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Key Tools to Navigate in the Social Stratosphere
SRM is a purely browser based application where you can set up listeners, social pages, workflows and even integrations to RightNow and Eloqua.
It is classified as part of the Oracle Social Cloud. The audience for this application is primarily the marketing arm of a business but can be used by support as well. In fact I know at least one electronics manufacturer where customer support falls under marketing. Yes it makes for some interesting internal conversations but how powerful would that be if your marketers were listening to social chatter, identified some potential fires and were able to seamlessly pass them on to the call center agents that were using RightNow? Everyone one wants a 360 degree view of the customer, don’t they? The answer is they should!
Information on Oracle Social Cloud: http://www.oracle.com/us/solutions/social/overview/index.html
The anchor of Oracle’s Marketing cloud is Eloqua, it is geared towards marketing and deals mainly with the more traditional channel of email. There are still large demographics of people that are not adopting newer social channels therefore I do not see email going the way of the CD just yet.
With Social Sign-on Apps from Eloqua, businesses can prompt visitors to sign on with their Facebook, LinkedIn, or Twitter login to access their marketing asset.
Eloqua Social landing page apps are accessible directly within the landing page editor. Each tool, such as the social sharing tools for Google+, LinkedIn and Twitter can be dragged onto the landing page canvas with a single click and quickly configured. Allow users to share content with their network within Google+, LinkedIn, Facebook and Twitter!
Integrate with Oracle SRM to better target your campaigns to address what is being discussed by your targets.
In fact, each of the solutions I spoke about have integrations that allow them to seamlessly interact and provide better insight into customer activity whether it be purely social, marketing or service. More information can be found in this data sheet:http://www.oracle.com/us/products/social-relationship-mgmt-brief-1915605.pdf?ssSourceSiteId=opn
At eVerge Group we have a vast amount of experience across CX, Marketing and Social and can provide assistance with assessments, best practices, implementations, integrations and more. I would like to thank Jim Sibley for his contribution to this article and for continuing to share his knowledge of Eloqua with me. If you are interested in learning more or have questions feel free to reach out to me firstname.lastname@example.org
eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php
About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for six years.
Read the rest of Rhianna's article at the Source: http://blog.evergegroup.com/?p=1250