The DBriefs Consumer Business series presents: How Social Media-Based CRM Can Help Address Changing Consumer Demands Fabio Cipriani – Deloitte Consulting Brazil Michael Finneran – Deloitte Consulting LLP Mark Woollen – VP, Social CRM Products, Oracle Inc. September 17, 2009

Poll question #1 - Results

Poll question #2 - Results

Types of interactions in Social CRM Internal Social Tools Market Monitoring / Data Mining These interactions include the company performing Social CRM involved in at least one side of the communication flow. They are B2B, B2C, C2B and internal interactions These spontaneous interactions happen at the market side among customers (C2C), competitors and business partners Market-centered social interactions (outside-to-outside) Business-centered social interactions (inside-to-outside inside-to-inside) Customer-generated Social CRM Market reactions on brand or industry Existing Social Media Own Social Content Social Marketing Social Sales Social Service Customer Preferences Market Information Questions & complaints Customer-facing employee Socially-empowered employees

Poll question #3 - Results

Social Networks in the Workplace

Consumer Social Networks Influence the Enterprise

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 52% 41% 35% 30% 28% 27% 20% 18% 10% 6% 4% Source: Harvard Business Review , July-August 2006; Annual sales survey of Chief Sales Officers. Other 6% 8%

Employees are organized hierarchically…

But work through social networks

Delivering on User Productivity Disconnected CRM Disconnected CRM Personal CRM Productive CRM Portable CRM

Sales Productivity?* The Average “engaged” selling time for territory sales reps? The Average time spent selling the “new product” ? 3% 22% *Source: The Alexander Group, Inc .

Web 2.0 Applications for the Enterprise Sales Library Deal Management Sales Campaigns Sales Prospector

Poll question #4 - Results

Sales Engagement Increases Productivity EBS CRM Sales Prospector Sales Campaigns Sales Library Historical Data, Company Info CRM CRM CRM Leads Opportunities Targeted Presentations Quotes Deal Mgt Start Lead Generation Lead 2 Opty Opty 2 Quote Quote 2 Close Stages in the Typical Sales Process

Secure Connection to the Cloud Enabled by Google Secure Data Connector

Secure Connection to the Cloud Enabled by Google Secure Data Connector Google Apps Google Gadgets Google App Engine Corporate Firewall Secure Data Connector Secure Data Connector Oracle Applications

Poll question #5 - Results

Loyalty Application for iPhone: Alaska Airlines Copyright © 2009 Deloitte Development LLC. All rights reserved.

Oracle Listening Post “ Chaos” “ Comprehension” Twitter Blogs RSS Digg Voice SMS Moderator Email Analysis Categorisation Trends Relevance Sentiment Decisions

Questions & Answers Copyright © 2009 Deloitte Development LLC. All rights reserved.

Join us October 29 at 11 AM EDT as our Consumer Business series presents: Cyber Challenges and Data Breaches in the Consumer Environment Copyright © 2009 Deloitte Development LLC. All rights reserved.

Contact info Scott Rosenberger Principal, Deloitte Consulting LLP [email_address] Fabio Cipriani Customer & Market Strategy Manager, Deloitte Consulting Brazil [email_address] Michael Finneran Senior Manager, Deloitte Consulting LLP [email_address] Mark Woollen VP, Social CRM Products, Oracle Inc. [email_address]

This presentation contains general information only and is based on the experiences and research of Deloitte practitioners. Deloitte is not, by means of this presentation, rendering business, financial, investment, or other professional advice or services. This presentation is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte, its affiliates, and related entities shall not be responsible for any loss sustained by any person who relies on this presentation.

About Deloitte Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its member firms. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.