Epiphanymaster

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Epiphanymaster

  1. 1. E.PIPHANY, INC.
  2. 2. Presentation Agenda <ul><li>CRM </li></ul><ul><ul><li>In Theory and in Practice </li></ul></ul><ul><ul><ul><li>By Derek </li></ul></ul></ul><ul><li>CRM </li></ul><ul><ul><li>Industry Information & Major Players </li></ul></ul><ul><ul><ul><li>By Amy </li></ul></ul></ul><ul><li>E.piphany </li></ul><ul><ul><li>History, Business Model, Product Offerings </li></ul></ul><ul><ul><ul><li>By Michael </li></ul></ul></ul><ul><li>E.piphany Case Studies </li></ul><ul><ul><li>How E.piphany Adds Value </li></ul></ul><ul><ul><ul><li>By Agatha </li></ul></ul></ul><ul><li>Question & Answer Session </li></ul>
  3. 3. What is CRM ? <ul><li>History </li></ul><ul><li>Using Information as a Tool </li></ul><ul><li>Customer-centric </li></ul><ul><li>Goal is to Increase Lifetime Value of EACH Customer </li></ul>
  4. 4. About CRM <ul><li>Background </li></ul><ul><ul><li>Multi-billion dollar business </li></ul></ul><ul><ul><li>Average Data Warehouse project </li></ul></ul><ul><ul><ul><li>$1.9 million to implement (1997 figures from International Data Corp) </li></ul></ul></ul><ul><ul><li>CRM product sales are growing by 21% annual rate </li></ul></ul>
  5. 5. What CRM is NOT <ul><li>Is NOT strictly about the UPSELL </li></ul>
  6. 6. The Loyalty Effect – An offshoot of CRM software <ul><li>Reichheld – Bain Company 1996 </li></ul><ul><li>Avoid snapshot accounting </li></ul><ul><ul><li>Lower churn rate by investing in customer retention </li></ul></ul><ul><li>Rule of 7 </li></ul><ul><ul><li>10% advantage in customer retention = double growth in 7 years </li></ul></ul>
  7. 7. General Benefits of CRM <ul><li>Faster, more informed decision making </li></ul><ul><li>Improved accuracy </li></ul><ul><li>Improved customer service </li></ul><ul><li>Faster product to market realization </li></ul><ul><li>Migration from product to customer focus </li></ul>
  8. 8. Anticipated Results of CRM <ul><li>Solve critical business problems </li></ul><ul><li>Gain a competitive advantage </li></ul><ul><li>Average ROI of 401% </li></ul><ul><li>Payback period: 2.3 years </li></ul>
  9. 9. Integrating CRM <ul><li>Analyze and design for your supply chain </li></ul><ul><li>Implement an interconnected solution – from front to back office </li></ul><ul><li>Collect prospect and pre-sales info </li></ul><ul><li>Analyze customer preferences and purchasing patterns </li></ul><ul><li>Increase efficiencies </li></ul><ul><ul><li>Using CRM for post-sales customer interaction </li></ul></ul>
  10. 10. CRM Application Service Providers <ul><li>Benefits </li></ul><ul><ul><li>Data security & reliability </li></ul></ul><ul><ul><li>Rapid deployment </li></ul></ul><ul><ul><li>Reduced need for management </li></ul></ul><ul><li>Tradeoffs </li></ul><ul><ul><li>Lack of control </li></ul></ul><ul><ul><li>Network dependence </li></ul></ul><ul><ul><li>Lack of ownership </li></ul></ul>
  11. 11. CRM Industry Analysis <ul><li>2 Key Areas </li></ul><ul><ul><li>Salesperson-centric </li></ul></ul><ul><ul><ul><li>Call center applications </li></ul></ul></ul><ul><ul><ul><li>Marketing applications </li></ul></ul></ul><ul><ul><ul><li>Sales automation </li></ul></ul></ul><ul><ul><li>Customer-centric </li></ul></ul>
  12. 12. Top 10 CRM Vendors
  13. 13. Competitors
  14. 14. Siebel <ul><li>Leading provider of customer relationship software </li></ul><ul><ul><li>Automates sales & customer service operations </li></ul></ul><ul><li>Siebel 2000 eBusiness Applications Suite </li></ul><ul><li>Accessible through wireless </li></ul><ul><li>#3 in Fortune ’s fastest-growing companies </li></ul>
  15. 15. Siebel <ul><li>Services large enterprises </li></ul><ul><li>Specific industry solutions for eBusiness applications </li></ul><ul><ul><li>example: Siebel Apparel and Footwear </li></ul></ul><ul><li>Applications </li></ul>
  16. 16. Oracle <ul><li>World’s second-largest software company </li></ul><ul><li>Databases </li></ul><ul><li>Oracle 11i suite </li></ul><ul><li>Ranked #4 CRM vendor in 1998 </li></ul>
  17. 17. Broadbase <ul><li>Targeting e-businesses </li></ul><ul><li>Developing software to analyze companies’ relationships with suppliers </li></ul><ul><li>1-year sales growth - 364.4 % </li></ul>
  18. 18. Vignette <ul><li>New suite V/5 E-Business Platform </li></ul><ul><li>Founded in 1995 </li></ul><ul><li>Remains profitless </li></ul>
  19. 19. Exchange <ul><li>Now doing business as Xchange </li></ul><ul><li>Repackaged its original software as Xchange eCRM </li></ul><ul><li>Sells software directly and through agreements with IBM, Compaq, and Microstrategy </li></ul>
  20. 20. Pivotal <ul><li>Primarily for mid-sized and large companies </li></ul><ul><li>Software creates XML-based networks </li></ul><ul><li>Pivotal eRelationship 2000 suite </li></ul><ul><li>Features eIntelligence </li></ul><ul><ul><li>Customer-analysis technology licensed from Epiphany </li></ul></ul>
  21. 21. Enterprise CRM Vendor Shakeout <ul><li>Siebel partnered with IBM </li></ul><ul><li>Oracle partnered with Hewlett Packard </li></ul><ul><li>PeopleSoft acquired Vantive </li></ul><ul><li>Nortel acquired Clarify </li></ul><ul><li>SAP </li></ul>
  22. 22. Mid-Market Players <ul><li>Pivotal </li></ul><ul><li>SalesLogic </li></ul><ul><li>ONYX </li></ul>
  23. 23. Future Trends <ul><li>PRM - Partner Relationship Management </li></ul><ul><li>Mobile, wireless, and voice </li></ul><ul><li>Web - eCRM </li></ul><ul><li>ERM - Employee Relationship Management </li></ul>
  24. 24. The latest IDC report on CRM … issued in May 2000 predicts that organizations globally will invest $8.7 billion in CRM solutions by 2003.
  25. 25. The Company <ul><li>Overview & Business Model </li></ul><ul><li>History </li></ul><ul><li>Technology </li></ul><ul><li>Product </li></ul>
  26. 26. The Company <ul><li>Overview & Business Model </li></ul><ul><li>by Roger Siboni, President & CEO </li></ul>
  27. 27. The Company <ul><li>History </li></ul>E.piphany Founded 1996 E.4 System becomes available Announces IPO Opens International Office 1999 Launches Next Generation CRM Software, E.5 2000
  28. 28. The Company <ul><li>Technology </li></ul><ul><ul><li>Application software & professional services company </li></ul></ul><ul><ul><li>Runs on industry standard technologies </li></ul></ul><ul><ul><li>Products built on integrated platform for scalability </li></ul></ul>
  29. 29. The Company
  30. 30. The Company <ul><li>Product </li></ul><ul><ul><li>Organized into three platforms </li></ul></ul><ul><ul><ul><li>Analytic, personalization, interaction </li></ul></ul></ul><ul><ul><li>Organized to support three customer segments </li></ul></ul><ul><ul><ul><li>Campaign management, real personalization, service center </li></ul></ul></ul>
  31. 31. The Company
  32. 32. The Company <ul><li>E.4 Product Overview </li></ul>
  33. 43. Customers
  34. 44. Business Case Studies <ul><li>KPMG </li></ul><ul><ul><li>Professional Services </li></ul></ul><ul><li>Nissan </li></ul><ul><ul><li>Automotive </li></ul></ul><ul><li>Della.com </li></ul><ul><ul><li>E-commerce </li></ul></ul>
  35. 45. KPMG <ul><li>Background </li></ul><ul><ul><li>Building an Accounting Database </li></ul></ul><ul><li>Challenge </li></ul><ul><ul><li>Extracting and Using Data from Legacy Mainframes </li></ul></ul><ul><li>Solution </li></ul><ul><ul><li>The Fast, Powerful, and User Friendly E.piphany System </li></ul></ul><ul><li>Implementation </li></ul><ul><ul><li>Fast and Efficient Deployment </li></ul></ul><ul><li>Results </li></ul><ul><ul><li>Unlocking the Knowledge Store with E.piphany </li></ul></ul>
  36. 46. Nissan <ul><li>Background </li></ul><ul><ul><li>An Automotive Powerhouse </li></ul></ul><ul><li>Challenge </li></ul><ul><ul><li>To Bring Customers into Focus </li></ul></ul><ul><li>Solution </li></ul><ul><ul><li>A Comprehensive Customer View </li></ul></ul><ul><li>Implementation </li></ul><ul><ul><li>Focusing Customer Information </li></ul></ul><ul><li>Results </li></ul><ul><ul><li>The Power of Knowledge </li></ul></ul>
  37. 47. Della.com <ul><li>Background </li></ul><ul><ul><li>On Everyone’s Wish List </li></ul></ul><ul><li>Challenge </li></ul><ul><ul><li>A Highly Complex Business </li></ul></ul><ul><li>Solution </li></ul><ul><ul><li>Shorten the Decision Process </li></ul></ul><ul><li>Implementation </li></ul><ul><ul><li>Views from Every Angle </li></ul></ul><ul><li>Results </li></ul><ul><ul><li>We’ve Got the Power </li></ul></ul>
  38. 48. <ul><li>E.piphany </li></ul><ul><li>Q&A </li></ul>

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