copyright 2008 oracle. confidential, all rights reserved

CEM Social NetworkingLeverage Web 2.0 Technologies in your CRM

Fadi SAAB | Territory Sales Consulting Manager - GCCCommunications, Media, Utilities & Transportation Industry Phone +971.4.3909000 | Cell +971.5.0900 27 21Oracle Middle East & Africa Operations


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.


Customers participate to the enterprise loyalty strategy

Customers participate to the enterprise loyalty strategy

Transaction

Interaction

Satisfaction

Relation

Loyalty

Militant

Product Recommendation

Recommendation based on interaction and sharing information

Recommendation based on customer history and multiple interactions

Recommendation based on personalization

Cu

sto

mer

Be

hav

ior

Client relation lifecycle

Operational customer Experience

Customer feel preference and loyalty obligation

Occasionnel Recurrent Long term Permanent

Client Experience management

Info

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Sat

isfi

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dvo

cat

“Customer Advocates”


The Impact of Social NetworkingA New Web, A New User Population

Users grew up on the Internet and share by default

Expect social structures from all applications

Blur line between professional and personal relationships

Accustomed to instant access to information

http://www.flickr.com/

http://www.linkedin.com/

Not Your Father’s Conversation

• Open and honest• Larger than we’ve ever imagined

The Power of Viral AdoptionDays Rice (Users)

Day 1 1

Day 2 2

Day 3 4

Day 4 8

Day 5 16

Day 6 32

Day 7 64

Day 8 128

Day 9 256

Day 10 512

Day 11 1024

Day 12 2,048

Day 13 4,096

Day 14 8,192

Day 15 16,384

Days Rice (Users)

Day 16 32,768

Day 17 65,536

Day 18 131,072

Day 19 262,144

Day 20 524,288

Day 21 1,048,576

Day 22 2,097,152

Day 23 4,194,304

Day 24 8,388,608

Day 25 16,777,216

Day 26 33,554,432

Day 27 67,108,864

Day 28 134,217,728

Day 29 268,435,456

Day 30 536,870,912

Day 31 1,073,741,824

Internet Penetration

Country or Internet Broadband InternetRegion Name Users Subscribers Penetration

Greenland 52,000 n/a 90.3 %Iceland 273,930 97,900 90.0 %Norway 3,993,400 1,558,000 86.0 %Finland 4,353,142 1,617,000 83.0 %Netherlands, the 13,791,800 5,507,000 82.9 %Sweden 7,295,200 3,280,000 80.7 %Australia 16,926,015 4,830,200 80.6 %New Zealand 3,360,000 853,000 80.5 %…


United States 213,364,918 73,206,000 73.2 %United Kingdom 43,753,600 15,605,200 71.8 %Belgium 7,006,400 2,715,300 67.3 %Germany 55,221,183 19,600,000 67.0 %France 40,858,353 15,550,000 65.7 %…


United Arab Emirates 2,260,000 379,800 48.9 %Qatar 351,000 70,300 42.4 %Lebanon 1,570,000 190,000 39.5 %Bahrain 250,000 68,300 34.8 %Kuwait 900,000 25,000 34.7 %Tunisia 2,800,000 114,200 27.0 %… Saudi Arabia 6,380,000 600,000 22.7 %Morocco 6,600,000 477,400 19.2 %Jordan 1,126,700 86,000 18.2 %Syrian Arab Republic 3,470,000 7,000 17.6 %Palestinian Territory 355,500 55,600 14.8 %Egypt 10,532,400 477,100 12.9 %South Africa 4,590,000 378,000 10.5 %Algeria 3,500,000 287,000 10.4 %Oman 340,000 20,200 10.3 %Nigeria 10,000,000 500,000 6.8 %

As of 2009

Markets Are Conversations

• A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter—and getting smarter faster than most companies.

- The Cluetrain Manifesto

Source: The Cluetrain Manifesto

• The Internet accounts for only 10% of total sales, but Social Networks influence > 40% of all offline sales

• >85% of the students currently enrolled in U.S. colleges and universities have profile pages on Facebook

• Active accounts on Social Networks• 300 million on QQ (China)• >60 million on Orkut (Big in Brazil and India)• 60 million on Facebook (US)• 20 million on Cyworld (Korea)• 19 million on Friends Reunited (UK) • 14 million on Mixi (Japan)

Trends in how consumers want to engage socially on their sites and over which specific social network providers

Are Companies Using Web 2.0?*

*Source: July 2008 McKinsey Quarterly Survey on web 2.0

Increased Focus on End-user Applications


What are Companies using Web 2.0 to do?*

*Source: July 2008 McKinsey Quarterly Survey on web 2.0

Merchants are excited about the future for Social and are already getting started


Moving From CRM To CEMA New Web, A New User Population

Acquisition

Pa

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hip

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gem

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Ca

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ark

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Products and packages

Acquisition

Churn

Web

RCC

FullIVR

Work F

TeleMark

ITV

Client

Qualif ication

Order management

Ser

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Req

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Ret

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Lo

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Win Back

SMS

http://www.flickr.com/

http://www.linkedin.com/


Two Integration Cases

SelfCare to Social Integration

Social Enterprise account to CRM Integration

SelfCare

Enterprise Account


Service Flow

1. Community Manager Dashboard – Community manager reviews relevant service oriented posts.

Community manager creates SR from post.

2. CRMOD: Agent reviews SR Screen – Because handle was in CRMOD, SR is created against CRMOD

contact.

3. CRMOD: Agent Responds– Agent responds directly customer, providing a suggested solution.

Note outbound response being displayed as a closed activity against the SR

4. Twitter: Customer View – Customer reviews agents reply. Tries fix but needs to alter it a little to

get it to work. Customer sends reply to agent tweet thanking him and stating the one other thing needed to get his configuration to work.

5. CRMOD: Agent Reviews Response– Agent views SR (or some inbox) with customer’s response. Because

the customer’s response contains valuable information, agent creates a CRMOD solution from the customers tweet response.


Community Manager Dashboard


Service Request from Social Media Post


Agent Responds From Within CRM OD


Outbound Response Tracked in Two Places


Outbound Response Added as an Activity


Customer Reviews Response and Responds


Inbound Response as an Open Task


Inbound Response as a Task


Inbound Response Tracked in Two Places


Customer Response Merits Creating a Solution


Agent Creates Solution From Response

`


Solution Added in Draft Status


Solution Added to CRM OD


Two Integration Cases

SelfCare to Social Integration

Social Enterprise account to CRM Integration

SelfCare

Enterprise Account


Are Your Salespeople in the Conversation?

Benefits of being in the conversation• Insight from the customer well in advance

of the salesperson’s first call• Insight on what to sell based on peer

actions• Insight on which campaigns work well from

peers• Insight on which messages were effective

Conversations Conversations

Sales Rep


Social Commerce Engagement

Convergent

Connector


Social Login

Visitors may also login using their social network credentials. If they are already signed into a site like Facebook, then they try to login to Spaces, they will simply login automatically without having to fill in a login for or provide any additional credentials

Shopper‟s chosen avatar is synced from the social network they connect from to personalize their MyStore Panel


Shoppers who trust their social networks can use those credentials to register for a Spaces store account instantly. The store registration form will be automatically pre-populated will all permissible information pulled from their connected social networks such as Facebook, Twitter, GMAIL, MySpace and others. If a merchant doesn‟t want to collect any „additional‟ details or opt-ins during registration they can opt to make the social registration process a 1-click event!

Examples of Social Commerce and Social Integration in Action


“Share This‟ widget

Shoppers navigate to an item‟s product detail page or tooltip and chooses to „Share This‟ product on their Facebook and Twitter wall with all their friends. They then add a little note inviting them to join them at the online store.


Recommendations Product Carousel: in product tooltips

Carousel product and promotion tooltips have great information to share as well as a quick call link to action to add items to the cart.


Promotions Page/Modal: by clicking the „view all promotions‟ button

Don‟t just share products, share PROMOTIONS too! They will link back to the applicable product or category when clicked in the Facebook Wall, etc.


Entire Orders at post sale

It‟s a new best-practice to give your loyal customers a chance to be brand ambassadors by allowing them to share their entire purchases with others. We may take this even further in the future in the form of “affiliated microstores” in our upcoming My Store Concept. More on that as it develops.


Entire Orders at post sale

Shared links will lead the attracted visitors directly to that purchase‟s product list landing page. On that page they will find calls to action, like Add to Cart, Add to List and Share, as well as other details about the items.


Comments/Reviews on Product Details Page:


Gift Lists: Lists can be shared across any/all connected social networks

When you share a list across your connected social networks, the link will bring the attracted visitor to a page detailing the list, or in the case where the list only contains one product, it will go directly to that product‟s detail page. This gives the shopper a rapid and fun way to collaborate with other people while shopping for an event. Privacy is enforced where applicable.


Social Reactions (Like/Dislike/Whatever)

When the user reacts by clicking one of your configurable „social reaction phrases‟ both their user profile as well as the product in question get updated with the new reaction/like data. This makes it possible to segment and target your users as well as your products and promotions based upon the like data contained in either the user or products profiles.

The results of the Share This button to Facebook


Social Affinity

Exposing this „social affinity‟ functionality in the form of widgets on key pages where you want to give visitors peace of mind about a buying decision seems like a good thing. Facebook validates that our approach nearly guarantees conversion improvement and will likely be a new social commerce best practice.


My Social Connections Menu


Social Network Profile Data = Merchant‟s Pot of Gold!

As users update their social profiles, their site experience will change along with them.

The social profile data is then persisted in the ATG user profile and immediately available to use in segmentation and targeted personalization rules.


Social CRMQ & A

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Documents

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new web

new user population

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impact of social networking