Turning Data Into Profit: Driving Business Growth and Profit From a Customer Experience Management Program
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Oracle's CCO has taken the lead in centralizing and coordinating survey research. Four years ago, Oracle had a decentralized approach, with four different relationship surveys, each involving different people and processes, making it difficult to harness the VOC strategically.
Today, a single relationship survey highlights the customer experience across cumulative contacts for a true measure of organizational effectiveness. This single relationship survey is used to track customer satisfaction in a consistent fashion across the installed base, from long-time Oracle customers to those who recently came aboard through acquisition.
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Jeffrey Henning
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