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"Being creative with data" 25th November - Oracle presentation

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Noel Coloe from Oracle at the IPA's "Being creative with data" workshop and seminar on Wednesday 25th November.

Noel Coloe from Oracle at the IPA's "Being creative with data" workshop and seminar on Wednesday 25th November.

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  • Lets talk about the Next Gen Customer App – it’s a category of CRM application that we have identified at Oracle than brings together CRM, Mobile and Social / Web 2.0 technologies in order to exceed the needs of the new customers and achieve goals around loyalty, margin, revenue, customer acquisition and customer service / service costsBy CRM we mean the Siebel CRM stable – at the heart of which is the need to run “customer treatment” processes (sales, service, accounting etc) across multiple channels – leveraging the customer data in this 360 view of the client. Critical to customer treatment and managing customer behaviour to meet your goals are the Loyaty and Self-Service components of Siebel; then finally in order to ensure that precisely the right offer is made to the right customer at the time so that you can optimse every single interaction with every customer – like they were your only customers, a Siebel technology called RTD uses real time data along with the 360 view of the client, including planned marketing campaigns etc – to make the most contextual compelling offer to the client in order to achieve sales, retention and service cost goals.Bring this together with RT data from the mobile space and social networks and you have a powerful offering – on
  • Tim is a customer of the network operator “Wireless and Wired”He is a member of W&W’s Loyalty Program and social sites Facebook & TripItW&W have implemented a Next Generation Customer App with OracleOn the server - Siebel for Loyalty, Self-Service and Real Time Decisions On the device - Oracle partner Neos’ Mobc3 platformLets assume that Tim has maybe received an SMS or email from W&W regarding his latest bill or maybe a rewards promotion, as a result he clicks on the link that starts his W&W App on the phone…
  • Here is an example of a menu screen where Tim can undertake a number of tasks…1/ he can see and manage his loyalty status2/ he can look at current offers from W&W that are appropriate to him3/ he can service his account – check and pay bills and so on4/ if there is anything he likes or wants to share with friends – the Next Gen app facilitates this too….
  • Tims contract is soon to expire and Siebel marketing had a promotion lined up for him in order to help convince him to renew his contract. When he logged into the Next Gen app, the geolocation reported that he was close to a W&W store at the moment – so now is the moment to make the offer and support him in his contract renewal process…..<<Read the offer>> Then click on the YES button
  • Here is another, highly contextual offer, brought together by the 360 view of the customer, social data (in this case anniversary data) and real time information on where he is right now…..Its Tims wedding anniversary tomorrow, he is only around the corner from one of the W&W loyalty coalition partners “Hotel Choco” – whats more he has lots of loyalty points to spend (that W&W would like reduced as Loyalty points represent a liability on the company’s balance sheet) – The Next Gen app recommends some premium gifts that might be of interest to him…if he wants he can redeem his points now<CLICK on REDEEM>
  • The App saw on TRIPIT that Tim is off on holiday next week – RTD combines this information with the 360 view and current offers that Siebel marketing has ready – A Roaming package would be very beneficial to Tim. If he signs up now it will save him time and money when on holiday….also saving customer service time for W&W and increasing their monthly billing with the roaming option….a win / win…
  • Transcript

    • 1. Being Creative With DataOpportunities for IPA members with Oracle CRM
      Noel Coloe
      Core CRM Sales Development Leader
      Noel.coloe@oracle.com
      25th Nov 2009
    • 2. Oracle Confidential: Not for Distribution
      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 decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
    • 3. Oracle CRMWhere agencies can play a role….
      Next Generation Customer
      Applications
      Loyalty “First Steps”
    • 4. Technology has changed consumer behaviourB2C challenge: convergence of CRM, Mobile and Social
      The NEW
      CUSTOMER
      Real Time Decisions
    • 5. The Next Generation Customer ApplicationDriving Loyalty, Revenue, Margin and Acquisition
    • 6. W&W Home
      Welcome back, Tim!You have 18,400 points (Silver tier)
      Upgrade to Gold tier benefits: collect just 1,600 more points
      Check your latest promotions
      View current (and past) spending
      Configure your tariff and options
      Share the benefits – refer a friend
    • 7. My Inbox
      Tim, There’s a newpromotion for you!
      Tim,
      You’re reaching the end of your contract and we thank you for the last 24 months!
      We are pleased to offer you a new 2 year contract with a terrific smartphone deal. But hurry.. the offer is valid for 3 weeks!
      Why not visit our nearest shop (just 90m away) to pick it up today! Quote ref 7291
      Hi Tim, Welcome back!Earn points - update your profile
      Upgrade to Gold tier benefits: collect just 1,600 more points
      Check your latest promotions
      View current (and past) spending
      Configure your tariff and options
      No
      Yes
      Later
      More…
      Share the benefits – refer a friend
    • 8. My Promotions
      Tim,
      Your profile tells us that next week is your 7th wedding anniversary!
      Why not redeem some loyalty points, and celebrate this special day in style.
      For fantasticchocolates and flowers go to nearby Hotel Choco (view map), just 120m away, where luxury awaits you…
      Hi Tim,Thanks for switching to auto-pay!
      You are one step nearer to Gold: collect just 1,700 more points
      Check your latest promotions
      View current (and past) spending
      Configure your tariff and options
      No thanks
      Tell me more
      Share the benefits – refer a friend
    • 9. My Promotions
      Tim, Welcome to Hotel Choco
      Suggested anniversary gifts
      Great payment options
      for Proximus customers
      Hi Tim,Thanks for switching to auto-pay!
      You are one step nearer to Gold: collect just 1,700 more points
      More suggestions
      Check your latest promotions
      View current (and past) spending
      Configure your tariff and options
      No thanks
      Buy now
      Share the benefits – refer a friend
    • 10. My Inbox
      Tim, There’s a newpromotion for you!
      Tim,
      We see from TripIt
      you are travelling to
      Spain next week.
      Do you wish to activate our international low cost roaming and browsing service
      You can pay in
      points for this
      latest service…
      Hi Tim, Welcome back!Earn points - update your profile
      Upgrade to Gold tier benefits: collect just 1,600 more points
      Check your latest promotions
      View current (and past) spending
      Configure your tariff and options
      No
      Yes
      Later
      More…
      Share the benefits – refer a friend
    • 11. Oracle CRMNext Generation Customer Application
      • Client benefits
      • 12. Engage and meet expectations of The New Customer
      • 13. Leverage disruptive technologies
      • 14. Loyalty, Advocacy, Effectiveness, Margin
      • 15. Potential Agency Opportunities
      • 16. Mktg campaign creation / management
      • 17. Promotions
      • 18. Loyalty Program
      • 19. Thought Leadership
    • Oracle CRMLoyalty “First Steps”
      • Subscription based (SaaS) CRM with e-mail marketing on demand
      • 20. Includes response management, tracking & analysis
      • 21. Benefit to clients
      • 22. Inexpensive and agile way to understand loyalty and potential ROI
      • 23. Confidently validate investment in full loyalty program
      • 24. Opportunities for agencies
      • 25. Propose, construct and run in-expensive loyalty hypotheses
      • 26. Be part of the ROI team on Loyalty and Marketing
    • Oracle CRM and AgenciesBeing Creative With Data
      Disruptive Technology =&gt; New Customer & new data
      Loyalty programs =&gt; address anonymity & advocacy
      “First Steps” helps prove ROI for strategic investment
      Agency Opportunities
      Thought leadership
      Get in early
      Engagement in strategic and agile early-stage initiatives
      Client value
    • 27. Being Creative With DataOpportunities for IPA members with Oracle CRM
      Noel Coloe
      Core CRM Sales Development Leader
      Noel.coloe@oracle.com
      25th Nov 2009

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