Oracle TV CloudWorld 2024: How Oracle Champions Customer Success

Summary

Oracle's customer success initiatives are highlighted in this broadcast, with Gary Miller and Damon discussing the company's efforts to enhance client satisfaction. Oracle's Customer Success Services, launched a year and a half ago, bring together various teams to ensure customers' success from implementation to continuous innovation. New tools like Oracle Cloud Success Navigator, along with services like Cloud Success Assurance and Protection, aim to streamline the customer journey. The announcement of 22 industry-specific playbooks demonstrates Oracle's commitment to helping businesses thrive in their respective fields while embracing ongoing cloud transformations.

Takeaways

• 😀 Oracle has formed a dedicated Customer Success team, combining services like Oracle University, Cloud Success Managers, and Global Consulting to provide seamless support for customers.
• 😀 The Oracle Cloud Success Navigator is a new digital platform designed to scale customer success, providing guided journeys and leveraging artificial intelligence to accelerate cloud adoption.
• 😀 Cloud Success Navigator is built around Oracle's Redwood UI, making it intuitive and easy for customers and partners to navigate through their cloud journey.
• 😀 The platform offers a free, accessible framework that uses Oracle’s modern best practices and Cloud quality standards, guiding customers through every stage of their cloud lifecycle.
• 😀 Oracle’s Cloud Success Assurance service is responsive, offering customers immediate assistance with issues across their Oracle ecosystem, whether they’re new or established users.
• 😀 The Cloud Success Protection service takes a proactive approach, helping customers with capacity planning, performance optimization, and forecasting future needs.
• 😀 Oracle has launched 22 industry-specific playbooks, offering best practices for planning, implementing, and optimizing Oracle Cloud solutions tailored to each industry’s unique needs.
• 😀 The goal of these playbooks is to help customers do more with less, providing them with the tools and guidance to thrive within their respective industries.
• 😀 Oracle’s commitment to customer success is demonstrated through personalized support and an end-to-end approach that includes ongoing innovation and cloud updates.
• 😀 Artificial intelligence plays a major role in Oracle’s offerings, including the Cloud Success Navigator, where AI helps recommend tailored solutions and accelerate customer journeys.
• 😀 Oracle encourages customers and partners to engage with their resources at events like Oracle Cloud World, where they can explore tools like ‘Keys to Success’ and interact with experts to deepen their understanding of AI and cloud innovations.

Q & A

What is the primary goal of Oracle's Customer Success Services?

The primary goal of Oracle's Customer Success Services is to ensure customers achieve success with Oracle Cloud by providing integrated support throughout their cloud journey, from implementation to continuous innovation.

What was the key change Oracle made to its customer success organization?

Oracle created a unified customer success organization by bringing together multiple service teams such as customer success managers, support, consulting, and education, all focused on enhancing customer success.

How has Oracle's approach to customer success impacted customer satisfaction?

Oracle's approach to customer success has significantly improved customer satisfaction, as evidenced by the increase in the number of customers successfully going live on Oracle Cloud, with some days having as many as 10 customers going live in a single day.

What does the Oracle Cloud Success Navigator offer to customers and partners?

The Oracle Cloud Success Navigator is a modern digital platform designed to guide customers and partners through their cloud journey, offering AI-driven assistance, best practices, and personalized experiences to help them achieve success faster and more efficiently.

What makes the Oracle Cloud Success Navigator unique?

The Oracle Cloud Success Navigator is unique because it uses artificial intelligence to accelerate customers' cloud journeys, provides a guided experience based on Oracle's best practices, and is designed to be intuitive and easy to navigate.

How does Oracle’s Cloud Success Assurance service support customers?

Oracle's Cloud Success Assurance service offers responsive support, helping customers resolve any issues they encounter across their entire Oracle ecosystem, including multi-cloud environments.

What is the difference between Cloud Success Assurance and Cloud Success Protection services?

Cloud Success Assurance is a responsive service that helps customers address issues as they arise, while Cloud Success Protection is a proactive service that offers personalized assistance, including capacity planning and performance optimization.

How do Oracle’s industry-specific playbooks benefit customers?

Oracle’s industry-specific playbooks provide tailored strategies, best practices, and optimized solutions for Oracle Cloud implementation and optimization, helping customers in various industries achieve greater efficiency and success.

What role does artificial intelligence play in Oracle’s customer success services?

Artificial intelligence is embedded throughout Oracle’s customer success services to assist with planning, design, data migration, testing, deployment, and optimization, making the entire cloud lifecycle more efficient and personalized.

What is the significance of Oracle’s 'Total Customer Commitment'?

Oracle’s 'Total Customer Commitment' emphasizes the company’s dedication to supporting customers at every stage of their cloud journey, providing resources, tools, and tailored support to ensure continuous success and innovation.