The CRM at Oracle series highlights Oracle's internal implementation of Oracle CRM products such as Siebel CRM and Oracle CRM On Demand. This presentation discusses how Oracle leverages Siebel Email Marketing to manage, send and track email communications.

1. CRM at Oracle – Email Marketing Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan Vice President Senior Director Senior Manager, GPO IT Principal Consultant 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 – Email Marketing Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan Vice President Senior Director Senior Manager, GPO IT Principal Consultant 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 – Email Marketing Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan Vice President Senior Director Senior Manager, GPO IT Principal Consultant CRM Systems Marketing Systems Marketing Operations Marketing Systems

32. <Insert Picture Here> Email Marketing

34. Ability to fully support double byte characters – From Name & Email Creative

35. Ability to execute recurring and/or triggered email communications

36. Increased the effectiveness of our email list management process and email preference/consent management

37. Out of the box support for tracking email opens and click-throughs

38. Efficient review & disposition of replies

39. Legacy email systems were custom, point solutions

40. No integration with Siebel Analytics & Segmentation modules

41. Minimal integration with Siebel Marketing

42. Legacy email systems were running on antiquated hardware and software platforms making system administration resource intense

43. Email list processes not well integrated

44. Limited ability to execute multi-tier event driven campaigns

45. Scalable, high volume delivery engine on standard secure platform

46. Response tracking fully integrated

47. Real time visibility into Email Marketing Campaign KPI’s

48. Automated bounce handling

49. Personalized and Conditional content

50. Integrated with other Siebel modules

51. Lower support costs

53. <Insert Picture Here> Email Marketing

54. Siebel Email Marketing Global CRM Data Warehouse Integrated Business Intelligence Email Marketing Server Sun Solaris Outbound MTA Mail Transfer Agent ESD Email Send Daemon Outbound Email Internet BHD Bounce Handler Daemon Inbound MTA Bounces CTD Click Through Daemon Unsubscribes, Opens and Related URLs