White paper

Siebel Real-Time Decisions

Business Intelligence
Participating Company: 
Oracle
Participating Analyst: 
ETM analyst

In today’s markets, organizations across industries are faced with a common set of business challenges. High customer turnover, shrinking customer wallet share, and a general failure of traditional marketing tactics are just a few of the challenges that are forcing organizations back to the basics. Traditional outbound marketing messages tend to reach customers unexpectedly and rarely address actual customer needs. Direct mail and email often get lost in a plethora of competing messages. Inbound customer interactions instead represent an underutilized opportunity for retaining customers and selling more products and services. Customers who are calling into a call center or browsing a Web site are engaged and ready to listen. They are granting permission to the organization to make effective use of their time. Moreover, their needs are transparent. Leveraging inbound interactions represents a unique opportunity to gain competitive advantage.