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Oracle Social CRM Applications Strategy Overview And Roadmap


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Oracle Social CRM Applications Strategy Overview and Roadmap. Recorded at Oracle OpenWorld San Francisco 2008.

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Oracle Social CRM Applications Strategy Overview And Roadmap

  1. 1. Social CRM Applications Strategy Overview Mark Woolen, Vice President, Social CRM
  2. 2. Safe Harbor Statement 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 decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
  3. 3. Overall Market Dynamics <ul><li>Shift in Control over the Customer Relationship – from Vendor…to Customer…to Community </li></ul><ul><li>Shift in Apps purchasing from IT…to Business Mgt…to Business Users </li></ul><ul><li>Companies Leveraging Indirect Channels </li></ul><ul><li>SaaS expected to be 50% of the SFA market by 2010 (Gartner and AMR) </li></ul><ul><li>User-centric Applications that ENGAGE the User have Become a Necessity </li></ul><ul><ul><li>The Pervasiveness of Web 2.0 is Driving User Expectations </li></ul></ul><ul><ul><li>End Users Question the Value they Derive from Traditional SFA & PRM (e.g. “it’s all about process…not people”) </li></ul></ul><ul><ul><li>User Expect Ubiquitous Access –Outlook/Lotus/PIM and Mobile Solutions are Important </li></ul></ul>
  4. 4. A brief history of the Internet… yesterday Beginning of time Social Networks You are here We are here NOW
  5. 6. What’s the estimated cost of not engaging our employees? Source: 2007, Gallup survey $382,000,000,000.00 in the U.S. alone
  6. 7. Where Enterprise Applications Fall Short Populating and maintaining data Getting user acceptance Generating meaningful analytics Customizing CRM applications Measuring CRM project ROI Identifying sales-process problems Matching technology to process Effectively rolling out the application Evaluating CRM applications Obtaining executive support Managing CRM vendor relationship Getting adequate project funding other 52% 41% 35% 30% 28% 27% 20% 18% 10% 8% 6% 6% 4% Source: Harvard Business Review , July-August 2006; Annual sales survey of Chief Sales Officers.
  7. 8. Employees are organized hierarchically…
  8. 9. But work through social networks
  9. 10. Mashups Web 2.0 Apps Gadgets Office/Mobile
  10. 11. Web 2.0 Applications for the Enterprise Oracle Sales Library Oracle Deal Management Oracle Sales Campaigns Oracle Sales Prospector
  11. 12. Sales Prospector Fill the Funnel with High Quality Leads Customers & Customer Attributes Products We Sell Order History & Installed Base Oracle Prediction Model Leads Exported to Any CRM Predictions Delivered By Sales Prospector CRM On Demand CRM On Premise <ul><ul><li>What are other customers like mine buying? </li></ul></ul><ul><ul><li>What products do my customers need? </li></ul></ul><ul><ul><li>How much are they buying? </li></ul></ul><ul><ul><li>How long does it typically take to close a transaction? </li></ul></ul><ul><ul><li>Who are the customers I should be going after in my territory? </li></ul></ul><ul><ul><li>What are my biggest opportunities? </li></ul></ul><ul><ul><li>Who are the best references? </li></ul></ul>
  12. 13. Oracle Sales Campaigns Attract Qualified Opportunities <ul><li>Manage Contact Lists </li></ul><ul><li>Import from CRM or Other </li></ul><ul><li>Re-use existing lists </li></ul><ul><li>Find Campaigns in your network </li></ul><ul><li>Most Popular, Most Effective </li></ul><ul><li>Or Create Your Own: </li></ul><ul><li>Start from template or scratch </li></ul>Track Campaign Effectiveness Launch Follow-up Campaigns Analyze Results <ul><li>Benefits of Sales Campaigns… </li></ul><ul><li>Feed contacts from any CRM application or other list source. </li></ul><ul><li>Access to marketing supplied campaigns as well as peer-contributed content. </li></ul><ul><li>Leverages collective knowledge from your social network to identify the most useful campaigns </li></ul><ul><li>Allows categorization and improved organization of content </li></ul><ul><li>Improves efficiency and effectiveness by sharing and re-using campaigns that work </li></ul>
  13. 14. Oracle Sales Library Deliver World Class Presentations <ul><li>Benefits of Sales Library… </li></ul><ul><li>Quickly assemble powerful, relevant and compelling presentations </li></ul><ul><li>Allows categorization, rating and tagging for improved organization of content </li></ul><ul><li>Leverages collective knowledge from your social network to identify and reuse the most useful content </li></ul><ul><li>Improves efficiency and productivity by promoting the best content </li></ul><ul><li>Quickly generate presentations from multiple slide sources </li></ul><ul><li>Search for Presentations: </li></ul><ul><li>By Keywords </li></ul><ul><li>By Popularity </li></ul><ul><li>By Tags </li></ul>Upload and Share New Presentations <ul><li>Review Presentations </li></ul><ul><li>Rate </li></ul><ul><li>Add Tags </li></ul>
  14. 15. Oracle Deal Management Offer The Right Price on Every Deal <ul><li>Analyze Requested Price: </li></ul><ul><li>Against Price Score & Recommendation </li></ul><ul><li>To determine market exposure </li></ul><ul><li>Across similar deals </li></ul><ul><li>Price & profit Guidance: </li></ul><ul><li>Enforce pricing policies </li></ul><ul><li>Provide insight to deal profitability </li></ul><ul><li>What-if analysis to improve deal margin </li></ul><ul><li>Customer Price History: </li></ul><ul><li>Review price history and trends </li></ul><ul><li>Win/Loss analysis against price trend </li></ul><ul><li>Deal compliance analysis </li></ul><ul><li>Benefits of Deal Management… </li></ul><ul><li>Better Decisions at Deal Time </li></ul><ul><li>Improved Control Through Policy Visibility and Enforcement </li></ul><ul><li>Easy-to-use, Rapid Response </li></ul><ul><li>Pricing Strategies Moved Closer to the Field </li></ul><ul><li>Preserve value of products </li></ul><ul><li>Preempt price and margin erosion </li></ul>
  15. 16. How does it all fit together?? Start Lead Generation Lead 2 Opty Opty 2 Quote Quote 2 Close EBS CRM Sales Prospector Sales Campaigns Sales Library Historical Data, Company Info CRM CRM CRM Leads Opportunities Targeted Presentations Quotes Deal Mgt
  16. 17. Sales Productivity? The Average “engaged” selling time for territory sales reps? The Average time spent selling the “new product” ? 3% 22%
  17. 18. Social CRM delivers ROI <ul><li>55% of a sales VP's budget is devoted to &quot;enablement&quot; of their sales team* </li></ul><ul><li>A &quot;fully loaded&quot; field sales rep, averaged across industries, costs $500K* </li></ul><ul><li>>$250K is spent per rep per year on &quot;enablement&quot; resources and activities* </li></ul><ul><li>An additional $15k - $18k per field sales head is spent on demand generation* </li></ul>* Source: Alexander Group survey of 150 Fortune 500 companies, 35,000 sales reps Sales Prospector Pays for itself with only a 1% increase in Sales Rep Productivity
  18. 19. Social Networking Types
  19. 20. Oracle Social CRM Enterprise Network Governance CRM ERP Industry Internet Enterprise Grade SaaS Infrastructure Productivity Networks Customer Networks Shared Infrastructure Customer Connections Social Sales Social Service Social Marketing
  20. 21. Sales Spaces Leave Network Invite Someone Social CRM Applications 17 members All about the cool looking application for reps Leave Network Invite Someone Gadgets for Reps 27 members Cool tools for reps, easy to install and hot to sell Leave Network Invite Someone Fusion Edge Applications 19 members Find out what these applications are about and how they fit with Fusion Applications Leave Network Invite Someone APAC Web 2.0 12 members All about selling Web 2.0 and Social Applications in APAC Leave Network Invite Someone iPhone Enterprise Apps 8 members The latest materials on Oracle’s iPhone applications Profile Leave Network Invite Someone Manage Network Approvals Pending NY Application Sales 193 members All topics related to selling Oracle applications Manage Network Approvals Pending Fusion Middleware Sales 174 members Everything about selling FMW Leave Network Invite Someone Pharmaceutical Sales 154 members for people selling into the pharma market Leave Network Invite Someone Entertainment Network 135 members is a catalyst for creative people selling to the entertainment industry… Leave Network Invite Someone PeopleSoft 210 members Everything about PeopleSoft related products Leave Network Invite Someone E-Business Suite 324 members Group dedicated to discussing issues, sharing ideas and communicating about the Oracle E-Business… Wall Street Sales 174 members for people selling into the investment banking industry Leave Network Invite Someone Energy Sales 147 members Sales people engaged in the oil industry. Very useful sales tools Leave Network Invite Someone Newest Corp. Members Alicia Wu, Anthony Lye, Bob Taylor, Bruce Kilgore, Ching Lee, ChrisConway, Dan Crowley, Edward Abbo, Francisco Casas, Glenn Tang, Gustavo Davila, Harrison Mills, Humberto Parraguire, James Carson, Javier Tejeida, Joanne Brown, John Kim, Kevin Malik, Marcel Silva, Marcos Lombardi, MIchael Lee, Michael Starr, Nacho Penunuri, Richard Sands, Rob Knight, Robert Cannon, Siebel 204 members All topics related to CRM: sales, service and analytics
  21. 22. Profile Top Tags Newest Network Members Alicia Wu, Anthony Lye, Bob Taylor, Bruce Kilgore, Ching Lee, Chris Conway, Dan Crowley, Edward Abbo, Francisco Casas, Glenn Tang, Gustavo Davila, Harrison Mills, Humberto Parraguire, John Kim, Kevin Malik, Marcel Silva, Marcos Lombardi, MIchael Lee, Michael Starr, Richard Sands NY Application Sales 193 members All topics related to selling Oracle applications Top Bloggers Steven Chan Tim Dexter Chris Jones Justin Kestelyn Tom Kyte Post an Entry Latest Activities <ul><li>Alicia Wu closed a $2,500,000 deal with Tek International for Siebel 8.0, Oracle BIEE Plus, Oracle… </li></ul><ul><li>Sales Prospector has identified $5,000,000 in opportunities for John Kim </li></ul><ul><li>14,284 queries of Customers Like Me were executed in the last 7 days </li></ul><ul><li>Francisco Casas has composed & posted a video for Selling Social CRM Applications in Sales Library </li></ul><ul><li>Arnie Espos has run an “advocate” campaign for Siebel 7.7 Order Management customers </li></ul><ul><li>Tara Roberts has created a Sales Space for Selling Social CRM Applications </li></ul>Newest Sales Work Spaces Selling Social CRM Applications Selling Oracle Manufacturing Virtual Customer User Group for Siebel How to Improve Prospecting Customizing Video Presentations RFP for Wal*Mart Sales Spaces
  22. 23. Making it Enterprise Ready Web Services CRM HCM Financials Legacy SCM Mfg
  23. 24. Architecture of Social Platform … Remote EJB Web Services Web Services TCA Data Model Platform Services Security, Provisioning, Licensing, SaaS, Monitoring, Logging, Auditing Sales Prospector OC4J Instance Sales Campaigns OC4J Instance Sales Library OC4J Instance Social Services OC4J Instance (Networks, Groups, Profiles, Tags, Ratings, Reviews, Relationships) Apps, Specific UI Flex / ADF UI Platform SSO (OID/OAM) Batch Components TopLink SC SP SL Apps Common Customer Care OC4J Instance User Profiles OC4J Instance Platform Services TopLink Platform Services TopLink Platform Services TopLink Platform Services TopLink Platform Services TopLink
  24. 25. Oracle Gadgets Unleash Creativity <ul><li>Oracle Applications </li></ul><ul><li>Search </li></ul><ul><li>Google Finance </li></ul><ul><li>RSS </li></ul><ul><li>AJAX </li></ul>
  25. 26. Sales Applications for the Apple iPhone For the Mobile Professional Oracle Confidential: Not for Distribution Siebel CRM CRM On Demand Social CRM
  26. 27. Mashups Web 2.0 Apps Office/Mobile Device and Browser Independent Gadgets
  27. 28. CRM 2.0 Roadmap Sales Prospector V1 Contact iGoogle Account iGoogle Top Deals iGoogle Quota iGoogle Search iGoogle CY 2008 CY 2009 Sales Campaigns V1 Sales Library V1 Sales Prospector V2 Social Framework Mobile Sales Asst (RIM) for CRM OD Contact Flex/AIR Account Flex/AIR Top Deals Flex/AIR Quota Flex/AIR Search Flex/AIR Widget & Gadget Developer Community Sales Campaigns V2 Sales Library V2 Sales Prospector V3 SP Integration to SC 1 H 2 H 1 H 2 H Pricing Analytics MSA & Forecasting for iPhone Social Gadgets: Customer Gadget “ Whos-Like-Me” Gadget Deal Mgt OD V1 Sales Campaigns V3 Sales Library V3 Sales Prospector V4 OBIA Integration Publish Web Services APIs UI Themes Deal Mgt OD V2 Price Segmentation Add-on Price Analytics Services Deal Mgt OP Mobile Sales Asst for Siebel On Prem Social CRM Apps MSA & Gadgets Pricing & Deal Mgt
  28. 29. Oracle Complete CRM Structured Processes Oracle : Social CRM Applications Unstructured Processes ORACLE FUSION MIDDLEWARE Standards Based Oracle Application Integration Architecture Siebel CRM JDE CRM ORCL CRM PSFT CRM CRM OD