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Crm Smart Strategies Presentation Arienti

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  • 1. 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. Smart Strategies for CRM Luisa Arienti, Country Applications Leader, Oracle Armando Janigro, Business Development Manager, Oracle
  • 3. A Smart Strategy to Think About “In this economy, inaction is understandable but shortsighted. Those who face their fear and get unstuck can outrun hesitant competitors and seize advantage.” Source: “How to Get Unstuck,” May 2009, Rita Gunther McGrath and Ian C. MacMillan
  • 4. Every Downturn Has Its Winners Change in Relative Market Cap to Sales Ratio 1990-1991 Downturn vs. Industry Peers • A firm is 2.3 times as likely to change industry ranking in a downturn • Firms in the top quartile during a downturn sustain market premium for 3 years Source: Corporate Executive Board, Executive Guidance for 2009, November 2008
  • 5. The Opportunity Leverage IT Strategically to Win in the Downturn Targeted technology 3-5% investments 3-4% can deliver up to ten times the 1-2% impact of traditional IT .5% cost reduction efforts Managing IT In A Downturn, McKinsey on Business Technology, Fall 2008
  • 6. Every Economy Has Its Winners & Losers Four Imperatives To Be A Winner In The Recovery Focus on Leverage process Every Customer Every Organization efficiency and Industry Intelligence effectiveness Help Sales Optimize Every Business to Teams Interaction Business to Business Become More with Every Consumer / Citizen Effective Customer
  • 7. Every Economy Has Its Winners & Losers Four Imperatives To Be A Winner In The Recovery Focus on Leverage process Every Customer Every Organization efficiency and Industry Intelligence effectiveness Help Sales Optimize Every Business to Teams Interaction Business to Business Become More with Every Consumer / Citizen Effective Customer
  • 8. Leverage Customer Intelligence “If bad data impacts an operation only 5% of the time, it adds a staggering 45% to the cost of operations.” Thomas Redman –Data, An Unfolding Quality Disaster,” Information Management Magazine
  • 9. Unify Your Customer Understanding Clean, Consistent and Accurate Data For Your Enterprise Challenge Solution Benefit No single accurate Oracle Master Data • Provides accurate and Management complete customer view of your information customer . • Enables more targeted marketing Costly & inefficient marketing efforts • Facilitates complete management of governance, risk and compliance Increasing cost of • Consolidates, cleanses and compliance and shares data • Provides up-selling and data management • Provides full spectrum of cross-selling opportunities information quality products • Supports both analytical and operational MDM Lost customer • Provides integrated Governance loyalty compliance
  • 10. Get Smarter with Better Intelligence Increase Value from Existing CRM Data Challenge Solution Benefit Greater need to Oracle BI Sales, • Achieve faster time to sales, assess cost and Marketing, and Service marketing, and service opportunity gaps to Analytics insight increase profits • Maximize sales productivity by understanding sales Limited information pipeline and opportunities for critical decision making • Understand customer needs and buying patterns for more effective campaigns Increased need to and improved ROI respond to volatile • Prebuilt BI solutions for every market conditions role and function • Improve service and • Built-in best practices customer satisfaction for more profitable and loyal • Timely metrics, alerts, and Growing imperative reports delivered to laptop or customers to flank competitors mobile device in a challenging • Easy to use, extend, and environment integrate
  • 11. Every Economy Has Its Winners & Losers Four Imperatives To Be A Winner In The Recovery Focus on Leverage process Every Customer Every Organization efficiency and Industry Intelligence effectiveness Help Sales Optimize Every Business to Teams Interaction Business to Business Become More with Every Consumer / Citizen Effective Customer
  • 12. Focus On Process Efficiency & Effectiveness – By Industry “By addressing the specific requirements for different industries….companies can significantly lower customization efforts, decrease time to market, and increase actionable insight for complex relationships..” Gartner
  • 13. Different Industries, Different Distribution Models High Tech Engineering & Professional Construction Services Communications Retail Travel Public Sector
  • 14. Focus On Process Efficiency and Effectiveness CRM Best Practice Processes For Your Industry Communications Public Sector Retail Transportation Other Integrated Online Integrated Integrated Integrated Multi-channel Application Loyalty Loyalty Multi-channel E-Commerce Management Management Management E-Commerce Multi-channel Multi-channel Multi-channel Integrated Case Personalized Customer Order Customer Processing Marketing Service Management Service Self Service Application Data Integrated Optimized Sales Billing & Forms Multi-channel Integrated CRM & PRM Solutions Presentment Integration E-Commerce Life Financial Chemicals, Sciences - Clinical, Engineering Services - High Tech, Logistics Small & Aerospace Consumer Hospitality, Medical Natural Professional Automotive Energy, Education & & Institutional, Healthcare Industrial Service Medium Utilities & Defense Goods Travel Devices, Resources Services Oil & Gas Research Construction Retail, Mfg Providers Business Pharma / Insurance Biotech
  • 15. Focus On Process Efficiency & Effectiveness with Siebel Self-Service “The Web is rapidly emerging as the self-service channel of choice as a result of growing broadband penetration and the low-cost of the Web channel for companies and customers alike.” Self-Service Strategies Report, 2007 Self-
  • 16. Help Customers Help Themselves Reduce Costs While Delivering Complete Online Service Challenge Solution Benefit Oracle Self-Service • Deflect calls and dramatically reduce costs Increased call center expenses • Resolve issues rapidly . • Gain seamless information flow with multi-channel Lengthy problem integration resolution cycles • Improve cash flow & reduce DSO’s by two-to four days Exorbitant print, • Increase loyalty by • Complete, next generation Self- mail, lockbox and Service: E-Commerce, E-Support delivering the ultimate online processing costs & E-Billing experience • Transparent access to statements, orders, activity, • Gain 25- 60% adoption two Low adoption of phone, mail, and web years after deployment interactions online services • Self-resolution & assisted care • Billing analytics
  • 17. Every Economy Has Its Winners & Losers Four Imperatives To Be A Winner In The Recovery Focus on Leverage process Every Customer Every Organization efficiency and Industry Intelligence effectiveness Help Sales Optimize Every Business to Teams Interaction Business to Business Become More with Every Consumer / Citizen Effective Customer
  • 18. Help Sales Teams Become More Effective with CRM On Demand “Hosted CRM gains high marks for rapid deployment, support, and ease of use to deliver a positive ROI to customers.” Nucleus Research
  • 19. Seek Rapid Time to Value Increase Sales Productivity, Effectiveness and Collaboration Challenge Solution Benefit Oracle CRM On Demand • Drive maximum sales More accountability productivity for top sales results • Gain actionable insight . • Deliver improved marketing Smaller pipelines and service results mean greater need to convert • Implement a tailored opportunities solution for your requirements Increased pressure • Realize superior value with for faster sales • Comprehensive sales, marketing a highly cost effective velocity and service features solution • Deploys in weeks • Real-time and historic analytics Reduced capital for complete business visibility spending budget to • Easy to use, customize, and improve technology integrate infrastructure • Enterprise-grade SaaS offering
  • 20. Help Sales Teams Become More Effective with Oracle’s Sales Productivity Bundle “Social networking is increasing the velocity of trusted information exchange and, in doing so, drives revenue acceleration...” Rachel Happe, Research Manager, Digital Business Economy, IDC
  • 21. Impact Every Stage Of The Sales Process SaaS for Sales Reps—Complements Existing CRM Deployments Challenge Solution Benefit Poor pipeline Sales Productivity Bundle • More quality leads and quality & opportunities in the pipeline unpredictable revenue streams • More effective sales execution in presentations Valuable sales rep and proposals time wasted • Higher conversion rate of searching for leads leads, to opportunities, to closed deals Poor execution on • SaaS-based solutions designed to deals, delays and increase sales user effectiveness • Increased velocity of inefficiencies • Identifies most likely prospects on opportunities through territory and predicts returns pipeline • Uses wisdom of the crowd to Lost margin and deliver the most effective • More strategic deal pricing revenue due to campaigns, presentations and poor quotation and and larger margins per deal proposals negotiation • Introduces process to deal pricing decisions and negotiation
  • 22. Every Economy Has Its Winners & Losers Four Imperatives To Be A Winner In The Recovery Focus on Leverage process Every Customer Every Organization efficiency and Industry Intelligence effectiveness Help Sales Optimize Every Business to Teams Interaction Business to Business Become More with Every Consumer / Citizen Effective Customer
  • 23. Optimize Every Interaction With Your Best Customers with Siebel Loyalty “In industry after industry, loyalty leaders are growing at more than twice the rate of their competitors.” Fred Reichheld - Author, The Ultimate Question
  • 24. Keep Your Customers Close Increase the Value & Duration of Your Customer Relationships Challenge Solution Benefit Siebel Loyalty Management • Maximize customer value Increased and duration competition, decreased spending • Deliver differentiated and . personalized service at Cost of finding new every point of interaction customers greater • Create a superior value than retaining proposition with innovative existing customers programs and offers • Next-generation solution for • Respond swiftly to Low perceived creating innovative, customer- value due to lack of centric loyalty programs marketplace developments differentiation • Enables rapid partner set-up and with rapid fire promotions across programs management • Gain competitive advantage • Delivers pre-built loyalty Greater demand processes and task-based flows from customers for • Provides actionable insight into recognition across member behavior with unified multiple channels customer views
  • 25. Optimize Every Customer Interaction with Next Generation Customer Apps 80% rate ‘a person like themselves’ as the most credible spokesperson for a company, only 29% rate the CEO* Source: *HBS Social Media Report March 2008, Edelman Customer Index Report 2008
  • 26. Optimize Every Interaction With Every Customer Make “The New Customer” Your New Business Strategy Challenge Solution Benefit The economic Next Gen Customer Apps • Maximize customer loyalty, climate’s effect on profitability and retention your industry and • Increase cross selling / up your customers . selling while reducing cost Disruptive of sales technology is • Improve customer service empowering efficiency while reducing customers customer service cost • Make the most contextual and Greater demand compelling offers to your • Increase customer from customers for customers acquisition rate through recognition across • Provide self-service and advocacy and customer multiple channels ecommerce regardless of time driven marketing and location The New Customer • Incentivize customers in order to • Increase ROI from existing – expects you to manage their behavior CRM know what they • Leverage social networks to want & they want it build customer advocacy now • Built on Siebel CRM
  • 27. Every Economy Has Its Winners & Losers Four Imperatives To Be A Winner In The Recovery Focus on Leverage process Every Customer Every Organization efficiency and Industry Intelligence effectiveness Help Sales Optimize Every Business to Teams Interaction Business to Business Become More with Every Consumer / Citizen Effective Customer
  • 28. Customer Success Achieved $6.2M in 47% Frequent incremental orders traveller growth from cross-selling Reduced by 120% Process 1M loyalty time to launch new transactions per promotions batch/per daY Saved $22M per year +11% Cust Sat & from 18M customers +$1M win backs in going paperless first 3 months 20% more cases in Saving $12M per pipe, 5,000 admin year with Points- hours reduction for-Card Renewal

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