This document outlines Oracle's CRM segmentation capabilities and provides details about its global CRM implementation. It describes Oracle's CRM systems, key functions, and a single global CRM instance with over 1.8 million accounts and 300,000 partner users. The document also discusses Oracle's marketing business cycle and how segmentation allows for more targeted campaigns and list generation through an integrated system compared to legacy methods.

1. CRM at Oracle – Segmentation Deepak Gupta Roger Rich Meenu Sabhlok Michele Gray Vice President Senior Director Senior Manager IT Senior Project Manager CRM Systems Marketing Systems Marketing Operations Marketing Systems

2. 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 decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

4. Oracle Fusion Middleware

5. Oracle Applications

6. Oracle Services

7. Oracle Servers

8. Oracle Storage

9. Oracle Operating System

11. More than 370,000 customers worldwide

12. More than 20,000 partners

13. 105,000 employees, including:

14. 35,000 sales & marketing

16. 20M Contacts

17. 20M Prospects

18. 72MMarketing Responses

19. 24MSales Activities

20. 18M Marketplace AccountsPartner Portal145 Countries 10 Languages 35,000 Internal users 105,000Territory Lookup users 300,000Partner users

22. Go Fast – 1 year to rollout

23. Consolidation/Centralization

24. Start Clean, Stay Clean

25. Standards based Integration

26. Drive value with BIEngagement Integration Analytics

27. Global CRM Single Instance Ecosystem Implementation planned

28. CRM at Oracle – Segmentation Deepak Gupta Roger Rich Meenu Sabhlok Michele Gray Vice President Senior Director Senior Manager IT Senior Project Manager CRM Systems Marketing Systems Marketing Operations Marketing Systems

29. <Insert Picture Here> Marketing Business Cycle

30. Marketing Business Cycle Siebel MRM Planning and Budgeting Define Marketing Initiatives Create Funds & Allocate Budget Request & Approve Budget Create Plans & Programs Campaigns/Os/Ts eMarketing Apps Marketing Execution Landing Pad Event Registration Software Download CRM Analytics (OBIA)Closed Loop Reporting Measure Marketing ROI Track Budget to Actual Fact-based Planning Siebel Marketing List and Segmentation Target Audience Build/Load Segments Launch Campaigns Email Marketing OCH & Siebel Marketing Response Management Response Capture Qualification Assignment Lead Creation Siebel Call Center Opportunity Management Opportunity Conversion Opportunity Progression

31. CRM at Oracle – Segmentation Deepak Gupta Roger Rich Meenu Sabhlok Michele Gray Vice President Senior Director Senior Manager IT Senior Project Manager CRM Systems Marketing Systems Marketing Operations Marketing Systems

32. <Insert Picture Here> Segmentation

34. Allows rules on inferred consent, contact frequency and Do Not Call to be easily applied

35. Allows suppressions based on the above rules to be consistently enforced using base segments

36. Increase response to lead to opportunity conversion rates

37. Increase cross-sell and up-sell

38. Standard processes for all channels and region lists/ segments

39. Legacy contact database with no integrations

40. List generation using SQL which could get complex for certain target segments

41. Possibility of human error with SQL “where” clauses

42. Email execution process not integrated

43. Not a complete source of all customer data

44. Administration very resource intensive

45. Multi-stage campaigns enabled to achieve better response rate

46. Integrated email execution prevents over targeting and consequently less opt outs

47. All customer data available to segment

48. Lead generation through segmentation

49. Highly Interactive Interface

50. “Waterfall” style display of counts

52. <Insert Picture Here> Segmentation

55. Architecture