Increase Sales Effectiveness & Close More Deals With Oracles Complete Crm

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From OOW 2011. Increase Sales Effectiveness & Close More Deals with Oracle\'s Complete CRM

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Increase Sales Effectiveness & Close More Deals With Oracles Complete Crm

  1. 1. 1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  2. 2. 2 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Increase Sales Effectiveness & Close More Deals with Oracle’s Complete CRM Kirk Mosher Vice President, CRM & eCommerce Product Marketing
  3. 3. Safe Harbor Statement The preceding 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, 3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. 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.
  4. 4. Agenda • Megatrends • Business Challenges • The Opportunity • Customer Successes 4 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Customer Successes • Key Takeaways
  5. 5. MEGATRENDS that are redefining sales 5 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. that are redefining sales
  6. 6. Megatrends Shifting How Business Is Done CustomerCustomer--DrivenDriven Cloud ComputingCloud Computing 6 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Social MediaSocial Media MobilityMobility RealReal--Time DecisionsTime Decisions CrossCross--ChannelChannel
  7. 7. Megatrend: Customer-Driven Customers are more independent and informed • Product commoditization • Shift to buyer-driven market • Decrease in customer loyalty Change DriversChange Drivers 7 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Differentiate your customer experience • Expand your channels of customer engagement • Incent and reward customer loyalty • Decrease in customer loyalty Business ImplicationsBusiness Implications Source: The Conference Board, CEO Challenge 2010
  8. 8. Megatrend: Cross Channel The buying journey has become more complex • Multiple channel buying process • Channel silos creating frustration • Impacting loyalty and retention Change DriversChange Drivers 30% of Customers Use 3 or More Channels Number of Channels for a Single Transaction 8 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Create unified view of customers • Connect each interaction across the buying journey • Integrate processes across channels • Impacting loyalty and retention Business ImplicationsBusiness Implications Source: ATG-sponsored, independent survey of 1,054 US consumers.
  9. 9. Megatrend: Real-Time Decisions Speed of business is outpacing traditional batch mode analytics • Multi-channel options • Shift in buyer behavior • Move to customer-centricity Change DriversChange Drivers ““BIBI isis frontfront and centerand center 9 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Optimize every interaction and offer • Adapt to the customer in real time • Provide relevant and personalized offers and information • Move to customer-centricity Business ImplicationsBusiness Implications and centerand center onon everyone'severyone's agendas.”agendas.”
  10. 10. Megatrend: Cloud Computing Shifting deployment model for business applications • Shrinking IT budgets • Pay as you go: OPEX vs. CAPEX • Perceived time-to-value Change DriversChange Drivers “By 2012,“By 2012, 80%80% of Fortune 1000of Fortune 1000 enterprisesenterprises willwill 10 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Assess appropriate deployment option • Integrate processes across cloud and on premise applications • Must ensure security and compliance • Perceived time-to-value Business ImplicationsBusiness Implications enterprisesenterprises willwill use some level ofuse some level of cloud computingcloud computing services.”services.”
  11. 11. Megatrend: Mobility Smart mobile devices are changing the way we work and play • Global adoption of smartphones • Growth in web and mobile apps • New browser-based media tablets Change DriversChange Drivers 2.4 Days2.4 Days 11 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Enable access anywhere • Reduce redundant tasks • Support disconnected activity • New browser-based media tablets Business ImplicationsBusiness Implications 2.4 Days2.4 Days a Weeka Week Source: The Alexander Group and Pace Productivity Inc.
  12. 12. Megatrend: Social Media New ways of interacting are changing the business landscape • New paradigms of interaction • Increasing speed of learning • Shift of power to customers Change DriversChange Drivers 12 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Monitor the social conversation • Create social channels of customer engagement as appropriate • Enables collaboration across teams • Shift of power to customers Business ImplicationsBusiness Implications
  13. 13. BUSINESS CHALLENGES 13 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. BUSINESS CHALLENGES
  14. 14. Business Challenges – VP of Sales • #1 Growing revenue and delivering your numbers • #2 Accurately forecasting revenue and doing it consistently over time 14 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. and doing it consistently over time • #3 Delivering your number while staying within your headcount and expense budget
  15. 15. Consider these numbers… 81 89 85/29 % missed guidance in last 12 months % reps aren’t getting enough coaching % leads qualified – marketing vs sales 15 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. 85/29 <24 Sources: 1) CSO Insights; 2) Corporate Visions Inc.; 3) SIRIUS Decisions; 4) Thomson Reuters % leads qualified – marketing vs sales months is average tenure of a VP of Sales
  16. 16. Is my team’s forecast accurate and real? How can I help my team win more business? What’s Keeps a VP of Sales Up at Night? 16 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. How can I improve the quality of my pipeline and reduce time spent on dead-end deals? How can I get my company to move faster when the deal is on the line?
  17. 17. The Key is Better Sales Performance x = 17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Existing Resources Existing Resources x Increased Revenue = Sales Performance
  18. 18. The Challenge… $ 18 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. M1 M2 M3
  19. 19. #1 Know Where You Stand $ 19 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. M1 M2 M3
  20. 20. #2 Provide Support at the Point of Action $ 20 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. M1 M2 M3
  21. 21. #3 Generate Better Opportunities $ 21 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. M1 M2 M3
  22. 22. #4 Align Everything Behind Your Success $ 22 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. M1 M2 M3
  23. 23. 1. Gain confidence in your team’s forecasts 2. Provide coaching when it really matters 3. Build a stronger pipeline of real opportunities Keys to Improving Sales Performance 23 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. 3. Build a stronger pipeline of real opportunities 4. Align process, resources & people behind your success
  24. 24. INSIGHT 24 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. INSIGHT
  25. 25. 25 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Companies using sales analytics/forecasting tools outperform others by 1.3 times in achieving their overall annual sales quota. Source: Aberdeen Group, October 2010
  26. 26. • Improve forecast accuracy and sales pipeline visibility • Consolidate past, present and future forecast details in one location to better predict trends Gain More Actionable Insight 26 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. location to better predict trends • Access real-time synchronization between opportunities & forecast
  27. 27. • Increase productivity by accessing and sharing prebuilt reports and dashboards • Enable inline editing of sales forecasts by sales managers Gain More Actionable Insight 27 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. forecasts by sales managers • Empower users with critical insights wherever and however they work
  28. 28. “Before implementing Oracle CRM On Demand, we lacked important sales call metrics, including the ability to map calls to outcomes. Now, we have clear visibility into the complete call lifecycle.” Michael Bell Inside Sales Manager, Equifax 28 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. “Equifax increased inside sales revenue by 10% in the midst of the economic downturn”
  29. 29. COACHING 29 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. COACHING
  30. 30. 30 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. “Progressive organizations recognize that in a down economy, efforts to improve the coaching skills of frontline sales managers have a greater ROI compared to other similar training investments made on sales reps, in terms of their direct impact on overall sales performance.” The Corporate Executive Board 2009
  31. 31. Deliver Better Sales Coaching 31 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Source: CSO Insights, 2011
  32. 32. Deliver Better Sales Coaching • Utilize your best sales practices to streamline the sales process • Provide sales-specific coaching to empower reps 32 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. coaching to empower reps • Implement sales methodologies to increase consistency
  33. 33. PIPELINE 33 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. PIPELINE
  34. 34. 34 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. An estimated 70-90% of leads generated by marketing are never followed up by sales. Source: Marketing Sherpa
  35. 35. Improve the Sales Pipeline Qualified Opportunity Sales Qualified Lead Lead Generation and Capture Unqualified Lead Collateral List Purchases Email Sales Win Common Strategy, Common Definitions 35 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Marketing Mix Feedback Leadand CaptureWebinars Tradeshows Other Data Sources Lead Recycling Win End to End ROI and Impact Metrics
  36. 36. Improve the Sales Pipeline • Develop common lead scoring criteria to improve lead quality • Design adaptive 1:1 marketing campaigns to 36 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. marketing campaigns to increase conversion rates • Create progressive profile of needs and interactions to shorten sales cycle and improve close rates
  37. 37. “Oracle CRM On Demand enabled us to gain groupwide visibility into the sales pipeline. We also gained the ability to automate key sales management processes and close the data loop across our enterprise and third-party systems to ensure information accuracy and process efficiency.” Bob Rohr Vice President, Americas Commercial Sales Operations and Business Support, Graphic Communications Group, Eastman Kodak Company 37 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  38. 38. ALIGNMENT 38 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. ALIGNMENT
  39. 39. 39 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. “Today, 30 to 35 percent of a salesperson’s face time is spent with the customer. Salespeople spend too much time on administrating, expediting orders, arguing over receivables, and finding late shipments.” Source: Jack Welch, former CEO, General Electric Company
  40. 40. Logistics Inventory Mgt Warehouse Mgt Shipping / Receiving Transportation Mgt Manufacturing Discrete MFG Process MFG OrchestrateCapture Fulfill Web Social Networks Quote / Order Capture Create Transaction Select and Configure Products Create Shipment Expectations Check / Reserve Inventory Negotiate Terms Determine Tax Capture Payment Validate and Submit Order Orchestrate Orders Order Decomposition Order Orchestration Distributed Inventory Order Workbench Data Transformation Align Processes Behind Your Success 40 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Process MFG APS Advanced Planning Global Order Promise Field Service Scheduling & Dispatch Dispatch Finance AP / AR / GL Billing / Invoicing Internal Network* Partner Network Dropship Network Mobile Store Kiosk Validate and Submit Order Manage Order Order Status Inquiry Modify Order Cancel Order Return Order Renew Order
  41. 41. • Optimally source and orchestrate orders, and streamline and expedite fulfillment • Quickly introduce new products, promotions & pricing to achieve Align Processes Behind Your Success 41 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. promotions & pricing to achieve operational excellence • Optimize and manage pricing to achieve higher margins
  42. 42. "Oracle Siebel Order Management provides us with perfect support for our new delivery business without having to massively adapt the existing heterogeneous environment. Considering that we deployed it in more than 30 countries worldwide, one of the major highlights, from the IT perspective, is that we can directly upgrade to new versions.” Sven Prüssing Senior Department Manager of CRM, METRO SYSTEMS Gmb 42 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Senior Department Manager of CRM, METRO SYSTEMS Gmb “Metro Systems rolled out this solution quickly and successfully across 23 countries in 2 years”
  43. 43. RESOURCE OPTIMIZATION 43 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. RESOURCE OPTIMIZATION
  44. 44. 44 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. “In 2010, the percentage of reps meeting or beating quota hit the second lowest level this century at 51%. The lowest was 49% following the dot.com implosion...” Source: CSO Insights 2011
  45. 45. • Improve sales performance with more efficient territories, quotas and incentive compensation plans • Align quotas and territories with company objectives to create Align Resources Behind Your Success 45 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. company objectives to create better sales plans • Optimize coverage in territories and make reps more efficient
  46. 46. • Align incentives to sales goals and track payments to increase motivation • Create and monitor incentive Align Resources Behind Your Success 46 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Create and monitor incentive plans, payments, and adjustments
  47. 47. COLLABORATION 47 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. COLLABORATION
  48. 48. 48 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. “Firms employing collaboration outpace their non-collaborating peers at the high-end of this scale by 2:1 in both initial meetings leading to a presentation and proposals leading to a sale...” Source: CSO Insights, 2011
  49. 49. Align People Behind Your Success 49 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  50. 50. Align People Behind Your Success • Empower users with a single, unified view of real-time business activity & changes • Stream relevant insights and subject matter expertise 50 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. subject matter expertise • Collaborate with your network to gain quick visibility into activities with real time, actionable updates
  51. 51. 1. Gain confidence in your team’s forecasts 2. Provide coaching when it really matters 3. Build a stronger pipeline of real opportunities Keys to Improving Sales Performance 51 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. 3. Build a stronger pipeline of real opportunities 4. Align process, resources & people behind your success
  52. 52. KEVIN RAYBON Former GM, Sales Operations, NEC Founder, CRMtrifuge.com 52 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  53. 53. PROFILE • NEC Corporation of America is a $1B technology company • Sells telecommunications, network and high performance computing platforms and NEC Increases Sales Efficiency and Effectiveness 53 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. high performance computing platforms and services through a network of dealers and direct key account teams • NEC global revenue $45B • NEC America revenue > $1B Results - NEC saved 200 hours monthly in reporting tasks
  54. 54. Best Practices for Successful CRM Implementation • Start Small, Think Big, Scale Quickly • Build a Roadmap & Know Where You are Starting • Demonstrate Executive Leadership Support Early and Often 54 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. • Focus on Process Over Product • Don’t Underestimate the Organizational Change Required
  55. 55. PARTHA SRINIVASA Group CTO & Global CIO, Group IT Shared Services, Zurich Financial Services 55 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. ORACLE PRODUCT LOGO
  56. 56. PROFILE • Farmers Insurance Group operating under its parent company Zurich Financial Services, is the third-largest provider of personal lines automobile and homeowners Zurich Gains Increased Visibility Into Sales Pipeline 56 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. personal lines automobile and homeowners insurance in US. • Farmers operates in 50 states and DC, serving over 15 million customers • Zurich annual revenue $70 billion • Farmers annual revenue $20 billion Results - Zurich increased agency business by 20% with Oracle
  57. 57. Program Functional Scope – My Field Point 57 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
  58. 58. Key Takeaways $ 58 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. M1 M2 M3
  59. 59. The Key is Better Sales Performance x = 59 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Existing Resources Existing Resources x Increased Revenue =Sales Performance
  60. 60. Stay Connected… Read blogs.oracle.com/CRM Watch youtube.com/OracleCRM Follow twitter.com/OracleCRM 61 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Join facebook.com/OracleCRM Learn oracle.com/CRM Use and Follow #OOW11CRM for LIVE UPDATES during the conference
  61. 61. Q&A 62 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Q&A
  62. 62. 63 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

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