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Oracle CX Cloud Suite
OracleCXCloudoffersfeaturesandcapabilitiesthathelpcompaniesexcelatsales,customermanagement,andmuchmore.Thisbookisadetailedguidetoimplementingcloudsolutionsandhelpingadministratorsofalllevelsthoroughlyunderstandtheplatform.OracleCXCloudSuitebeginswithanintroductiontohigh-levelOraclearchitectureandexamineswhatCXoffersoverCRM.You’llexplorethedifferentcloud-basedtoolsformarketing,sales,andcustomerservices,amongothers.Thebookthendelvesintodeploymentbycoveringbasicsettings,settingupusers,andprovisioning.You’llseehowtointegratetheCXsuitetoworktogethertointeractwiththeenvironmentandconnectwithlegacysystems,socialconnectors,andinternetservices.ThebookconcludeswithausecasedemonstratinghowtheentireOracleCXSuiteissetup,andalsocovershowtoleverageOracleICSandOracleCXCloudforhybriddeployment.Byendofthebook,youwillhavelearnedabouttheworkingoftheOracleCXCloudSuiteandhowtoorchestrateuserexperienceacrossallproductsseamlessly.
目錄(262章)
倒序
- coverpage
- Title Page
- Copyright and Credits
- Oracle CX Cloud Suite
- Dedication
- About Packt
- Why subscribe?
- Packt.com
- Contributors
- About the author
- About the reviewer
- Packt is searching for authors like you
- Preface
- Who this book is for
- What this book covers
- To get the most out of this book
- Download the example code files
- Download the color images
- Conventions used
- Get in touch
- Reviews
- 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
- Other Books You May Enjoy
- Leave a review - let other readers know what you think 更新時(shí)間：2021-06-24 15:34:05
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