THE VALUE        OF CX2   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Customer Experience Delivers Real Value                         ACQUISITION                                               ...
Proving the Value of Customer Experience        Measurable Metrics                ACQUISITION                             ...
Delivering Great Experiences Throughout the        Customer Lifecycle5   Copyright © 2012, Oracle and/or its affiliates. A...
THE CHALLENGE        OF CX6   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
DO YOU KNOWWHAT VALUESTO KATIE?7   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Your Customers Expect to Do Business with You        in More Ways Than Ever Before                                        ...
A Complex Customer Journey        Customers Demand A Better Experience                                                  NE...
SILOS CREATE FRUSTRATION                     DIRECT                               IN-STORE          CALL CENTER   WEB   MO...
The Results:         Inconsistent, Disconnected, Impersonal, Inefficient and         Transactional Customer Experience    ...
WHAT MAKES         A GREAT         CX12   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
WHAT DOES A CUSTOMER                                                                            EXPECT IN A GREAT         ...
How Does a Company Ensure a Great Customer         Experience?14   Copyright © 2012, Oracle and/or its affiliates. All rig...
CUSTOMER ENGAGEMENT     CREATING A CONNECTED EXPERIENCE                                                                   ...
DATA MANAGEMENT AND INSIGHT     MAXIMIZING RELEVANCE, IMPROVING AGILITY, INCREASING SALES                                 ...
CUSTOMER FULFILLMENT AND SERVICE     DELIVER BRAND PROMISE ACROSS LIFECYCLE                                               ...
HOW ORACLE POWERS         GREAT CXs18   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
COMPLETE CUSTOMER EXPERIENCE (CX)                                                                                         ...
CROSS-CHANNEL INTERACTIONS                                                                            BUILDING CUSTOMER RA...
REAL-TIME RECOMMENDATIONS                                                                            LEVERAGING WHAT YOU K...
IMPROVE ORDER ACCURACY AND                                                                            DELIVERY EXECUTION A...
Measurable Results         Increased Sales, Improved Satisfaction, Lower Costs                    30% decrease in         ...
Oracle’s Complete Customer Experience         Empowering People, Powering Brands                        Best-in-Class Cust...
Oracle Customer Experience Framework         Only Oracle Delivers an End-to-End Customer Lifecycle Solution               ...
Oracle Customer Experience Framework         Only Oracle Delivers An End-to-end Customer Lifecycle Solution               ...
Oracle Customer Experience Framework         Only Oracle Delivers An End-to-end Customer Lifecycle Solution27   Copyright ...
FOCUS ON         SALES & MARKETING28   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Focus on Sales & Marketing                       Current state of sales                       What is impacting sales succ...
Current State of Sales                                                                                Companies are paying...
We’ve Entered the Age of the Customer                                                                                57% o...
REQUIREMENTS         for sales success32   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Complete View of Customer.     Quality Leads. Coaching & Collaboration.     Accurate Plans & Forecasts. Resources.     Quo...
TRENDS         that are redefining sales34   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Customer Driven. Cloud Computing.        Cross Channel. Social Media.        Mobility. Real-time Decisions.35   Copyright ...
Trends: Room for Sales to Make an Impact                                                                                 C...
“The hardest thing about B2B selling today is that customers don’t need you the way they used to.”Harvard Business Review,...
Provide a Single View of the Customer across         Their Entire Lifecycle         Connect and Engage                  Go...
An estimated 70-90% of leads generated by marketing are never            followed up on by sales.            MarketingSher...
Target the Best Prospects and Nurture Them         Connect and Engage                  Identify best prospects to sell to ...
Make Your Marketing More Efficient         Connect and Engage                  Engage prospects across                  mu...
“ firms employing collaboration outpace their non-collaborating     peers by 2:1 in both initial meetings leading to a pre...
Facilitate Coaching and Collaboration         Connect and Engage                  Collaborate with experts and            ...
The Role of Social in Sales         Think about social externally and internally                Integration with Facebook ...
When You Connect and Engage, You                                                                            Increase sales...
“Companies without aggressive plans for managing and exploiting the explosion in data report they are losing an average of...
Aggregate Customer Data in One Location         Know More                  Incorporate customer,                  competit...
Insight to Know Where To Invest         Know More                    Gain visibility across                    marketing a...
“Forecasted B2B sales win rates declined from 50% to 45% over the last five years while loss rates remain unchanged at app...
Embed Sales Intelligence         Know More                  Provide territory-specific heat                  map          ...
“Companies using sales analytics/forecasting tools outperform others by 1.3 times in achieving their overall annual sales ...
Integrate Territories, Quotas, Incentives and         Forecasting         Know More                  Model sales plans bas...
When You Know More, You                                                                            Close the performance-t...
“ 42% of respondents say the primary problem with their territory planning is ‘unequal opportunity distribution’.” Economi...
Maximize Sales Coverage         Make It Easy and         Rewarding                  Get results with existing             ...
“Companies often base too large a portion of compensation on sales- based incentives without considering sales data such a...
Build and Modify Sales Processes         Make It Easy and         Rewarding                  Use repeatable workflows     ...
“ONLY a little more than 41 percent of a salesperson’s time is spentselling by phone or face-to-face.” CSO Insights, “Sale...
Leverage Mobile Devices and Email         Make It Easy and         Rewarding                  Provide anytime, anywhere   ...
Mobile Increases Productivity         Think about inbound and outbound mobile                Push out critical sales alert...
When You Make It Easy and Rewarding, You                                                                            Do mor...
Choice Of Deployment         In The Cloud, On Premise or Both                                       Public Cloud          ...
Oracle Applications Planning            Siebel Current Release and Roadmap   Siebel 8.1 & 8.2 Innovation Packs            ...
Oracle Financing                           Uno strumento economico strategico per aiutarti a                              ...
Q&A65   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Tavola rotonda moderata da Enzo Pagliaroli       Con il contributo di:       Giorgio Dino, Presidente e CEO, Castelli     ...
67   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
68   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Oracle apps day customer experience revolution 2 parte
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Oracle apps day customer experience revolution 2 parte

  1. 1. THE VALUE OF CX2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  2. 2. Customer Experience Delivers Real Value ACQUISITION RETENTION EFFICIENCY A Increase Sales + R Build Trust and + E Reduce Costs and Adoption Strengthen and Effort Relationships • OPPORTUNITIES • QUALITY • SELF SERVICE • CONVERSIONS • CONSISTENCY • PRODUCTIVITY • VALUE • LOYALTY • COST OF OPERATIONS3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  3. 3. Proving the Value of Customer Experience Measurable Metrics ACQUISITION RETENTION EFFICIENCY (BUILD TRUST & STRENGTHEN (INCREASE SALES & ADOPTION) (REDUCE COSTS & EFFORT) RELATIONSHIPS) GENERATE MORE INCREASE CUSTOMER INCREASE SELF-SERVICE OPPORTUNITIES SATISFACTION RATES SUCCESS % INCREASE INCREASE SERVICE QUALITY REDUCE COST CONVERSION RATE AND RELIABILITY PER INTERACTION INCREASE AVERAGE DRIVE LOYALTY IMPROVE ORDER VOLUME AND ADVOCACY SERVICE PRODUCTIVITY4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  4. 4. Delivering Great Experiences Throughout the Customer Lifecycle5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  5. 5. THE CHALLENGE OF CX6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  6. 6. DO YOU KNOWWHAT VALUESTO KATIE?7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  7. 7. Your Customers Expect to Do Business with You in More Ways Than Ever Before IN-STORE DIRECT SALES CONTACT CENTER FIELD SERVICE WEB MOBILE TABLETS SOCIAL KIOSKS8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  8. 8. A Complex Customer Journey Customers Demand A Better Experience NEED / RECEIVE / MAINTAIN / SELECT PURCHASE RESEARCH USE RECOMMEND Order Online Comparison Site Order Online WEB Chat Call for Info about CONTACT CENTER Add-on Accessories Change Order Visit Retail Store IN-STORE Pickup Local Store Browse Kiosk Catalog CATALOG Select Product Product MOBILE Info Web Search Email Order Confirm w/Rec EMAIL Ask Facebook Friends Ask for Help on Read Reviews Tweet About SOCIAL For Recommendations Community Chat Room Purchase Experience9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  9. 9. SILOS CREATE FRUSTRATION DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  10. 10. The Results: Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience When I clicked the “Chat Now” the agent Why didn’t they send this mobile had no idea of what was in my shopping CALL IN- coupon when I was still in the store? cart?” CENTER STORE SOCIAL WEB Can’t their sales reps see my web Wouldn’t it be nice if they rewarded me order? The Acme rep always for all the friends I have referred? knows all my orders. MOBILE DIRECT When I go online, I can’t easily find what I Why can’t I order an item online and pick it need. It’s too complicated to find my up at my local store? best option11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  11. 11. WHAT MAKES A GREAT CX12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  12. 12. WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE? CONSISTENT VOICE CONNECTED INTERACTIONS PERSONALIZED JOURNEY EFFICIENT SERVICE REWARDING RELATIONSHIP13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  13. 13. How Does a Company Ensure a Great Customer Experience?14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  14. 14. CUSTOMER ENGAGEMENT CREATING A CONNECTED EXPERIENCE • Create simple, consistent and relevant experience across all touchpoints • Capture all behaviors, transactions and interactions into 360o customer view • Enable customers to do business where, when and how they want15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  15. 15. DATA MANAGEMENT AND INSIGHT MAXIMIZING RELEVANCE, IMPROVING AGILITY, INCREASING SALES • Leverage common customer master across all touchpoints and interactions • Personalize all content and offers based on behavior and preferences • Identify gaps and opportunities with real-time operational insight16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  16. 16. CUSTOMER FULFILLMENT AND SERVICE DELIVER BRAND PROMISE ACROSS LIFECYCLE • Unify order capture, order orchestration and fulfillment to increase efficiency • Enable users with intelligent web self-service and direct support when needed • Increase customer retention and referrals with integrated loyalty programs17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  17. 17. HOW ORACLE POWERS GREAT CXs18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  18. 18. COMPLETE CUSTOMER EXPERIENCE (CX) Connect and EngageMake it Easy and Rewarding Know More 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  19. 19. CROSS-CHANNEL INTERACTIONS BUILDING CUSTOMER RAPPORT BY CONNECTING EVERY INTERACTION DYNAMIC PERSONALIZATION AND CONNECT AND ENGAGE TAILORING CUSTOMER EXPERIENCES OPTIMIZED DIGITAL EXPERIENCES FOR UNIQUE DEVICE CAPABILITIES20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  20. 20. REAL-TIME RECOMMENDATIONS LEVERAGING WHAT YOU KNOW AND ANTICIPATING WHAT CUSTOMER WANT QUICKLY IDENTIFY AND RESPOND TO KNOW MORE OPPORTUNITIES AND CHALLENGES FIND HIDDEN OPPORTUNITIES IDENTIFYING ACTIONABLE PATTERNS21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  21. 21. IMPROVE ORDER ACCURACY AND DELIVERY EXECUTION ACROSS CHANNELS ASSISTANCE AT THE POINT OF NEED TRANSFORMING YOUR CUSTOMER MAKE IT EASY AND REWARDING EXPERIENCE WITH PROACTIVE SUPPORT MAXIMIZE LIFETIME VALUE REWARDING HIGH VALUE CUSTOMERS22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  22. 22. Measurable Results Increased Sales, Improved Satisfaction, Lower Costs 30% decrease in CSAT increased to 95% 7X increase in conversion contact center costs rates Reduced agent response Improved cross Sales leads up 50% times 50+% channel consistency 99% self-service rate 7x increase in Increased shopping Net Promoter Score cart size by 25%23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  23. 23. Oracle’s Complete Customer Experience Empowering People, Powering Brands Best-in-Class Customer Experience Solution End-to-End B2C and B2B Business Processes Multi-channel and Cross-channel Support Social and Mobile Optimization On Premise and in the Cloud Deployments24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  24. 24. Oracle Customer Experience Framework Only Oracle Delivers an End-to-End Customer Lifecycle Solution DIRECT IN-STORE PHONE WEB MOBILE SOCIAL FIELD SERVICE Oracle Customer Experience Interactions Applications (Commerce, Sales, Marketing, Service) Applications Analytical Social Operations Data25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  25. 25. Oracle Customer Experience Framework Only Oracle Delivers An End-to-end Customer Lifecycle Solution DIRECT IN-STORE PHONE WEB MOBILE SOCIAL FIELD SERVICE Oracle Customer Experience Interactions Need Research Select Purchase Receive Use Maintain Recommend Operations Sales Marketing and Loyalty Commerce Service and Support Planning Campaign Management Select/Browse Self Service Prospecting Community Management Offer/Recommend Agent Assist Opportunity Management Order Management Order Management Account Management Execution Channel Optimization Business Insight Knowledge Management Data Customer Product Content26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  26. 26. Oracle Customer Experience Framework Only Oracle Delivers An End-to-end Customer Lifecycle Solution27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  27. 27. FOCUS ON SALES & MARKETING28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  28. 28. Focus on Sales & Marketing Current state of sales What is impacting sales success New sales strategy for competitive differentiation29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  29. 29. Current State of Sales Companies are paying sales teams for performance they are not receiving.. Nearly one-half (48%) of incentive compensation plans do not achieve the desired results. Senior sales executives rely more on current and historical data than on forecast data.Source: Economist Intelligence Unit, “Data vs Instinct: Perfecting Global Sales Performance,” June 2012 30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  30. 30. We’ve Entered the Age of the Customer 57% of B2B buying steps are completed before a buyer even connects with a salesperson.Source: CEB, “The Challenger Sale,” 2011 31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  31. 31. REQUIREMENTS for sales success32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  32. 32. Complete View of Customer. Quality Leads. Coaching & Collaboration. Accurate Plans & Forecasts. Resources. Quota Achievement. Aligned Processes. Easy Account Management.33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  33. 33. TRENDS that are redefining sales34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  34. 34. Customer Driven. Cloud Computing. Cross Channel. Social Media. Mobility. Real-time Decisions.35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  35. 35. Trends: Room for Sales to Make an Impact Customer experience = opportunity to differentiate Great customer experiences drive more profitable revenue when you CONNECT AND ENGAGE KNOW MORE MAKE IT EASY AND REWARDING Adjust Your Sales Strategy for Better PerformanceSource: CEB, “The Challenger Sale,” 2011 36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  36. 36. “The hardest thing about B2B selling today is that customers don’t need you the way they used to.”Harvard Business Review, “The End of Solution Sales,” July/August 2012 Need to: Provide a Single View of the Customer across Their Entire37 Lifecycle Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  37. 37. Provide a Single View of the Customer across Their Entire Lifecycle Connect and Engage Go beyond CRM systems Connect customer information in buying and owning phases Present information in context38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  38. 38. An estimated 70-90% of leads generated by marketing are never followed up on by sales. MarketingSherpaNeed to: Better Target Prospects and Make Your Marketing More Efficient 39 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  39. 39. Target the Best Prospects and Nurture Them Connect and Engage Identify best prospects to sell to Identify the best products to sell to them Personalize individual campaigns from sales reps40 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  40. 40. Make Your Marketing More Efficient Connect and Engage Engage prospects across multiple channels Accelerate lead distribution and follow-up Identify whitespace and cross- sell opportunities41 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  41. 41. “ firms employing collaboration outpace their non-collaborating peers by 2:1 in both initial meetings leading to a presentation and proposals leading to a sale.” CSO Insights, “Collaborate to Win: Strategies for Sales Success,” 2011 Need to: Leverage Collaboration Tools42 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  42. 42. Facilitate Coaching and Collaboration Connect and Engage Collaborate with experts and peers among direct and indirect teams Coach reps step-by-step in sales cycle Deliver when and where it’s needed43 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  43. 43. The Role of Social in Sales Think about social externally and internally Integration with Facebook and LinkedIn Discussion forums – Reps post topics and collaborate on critical issues – Include partners Notifications – Activity streams push relevant information to reps – Information that impacts their customers and deals44 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  44. 44. When You Connect and Engage, You Increase sales rep productivity Increase deal size and overall revenue Increase win rates Keep leads warm and engaged Increase sales force knowledge and effectiveness Improve sales skills45 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  45. 45. “Companies without aggressive plans for managing and exploiting the explosion in data report they are losing an average of US$71.2 million per year.” Oracle report, “From Overload to Impact: An Industry Scorecard on Big Data Business Challenges,” July 2012 Need to: Get Better Data Management and Insight46 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  46. 46. Aggregate Customer Data in One Location Know More Incorporate customer, competitor, market and social networking data Push data to reps through streams and notifications Put the information at their fingertips47 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  47. 47. Insight to Know Where To Invest Know More Gain visibility across marketing and sales Provide real-time customer insight Drive highly targeted campaigns48 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  48. 48. “Forecasted B2B sales win rates declined from 50% to 45% over the last five years while loss rates remain unchanged at approximately 30% over the same period.”CSO Insights, “2011 Sales Management Optimization—Key Trends Analysis,” 201149 Need to: Embed Sales Intelligence Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  49. 49. Embed Sales Intelligence Know More Provide territory-specific heat map Recommend leads to pursue Gather insight from past, present, and future50 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  50. 50. “Companies using sales analytics/forecasting tools outperform others by 1.3 times in achieving their overall annual sales quota, and 1.5 times in their win/loss ratio.” Aberdeen Group, “Best-in-Class Sales Organizations Blend Forecast Accuracy and Pipeline Velocity to Seal More Deals,” October 201051 Need to: Integrate Territories, Quotas, Incentives, Forecasting Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  51. 51. Integrate Territories, Quotas, Incentives and Forecasting Know More Model sales plans based on what-if scenarios Adjust plans with minimal disruption Unique Integrated Solution in the Market52 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  52. 52. When You Know More, You Close the performance-to-plan gap Align sales force to goals Attain revenue goals Eliminate planning and deployment delays Avoid lost opportunities and revenue leakage Optimize sales performance53 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  53. 53. “ 42% of respondents say the primary problem with their territory planning is ‘unequal opportunity distribution’.” Economist Intelligence Unit, “Data vs Instinct: Perfecting Global Sales Performance,” June 2012 Need to: Maximize Sales Coverage54 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  54. 54. Maximize Sales Coverage Make It Easy and Rewarding Get results with existing resources Distribute opportunities evenly Adjust territories when personnel or products change55 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  55. 55. “Companies often base too large a portion of compensation on sales- based incentives without considering sales data such as forecast market conditions and competitive market intelligence.” Economist Intelligence Unit, “Data vs Instinct: Perfecting Global Sales Performance,” June 2012 Need to: Build and Modify Sales Processes56 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  56. 56. Build and Modify Sales Processes Make It Easy and Rewarding Use repeatable workflows designed for business users Incorporate best practices Align incentives to goals57 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  57. 57. “ONLY a little more than 41 percent of a salesperson’s time is spentselling by phone or face-to-face.” CSO Insights, “Sales Optimization Survey,” 2011 Need to: Leverage Mobile Devices and Email58 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  58. 58. Leverage Mobile Devices and Email Make It Easy and Rewarding Provide anytime, anywhere access Use native applications for updates Reduce time reps spend on administration59 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  59. 59. Mobile Increases Productivity Think about inbound and outbound mobile Push out critical sales alerts that can be read on the go Update opportunities and accounts at the point of need Improve user adoption60 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  60. 60. When You Make It Easy and Rewarding, You Do more with your resources Incent the right sales behavior Adjust plans when business conditions change Ensure best practices are being used Increase sales productivity and efficiency Reduce administration costs61 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  61. 61. Choice Of Deployment In The Cloud, On Premise or Both Public Cloud Private Cloud On Premise Hybrid62 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  62. 62. Oracle Applications Planning Siebel Current Release and Roadmap Siebel 8.1 & 8.2 Innovation Packs What’s Next Future Directions Q4 2012 0-12 month planning cycle Post 12-month planning cycle• 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 Siebel- ATG, Retail and Endeca integration • iPad and Android tablet apps for field sales and Social integration • Extended 360 view of the customer with social field service • Improved service experience with integrated insights and integrated analytics • Real-time rewards and recognition with high Oracle Knowledge and social interactions • Integrated portal experience for employee and performance loyalty engine • Intelligent offer presentment and execution with customer collaboration with integrated Oracle Next Best Action (Siebel-RTD integration) Social Network (OSN)• Industry Innovation • Connected mobile for Consumer Goods (CG) • Industry Innovation • Industry Innovation and Life Sciences (LS) • Banker’s desktop for FINS, Retail apps for • New mobile app for Retail Banking • Advanced process enforcement using Communications (Siebel integrated PoS, • Enhanced integration between Trade Promotion hierarchical 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- • Appeals Management, Case State and Temporal integration with CC&B (Customer Care and site ordering for Communications and Utilities Event Management for Public Sector Billing) • Improved citizen experience and case • Remote monitoring and telematics integration processing for Public Sector for Manufacturing and Service industries• Lower TCO • Function space diary and Loyalty for Hospitality • Standardization on Oracle technology for Web • Lower TCO Services deployment, Reports (BI Publisher) and • Lower TCO • Performance improvements using in memory Secure Enterprise Search • Application life cycle mgmt – development (IRM), database for caching • EDQ integration for improved data quality deployment, monitoring and diagnostics • Integration with BPEL for business process • Optimized marketing campaign performance • OPA integration for privacy and survivorship innovation • Concept-to-Cash integration for industries • Enterprise Management user console for monitoring 63 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  63. 63. Oracle Financing Uno strumento economico strategico per aiutarti a OTTIMIZZARE I TUOI INVESTIMENTI IT Possibilità di soddisfare le esigenze tecnologiche superando i problemi di budget con la possibilità di allocare l’investimento su più anni Ridotta necessità di capitale al momento dell’investimento e ottimizzazione del flusso di cassa. Accelerazione nel ritorno degli investimenti nelle soluzioni basate su Oracle Per ulteriori informazioni: visita il sito www.oracle.com/financing o scrivi a Oraclefinancing_ww_grp@oracle.com64 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  64. 64. Q&A65 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  65. 65. Tavola rotonda moderata da Enzo Pagliaroli Con il contributo di: Giorgio Dino, Presidente e CEO, Castelli Francesco Pinardi, Sales and Marketing Director, ENERcom Salvatore Pulvirenti, CIO, Tiscali 66 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  66. 66. 67 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  67. 67. 68 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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