lepanto customer relationship management - new york oracle...
TRANSCRIPT
Customer RelationshipManagement
(CRM)
Rob Lepanto, AppCentric
About the Presenter
Rob Lepanto has been working with the Oracle Apps forover 10 years, with a focus on customer-facingapplications.Rob has performed exhaustive reviews of the CRMsoftware offered by Oracle, Siebel, PeopleSoft, and SAPand has worked with clients on package selection forCRM solutions.Rob is a Partner at AppCentric, a high-quality ERPconsulting company based in Manhattan.Rob is the President of the NYC-OAUG
CRM Overview, Rob Lepanto, AppCentric
What is CRM?
An integrated, comprehensive process providingan organization with information about itscustomers, enabling it to provide the rightproducts and services to the right customers atthe right time, at the right price, while providingthe right level of quality.
CRM Overview, Rob Lepanto, AppCentric
What are the Benefits of CRM?
The potential benefits include:– Increased sales
– Increased customer retention
– More profitable customer relationships
– Decreased operating costs
– Increased margins
– Increased shareholder value
CRM Overview, Rob Lepanto, AppCentric
Potential
The goal of this presentation
To provide the audience with a brief, conceptualframework for CRM and an introduction to theOracle CRM suite.To provide the audience with information that willhelp them determine whether they would like tolearn more about how CRM could benefit theirorganization.To determine if there is interest in more focused,training-oriented sessions on CRM sponsored bythe NYC-OAUG.
CRM Overview, Rob Lepanto, AppCentric
Components of CRM
CRM Overview, Rob Lepanto, AppCentric
Retaining Customers
Acquiring Customers
Identifying Customers Market Research
Marketing
New Sales
Service
Support
Ongoing Sales
ProspectingI
N
F
O
R
M
A
T
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O
N
Using Systems to Support CRM
Early CRM focused on automation
Current CRM focuses on– Automation, but also:
– Information
– Alignment
– Collaboration
– Effectiveness
CRM Overview, Rob Lepanto, AppCentric
Information
Identifying, capturing, and recalling informationabout the customer is the basis forunderstanding how to interact, work with, andsupport that customer
CRM Overview, Rob Lepanto, AppCentric
Alignment
Ensures that groups within an organization worktogether to support corporate objectives throughbetter communication, consistent information,and objectives.
CRM Overview, Rob Lepanto, AppCentric
Collaboration
Enables coordinated selling, service, and supportacross channels, business units, anddepartments through integrated processes andshared information.
CRM Overview, Rob Lepanto, AppCentric
Effectiveness
Driving enterprise information and enterprise-wide business processes throughout all phasesof the sales and service process.
CRM Overview, Rob Lepanto, AppCentric
Some Influential Factors
Cost of acquiring new customers is higher than the costof retaining current customers.
Indirect channels are accounting for an increasingpercentage of total sales volume.
Outsourcing and Offshoring, while potentially creatingsignificant cost-savings, are physically and logisticallydividing organizations and are increasingly separatingcustomers with customer service organizations, in termsof time, location, and culture.
CRM Overview, Rob Lepanto, AppCentric
Oracle’s CRM Offering
Oracle Marketing
Oracle Sales
Oracle Service
Oracle Partner Relationship Management
Analytics
CRM Overview, Rob Lepanto, AppCentric
Oracle’s CRM Offering
CRM Overview, Rob Lepanto, AppCentric
MarketingMarketing9i Data MiningTradeManagement
SalesTeleSalesField SalesSales OfflineConfiguratorQuotingProposalsIncentiveCompensationiStore
ServiceTeleServiceiSupportField ServiceMobile FieldServiceAdvancedSchedulerDepot RepairServiceContracts
AnalyticsBusinessIntelligenceDiscovererSales Analyzer
PartnerRelationshipManagementPartners
Oracle Marketing
CRM Overview, Rob Lepanto, AppCentric
Campaign Planning and ExecutionAnalysis and ReportingSegmentation and List ManagementE-MerchandisingBudget and Cost ManagementPromotion ManagementProduction Creation and MaintenancePricing ManagementDeliverable and Message ManagementEvent Logistics ManagementResponse ManagementLeads ManagementMarketing to Partners
MarketingMarketing9i Data MiningTradeManagement
Oracle Sales
CRM Overview, Rob Lepanto, AppCentric
TeleSales
Field Sales
Sales Offline
Configurator
Quoting
Proposals
Incentive Compensation
iStore
SalesTeleSalesField SalesSales OfflineConfiguratorQuotingProposalsIncentiveCompensationiStore
Oracle Service
CRM Overview, Rob Lepanto, AppCentric
TeleService
iSupport
Field Service
Mobile Field Service
Advanced Scheduler
Depot Repair
Service Contracts
ServiceTeleServiceiSupportField ServiceMobile FieldServiceAdvancedSchedulerDepot RepairServiceContracts
Oracle Analytics
CRM Overview, Rob Lepanto, AppCentric
Complex and comprehensive tools
Needed for ‘complete’ understanding of customers andmanagement of customer relationships.
Best of breed software
AnalyticsBusinessIntelligenceDiscovererSales Analyzer
Oracle Partner Relationship Mgmt
CRM Overview, Rob Lepanto, AppCentric
Work collaboratively with distribution channel partners
Allows companies to register, profile, and managechannel partners
PartnerRelationshipManagementPartners
In Summary
Oracle’s CRM offering is substantial. It is alsosomewhat complicated because it is comprisedof so much functionality.Integration with the rest of the ERP suite is oneof its major advantages.The goal of this presentation was to provide youwith some basic information on CRM todetermine whether this will be an important topicfor future meetings.
CRM Overview, Rob Lepanto, AppCentric
For more information
If you want to learn more about CRM, including eithermore detailed presentations on the various modules ortraining sessions for individual modules, please indicatethis on the NYC-OAUG survey that you have received.
Due to time constraints, questions will be handled viaemail or over the phone.
If you would like to speak to me directly about thispresentation or any NYC-OAUG issues, please either callme (Rob Lepanto) at 212.724.3502 or email me [email protected].
CRM Overview, Rob Lepanto, AppCentric