crm smart strategies presentation arienti

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.

Smart Strategies for CRM

Luisa Arienti, Country Applications Leader, Oracle

Armando Janigro, Business Development Manager, Oracle

A Smart Strategy to Think About

“In this economy, inaction is

understandable but

shortsighted. Those who face

their fear and get unstuck can

outrun hesitant competitors and

seize advantage.”

Source: “How to Get Unstuck,” May 2009, Rita Gunther McGrath and Ian C. MacMillan

Every Downturn Has Its WinnersChange in Relative Market Cap to Sales Ratio

• A firm is 2.3 times

as likely to change

industry ranking in a

downturn

• Firms in the top

quartile during a

downturn sustain

market premium for

3 years

Source: Corporate Executive Board, Executive Guidance for 2009, November 2008

1990-1991 Downturn vs. Industry Peers

The OpportunityLeverage IT Strategically to Win in the Downturn

Targeted

technology

investments

can deliver up

to ten times the

impact of

traditional IT

cost reduction

efforts

3-5%

3-4%

1-2%

.5%

Managing IT In A Downturn, McKinsey on Business Technology, Fall 2008

Leverage Leverage Customer Customer IntelligenceIntelligence

Focus on Focus on process process

efficiency and efficiency and effectivenesseffectiveness

Help Sales Help Sales Teams Teams

Become More Become More EffectiveEffective

Optimize Every Optimize Every Interaction Interaction with Every with Every CustomerCustomer

Every

Industry

Every

Organization

Business to

Business

Business to

Consumer /

Citizen

Every Economy Has Its Winners & LosersFour Imperatives To Be A Winner In The Recovery

Leverage Customer IntelligenceLeverage Customer Intelligence

““If bad data impacts an operation only 5% of the time, it adds a If bad data impacts an operation only 5% of the time, it adds a

staggering 45% to the cost of operations.staggering 45% to the cost of operations.””

Thomas Redman –Data, An Unfolding Quality Disaster,” Information Management Magazine

• Provides accurate and complete customer information

• Enables more targeted marketing

• Facilitates complete management of governance, risk and compliance

• Provides up-selling and cross-selling opportunities

.

SolutionSolution

Unify Your Customer UnderstandingClean, Consistent and Accurate Data For Your Enterprise

ChallengeChallenge BenefitBenefit

No single accurate view of your customer

Costly & inefficient marketing efforts

Increasing cost of compliance and data management

Lost customer loyalty

• Consolidates, cleanses and shares data

• Provides full spectrum of information quality products

• Supports both analytical and operational MDM

• Provides integrated Governance compliance

Oracle Master Data Management

• Achieve faster time to sales, marketing, and service insight

• Maximize sales productivity by understanding sales pipeline and opportunities

• Understand customer needs and buying patterns for more effective campaigns and improved ROI

• Improve service and customer satisfaction for more profitable and loyal customers

SolutionSolution

Get Smarter with Better IntelligenceIncrease Value from Existing CRM Data


Greater need to assess cost and opportunity gaps to increase profits

Limited information

for critical decision

making

Increased need to respond to volatile market conditions

Growing imperative to flank competitors in a challenging environment

• Prebuilt BI solutions for every role and function

• Built-in best practices

• Timely metrics, alerts, and reports delivered to laptop or mobile device

• Easy to use, extend, and integrate

Oracle BI Sales, Marketing, and Service

Analytics







Every

Industry

Every

Organization

Business to

Business

Business to

Consumer /

Citizen


Focus On Process Efficiency & Effectiveness Focus On Process Efficiency & Effectiveness –– By By

IndustryIndustry

““By addressing the specific requirements for different By addressing the specific requirements for different

industriesindustries…….companies can significantly lower customization .companies can significantly lower customization

efforts, decrease time to market, and increase actionable efforts, decrease time to market, and increase actionable

insight for complex relationships.insight for complex relationships...””

Gartner

Different Industries, Different Distribution Models

Public Sector

Communications TravelRetail

High Tech Engineering &

Construction

Professional

Services

AerospaceAerospace

& & DefenseDefense

Focus On Process Efficiency and EffectivenessCRM Best Practice Processes For Your Industry

Communications

Integrated Multi-channel E-Commerce

Multi-channel Customer Service

Self Service Billing

Presentment

Retail

Integrated Loyalty

Management

Multi-channel Order

Management


Transportation

Integrated Loyalty

Management

Personalized Marketing

Public Sector

Online Application

Management

Integrated Case Processing

Application Data & Forms

Integration

Other


Optimized Sales & PRM Solutions

Multi-channel Customer Service

Integrated CRM

AutomotiveAutomotive

Chemicals,Chemicals,

Energy,Energy,

Oil Oil & Gas& Gas

Clinical, Clinical,

Education Education & &

ResearchResearch

Consumer Consumer

GoodsGoods

Engineering Engineering

& &

ConstructionConstruction

Financial Financial

Services Services --

Institutional,Institutional,

Retail, Retail,

InsuranceInsurance

HealthcareHealthcareHigh Tech, High Tech,

Industrial Industrial

MfgMfg

Hospitality, Hospitality,

Travel Travel

Life Life

Sciences Sciences --

Medical Medical

Devices, Devices,

Pharma / Pharma /

BiotechBiotech

Natural Natural

ResourcesResources

Logistics Logistics

Service Service

ProvidersProviders

Professional Professional

ServicesServices

Small & Small &

Medium Medium

BusinessBusinessUtilitiesUtilities

Focus On Process Efficiency & Effectiveness Focus On Process Efficiency & Effectiveness with with Siebel SelfSiebel Self--ServiceService

““The Web is rapidly emerging as the selfThe Web is rapidly emerging as the self--service channel of service channel of

choice as a result of growing broadband penetration and the choice as a result of growing broadband penetration and the

lowlow--cost of the Web channel for companies and customers cost of the Web channel for companies and customers

alike.alike.””

SelfSelf--Service Strategies Report, 2007Service Strategies Report, 2007

• Deflect calls and dramatically reduce costs

• Resolve issues rapidly

• Gain seamless information flow with multi-channel integration

• Improve cash flow & reduce DSO’s by two-to four days

• Increase loyalty by delivering the ultimate online experience

• Gain 25- 60% adoption two years after deployment

.

SolutionSolution

Help Customers Help ThemselvesReduce Costs While Delivering Complete Online Service


Increased call center expenses

Low adoption of online services

Lengthy problem resolution cycles

• Complete, next generation Self-Service: E-Commerce, E-Support & E-Billing

• Transparent access to statements, orders, activity, phone, mail, and web interactions

• Self-resolution & assisted care

• Billing analytics

Oracle Self-Service

Exorbitant print, mail, lockbox and processing costs







Every

Industry

Every

Organization

Business to

Business

Business to

Consumer /

Citizen


““Hosted CRM gains high marks for rapid deployment, support, and ease of use to deliver a positive ROI to customers.”

Nucleus Research

Help Sales Teams Become More Effective Help Sales Teams Become More Effective with CRM On Demandwith CRM On Demand

• Drive maximum sales productivity

• Gain actionable insight

• Deliver improved marketing and service results

• Implement a tailored solution for your requirements

• Realize superior value with a highly cost effective solution

.

SolutionSolution

Seek Rapid Time to ValueIncrease Sales Productivity, Effectiveness and Collaboration


More accountability for top sales results

Smaller pipelines mean greater need to convert opportunities

Increased pressure for faster sales velocity

Reduced capital spending budget to improve technology infrastructure

• Comprehensive sales, marketing and service features

• Deploys in weeks

• Real-time and historic analytics for complete business visibility

• Easy to use, customize, and integrate

• Enterprise-grade SaaS offering

Oracle CRM On Demand

Help Sales Teams Become More EffectiveHelp Sales Teams Become More Effective

with Oracle’s Sales Productivity Bundlewith Oracle’s Sales Productivity Bundle

“Social networking is increasing the velocity of trusted information

exchange and, in doing so, drives revenue acceleration...”Rachel Happe, Research Manager, Digital Business Economy, IDC

• More quality leads and

opportunities in the pipeline

• More effective sales

execution in presentations

and proposals

• Higher conversion rate of

leads, to opportunities, to

closed deals

• Increased velocity of

opportunities through

pipeline

• More strategic deal pricing

and larger margins per deal

SolutionSolution

Impact Every Stage Of The Sales ProcessSaaS for Sales Reps—Complements Existing CRM Deployments


Valuable sales rep time wasted searching for leads

Poor execution on deals, delays and inefficiencies

Lost margin and revenue due to poor quotation and negotiation decisions

Poor pipeline quality & unpredictable revenue streams

• SaaS-based solutions designed to increase sales user effectiveness

• Identifies most likely prospects on territory and predicts returns

• Uses wisdom of the crowd to deliver the most effective campaigns, presentations and proposals

• Introduces process to deal pricing and negotiation

Sales Productivity Bundle







Every

Industry

Every

Organization

Business to

Business

Business to

Consumer /

Citizen


Optimize Every Interaction With Your Best Optimize Every Interaction With Your Best

Customers with Siebel LoyaltyCustomers with Siebel Loyalty

““In industry after industry, loyalty leaders are growing at more

than twice the rate of their competitors.”Fred Reichheld - Author, The Ultimate Question

• Maximize customer value and duration

• Deliver differentiated and personalized service at every point of interaction

• Create a superior value proposition with innovative programs and offers

• Respond swiftly to marketplace developments with rapid fire promotions

• Gain competitive advantage

.

SolutionSolution

Keep Your Customers CloseIncrease the Value & Duration of Your Customer Relationships


Increased competition, decreased spending

Cost of finding new customers greater than retaining existing customers

Low perceived value due to lack of differentiation across programs

Greater demand from customers for recognition across multiple channels

• Next-generation solution for creating innovative, customer-centric loyalty programs

• Enables rapid partner set-up and management

• Delivers pre-built loyalty processes and task-based flows

• Provides actionable insight into member behavior with unified customer views

Siebel Loyalty Management

Optimize Every Customer Interaction with Next Optimize Every Customer Interaction with Next

Generation Customer AppsGeneration Customer Apps

80% rate 80% rate ‘‘a person like themselvesa person like themselves’’ as the most credible as the most credible

spokesperson for a company, only 29% rate the CEO*spokesperson for a company, only 29% rate the CEO*

Source: *HBS Social Media Report March 2008, Edelman Customer Index Report 2008

• Maximize customer loyalty, profitability and retention

• Increase cross selling / up selling while reducing cost of sales

• Improve customer service efficiency while reducing customer service cost

• Increase customer acquisition rate through advocacy and customer driven marketing

• Increase ROI from existing CRM

.

SolutionSolution

Optimize Every Interaction With Every CustomerMake “The New Customer” Your New Business Strategy


The economic climate’s effect on your industry and your customers

Disruptive technology is empowering customers

The New Customer – expects you to know what they want & they want it now

Greater demand from customers for recognition across multiple channels

• Make the most contextual and compelling offers to your customers

• Provide self-service and ecommerce regardless of time and location

• Incentivize customers in order to manage their behavior

• Leverage social networks to build customer advocacy

• Built on Siebel CRM

Next Gen Customer Apps







Every

Industry

Every

Organization

Business to

Business

Business to

Consumer /

Citizen


47% Frequenttraveller growth

Achieved $6.2M in incremental ordersfrom cross-selling

Reduced by 120%time to launch new promotions

Process 1M loyalty transactions per batch/per daY

Saved $22M per year from 18M customers going paperless

+11% Cust Sat & +$1M win backs in first 3 months

20% more cases in pipe, 5,000 admin hours reduction

Saving $12M per year with Points-for-Card Renewal

Customer Success

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customer needs

leverage customer intelligence

accurate data

data management

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bad data

shares data

leverage processeverycustomer