Oracle Sales & Marketing Summit - Marketing & Loyalty
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Oracle Sales & Marketing Summit - Marketing & Loyalty Oracle Sales & Marketing Summit - Marketing & Loyalty Presentation Transcript

  • Marketing & Loyalty Mauro Oldani CRM Sales Consultant1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 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.2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Marketing & Loyalty3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Your Average Customer $4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Achieve Better Sales and Marketing Alignment $ LEAD LEAD5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Increase Customer Loyalty and Retention $ LEAD LEAD6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Deliver a Unified, Personalized Experience $ LEAD LEAD7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Convert Customers into Advocates $ LEAD LEAD8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle’s Marketing and Loyalty Solutions Complete Solutions. Complete Choice. Enterprise Marketing On-Demand Marketing Fusion CRM Marketing and Loyalty and Lead ManagementWeb Experience Management Real-Time Decisions eCommerce (Endeca)9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle’s Marketing and Loyalty Solutions Complete Solutions. Complete Choice. Alignment Loyalty Experience Advocacy  Oracle CRM On  Siebel Loyalty  Siebel Loyalty  Social Loyalty Demand Marketing Management Management  Oracle Social Media  Fusion CRM  Siebel Marketing Manager Marketing and Lead  Oracle Real-Time Management Decisions (RTD)  Oracle ATG Web Commerce  Oracle Endeca  Clienteling Oracle Business Intelligence10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • ALIGNMENT11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • The Problem: Broken Revenue Funnel Marketing Mostly Wasted; Sales Spends more effort to rebuild pipeline MARKETING FUNNEL SALES FUNNEL Sales compensates by prospecting for its own leads C Lead Negotiation/ h Qualification Discovery Selection Close a s Awareness Lead Lead Lead Opty Closed Generation m Qual Conversion Mgmt Business 80% of leads are never converted12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • The Solution: Unified Revenue Funnel Demand Generation Prospecting Opportunity Management Lead Lead Lead Lead Negotiate/ Awareness Discovery Selection Generation Nurturing Engagement Qualification Close “Zone of Coordination” Marketing Influenced Sales Influenced13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle CRM On Demand Marketing Grow Revenue Pipeline Nurture High Quality Leads Gain Enterprise Visibility• Find more prospects through • Enhance your knowledge about • Manage the unified revenue broader reach and targeted the buyer through progressive funnel from target to close marketing profiling • Gain end-to-end visibility to keep• Reduce neglected and dropped • Make leads actionable and sales & marketing aligned leads timely for sales reps • Enable Marketing to• Proactively nurture every lead • Make smart calls, not cold calls demonstrate revenue impact 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle Fusion CRM Marketing and Lead Management Smart Lead Generation Integrated Lead Enterprise Visibility Smart Prospecting Management Across Revenue Funnel Sales Campaigns Embedded Analytics Sales Predictions Advanced Opportunity Lead Landscape Qualification• Smart leads generated with • Automatic conversion of Qualified • Marketing and Sales Visibility into predictive analytics based on past Responders to Leads Sales Pipeline, Lead Quality and purchase history, buying patterns Aging Analysis • Timely Lead Distribution based on• Interactive Whitespace Analysis Rules and Sales Territories • Lead Distribution By Channel, Industry and other key dimensions• Sales Campaigns with Immediate • Separate Lead Scores for Sales / Results Review Marketing Quality Assessment • Campaign Performance Trends 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Alignment Complete Solutions. Complete Choice. Fusion Lead Management MARKETING Fusion Sales Prospecting • Fully Integrated with Oracle CRMOD • Part of Fusion CRM • Comprehensive Marketing, Demand • Integrated B2B Lead management Generation and Sales Prospecting • Sophisticated web and email • Unique support for distributed marketing marketers, sales rep prospecting • Designed for Rapid Deployment and • Next Generation, Standards- Based Adoption Fusion Technology • 100% Multi-Tenant, SaaS -Enabled • On Premise, Hosted16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • LOYALTY17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Drive Dynamic, Differentiated Loyalty Programs • Customer Acquisition – Identify, attract and acquire customers across channels - PoS, web, mobile and social • Customer Recognition – Recognize customers for who they are and their long term value • Loyalty-Influenced Commerce – Deliver real-time loyalty rewards to maximize conversion and basket size – Enable loyalty currency as a mode of payment for regular commerce transactions18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Siebel Loyalty Drives Dynamic and Differentiated, Customer-centric Loyalty Programs• Comprehensive solution integrated • Unified, actionable cross-enterprise with world’s leading Siebel CRM suite customer view• Highly flexible, configurable and • Innovative program strategies that business-friendly solution drive competitive advantage and revenue• End-to-End automation of best practice loyalty processes • Enable great, cross-customer• Architected for scalability & experiences performance• Multi-Channel solution 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Siebel Loyalty Investment Themes Enabling Cross-Channel Loyalty and Customer Experience Management Social Loyalty Cross-Chanel Loyalty Industry Loyalty• Social Rewards and Recognition • ATG – Siebel Loyalty integration for • Loyalty Management for Hospitality for brand advocacy cross-channel loyalty program • Loyalty engine performance management and loyalty-influenced• Viral distribution of loyalty program commerce optimization offerings and promotions • Partnership Exchange Automation and • Clienteling : In-store, On-board,• Location based promotions and @Premise Billing Management rewards • Advanced In-Store Loyalty Engine 20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Siebel Loyalty 8.2.1 Customer-Driven Innovation • Theme-Based Loyalty Clubs Loyalty 1:1 • Event-Based Promotions • Time-Based Promotions • Graphical Promotion Designer Business User • Hierarchical Rules Author Empowerment • Rules Library • Advanced Promotion Simulation • Recurring Awards Industry Best • Dynamic Vouchers • Modularized Loyalty Engine Practices21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle 22 Corporation –© 2011 OracleCopyright © 2012, Oracle and/or its affiliates. All rights reserved. Confidential Information Proprietary and Confidential
  • Oracle 23 Corporation –© 2011 OracleCopyright © 2012, Oracle and/or its affiliates. All rights reserved. Confidential Information Proprietary and Confidential
  • Loyalty Complete Solutions. Complete Choice. Enterprise Loyalty Management • Enterprise- Class Loyalty Management • Part of Siebel CRM • Cross- Industry Data Model and Best Practices • Comprehensive Loyalty Analytics • On Premise, Hosted, BPO24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • EXPERIENCE25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Buying Journey Has Become More Complex Research Shop Buy Pickup Service Buy Follow-On Search Web Online Purchase Receive Check Email Delivery Mobile Offer Status Browse Write Chat Reviews Review Tablet Check Like With Social Friends Tweet Inspect In-Store Product Pickup Store Call for Product- Accessory Related Call Call Center Information26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Companies Need a Solution that… • Unify every customer interaction across all channels • Personalizes the products and content that interest the customer • Delivers targeted promotions to the right customer • Drives lifetime revenue, increases retention, and incents referrals • Engages with customers when they needs it27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Unify the Experience • Connect every customer interaction • Deliver consistent brand Web experience Actionable Insights • Unify marketing strategies across channels28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Personalize the Journey • Deliver contextual experience driven by dynamic customer profile • Offer customer-centric promotions • Ensure consistent cross-channel marketing29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Maximize the Engagement • Turn insight into action with relevant recommendations • Enable customer-centric loyalty programs • Engage customers at the point of need30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • …Across All Channels31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Siebel Marketing – Investment Themes Intelligent Interactions Cross-Channel Marketing and Loyalty Improved Marketing Collaboration• Siebel CRM – Oracle RTD: • Web Experience Management • Integration with BPM and Next Best Actions (NBA) (Integration with ATG/ WebCenter for marketing Framework WebCenter Sites) collaterals management• Integration with Oracle Data • Social Media Marketing and Mining Integration (ODM) Loyalty • Mobile Marketing 32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Next Best Action Framework (Next-Gen IOG) Siebel CRM and Real-Time Decisions Integration • Configurable workflow-based integration between Siebel CRM and Oracle RTD • Support for a wide range of Recommendation choices – not just marketing offers! • Response-Action framework • Rich recommendation visualization • Business friendly administration33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Enhanced Online Experience Endeca ATG User-Driven Both Commerce-Driven• Relevancy, Search & Guided Merchandising • Commerce (cart, pricing, Navigation Personalization checkout, etc.)• Templating & configuration Content Targeting • Promotions, cross-sells, up- mgmt Mobile & Social sells• Intelligence & Optimization SEO • Gift lifts/wish lifts • Search and Searchandising 34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Experience Complete Solutions. Complete Choice. Siebel Marketing and Loyalty ATG Web Commerce • Closed- loop enterprise marketing management • Leading platform for Web Commerce from planning and budgeting to execution and • Multi-site architecture for multi-channel, multi- analysis country, multi-brand deployment • Sophisticated segmentation multi- channel, multi- • Product Recommendation and Live Help services stage , triggered campaigns • Performance, scalability, flexibility and high • Leverages Oracle BI and MDM availability • On Premise, Hosted, BPO • On Premise, Hosted Oracle Endeca Oracle Real-Time Decisions • Comprehensive Web personalization solution • Closed-loop, cross-channel enterprise • Search engine optimization decisioning platform • Targeted content personalization based on rules • Self learning, predictive models and rules to • Support for social interactivity, mobile apps enhance RoI and customer value development • Service oriented J2EE architecture • On Premise • On Premise35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • ADVOCACY36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle Redefines Customer Lifetime Value Customer Transaction Customer Referral Customer Lifetime Value Value Value37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Convert Customers into Advocates VIP Customer Near VIP Status Build Community of Social Influencers Deliver Choreographed Customer Journeys ? First Time Buyer Reward, Recognize and Differentiate Anonymous Buyer38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Maximize Brand Affinity and Engagement with Social Rewards and Interactions • Social Interactions for Automated and Distributed Marketing – Inject product and promotion information directly into social channel and drive traffic to Web store • Social Rewards for Word-of-Mouth Advocacy – Encourage and reward existing customers for virally referring products/promotions through their social networks – Recognize customers for their brand advocacy For each offer you tweet, you get 10 points. For each offer that your friends purchase, you get 200 points.39 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Buzzient Dashboards on Social Sentiments40 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Social Media Manager Listen, Act, Engage • Add social media as a supported CRM ‘channel’ • Gain complete customer view, including social interactions and referral value • Assess total customer lifetime value based on customer transaction and referral value41 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Advocacy Complete Solutions. Complete Choice. Social Loyalty (integrated w/ Social Networks) Social Media Manager • Siebel Loyalty integrated with Social • Harness communal knowledge Networking Sites • Detect sentiment and trends • Seamless distribution of Loyalty • Visual social graph for mining promotions on Social Networking Sites relationships • Identify Key influencers and leads • Closed-loop social rewards and • Real-time discovery of issues, initiation of recognition response and action42 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Only Oracle CRM Addresses These Needs ADVOCACY Customer Lifetime Value EXPERIENCE Unified, Personalized Experience LOYALTY Reward, Recognize and Differentiate ALIGNMENT Integrated Sales and Marketing43 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Stay In Touch with Oracle CRM Read blogs.oracle.com/crm Watch youtube.com/oraclecrm Follow twitter.com/oraclecrm Join facebook.com/oraclecrm Learn oracle.com/oraclecrm44 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 45 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 46 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.