1   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Siebel CRM Strategy andRoadmapUma WelingkarSiebel Product Management2   Copyright © 2012, Oracle and/or its affiliates. Al...
Safe Harbor Statement           The following is intended to outline our general product           direction. It is intend...
Program Agenda        §  Oracle Strategy: Complete Solutions, Complete Choice        §  Siebel CRM Strategy & Roadmap   ...
Oracle Strategy:        Complete Solutions,        Complete Choice5   Copyright © 2012, Oracle and/or its affiliates. All ...
Complete Solutions      Continued Innovation | The Applications Unlimited Promise6   Copyright © 2012, Oracle and/or its a...
Complete Solutions      Application Services for Every Area of Business                Human Capital                      ...
Complete Solutions      Application Services for Every Area of Business                                                   ...
Complete Choice      You Decide When, You Decide What, You Decide How    Upgrade                                          ...
The Deployment Choice       What Works For You?                                      Public Cloud                         ...
Siebel Strategy11   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Siebel CRM 8.1.1.x/8.2.2.x                                                                                                ...
Siebel CRM 8.x Momentum           Customers Working With Siebel CRM 8.x13   Copyright © 2011, Oracle and/or its affiliates...
Siebel CRM Investment Strategy       Continued Innovations every year          8.1.1.x FP                                 ...
Siebel CRM Investment Strategy                                                                            CUSTOMER EXPERIE...
Siebel CRM         Roadmap16   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
User Experience                                                      2012-IP       Open UIAbility to build Rich Internet A...
User Experience                                                      Roadmap         Open UI- SolutionsIndustry Applicatio...
Mobility                                                             8.1.1.9        Connected Mobile SolutionsFeaturesü  ...
Mobility                                                             Roadmap        Mobile SolutionsMobile Frameworkü  AD...
Social                                                                                                               Roadm...
Social                                                               Roadmap       Brand Loyalty through Service and Marke...
Lower TCO                                                            2012-IP       Upgrade, Deploy, Monitor and Diagnose U...
Lower TCO                                                            Roadmap          Upgrade, Deploy, Monitor and Diagnos...
Oracle Stack Optimization       Performance metrics with Exadata/Exalogic                                                 ...
Siebel Industry Highlights     Broadest and Deepest Industry-Specific Solutions                                           ...
Communications  Customer Experience                                                               Industry Innovation     ...
Public Sector     Citizen Experience                                                              Industry Innovation     ...
Financial Services   Customer Experience                                            Industry Innovation                   ...
High Tech and Manufacturing   Customer Experience                                            Industry Innovation          ...
Consumer Goods  Customer Experience                                                               Industry Innovation     ...
Utilities  Customer Experience                                                                  Utilities Innovation      ...
Siebel Roadmap                    2012 Innovations                                                           2013 Innovati...
Customer Experience         & CRM34   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Oracle’s Customer Experience (CX) Strategy                    cus·tom·er ex·pe·ri·ence             “Customer Experience is...
The Oracle Customer Experience Portfolio                                       In Store     Contact Center   Field Service...
Siebel is Central to CX Strategy                                                         Oracle Knowledge  Oracle Social  ...
Graphic Section Divider38   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Maximize Your OpenWorld Experience      Key Upcoming CRM SessionsID         Session Title                                 ...
Maximize Your OpenWorld Experience       Key Oracle CRM Activities          •  25+ LIVE Demos: DEMOgrounds, Moscone West, ...
Stay Connected                                           Read               	                                     blogs.or...
Safe Harbor Statement            The preceding is intended to outline our general product            direction. It is inte...
43   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
44   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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2012 year Siebel CRM Strategy and Roadmap (outdated)

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Transcript of "2012 year Siebel CRM Strategy and Roadmap (outdated)"

  1. 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  2. 2. Siebel CRM Strategy andRoadmapUma WelingkarSiebel Product Management2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  3. 3. Safe Harbor Statement 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.3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  4. 4. Program Agenda §  Oracle Strategy: Complete Solutions, Complete Choice §  Siebel CRM Strategy & Roadmap §  Customer Experience & CRM4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  5. 5. Oracle Strategy: Complete Solutions, Complete Choice5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  6. 6. Complete Solutions Continued Innovation | The Applications Unlimited Promise6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  7. 7. Complete Solutions Application Services for Every Area of Business Human Capital Talent Sales and Customer Service Management Management Marketing and Support Financial Procurement, Project Portfolio Governance, Risk, Management Sourcing, Inventory Management Compliance Social Services Platform Services Common Infrastructure Services7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  8. 8. Complete Solutions Application Services for Every Area of Business Taleo, Fusion Fusion Sales and RightNow, Endeca Fusion HCM Talent Management Marketing ATG, InQuira Fusion Procurement, Fusion Financials Fusion PPM Fusion GRC Sourcing, Inventory Collective Intellect, Vitrue, Select Minds, Involver Java, Database Storage, Compute, Identity8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  9. 9. Complete Choice You Decide When, You Decide What, You Decide How Upgrade Choose The Select The DeploymentOn Your Schedule Solutions You Need That’s Right For You9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  10. 10. The Deployment Choice What Works For You? Public Cloud Private Cloud On Premise Hybrid10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  11. 11. Siebel Strategy11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  12. 12. Siebel CRM 8.1.1.x/8.2.2.x Release Highlights•  6 Releases Since Acquisition Spring FP •  Oracle Universal Installer •  FMW Integration - SAI•  38 New Products •  Siebel Restful Interfaces •  Security Enhancements•  493 New Enhancements •  Certifications – O/S and Database and Middleware •  Enhanced Bi Publisher Reporting•  21 Industry-Specific Solutions Fall IP •  Open UI - Framework •  Connected Mobile Solution •  Sales, Service, Consumer Goods, Life Sciences •  Disconnected Mobile Solution – Framework •  CRM Desktop for Lotus Notes •  New Email Marketing Editor enhancing usability •  High Availability upgrade and Single Step SEA->SIA upgrade •  Advanced Scheduling and Dispatching •  Deployment and Diagnostics for Operational Excellence •  Real-time rewards and recognition with high performance loyalty engine •  Complex Trials and Trip Reports for Clinical •  Eligibility and Effective Dating enhancements for Public Sector 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  13. 13. Siebel CRM 8.x Momentum Customers Working With Siebel CRM 8.x13 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  14. 14. Siebel CRM Investment Strategy Continued Innovations every year 8.1.1.x FP 8.1.1.x IP 8.1.1.x FP 8.3.0.x FP 8.2.2.x FP 8.2.2.x IP 8.2.2.x FP Fix Pack delivery -1st Half of each year Bug Fixes and Certifications 2012 2013 2014 2015 Annual Innovation Pack- 2nd Half of each year Provide innovations/enhancements frequently 8.1.1.x IP 8.1.1.x IP 8.3.0.0 8.3.0.x IP 8.2.2.x IP 8.2.2.x IP IP-Premier Support Reset14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  15. 15. Siebel CRM Investment Strategy CUSTOMER EXPERIENCE LOWER TCO INDUSTRY INNOVATIONS15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  16. 16. Siebel CRM Roadmap16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  17. 17. User Experience 2012-IP Open UIAbility to build Rich Internet Applicationsü  Ease of useü  Fully Accessibleü  UX paradigms followedFeature Setü  Calendar and Calculator controlsü  Site Map with Searchü  Redesigned ü  CTI Tool Bar ü  Task Based UI ü  Product Configurator ü  Smart Script17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  18. 18. User Experience Roadmap Open UI- SolutionsIndustry Applications with RichInterfacesü  Brand effective user interactions for Retailü  Integrated Banker’s Desktopü  Cross-Channel Citizen ServiceHorizontalü  Process Flows for Sales and Serviceü  Agent Dashboard for Serviceü  Partner Portal Enhancements with integrated Loyalty 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  19. 19. Mobility 8.1.1.9 Connected Mobile SolutionsFeaturesü  Leverage existing meta-dataü  Configurable and extensibleü  Native Device Integration*ü  Device independentProcessesü  Field Sales and Serviceü  Consumer Goodsü  Pharma Solutions 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  20. 20. Mobility Roadmap Mobile SolutionsMobile Frameworkü  ADF Mobileü  Hybrid solution to support device specific integrationsü  Tablet and Smartphoneü  Support for iOS, Android, WindowsIndustry Specific Disconnected Solutionsü  Pharma Sales with edetailingü  HTIM Field Service Solutionü  Consumer Goods 20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  21. 21. Social Roadmap Service integration with CollaborationsIntegrated Call Center and Knowledge Invoking the search automatically populates the query from theMgmt Summary/Title of the case Click to update and submitü  Integrated Knowledge Mgmt with knowledge article within Siebel with single click in-context searchü  Agent-Agent Forums and CollaborationIntegrated Self-Service andKnowledge Mgmtü  Industry specific answers on the Web As The agent can now to resolve a team collaborate select anyü  Managed Customer communities thenumber of answers and click issue. add them to the case.ü  Fewer escalations 21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  22. 22. Social Roadmap Brand Loyalty through Service and Marketing engagementsSocial Intelligence and Serviceü  Social media monitoringü  Collect and analyze social streamsü  Respond and serviceSocial Marketing and LoyaltyEngagementsü  Social Relationship Marketing and Loyaltyü  Build brands on socialü  Market, engage, transact socially22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  23. 23. Lower TCO 2012-IP Upgrade, Deploy, Monitor and Diagnose Upgrade ü  Single Step SEA->SIA upgrade ü  HA scripts with Golden Gate Deployment ü  Installation, Cloning and Patching ü  Server Configuration Monitoring and Diagnostics ü  Identify slow running SQL ü  Partial shutdown of components23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  24. 24. Lower TCO Roadmap Upgrade, Deploy, Monitor and DiagnoseUpgradeü  Innovation Pack Delivery through ToolsMonitoringü  Aggregated system Dashboard for monitoring and diagnosticsDiagnosticsü  Crash data co-relation for self- diagnosis 24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  25. 25. Oracle Stack Optimization Performance metrics with Exadata/Exalogic Test Metrics: Siebel CRM Siebel CRM •  10K Call Center users on a single Exalogic node. Linear2x better Response Time 2x better Response Time scalability to 30k users on 3 nodes2x better Scalability 2x better Scalability Siebel Call Center •  11K Order Management users on 3 nodes of Exalogic Siebel Order Management Transactions Achieved: Response Time Scalability •  0.5 Million Activities created per hour 24% cpu •  24 Million web services transactions per hour on a single Exalogic node (80% query, 10% insert, and 10% update) 0.06 s 2x •  2.2 M order items created per hour 12% cpu 2x 0.03 s Test Results: •  2x Response time for Call Center and Order Management •  Exadata CPU usage decreased by half Standard hardware Exalogic and Exadata25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  26. 26. Siebel Industry Highlights Broadest and Deepest Industry-Specific Solutions Prof. Logistics Services Financial Services High Tech, Indust Mfg, Public Sector Automotive Insurance & Travel & Health Life Sciences Transp. Comm’s, Media and Retail and CPG Utilities26 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  27. 27. Communications Customer Experience Industry Innovation Lower TCO Improve brand experience and Improve business agility and Improve operational efficiency and satisfaction process automation cost to serve•  Cross-Channel Commerce – •  Commerce Automation – •  Web Service for Advanced Offer Siebel/ATG Integration Response Action Framework Management•  New CPQ Experience for Employee •  Advanced Promotion Group •  AIA for Communications and Partner •  Dynamic Bundle Transform and Enhancements*•  New Guided UI for Port-In Conflict Resolution •  Next-Gen Commerce UI Controls 27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 27
  28. 28. Public Sector Citizen Experience Industry Innovation Lower TCO Improve citizen experience and Improve service delivery and client Improve operational efficiency and satisfaction outcomes cost to serve •  End-to-End Enterprise Case •  360°Support for Citizens, Service•  User Friendly, Cross Channel Citizen Management Self Service Providers, and Employees •  Spatial and Relationship Driven •  Prebuilt Integrations Supporting•  Collaborative Partner Relationship Visualization Critical Government Processes Management •  Mobile Field Enablement and •  Citizen Data Management•  Citizen Outreach and Social CRM Incident Management 28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 28
  29. 29. Financial Services Customer Experience Industry Innovation Lower TCO•  Cross channel customer •  Fins Mobile solution for •  360° view of Customers across all experience Relationship manager channels•  Bankers Desktop •  Enhanced Promotion capabilities •  End to end solutions through•  Brand Engagement through through Fins C/OM business process rules social channels •  Mobile solutions for retail banking •  Drive efficiency and effectiveness with standardized sales processes and activitiesOracle29 Confidential: NotDistribution All rights reserved. Confidential: Not for for its affiliates. Oracle Copyright © 2012, Oracle and/orDistribution 29
  30. 30. High Tech and Manufacturing Customer Experience Industry Innovation Lower TCO Improve brand experience and Improve Service Revenue Improve operational efficiency and satisfaction Generation and Customer Sat cost to serve•  Omni-Channel Commerce, (Self-) •  Launch profitable new service •  Differentiated Service offerings Service and Empowered Brand offerings and maximize sales of expand market share and drive Performance existing offerings through an operational efficiencies integrated platform•  Insight-Rich Commerce, Improved •  Increase revenue by offering new Service Quality and Smart Brand •  Reduce warranty costs, improve subscription, usage-based, and Loyalty product quality, accelerate complex billing models resolution using automated rules•  Holistic Marketing Dialog, •  Reduce costs by event streaming to Outstanding Customer Care and •  Up-sell parts, accessories, and detect system errors based on Dynamic Brand Execution extended service contracts business rulesOracle30 Confidential: NotDistribution All rights reserved. Confidential: Not for for its affiliates. Oracle Copyright © 2012, Oracle and/orDistribution 30
  31. 31. Consumer Goods Customer Experience Industry Innovation Lower TCO Engage with evolving consumers Enable demand driven planning Improve operational efficiency and and customers and market execution cost of ownership•  Cross Channel Commerce •  Demand Driven Customer & •  360°Support for Consumers, Category Planning Customers, and Employees•  Cross Channel Service •  Market Execution & Mobility •  Brand Execution•  Brand Engagement •  Retailer & Consumer Insights •  Consumer Data Management 31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  32. 32. Utilities Customer Experience Utilities Innovation Lower TCO Improve brand experience and Improve business agility and Improve operational efficiency and satisfaction process automation cost to serve•  Cross-Channel Commerce (Siebel/ •  Advanced Ordering and Contract •  Web Services for integrated Order-to- ATG Integration) Mgmt. for Multi-Site Customers Bill and Billing Management•  New employee and partner •  Enhanced Billing Management processes experience on any device, channel (Multiple Bill Recipients, Seasonal •  Manual input error reduction with and browser (Open UI) Billing Addresses) central repository of bank information•  Mobile tablet apps for field sales •  Enhanced Product Description for •  Efficient answers to customer and field service Order Capture inquiries 32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  33. 33. Siebel Roadmap 2012 Innovations 2013 Innovations 8.3•  Customer Experience •  Customer Experience •  Customer Experience •  New employee and partner experience on any •  Cross-channel commerce, loyalty and marketing •  Cross-channel sales and service experience with device, channel and browser (Open UI) experience with Siebel –ATG, WC Sites and Social Siebel- ATG, Retail and Endeca integration •  iPad and Android tablet apps for field sales and field integration •  Extended 360 view of the customer with social service •  Improved service experience with integrated Oracle insights and integrated analytics •  Real-time rewards and recognition with high Knowledge and social interactions •  Integrated portal experience for employee and performance loyalty engine •  Intelligent offer presentment and execution with Next customer collaboration with integrated Oracle Social Best Action (Siebel-RTD integration) Network (OSN)•  Industry Innovation •  Connected mobile for Consumer Goods (CG) and •  Industry Innovation •  Industry Innovation Life Sciences (LS) •  Banker’s desktop for Financial Services, Retail apps •  New mobile app for Retail Banking •  Advanced process enforcement using hierarchical for Communications (Siebel integrated PoS, •  Enhanced integration between Trade Promotion state model for Public Sector Clienteling), Disconnected mobile for CG & LS Management and Customer Order Management •  Utilities Order-to-Bill customer and product •  Advanced bundling, mobile commerce and multi-site •  Appeals Management, Case State and Temporal integration with CC&B (Customer Care and Billing) ordering for Communications and Utilities Event Management for Public Sector •  Improved citizen experience and case processing •  Remote monitoring and telematics integration for•  Lower TCO for Public Sector Manufacturing and Service industries •  Standardization on Oracle technology for Web •  Function space diary and Loyalty for Hospitality Services deployment, Reports (BI Publisher) and •  Lower TCO Secure Enterprise Search •  Lower TCO •  Performance improvements using in memory •  EDQ integration for improved data quality •  Application life cycle management – development database for caching •  Optimized marketing campaign performance (IRM), deployment, monitoring and diagnostics •  Integration with BPEL for business process •  OPA integration for privacy and survivorship innovation •  Concept-to-Cash integration for industries •  Enterprise Management user console for monitoring 33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  34. 34. Customer Experience & CRM34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  35. 35. Oracle’s Customer Experience (CX) Strategy cus·tom·er ex·pe·ri·ence “Customer Experience is the sum of all interactions a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.”35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  36. 36. The Oracle Customer Experience Portfolio In Store Contact Center Field Service Social Mobile Direct Sales Channel Sales Web CX for CX for CX for CX for Cloud Marketing Commerce Sales Service Social Platform Platform Services Services CX Foundation Common Infrastructure Services
  37. 37. Siebel is Central to CX Strategy Oracle Knowledge Oracle Social Applications Complete Solution for Customer Lifecycle ü  Customer Hub for B2B and B2C ü  Cross-Channel, Cross Device Webcenter Sites ü  Social Engagements and Collaboration ü  Service Contract Management ü  Dispatch & Scheduling ü  Asset Lifecycle Management ü  Inventory and Logistics Oracle Point of Sale- Rich and ExtensibleATG Commerce Counter Sales ü  Data Model ü  Policy and Workflow Framework ü  New Modern User Interface Best of Breed Capabilities ü  Native Support for Best of Breed Functionality ü  Integration to Leading Oracle and IndustryFusion DOO Self-Service Solutions Oracle Policy Administration & Scheduling 37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  38. 38. Graphic Section Divider38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  39. 39. Maximize Your OpenWorld Experience Key Upcoming CRM SessionsID Session Title Date/Time Location Best Practices for Upgrading Your Monday, Oct 1 3:15 PM Moscone West Room Siebel CRM Implementations: 2009 Customer Successes Driving Great Customer Experiences Monday Oct 1 4:45 PM Moscone West Room with Siebel Service Applications 2014 User Interface Innovations with the Tuesday, Oct 2 10:15 AM Moscone West Room New Siebel “Open UI” 2009 Mobile Solutions for Siebel CRM Tuesday, Oct 2 5:00 PM Moscone West Rooms 2002/2004 Unleash the Power of “Open UI” Wednesday, Oct 3 11:45 AM Moscone West Room 2010 39 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  40. 40. Maximize Your OpenWorld Experience Key Oracle CRM Activities •  25+ LIVE Demos: DEMOgrounds, Moscone West, Aisle 3800 Oracle Red Lounge, Moscone North upper lobby •  CRM Pavilion: Moscone West, Booth #3837 •  Meet the Experts: Applications Lounge, Moscone West - 2001A –  Oracle Fusion CRM: Tuesday, 5:00 – 6:00 pm •  CRM Social Reception: Howard Street Tent –  Tuesday, 6:00 – 8:00 pm –  Tickets at CRM Pavilion, Booth #383740 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  41. 41. Stay Connected Read   blogs.oracle.com/CRM   Watch   youtube.com/OracleCRM   Follow   twitter.com/OracleCRM   Join   facebook.com/OracleCRM   Learn   oracle.com/CRM  Use and Follow #OOW12CRM for LIVE UPDATES during the conference 41 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  42. 42. Safe Harbor Statement The preceding 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.42 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  43. 43. 43 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  44. 44. 44 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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