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The Next Frontier in CRM Analytics

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The explosion of digital channels has led to a never-ending growth of consumer-driven content. The increased sharing of content, such as peer-to-peer product and service reviews, is fueling an environment of accelerated competition. Outpacing the competition now requires having a data-driven customer strategy more than ever before. Is your business one of the 93% that is losing revenue from not optimizing your data? Find out how you can win through analytics:

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The Next Frontier in CRM Analytics

  1. 1. The Next Frontier in CRMAnalytics OracleTransactional Business Intelligence Enterprise for CRM Cloud Service Copyright © 2014 Oracle Corporation. All Rights Reserved. BUSINESS ANALYTICS
  2. 2. Highlights More Features More Value Gain 360º Insights Shape Outcomes Accelerate Agility Introduction Get Started 2 The explosion of digital channels has led to a never-ending growth of consumer-driven content. The increased sharing of content, such as peer-to-peer product and service reviews, is fueling an environment of accelerated competition. Outpacing the competition now requires having a data-driven customer strategy more than ever before. However, according to our research, six out of ten companies have more data than they can use effectively, yet most executives claim that they are not getting the information they need to make important decisions—with 93% of them losing revenue as a result. Winning Through Analytics An independent research by CSO Insights shows that when companies arm their managers with advanced and predictive analytics, they experience 15% higher close rates of forecast opportunities, 20% more reps meeting or exceeding quota, and 34% lower sales reps turnover. How can you achieve similar business results? OracleTransactional Business Intelligence Enterprise for CRM Cloud Service has been built from the ground up to help business leaders answer the tough questions they face every day, questions that require cross-source analyses, advanced trending and predictive capabilities Introduction spanning sales, marketing, customer service, and other business functions. It provides leading- edge tools to help leaders proactively drive a successful customer-centric business strategy that incorporates the complete customer lifecycle. Executives losing revenue claiming they are not getting the right information to make the right decisions 93% Managers with advanced Analytics experience more reps meeting or exceeding quota 20% Introduction
  3. 3. Highlights More Features More Value Gain 360º Insights Shape Outcomes Accelerate Agility Introduction Get Started 3 MoreValue While Oracle Sales Cloud Analytics (OTBI Standard) is designed for line workers and their managers to support daily operations, OTBI Enterprise for CRM delivers advanced and predictive analytics designed to address the tough problems and answer the challenging questions facing sales leadership.The combined solution of OTBI Standard and OTBI Enterprise delivers more rapid answers to hundreds of business questions through the most secure, integrated, and complete spectrum of analytics capabilities – all via the simplicity of the cloud – on any device. OTBI and OTBI Enterprise together cover the Full Spectrum OTBIEnterpriseOTBIStandard CRMInformationMaturity Transactional Increasing Business Value Strategic What is happening? Why is it happening? Can we change what’s happening? What might happen? Transactional Data & Basic Analyses Consolidated Reporting Advanced Analysis Cross-Process and Functional Analysis Predictive Analysis • Simple list reports • Single source of data • Basic Pipeline, Forecast and Opportunity Reports • Basic Trending • Fixed hierarchy reporting • Ad-hoc analyses • Process-specific analyses • Advanced historical trending • Comparative analyses • What changed and Why analyses • Rolling averages • Scorecards • As Is vs. As Was • Optimized for large data volumes and high performance • Integrated Analytics • Multiple sources of data • Multiple heirarchies • Advanced cause and effect analyses • Exploratory analyses • Predictive Analysis • Scoring • Regression Analyses • A/B test analyses • Risk identification and Analysis • What-if scenario analysis More Value
  4. 4. Highlights More Features More Value Gain 360º Insights Shape Outcomes Accelerate Agility Introduction Get Started 4 Gain 360ºBusiness Insights Too often senior business executives are playing catch-up or making decisions based on “gut feel” because of disjointed customer interactions and data silos. In the recent Oracle- and Intel–sponsored study byThe Economist Intelligence Unit, 76% of C-level executives assert that they need cross-department input to derive insights from data. OTBI Enterprise for CRM Cloud Service breaks down information silos and delivers a unified, cloud-based analytic foundation with built-in role-based cross-source metrics to drive better decision making and leadership alignment at all levels. Chief Revenue Officer Use OTBI Enterprise for CRM Cloud Service to: • Develop revenue generation strategies based on current, historical, and predictive insights to achieve targeted growth. • Set and proactively meet sales forecasts with broad, deep cross-functional insights into success drivers. • Identify and mitigate revenue achievement risk with holistic forward-looking insights. Service Executives Use OTBI Enterprise for CRM Cloud Service to: • Ensure a consistent, high- quality customer experience across all touch points. • Identify where risk exists in securing business renewals or closing new opportunities. Strategize cross-functionally to mitigate that risk and close deals. • Ensure customer loyalty and CSAT. Operation Analyst Use OTBI Enterprise for CRM Cloud Service to: • Support strategic planning, forecasting, problem solving. • Monitor key metrics across sales, marketing, service and customer experience, and other cross-functional activities. • Monitor/optimize cost and efficiency of CRM programs. Gain 360º Insights
  5. 5. Highlights More Features More Value Gain 360º Insights Shape Outcomes Accelerate Agility Introduction Get Started 5 Shape Future Outcomes Oracle RightNow’s annual “Customer Experience (CX) Impact Report” found that 86% of U.S. adults say they will pay more for a better customer experience, and 89% who stopped doing business with an organization due a poor customer experience began doing business with a competitor.The ability to predict and respond to changing customer behavior, forecast performance, reduce risk and uncertainty is a must-have for delivering a superior customer experience.Why? Because the impact on performance is clear. In a six-year study, customer experience leaders outperform laggards by 77%. Be One Step Ahead OTBI Enterprise for CRM Cloud Service delivers ready-to-use advanced analytics for historical, trending, and predictive analysis as well as data enrichment across sales and other functional areas. It enables forward looking decision making along the CX workflow processes, such as: • Forecast Risk: Gain insight into forecasts at risk of not meeting projections, the underlying factors why, and what can be done to reverse that risk. • Opportunity Risk: Combine sales, service and other organizational data to project which opportunities may be at risk of not progressing as expected, which of those to focus remediation activities on, and what remediation activities to pursue to close the opportunity. • Book-of-Business Risk: Assess account renewal risk based on historical, current, and future outlooks, understand driving factors, and proactively engage to maximize customer lifetime value. Shape Outcomes
  6. 6. Highlights More Features More Value Gain 360º Insights Shape Outcomes Accelerate Agility Introduction Get Started 6 Accelerate Business Agility Many business leaders are embracing packaged analytics to start solving business problems right away. Sales and customer service executives are no exception. Predefined content allows them to spend less time preparing data and creating metrics, and more time strategizing and analyzing information across the business. OTBI Enterprise for CRM Cloud Service enables business executives to get a more precise understanding of their customers, increase engagement, and predict and ensure sales success. Faster Time to Value Use OTBI Enterprise for CRM Cloud Service to quickly find answers to tough questions such as: • Are we on track to meet revenue, product, and customer service targets? • How does current performance compare to prior periods, and why? • How is performance trending, and what is driving these trends? • How can we use this knowledge to improve the business? • How can we move these trends in the right direction? • How can we overcome known risks to meet revenue and service goals? Accelerate Agility
  7. 7. Highlights More Features More Value Gain 360º Insights Shape Outcomes Accelerate Agility Introduction Get Started 7 Delivered in the Oracle Cloud and designed specifically for business sales executives, senior management, their executive peers, and analysts who use Oracle CX Cloud Services to drive sales performance, OTBI Enterprise for CRM Cloud Service delivers everything they need to gain 360º business insights, shape future outcomes, and accelerate business agility. Key features include: • Executive Dashboards - Understand global sales performance and perform better risk profiling to achieve forecasted goals • In-ContextAnalytics - Gain instant insight into key challenges and then strategically impact sales and service management • Cross-SourceAnalytics - Generate a unified view of sales performance from across multiple business systems • Advanced and PredictiveAnalytics - Get historical, comparative, and predictive views that provide snapshots in time, data enrichment, and event interpretation • PipelineAnalytics - Gain complete visibility into pipeline performance • ForecastAnalytics - Increase robust product performance and revenue forecasting • AccountAnalytics - Gain deeper insight into key customer profiles • Service RequestAnalytics - Gain insight into service request incident and activity trends Highlights Highlights
  8. 8. Highlights More Features More Value Gain 360º Insights Shape Outcomes Accelerate Agility Introduction Get Started 8 • FastTime-to-Value - Dashboards and analytics immediately deliver strategic insights • Easy-to-Use - Reduces training costs and increases user productivity with a single Oracle business analytics user experience • Easy Integration - Combine Oracle CX Cloud data with Oracle E-Business Suite, PeopleSoft, and third-party external data sources for broader, enterprise-wide insight and analyses across functional areas • AvailableAnywhere - Available on theWeb, tablets, and smartphones. • Oracle Cloud - Achieve cost, efficiency, and time-to-value benefits with cloud solutions completely managed, upgraded and maintained by Oracle More Features More Features
  9. 9. Highlights More Features More Value Gain 360º Insights Shape Outcomes Accelerate Agility Introduction Get Started 9 Oracle has supplied the world’s top companies with customer relationship management solutions for decades and with this unparalleled experience, Oracle continues to modernize customer relationship manage- ment with a full set of Oracle Customer Relationship Man- agement analytics. Get Started! For more information visit cloud.oracle.com or call +1.800.633.0738 to speak to an Oracle representative. Oracle has supplied the world’s top companies with customer relationship management solutions for decades and with this unparalleled experience, Oracle continues to modernize customer relationship management with a full set of Oracle Customer Relationship Management analytics. Get Started
  10. 10. More Features 10 Copyright © 2014 Oracle and/or its affiliates. Oracle is a registered trademark of Oracle and/or its affiliates. All rights reserved. Other names may be registered trademarks of their respective owners. Oracle disclaims any warranties or representations as to the accuracy or completeness of this recording, demonstration, and/or written materials (the “Materials”). The Materials are provided “as is” without any warranty of any kind, either express or implied, including without limitation warranties or merchantability, fitness for a particular purpose, and non-infringement. Follow us at: Twitter.com/oracleanalytics Facebook.com/OracleBusinessAnalytics Safe Harbor 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, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. Oracle Cloud onTwitter Oracle Cloud onYouTubeOracle Cloud on Facebook Final_v12

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