CRM at Oracle: Real-Time Decisions

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The CRM at Oracle series highlights Oracle's internal implementation of Oracle CRM products such as Siebel CRM and Oracle CRM On Demand. This presentation discusses how Oracle utilizes Oracle's Real-Time Decisions (RTD) for lead scoring. RTD reduces maintenance of rules and provides visibility into the effectiveness of the rules.

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CRM at Oracle: Real-Time Decisions

  1. 1. •<Insert Picture Here> CRM at Oracle – Real-Time Decisions Deepak Gupta Roger Rich Lisa Pondicherry Vice President Senior Director Senior Manager CRM Systems Marketing Systems Marketing Systems
  2. 2. 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.
  3. 3. Oracle Corporation
  4. 4. Global CRM (GCM) Single Instance • 1.8M Accounts • 20M Contacts • 20M Prospects • 72M Marketing Responses • 24M Sales Activities • 18M Marketplace Accounts
  5. 5. Objective • Global, consistent, streamlined, and scalable campaign to opportunity to quote processes Approach • Go Native – 90% vanilla • Go Fast – 1 year to rollout • Consolidation/Centralization • Start Clean, Stay Clean • Standards based Integration • Drive value with BI Oracle’s Global CRM Implementation Optimizing Our Go-To-Market Sales Customer Data Marketing Partners
  6. 6. Global CRM Single Instance Ecosystem Implementation planned
  7. 7. •<Insert Picture Here> CRM at Oracle – Real-Time Decisions Deepak Gupta Roger Rich Lisa Pondicherry Vice President Senior Director Senior Manager CRM Systems Marketing Systems Marketing Systems
  8. 8. <Insert Picture Here> Marketing Business Cycle
  9. 9. Global CRM Plan Execute Manage Analyze Siebel MRM Planning and Budgeting Define Marketing Initiatives Create Funds & Allocate Budget Request & Approve Budget Create Plans & Programs Campaigns/Os/Ts Siebel Marketing List and Segmentation Target Audience Build/Load Segments Launch Campaigns Email Marketing OCH & Siebel Marketing Response Management Response Capture Qualification Assignment Lead Creation CRM Analytics (OBIA) Closed Loop Reporting Measure Marketing ROI Track Budget to Actual Fact-based Planning Marketing Business Cycle eMarketing Apps Marketing Execution Landing Pad Event Registration Software Download Siebel Call Center Opportunity Management Opportunity Conversion Opportunity Progression
  10. 10. •<Insert Picture Here> CRM at Oracle – Real-Time Decisions Deepak Gupta Roger Rich Lisa Pondicherry Vice President Senior Director Senior Manager CRM Systems Marketing Systems Marketing Systems
  11. 11. <Insert Picture Here> Real-Time Decisions
  12. 12. Challenges •Limited set of lead scoring attributes •Cumbersome maintenance of scoring rules •Lack of insight into effectiveness of the scoring rules
  13. 13. Capabilities •Self service rule setup and deployment •Flexible UI for setup and simulation of rules •Advanced capabilities including predictive reporting and dynamic business rules
  14. 14. Siebel Marketing – Response Validation
  15. 15. Real-Time Decisions – Scoring Administration
  16. 16. Siebel Call Center – Scored Lead
  17. 17. Real-Time Decisions – Predictive Reporting
  18. 18. Benefits • 50% increase in scoring attributes • 80% reduction in maintenance of rules • Visibility into effectiveness of scoring rules and other drivers for scoring on a real-time basis • Foundation to leverage RTD Dynamic Scoring in future phases
  19. 19. For More Information search.oracle.com or sales.oracle.com Real-Time Decisions

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