud

Oracle Eloqua

Oracle Responsys

Oracle BlueKai

Oracle Maxymiser

Oracle Infinity

Oracle Content Marketing

Social Marketing

Conclusion

Oracle Service Cloud

Conclusion

Oracle CPQ Cloud

Conclusion

Oracle Commerce Cloud

Conclusion

Oracle Social

Conclusion

Summary

CX Solution Architecture

Understanding the CX architecture

Solution architecture

Customer journey mapping

CX reference architecture

Deployment type

Principles

Components

Quality

Examples of architecture principles

Exploring a logical view

Logical architecture – commerce components

Logical architecture – loyalty and marketing components

Logical architecture – service components

Logical architecture – reference architecture

Oracle CX products

Commerce solution

Loyalty and marketing solution

Service components solution

Security and monitoring

Oracle Identity and Access Management

Oracle Enterprise Manager

Preparing for implementation

Summary

Section 2: Service Provisioning and Basic Settings

As-Is and To-Be Analysis

Technical requirements

The purpose of business analysis

Understanding business processes, tools, and methods

Basic elements of business processes

Types of business processes

Essential processes

Supporting processes

Management processes

Business process notations

BPMN

UML notation

Class diagram

Use case diagram

Activity diagram

Understanding fishbone diagrams – Ishikawa diagram

Example of Ishikawa diagram analysis

Understanding Pareto diagrams

Example of Pareto diagram analysis

Diagram analysis

Understanding the As-Is analysis

Steps in As-Is analysis

Gap analysis

Deliverables

Service activation example

Now let's study a BPMN process example

Understanding the To-Be analysis

Summary

Adopting a Strategy - Organizational Changes

Understanding strategic management

Implementing a strategy

Yearly goals

Advantages of following strategic goals

Functional strategy

Action plans

The process of implementing a strategy

Organizational structure and processes definition

Organizational culture

Implementing process-tracking

Understanding the CX-specific strategy

The purpose of CX strategy

Creating a value proposition

Tailoring appropriate communication

Handling trade-offs

Determining organizational fit

Enabling continuity

Elements of a CX strategy

Summary

Organizing and Conducting an Implementation Project

Objectives of a CX strategy

Project management's inclusion in the project plan

Understanding project management methodologies

The traditional, or phased, approach

A traditional waterfall model

Advantage of traditional waterfall model

Disadvantage of the traditional waterfall model

A modified waterfall model

Advantages of the modified model

Disadvantages of the modified model

Critical chain project management

Event chain methodology

PRINCE2

The modern, or iterative, approach

Agile project management

Scrum

Lean project management

Extreme project management

Benefits realization management

Fit for purpose

Project planning

Delving into project planning

The planning process of the project

Project reach

Project assumptions

Project limitations

Product specifications

The extent of the project

Creating a WBS

Creating a WBS structure

Planning a WBS project

Assigning work

Scheduling

Critical path

Critical path calculation

PERT chart

Implementation phases of the project

Underlying processes

Implementation team

Summary

Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings

Scenarios and Deployments

The rise of apps

Understanding cloud computing

Main characteristics of cloud computing

SaaS

PaaS

IaaS

Risks in cloud computing

User models

Public cloud

Private cloud

Hybrid deployment

Managed cloud

Cloud bursting

Security aspects

Legal regulations

Security controls

Federalization of security services

Examples of the use of cloud computing in business

Email archiving

Contact center

Customer relationship management

Business continuity

Exploring the possible Oracle CX deployments

Prerequisite knowledge of deployment

Demilitarized zone

Firewall

Connectors

Oracle Integration Cloud Services

Deploying the Cloud

Simple hybrid deployment

Complex hybrid deployment

Choosing an appropriate deployment model

Summary

Section 4: Use Case

Case Study - Oracle CX Cloud

CX Implementation

TELCO case description

Creating customer experience

The holistic approach and its challenges

The TELCO's CX implementation

Prerequisites for successful implementation

Analysis

Strategy

Requirements

Architecture

Products used

Logical view

Solution architecture

Cross-channel support architecture

Order management and fulfillment management architecture

Unified solution architecture

Mapping of the products used

Understanding the critical points of the CX implementation project plan

Process approach to the implementation

Optimization of marketing investments

Alignment of implementation project with a business strategy

CX strategy outline

Metrics

Acquisition (increase sales)

Acquisition KPIs

Retention (monetize relationship)

Retention KPIs

Efficiency (leverage investment)

Efficiency KPIs

Summary

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