crm@oracle: crm analytics
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CRM@Oracle – CRM Analytics
Deepak Gupta Eve Milrod Halwani Sirish Bindal
Vice President Senior DirectorDirector
CRM Systems Sales SystemsCRM Analytics
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Oracle Corporation
Solutions Offerings• Oracle Database
• Oracle Fusion Middleware
• Oracle Applications
• Oracle Services
Information Technology• Four major IT Functions
1. Applications2. Development 3. Traditional 4. On Demand
About Oracle
•US$23.3 billion in revenue for fiscal year 2009
•More than 345,000 customers worldwide
•More than 21,000 partners
•85,000 employees, including:
•30,000 sales & marketing
•7,500 support
Global CRM Single Instance
• 1.5M Accounts• 18M Contacts• 24M Prospects
30,000 Internal users
• 47M Marketing Responses• 17M Sales Activities• 18M Marketplace Accounts
85,000 Territory Lookup users
200,000 Partner users
Partner Portal
145 Countries
10 Languages
Objective
• Global, consistent, streamlined, and scalable campaign to opportunity to quote processes
Approach• Go Native – Go Fast• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI
Global CRM ImplementationOptimizing Our Go-To-Market
Sales
Customer Data
Marketing
Partners
Global CRM Single Instance Ecosystem
Implementation planned
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CRM@Oracle – CRM Analytics
Deepak Gupta Eve Milrod Halwani Sirish Bindal
Vice President Senior DirectorDirector
CRM Systems Sales SystemsCRM Analytics
The 5+1 Formula for CRM Success
Governance Process
Data Quality & Integration
User Adoption
Business Intelligence
Strategy
Oracle’s Enterprise Reporting Strategy
1. Leverage existing ERP and CRM assets
2. Establish a Single Instance for BI
3. Deploy best-in-class BI technology stack
4. Deliver role-based intelligence
5. Create a culture of intelligence
BI Deployment @ Oracle
Sales
• Executive , VP, RM & Rep Dashboards
• Territory Analysis
• Account Analysis
• Pipeline Analysis
• Lead Disposition
• Opportunity & Forecast Analysis
• Sales Activities
• Deal Alerts• Win Ratio
Analysis• Upsell /
Cross-sell / Whitespace
Marketing
• Executive Dashboards
• Budgeting & Planning
• ROI & Spend Analysis
• Pipeline Contribution
Analysis• List Building &
Segmentation Analysis
• Campaign Lead Analysis
• Campaign to Deal Analysis
• Campaign Effectiveness
• Campaign & Event
Analysis• Opportunity
Source Analysis
IT
• Usage Metrics• Time Metrics
& Analysis• SR Analysis
• Project Analysis
• Patching Analysis
One of the Largest Global Deployments of
• Siebel CRM 8.0 Analytics
• EBS R12 Analytics
Production Statistics
• 137 BI Subject Areas
• 6.8 Million Report Queries
• 3 TB Warehouse
Data Quality
• Data Completeness
• DQ Trending• Data Growth• Data Profile
Alliances
• Executive Dashboards
• PartnerOrdering Analysis
• Partner Effectiveness
• Channel Management
Enterprise Reporting Architecture
EBS Global Single Instance
SINGLE DATA DEFINITION
CUSTOMER
GLOBAL CORPORATE WAREHOUSE
BI Server
Ad-hoc Analysis
Interactive Dashboards
Detect & Alert
Mobile &Disconnected
Office Integration Search Embedded
PRODUCT INDUSTRY GEOGRAPHY
Siebel CRMSingle Instance
ServiceSingle Instance
Planning & Budgeting
External Data Sources (e.g., D&B)
HR
Alliances & Channels
Support
Education
Sales
Finance
Products
MarketingIT LOB Teams
Analytics Engagement Model
EnterpriseReporting IT Tech Team
DefineFunctional
Specs
Coordinate Functional
Delivery
Centers of Excellence
Advantages of BI Single Instance Deployment
Ad HocAnalysis
ExecutiveDashboards
OperationalIntelligence
PerformanceManagement
360Reporting
Analytics
BI Single In
stance
BI Single In
stance
Lower Cost• Eliminated redundant data marts• Standardized data definitions• Standardized BI technology• Shared infrastructure• Economy of scale• Maximum utility
Superior Solution• Complete analytic capabilities• Accessible to everyone• Role-based BI apps• Complete content• Available 24x7• High security• 360° views
Success Factors
5
Focus on query performance6
4
3
2
1
Use pre-built applications to reduce costs
Power to the people – distribute the ability to create
Solid CRM transaction system and process foundation
Define and communicate BI strategy
Provide analysis and not just reports
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CRM@Oracle – CRM Analytics
Deepak Gupta Eve Milrod Halwani Sirish Bindal
Vice President Senior DirectorDirector
CRM Systems Sales SystemsCRM Analytics
Marketing ProgramResults – Summary, Responses, Leads & Opportunities
NOTE: Data is for illustrative purposes only
Marketing ProgramComparison – Goals to Actuals
NOTE: Data is for illustrative purposes only
PipelineProgression – Current + Future 2 Quarters
NOTE: Data is for illustrative purposes only
PipelineAt Risk – Proactive Focus & Planning
NOTE: Data is for illustrative purposes only
ForecastingSubmission Status – Management Productivity
NOTE: Data is for illustrative purposes only
Multi-Dimensional Forecasting Comparison – Forecast & Pipeline by Product & Currency
NOTE: Data is for illustrative purposes only
Solution LandscapeWhitespace – Cross-sell & Upsell Strategy
NOTE: Data is for illustrative purposes only
Customer 360Sales & Products Insight – Blending CRM, ERP & Support Info
NOTE: Data is for illustrative purposes only
For More Information
search.oracle.com
or
sales.oracle.com
CRM Analytics
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