crm smart strategies presentation arienti
TRANSCRIPT
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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 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
ChallengeChallenge BenefitBenefit
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
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
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
Integrated Multi-channel E-Commerce
Transportation
Integrated Loyalty
Management
Personalized Marketing
Public Sector
Online Application
Management
Integrated Case Processing
Application Data & Forms
Integration
Other
Integrated Multi-channel E-Commerce
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
ChallengeChallenge BenefitBenefit
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
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
““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
ChallengeChallenge BenefitBenefit
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
ChallengeChallenge BenefitBenefit
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
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
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
ChallengeChallenge BenefitBenefit
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
ChallengeChallenge BenefitBenefit
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
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
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