What is Customer Relationship Management (“CRM”) and Why Does My Company Need It? March 16, 2009 Version 1.0

What is CRM? “ Customer Relationship Management ( CRM ) consists of the processes a company uses to track and organize its contacts with its current and prospective customers.” “ While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach. ” www.Wikipedia.org

“ Customer Relationship Management ( CRM ) consists of the processes a company uses to track and organize its contacts with its current and prospective customers.”

“ While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach. ”

www.Wikipedia.org

Does My Company Need CRM? Today’s economic environment presents unique challenges: Winning new revenue is more difficult every day, requiring Sales Depts. to have better tools to manage their Leads, Opportunities, and Pipeline; Retaining customers requires outstanding service, quick response time, and a 360° view of customer information; Marketing funds must be maximized to the greatest extent possible; Meaningful information is needed to make good decisions about your sales investments.

Today’s economic environment presents unique challenges:

Winning new revenue is more difficult every day, requiring Sales Depts. to have better tools to manage their Leads, Opportunities, and Pipeline;

Retaining customers requires outstanding service, quick response time, and a 360° view of customer information;

Marketing funds must be maximized to the greatest extent possible;

Meaningful information is needed to make good decisions about your sales investments.

What Benefits Should I Expect? Typical benefits include: Decreased costs to acquire, retain, and serve customers; Enhanced revenue by increasing close rates, increasing revenue per sale, and selling more to your existing customers; Increased effectiveness in Marketing through campaign tracking, result analysis, and cost analysis; Increased competiveness through superior market intelligence, better product insight, improved forecasting and financial management, and improved customer loyalty.

Typical benefits include:

Decreased costs to acquire, retain, and serve customers;

Enhanced revenue by increasing close rates, increasing revenue per sale, and selling more to your existing customers;

Increased effectiveness in Marketing through campaign tracking, result analysis, and cost analysis;

Increased competiveness through superior market intelligence, better product insight, improved forecasting and financial management, and improved customer loyalty.

What are the Basic* Features? Sales Force Automation: Leads, Contacts, Accounts, & Opportunity Mgmt.; Territories Tracking and Quota Management; Activity Management: Appointments, Tasks, and Activity Tracking; Synchronization to E-mail, PIM, and Mobile Device Pipeline Management: Company Defined Sales Process/Methodology; Pipeline Forecasting by Product or Revenue; Lead/Opportunity Qualification and Sales Coaching. *Other niche and specialty CRM features and functions exist in the market – this list represents just the “Basics”

Sales Force Automation:

Leads, Contacts, Accounts, & Opportunity Mgmt.;

Territories Tracking and Quota Management;

Activity Management:

Appointments, Tasks, and Activity Tracking;

Synchronization to E-mail, PIM, and Mobile Device

Pipeline Management:

Company Defined Sales Process/Methodology;

Pipeline Forecasting by Product or Revenue;

Lead/Opportunity Qualification and Sales Coaching.

Features, cont. Marketing Automation: Campaign Tracking, Cost, and ROI; E-mail Marketing; Partner Management: Deal Registration; Opportunity, Lead, & Account Mgmt. Marketing Fund Request and Tracking Service Management: Service Requests Product, Service, Warranty & Contract Solution Knowledgebase Analytics, Dashboards, & Data Warehouse

Marketing Automation:

Campaign Tracking, Cost, and ROI;

E-mail Marketing;

Partner Management:

Deal Registration; Opportunity, Lead, & Account Mgmt.

Marketing Fund Request and Tracking

Service Management:

Service Requests

Product, Service, Warranty & Contract

Solution Knowledgebase

Analytics, Dashboards, & Data Warehouse

How Do We Make CRM Successful? Define your CRM Goals and Objectives, before starting the project; Choose the right CRM product to meet those Goals and Objectives; Focus on implementing both a well defined Business Process and technology to automate the process; Enforce the discipline in the Sales & Marketing team to use the system that is implemented; Have fun in the process!

Define your CRM Goals and Objectives, before starting the project;

Choose the right CRM product to meet those Goals and Objectives;

Focus on implementing both a well defined Business Process and technology to automate the process;

Enforce the discipline in the Sales & Marketing team to use the system that is implemented;

Have fun in the process!

What Are My Options for Implementing CRM? Traditional “On Premise” CRM software: Requires large capital investment in software, hardware infrastructure, and implementation; Has a long lead-time-to-value, from selection to implementation; Adds new hardware and software complexity to your already over-burdened IT staff. Internet delivered stand-alone solutions: Provide good Sales Force Automation tools. Don’t provide the 360° customer view.

Traditional “On Premise” CRM software:

Requires large capital investment in software, hardware infrastructure, and implementation;

Has a long lead-time-to-value, from selection to implementation;

Adds new hardware and software complexity to your already over-burdened IT staff.

Internet delivered stand-alone solutions:

Provide good Sales Force Automation tools.

Don’t provide the 360° customer view.

Oracle CRM On Demand: The New Answer Oracle CRM On Demand breaks the old model by providing “Software as a Service” (SaaS): Provides “Best in Class” Sales, Marketing, and Service functionality; Requires no capital expenditure upfront – pay as you go, per user per month; Allows rapid time to value – software is implemented in weeks, not months or years; Eliminates additional work for IT – Oracle hosts the system in its world-class data center; Integrates to your Oracle eBusiness Suite or J.D. Edwards EnterpriseOne ERP system.

Oracle CRM On Demand breaks the old model by providing “Software as a Service” (SaaS):

Provides “Best in Class” Sales, Marketing, and Service functionality;

Requires no capital expenditure upfront – pay as you go, per user per month;

Allows rapid time to value – software is implemented in weeks, not months or years;

Eliminates additional work for IT – Oracle hosts the system in its world-class data center;

Integrates to your Oracle eBusiness Suite or J.D. Edwards EnterpriseOne ERP system.

Oracle CRM On Demand Overview Industry Solutions Robust Core Functionality Technology Framework Multiple Hosting Options

The Solution to Your CRM Needs Oracle CRM On Demand Saas solution breaks the mold of Traditional CRM Systems: Best of Breed CRM Functionality, integrated to your back office ERP System Shorter Implementation Timeline Lower Initial Cost External Hosting Infrastructure Fixed Code Base Improved Usability Low Additional Burden on the IT Team Ongoing Support and Enhancement from the Leader in CRM Applications

Oracle CRM On Demand Saas solution breaks the mold of Traditional CRM Systems:

Best of Breed CRM Functionality, integrated to your back office ERP System

Shorter Implementation Timeline

Lower Initial Cost

External Hosting Infrastructure

Fixed Code Base

Improved Usability

Low Additional Burden on the IT Team

Ongoing Support and Enhancement from the Leader in CRM Applications

Contact Information Paul Santaniello – Senior Director – CRM Solutions Direct: (714) 335-1165 Email: psantaniello@denovoconsulting.com Paul McNulty – Vice President - Sales Direct: (310) 721-2508 Email: pmcnulty@denovoconsulting.com

Paul Santaniello – Senior Director – CRM Solutions

Direct: (714) 335-1165

Email: psantaniello@denovoconsulting.com

Paul McNulty – Vice President - Sales

Direct: (310) 721-2508

Email: pmcnulty@denovoconsulting.com