ORCL Launches CEM
Oracle launched its customer experience push this week with an announcement by co-president Mark Hurd. The new direction begins to pull together the results of Oracle’s latest buying spree in which it purchased ATG for e-commerce, RightNow Technologies for customer service and other technologies for analytics in cyberspace. While Oracle will always draw skeptics the […]
Enterprise Social Networks, Building the Collaborative Enterprise
Tools that support social business initiatives fit into several different software categories / markets. Social business is a very broad term that includes all the enterprise social activities, internal and external. I find that often people understand a single perspective…
Social Dynamx, Scaling Social Customer Support
Companies are learning that today customer service is a big part of effective marketing strategy. The concept that customers decide how, when and where they interact with a company could be an opportunity but for many companies it is challenging…
