更新时间：2021-06-24 15:34:05
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 Eloqua
Oracle Responsys
Oracle BlueKai
Oracle Maxymiser
Oracle Infinity
Oracle Content Marketing
Social Marketing
Oracle Social
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
