Oracle Appcast With Anthony Lye

Welcome to Oracle’s AppCast! Oracle AppCasts are online audio interviews with Oracle executives, customers, partners, product and industry experts, delivered via RSS podcasting www.oracle.com/appcasts Today’s Topic The state of the CRM industry today, and Oracle’s comprehensive CRM vision and on demand model, with Anthony Lye

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.

Anthony Lye

Anthony Lye is responsible for the Oracle CRM and Siebel CRM On Demand business worldwide at Oracle.

Prior to joining Oracle in 2006, Mr. Lye was the Group Vice President and General Manager of CRM products at Siebel Systems. Anthony was responsible for Siebel’s vertical and horizontal CRM application technologies, and managed and directed all of Siebel’s enterprise application strategy, product marketing and product management.

Senior Vice President, Oracle CRM

What is the state of the CRM industry?

CRM: A strategic part of any company’s application strategy

Marketing/ Loyalty SFA Self Service PRM Incentive Comp Order Mgmt eBilling Call Center Field Service

How has CRM changed in the last three years?

CRM: A Strategic Part of Any Company’s Application Strategy OLDER TREND Automating front-office business processes

CRM: A Strategic Part of Any Company’s Application Strategy OLDER TREND Automating front-office business processes NEWER TREND Automating end-to-end business processes

Customer Centricity Business Process Transformation (AIA, BPEL, SOA)

Driven by the Enterprise by Industry

Chosen by Cross Functional teams

Support for business agility across the organization

Quote to order

Order to cash

Order to activation

etc

Focus on the end to end business process (SOA)

Business Drives Innovation

Value through Rapid Realignment

BPEL Business Process Execution Language

Optimized for orchestrating and executing business processes across applications

Based on industry-standard XML, SOAP and WSDL

“… designed to integrate a variety of applications that are run to achieve a particular business objective—and to do it in a way that's platform- and code-independent, not to mention one that's scalable and flexible.”

Social Participation (Web 2.0) Consumable and Participatory

Driven by the line of business; managers and users

Chosen by the users

Collaboration of contextual services

Internet Services

Intranet Services

Hosted Services

Focus on participation, adoption and social dynamics

Users (individuals and teams) Drive Innovation

Value and Efficiency through Social Innovation

What are some of the latest innovations in the CRM industry?

Disruptive Market Forces

2

2 Disruptive Market Forces Integrated CRM (SOA) Powerful, Intelligent, Deliberate, Extensible

2 Disruptive Market Forces Social CRM (Web 2.0) Consumable, Participatory, Simple, Elegant Integrated CRM (SOA) Powerful, Intelligent, Deliberate, Extensible

The Internet Leads The intranet

The Internet Leads the intranet

What is the future of CRM?

Process-Centric Industries

The Machine Controls the Process & Generates Value

Complex Products and Services

People Are the Primary Source of Value

How do organizations leverage this new CRM model?

Ask Yourself the Following Is CRM a ‘One Size Fits All’ for your Company ?

≠

Optimizing CRM for Your Company Complex Products & Services

Web 2.0 Tools

Optimizing CRM for Your Company Transactional Relationships Complex Products & Services

Web 2.0 Tools

Business Process

Do standards have a role in CRM?

Open, Standards-Based Architecture End to End Integration through SOA CRM ERP SCM HRMS Web Services SOA Content Role Based UI, task flow, analytics etc: Process Worker, Knowledge Worker Business Process Orchestration (BPEL)

Industry Standards

Industry Standards

Proprietary Standards

How does On Demand fit into the CRM model?

On Demand

A highly compelling delivery option

Easily customizable and extendable by business users

An option for any application asset

Oracle Provides Unparalleled Flexibility and Choice On Premise, On Demand or Both On Premise Applications delivered to customer sites Hybrid Integrated On Premise and On Demand solution On Demand Applications hosted and managed by Oracle

What is Oracle’s vision for CRM?

Oracle is committed to building standards-based software to help organizations reduce complexity and get the most out of existing technology investments

Oracle and Industry Standards

Oracle’s CRM Vision

Open

Extensible

Standards-based

Oracle… Complete CRM

Oracle Provides a Path to the Future Applications Unlimited More Functionality Upgrade path to Fusion Application Integration Architecture Integrated Best in Class Industry Business Processes Fusion Applications The Next Generation

www.oracle.com/crm