Crm Od


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Crm Od

  1. 1. Marketing/ Loyalty Incentive SFA Comp PRM Call Center Field Order Service Mgmt Self eBilling Service Procure Implement Integrate Test Use
  2. 2.  It is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them.  Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers.  CRM software is used to support these processes; the software system can be accessed, and information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.  Typical CRM goals are to improve services provided to customers, and to use customer
  3. 3. Benefits Organization Costs Customer Focus Privacy Customer Opportunity retention Lifetime value of the relationship Share of customer Benefits Long-term Continuity profitability Contact touch Customer points Costs Personalized Infrastructure service investments Enhanced Process change satisfaction, safety Exhibit 1.2 Zikmund 16/07/09 3
  4. 4. Sales Increase the productivity of your sales team with Oracle CRM On Demand’s streamlined set of tools to automate, simplify, and manage customer information. Service Improve customer satisfaction with consistent, up-to-date information that can be accessed across your organization from the prebuilt hosted contact center. Marketing Integrated solutions for executing and analyzing marketing and advertising campaigns. Call Center A hosted multichannel support application that can be rapidly and cost-efficiently deployed and integrated with Oracle, PeopleSoft, and Siebel applications.
  5. 5. Analytics Prebuilt data warehousing that enables you to utilize both real- time intelligence and deep historical and comparative trend analyses. Mobile Improved accessibility to vital customer information for sales professionals on the road with a task-based application that allows anytime, anywhere access to customer information. Integration Web services support and prebuilt integration to Oracle business applications. Complete Solution Take advantage of Oracle CRM On Demand’s complete solution, and you can optimize sales, marketing, and service operations to maximize your CRM.
  6. 6. Industry-specific CRM Sales Marketing Service Embedded Analytics with Built-in Data Warehouse Customization, Integration & Extensibility World-Class, Single-Vendor Hosting Infrastructure Oracle EBS Siebel JDE Ensuring Value :: CRM OnDemand
  7. 7.  Products Register  Outlook Integration  Off-line version (for low bandwidth)  Web Services  Sticky Notes  Attachments  Search  Full CRM with limited bandwidth requirements
  8. 8.  Lead management  Deal/Opportunity Management  Activity and Interaction tracking  Sales Teams  Mobile Sales Assistant (extra option)
  9. 9.  Service Request management  Assignment  Escalation  Solutions  Service teams  Easily integrated with CTI
  10. 10.  Campaign planning  Simple Budgeting  Success Tracking  Execution  Email Campaigns (extra option)
  11. 11.  Over 250 pre-built reports  Interactive Dashboards  Drillable  Editable  User Specific
  12. 12. But now the internet is considered as a true media support, and this new support gave birth to the hosted CRM Solution, backed by technology to enhance the user experience. The Advantages of Oracle CRM On Demand :  Reduction of Implementation time (weeks not years)  Reduction of User Adoption costs (change management)  Reduction in IT Investment  (no hardware investment)  Stable Subscription fee/per month/per user (management of costs)  Access to the power of the Analytics Tool (business analytics)  Ease of integration with your existing Information System (standards based integrations)
  13. 13. If you have 10 million customers, and each customer has a lifetime value of $1,000.00. What would be the lifetime gain of reducing attrition by 10% from its existing level of 9% at the customer level? - 9% of 10 million customers  900,000 customers are attriting - 10% of 900,000 is 90,000 customers. - If we save 90,000 customers, the benefit on lifetime value to the corporation will be
  14. 14. D e p lo y m e Ta r g e t Ve n d o r n t O p t io n s Ma rk e t K e y R e a s o n s T o C o n s id e r Aplicor SaaS Mid-Market • Same MS technology stack, but a much Enterprise easier to use interface • Balanced strength in all modules • Service Level Agreements Epicor On Premise SMB Market • Large mid-market share • Strong consolidation and inter company processing features Microsoft Dynamics CRM On Small to Enterprise • Both deployment options available Premise/SaaS • Strong Sales functions • Easy to use, basic marketing functions NetSuite SaaS SMB Market • Integrated SaaS CRM and back office solutions • Good SFA functionality through order processing RightNow SaaS Mid Market • Strong in Customer Support • Industry leader in SaaS Self Service SageCRM On SMB Market • Both deployment options with Premise/SaaS comparable Footprint to MS CRM • Large SMB market share SaaS Small to Enterprise •SFA functionality is strong •AppExchange catalog of third party       solutions is large
  15. 15. Account/ Campaign Mgmt.  Lead Mgmt.  Opportuni ty Mgmt.  Order Capture  Order Fulfillment  AR/ Financials Oracle Application Integration Architecture (AIA) ORACLE FUSION MIDDLEWARE
  17. 17. Do you need CRM? What questions you should ask? Does your company serve to multiple Discussion customers? Do customer service, sales, marketing and management need customer data and do they have access to the same customer data? Does your marketing department segment and do targeted campaigns? Is the customer needs and wants a priority for your company? Does your company have a high customer “churn” rate. Is employee compensation linked to customer satisfaction? 16/07/09 18
  18. 18.  Striking a balance in how they use resources to market to the most valuable consumer segments;   Distinguishing themselves through customer interactions that support a branded customer experience;   Pumping up sales productivity by mapping processes to new technologies;     Setting sales goals and establishing rewards for meeting them; compensating the sales team consistently;     Narrowing the gap between customer expectations and the actual service experience;  Using analytics tools to gain a deeper understanding of the actual intentions of customers in their own words
  19. 19.  SAAS concept was brought by  Oracle acquired seibel in 2006
  20. 20. Industry Applications CRM 2.0 Applications (Fusion-Based) Siebel CRM Oracle PSFT JDE Other CRM OD CRM CRM CRM CRM.. Application Integration Architecture Fusion Middleware
  21. 21. Proactive CRM 5.6 M Customer Adaptive CRM 5.0 M • 13 years CRM experience CRM for Everyone, • $1.8B CRM Research & Development Enterprise BI • Analyst acknowledged leadership • CRM 5M+ live CRM users On Demand • 20+ industry solutions 3.0 M Analytics, Standards- Based Integration Best Practices CRM 2.17 M Multichannel CRM Industry-Specific CRM 1.3 M Integrated CRM Integrated 1M Sales and Customer Service Enterprise- Mobile SFA Class 600,000 SFA Siebel Systems 200,000 Founded 500 4,000 20,000 60,000 1993 1995 1996 1997 1998 1999 2000 2001 2002 20032004 2005 2006
  22. 22. THAN K YOU