Delivered during the Customer Show, Singapore

1. Smart Strategies with Social CRM Michel van Woudenberg General Manager Asia Pacific Oracle CRM On Demand September 2010

4. 75% of the global internet audience is engaged on social networks

5. Member communities reach more internet users (66.8%) than email (65.1%) LEVERAGE SOCIAL Source: McKinsey Quarterly 2009, The Nielsen Company

7. 1 in every 4 and ½ minutes spent online is on social media platforms

8. The average visitor spends almost 6 hours a weekSource: The Nielsen Company

9. You are not aware of your customer/prospect conversations out there Your customers trust opinions ‘out there’ more than your representatives & marketing messages Those conversations in social media are out in the open and can promote or damage brands if not handled properly You are probably not leveraging these conversations to sell more products/services Your Social Media Business Problem © Oracle Corporation 2010 – Proprietary and Confidential

10. Listening Platform Integration Solution Existing solution for CRM On Demand through Buzzient Benefits Makes social media information actionable within CRM Allow CRM users to interact with Social Media Extend the customer profile in CRM to include Social Media information Provides standards-based approach to process social data in CRM Identifies who to listen to and interact with based on their influence

11. Community Manager Dashboard

12. Service Request from Social Media Post

13. Agents responds from within CRMOD

14. Combined Analysis – Social Media Sentiment v. Service Request Volume (Product Level)

15. Combined Analysis – Social Media Sentiment v. Service Request Volume (Brand Level)

16. Social Monitoring Value Proposition Strengthen relationships with people who matter the most to business by analyzing their influence and giving priority responses Allow more timely service by capturing issues discussed via social media in CRM to be processed and routed for quick response Enable more effective call deflection by capturing relevant conversations and augmenting knowledge database with community provided responses Capture sales leads easily and ensure follow up Improve product quality and accelerate innovation by listening to customer feedback