crm at oracle: real-time decisions
DESCRIPTION
The CRM at Oracle series highlights Oracle's internal implementation of Oracle CRM products such as Siebel CRM and Oracle CRM On Demand. This presentation discusses how Oracle utilizes Oracle's Real-Time Decisions (RTD) for lead scoring. RTD reduces maintenance of rules and provides visibility into the effectiveness of the rules.TRANSCRIPT
• <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
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
• <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>
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