Oracle CX Cloud Suite : deliver a seamless and personalized customer experience with the Oracle CX Suite /: deliver a seamless and personalized customer experience with the Oracle CX Suite. (2019)

• Record Type: Book
• Other Titles: Oracle customer experience Cloud Suite
• Further Information: Note: Kresimir Juric.
• Authors: Juric, Kresimir
• Contents: Cover; Title Page; Copyright and Credits; Dedication; About Packt; Contributors; Table of Contents; Preface; Section 1: Brave New World; Chapter 1: 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; Chapter 2: Overview of Products Oracle solutions and their roles in an enterpriseOracle 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 systemsOracle 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; Chapter 3: CX Solution Architecture; Understanding the CX architecture; Solution architecture; Customer journey mapping; CX reference architecture; Deployment type PrinciplesComponents; 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 Chapter 4: As-Is and To-Be AnalysisTechnical 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
• Publisher Details: Birmingham, UK : Packt Publishing
• Publication Date: 2019
• Extent: 1 online resource, illustrations
• Subjects: 004.6782; Cloud computing; Web services; Customer relations -- Management -- Data processing; Electronic books
• Languages: English
• ISBNs: 9781788832014; 1788832019
• Related ISBNs: 9781788834933
• Notes: Note: Description based on online resource; title from title page (Safari, viewed May 14, 2019).
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.