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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CRM at Oracle: Email Marketing CRM at Oracle: Email Marketing Presentation Transcript

  • CRM at Oracle – Email Marketing
    Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan
    Vice President Senior Director Senior Manager, GPO IT Principal Consultant
    CRM Systems Marketing Systems Marketing Operations Marketing Systems
  • 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.
  • Oracle Corporation
    Solutions Offerings
    • Oracle Database
    • Oracle Fusion Middleware
    • Oracle Applications
    • Oracle Services
    • Oracle Servers
    • Oracle Storage
    • Oracle Operating System
    • Oracle Virtual Machine
    Information Technology
    • Four major IT Functions
    Applications
    Development
    Traditional
    On Demand
    About Oracle
    • US$26.8 billion in revenue for fiscal year 2010
    • More than 370,000 customers worldwide
    • More than 20,000 partners
    • 105,000 employees, including:
    • 35,000 sales & marketing
    • 16,000 support
  • Global CRM (GCM) Single Instance
    • 1.8M Accounts
    • 20M Contacts
    • 20M Prospects
    • 72MMarketing Responses
    • 24MSales Activities
    • 18M Marketplace Accounts
    Partner Portal145 Countries
    10 Languages
    35,000 Internal users
    105,000Territory Lookup users
    300,000Partner users
  • Oracle’s Global CRM Implementation
    Optimizing Our Go-To-Market
    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
    Engagement
    Integration
    Analytics
  • Global CRM Single Instance Ecosystem
    Implementation planned
  • CRM at Oracle – Email Marketing
    Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan
    Vice President Senior Director Senior Manager, GPO IT Principal Consultant
    CRM Systems Marketing Systems Marketing Operations Marketing Systems
  • <Insert Picture Here>
    Marketing Business Cycle
  • Marketing Business Cycle
    Siebel MRM
    Planning and Budgeting
    Define Marketing Initiatives
    Create Funds & Allocate Budget
    Request & Approve Budget
    Create Plans & Programs
    Campaigns/Os/Ts
    eMarketing Apps
    Marketing Execution
    Landing Pad
    Event Registration
    Software Download
    CRM Analytics (OBIA)Closed Loop Reporting
    Measure Marketing ROI
    Track Budget to Actual
    Fact-based Planning
    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
    Siebel Call Center
    Opportunity Management
    Opportunity Conversion
    Opportunity Progression
  • CRM at Oracle – Email Marketing
    Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan
    Vice President Senior Director Senior Manager, GPO IT Principal Consultant
    CRM Systems Marketing Systems Marketing Operations Marketing Systems
  • <Insert Picture Here>
    Email Marketing
  • Siebel Email Marketing
    CHALLENGES
    CAPABILITIES
    KEY VALUE & BENEFITS
    • Centralized “bulk” outbound email send processes & systems
    • Ability to fully support double byte characters – From Name & Email Creative
    • Ability to execute recurring and/or triggered email communications
    • Increased the effectiveness of our email list management process and email preference/consent management
    • Out of the box support for tracking email opens and click-throughs
    • Efficient review & disposition of replies
    • Legacy email systems were custom, point solutions
    • No integration with Siebel Analytics & Segmentation modules
    • Minimal integration with Siebel Marketing
    • Legacy email systems were running on antiquated hardware and software platforms making system administration resource intense
    • Email list processes not well integrated
    • Limited ability to execute multi-tier event driven campaigns
    • Scalable, high volume delivery engine on standard secure platform
    • Response tracking fully integrated
    • Real time visibility into Email Marketing Campaign KPI’s
    • Automated bounce handling
    • Personalized and Conditional content
    • Integrated with other Siebel modules
    • Lower support costs
    • Tighter integration with Mail Transfer Agent
  • CRM at Oracle – Email Marketing
    Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan
    Vice President Senior Director Senior Manager, GPO IT Principal Consultant
    CRM Systems Marketing Systems Marketing Operations Marketing Systems
  • <Insert Picture Here>
    Email Marketing
  • Siebel Email Marketing
    Global CRM
    Data Warehouse
    Integrated Business Intelligence
    Email Marketing
    Server
    Sun Solaris
    Outbound MTA
    Mail Transfer Agent
    ESD
    Email Send Daemon
    Outbound Email
    Internet
    BHD
    Bounce Handler Daemon
    Inbound MTA
    Bounces
    CTD
    Click Through Daemon
    Unsubscribes, Opens and Related URLs