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CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
CRM at Oracle: Email Marketing
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CRM at Oracle: Email Marketing

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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 leverages Siebel Email …

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 leverages Siebel Email Marketing to manage, send and track email communications.

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  • 1. CRM at Oracle – Email Marketing<br />Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan<br />Vice President Senior Director Senior Manager, GPO IT Principal Consultant<br />CRM Systems Marketing Systems Marketing Operations Marketing Systems <br />
  • 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.<br />
  • 3. Oracle Corporation<br />Solutions Offerings<br /><ul><li>Oracle Database
  • 4. Oracle Fusion Middleware
  • 5. Oracle Applications
  • 6. Oracle Services
  • 7. Oracle Servers
  • 8. Oracle Storage
  • 9. Oracle Operating System
  • 10. Oracle Virtual Machine</li></ul>Information Technology<br /><ul><li>Four major IT Functions </li></ul>Applications<br />Development <br />Traditional <br />On Demand<br />About Oracle<br /><ul><li>US$26.8 billion in revenue for fiscal year 2010
  • 11. More than 370,000 customers worldwide
  • 12. More than 20,000 partners
  • 13. 105,000 employees, including:
  • 14. 35,000 sales & marketing
  • 15. 16,000 support</li></li></ul><li>Global CRM (GCM) Single Instance<br /><ul><li>1.8M Accounts
  • 16. 20M Contacts
  • 17. 20M Prospects
  • 18. 72MMarketing Responses
  • 19. 24MSales Activities
  • 20. 18M Marketplace Accounts</li></ul>Partner Portal145 Countries<br />10 Languages<br />35,000 Internal users<br />105,000Territory Lookup users<br />300,000Partner users<br />
  • 21. Oracle’s Global CRM Implementation<br />Optimizing Our Go-To-Market<br />Objective<br /><ul><li>Global, consistent, streamlined, and scalable campaign to opportunity to quote processes</li></ul>Approach<br /><ul><li>Go Native – 90% vanilla
  • 22. Go Fast – 1 year to rollout
  • 23. Consolidation/Centralization
  • 24. Start Clean, Stay Clean
  • 25. Standards based Integration
  • 26. Drive value with BI</li></ul>Engagement<br />Integration<br />Analytics<br />
  • 27. Global CRM Single Instance Ecosystem<br />Implementation planned<br />
  • 28. CRM at Oracle – Email Marketing<br />Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan<br />Vice President Senior Director Senior Manager, GPO IT Principal Consultant<br />CRM Systems Marketing Systems Marketing Operations Marketing Systems <br />
  • 29. <Insert Picture Here><br />Marketing Business Cycle<br />
  • 30. Marketing Business Cycle<br />Siebel MRM<br />Planning and Budgeting<br />Define Marketing Initiatives<br />Create Funds & Allocate Budget<br />Request & Approve Budget<br />Create Plans & Programs<br />Campaigns/Os/Ts<br />eMarketing Apps<br />Marketing Execution<br />Landing Pad<br />Event Registration<br />Software Download<br />CRM Analytics (OBIA)Closed Loop Reporting<br />Measure Marketing ROI<br />Track Budget to Actual<br />Fact-based Planning<br />Siebel Marketing<br />List and Segmentation<br />Target Audience<br />Build/Load Segments<br />Launch Campaigns<br />Email Marketing<br />OCH & Siebel Marketing<br />Response Management<br />Response Capture<br />Qualification<br />Assignment<br />Lead Creation<br />Siebel Call Center<br />Opportunity Management<br />Opportunity Conversion<br />Opportunity Progression<br />
  • 31. CRM at Oracle – Email Marketing<br />Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan<br />Vice President Senior Director Senior Manager, GPO IT Principal Consultant<br />CRM Systems Marketing Systems Marketing Operations Marketing Systems <br />
  • 32. <Insert Picture Here><br />Email Marketing<br />
  • 33. Siebel Email Marketing<br />CHALLENGES<br />CAPABILITIES<br />KEY VALUE & BENEFITS<br /><ul><li>Centralized “bulk” outbound email send processes & systems
  • 34. Ability to fully support double byte characters – From Name & Email Creative
  • 35. Ability to execute recurring and/or triggered email communications
  • 36. Increased the effectiveness of our email list management process and email preference/consent management
  • 37. Out of the box support for tracking email opens and click-throughs
  • 38. Efficient review & disposition of replies
  • 39. Legacy email systems were custom, point solutions
  • 40. No integration with Siebel Analytics & Segmentation modules
  • 41. Minimal integration with Siebel Marketing
  • 42. Legacy email systems were running on antiquated hardware and software platforms making system administration resource intense
  • 43. Email list processes not well integrated
  • 44. Limited ability to execute multi-tier event driven campaigns
  • 45. Scalable, high volume delivery engine on standard secure platform
  • 46. Response tracking fully integrated
  • 47. Real time visibility into Email Marketing Campaign KPI’s
  • 48. Automated bounce handling
  • 49. Personalized and Conditional content
  • 50. Integrated with other Siebel modules
  • 51. Lower support costs
  • 52. Tighter integration with Mail Transfer Agent</li></li></ul><li>CRM at Oracle – Email Marketing<br />Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan<br />Vice President Senior Director Senior Manager, GPO IT Principal Consultant<br />CRM Systems Marketing Systems Marketing Operations Marketing Systems <br />
  • 53. <Insert Picture Here><br />Email Marketing<br />
  • 54. Siebel Email Marketing<br />Global CRM<br />Data Warehouse<br />Integrated Business Intelligence<br />Email Marketing<br />Server<br />Sun Solaris<br />Outbound MTA<br />Mail Transfer Agent<br />ESD<br />Email Send Daemon<br />Outbound Email<br />Internet<br />BHD<br />Bounce Handler Daemon<br />Inbound MTA<br />Bounces<br />CTD<br />Click Through Daemon <br />Unsubscribes, Opens and Related URLs<br />

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