crm at oracle: real-time decisions

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CRM at Oracle – Real-Time Decisions

Deepak Gupta Roger Rich Lisa Pondicherry

Vice President Senior DirectorSenior Manager

CRM Systems Marketing Systems Marketing Systems

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$26.8 billion in revenue for fiscal year 2010

•More than 345,000 customers worldwide

•More than 21,000 partners

•100,000+ employees, including:

•35,000 sales & marketing

•7,500 support

Global CRM (GCM) Single Instance

• 1.8M Accounts• 20M Contacts• 20M Prospects

35,000 Internal users

• 72M Marketing Responses• 24M Sales Activities• 18M Marketplace Accounts

100,000 Territory Lookup users

300,000 Partner users

Partner Portal

145 Countries

10 Languages

Objective

• Global, consistent, streamlined, and scalable campaign to opportunity to quote processes

Approach• Go Native – 90% vanilla• Go Fast – 1 year to rollout• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI

Oracle’s Global CRM ImplementationOptimizing Our Go-To-Market

Sales

Customer Data

Marketing

Partners

Global CRM Single Instance Ecosystem

Implementation planned

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CRM at Oracle – Real-Time Decisions

Deepak Gupta Roger Rich Lisa Pondicherry

Vice President Senior DirectorSenior Manager

CRM Systems Marketing Systems Marketing Systems

<Insert Picture Here>

Marketing Business Cycle

GlobalCRM

Siebel MRMPlanning and BudgetingDefine Marketing Initiatives

Create Funds & Allocate BudgetRequest & Approve BudgetCreate Plans & Programs

Campaigns/Os/Ts

Siebel MarketingList and Segmentation

Target AudienceBuild/Load SegmentsLaunch Campaigns

Email Marketing

OCH & Siebel MarketingResponse Management

Response CaptureQualificationAssignment

Lead Creation

CRM Analytics (OBIA) Closed Loop ReportingMeasure Marketing ROITrack Budget to ActualFact-based Planning

Marketing Business Cycle

eMarketing AppsMarketing Execution

Landing PadEvent RegistrationSoftware Download

Siebel Call CenterOpportunity Management

Opportunity ConversionOpportunity Progression

• <Insert Picture Here>

CRM at Oracle – Real-Time Decisions

Deepak Gupta Roger Rich Lisa Pondicherry

Vice President Senior DirectorSenior Manager

CRM Systems Marketing Systems Marketing Systems

<Insert Picture Here>

Real-Time Decisions

Challenges

•Limited set of lead scoring attributes

•Cumbersome maintenance of scoring rules

•Lack of insight into effectiveness of the scoring rules

Capabilities

•Self service rule setup and deployment

•Flexible UI for setup and simulation of rules

•Advanced capabilities including predictive reporting and dynamic business rules

Siebel Marketing – Response Validation

Real-Time Decisions – Scoring Administration

Siebel Call Center – Scored Lead

Real-Time Decisions – Predictive Reporting

Benefits

• 50% increase in scoring attributes

• 80% reduction in maintenance of rules

• Visibility into effectiveness of scoring rules and other drivers for scoring on a real-time basis

• Foundation to leverage RTD Dynamic Scoring in future phases

For More Information

search.oracle.com

or

sales.oracle.com

Real-Time Decisions