CRM at Oracle – Email Marketing<br />Deepak Gupta	Roger Rich	    Patrick McGavock	Lavanya Ramakrishnan<br />Vice President...
The following is intended to outline our general product direction. It is intended for information purposes only, and may ...
Oracle Corporation<br />Solutions Offerings<br /><ul><li>Oracle Database
Oracle Fusion Middleware
Oracle Applications
Oracle Services
Oracle Servers
Oracle Storage
Oracle Operating System
Oracle Virtual Machine</li></ul>Information Technology<br /><ul><li>Four major IT Functions </li></ul>Applications<br />De...
More than 370,000 customers worldwide
More than 20,000 partners
105,000 employees, including:
35,000 sales & marketing
16,000 support</li></li></ul><li>Global CRM (GCM) Single Instance<br /><ul><li>1.8M Accounts
20M Contacts
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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 Marketing to manage, send and track email communications.

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CRM at Oracle: Email Marketing

  1. 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. 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. 3. Oracle Corporation<br />Solutions Offerings<br /><ul><li>Oracle Database
  4. 4. Oracle Fusion Middleware
  5. 5. Oracle Applications
  6. 6. Oracle Services
  7. 7. Oracle Servers
  8. 8. Oracle Storage
  9. 9. Oracle Operating System
  10. 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. 11. More than 370,000 customers worldwide
  12. 12. More than 20,000 partners
  13. 13. 105,000 employees, including:
  14. 14. 35,000 sales & marketing
  15. 15. 16,000 support</li></li></ul><li>Global CRM (GCM) Single Instance<br /><ul><li>1.8M Accounts
  16. 16. 20M Contacts
  17. 17. 20M Prospects
  18. 18. 72MMarketing Responses
  19. 19. 24MSales Activities
  20. 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. 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. 22. Go Fast – 1 year to rollout
  23. 23. Consolidation/Centralization
  24. 24. Start Clean, Stay Clean
  25. 25. Standards based Integration
  26. 26. Drive value with BI</li></ul>Engagement<br />Integration<br />Analytics<br />
  27. 27. Global CRM Single Instance Ecosystem<br />Implementation planned<br />
  28. 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. 29. <Insert Picture Here><br />Marketing Business Cycle<br />
  30. 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. 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. 32. <Insert Picture Here><br />Email Marketing<br />
  33. 33. Siebel Email Marketing<br />CHALLENGES<br />CAPABILITIES<br />KEY VALUE & BENEFITS<br /><ul><li>Centralized “bulk” outbound email send processes & systems
  34. 34. Ability to fully support double byte characters – From Name & Email Creative
  35. 35. Ability to execute recurring and/or triggered email communications
  36. 36. Increased the effectiveness of our email list management process and email preference/consent management
  37. 37. Out of the box support for tracking email opens and click-throughs
  38. 38. Efficient review & disposition of replies
  39. 39. Legacy email systems were custom, point solutions
  40. 40. No integration with Siebel Analytics & Segmentation modules
  41. 41. Minimal integration with Siebel Marketing
  42. 42. Legacy email systems were running on antiquated hardware and software platforms making system administration resource intense
  43. 43. Email list processes not well integrated
  44. 44. Limited ability to execute multi-tier event driven campaigns
  45. 45. Scalable, high volume delivery engine on standard secure platform
  46. 46. Response tracking fully integrated
  47. 47. Real time visibility into Email Marketing Campaign KPI’s
  48. 48. Automated bounce handling
  49. 49. Personalized and Conditional content
  50. 50. Integrated with other Siebel modules
  51. 51. Lower support costs
  52. 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. 53. <Insert Picture Here><br />Email Marketing<br />
  54. 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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