CRM@Oracle - Customer 360

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The CRM@Oracle series highlights Oracle's internal implementation of Oracle CRM products such as Siebel CRM, Oracle CRM On Demand and Oracle Mobile Sales Assistant. This presentation discusses how Oracle sales reps have a complete view of their customer information within Siebel CRM.

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CRM@Oracle - Customer 360

  1. 1. CRM@Oracle – Customer 360 <br />Deepak Gupta Eve Milrod Halwani Sirish Bindal<br />Vice President Senior Director Director<br />CRM Systems Sales Systems CRM Analytics<br />
  2. 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.<br />
  3. 3. Oracle Corporation<br />Solutions Offerings<br /><ul><li>Oracle Database
  4. 4. Oracle Fusion Middleware
  5. 5. Oracle Applications
  6. 6. Oracle Services</li></ul>Information Technology<br /><ul><li>Four major IT Functions </li></ul>Applications<br />Development <br />Traditional <br />On Demand<br />About Oracle<br /><ul><li>US$23.3 billion in revenue for fiscal year 2009
  7. 7. More than 345,000 customers worldwide
  8. 8. More than 21,000 partners
  9. 9. 85,000 employees, including:
  10. 10. 30,000 sales & marketing
  11. 11. 7,500 support</li></li></ul><li>Global CRM Single Instance<br /><ul><li>47MMarketing Responses
  12. 12. 17M Sales Activities
  13. 13. 18M Marketplace Accounts
  14. 14. 1.5M Accounts
  15. 15. 18M Contacts
  16. 16. 24M Prospects</li></ul>Partner Portal145 Countries<br />10 Languages<br />30,000 Internal users<br />85,000Territory Lookup users<br />200,000 Partner users<br />
  17. 17. Global CRM Implementation<br />Optimizing Our Go-To-Market<br />Objective<br /><ul><li>Global, consistent, streamlined, and scalable campaign to opportunity to quote processes</li></ul>Approach<br /><ul><li>Go Native – Go Fast
  18. 18. Consolidation/Centralization
  19. 19. Start Clean, Stay Clean
  20. 20. Standards based Integration
  21. 21. Drive value with BI</li></ul>Engagement<br />Integration<br />Analytics<br />
  22. 22. Global CRM Single Instance Ecosystem<br />Implementation planned<br />
  23. 23. CRM@Oracle – Customer 360 <br />Deepak Gupta Eve Milrod Halwani Sirish Bindal<br />Vice President Senior Director Director<br />CRM Systems Sales Systems CRM Analytics<br />
  24. 24. <Insert Picture Here><br />Sales Business Cycle<br />
  25. 25. Sales Business Cycle<br />Siebel Mktg/Call Center<br />Sales Campaigns<br />Marketing and Sales Campaigns<br />Global Executive Campaigns<br />Lead Development<br />Territory Assignment<br />Siebel Sales/Call Center<br />Opportunity Conversion<br />Opportunity Prosecution<br />Qualify<br />Convert<br />Mature<br />“System of Record”<br />CRM Analytics (OBIA)Performance<br />In-Line and Analysis<br />Forecast Judgment <br />Sales Effectiveness<br />Siebel Sales/Call CenterForecast<br />Prime and Co-Prime (Shadow) <br />Rep and Manager Judgment<br />“System of Record”<br />
  26. 26. CRM@Oracle – Customer 360 <br />Deepak Gupta Eve Milrod Halwani Sirish Bindal<br />Vice President Senior Director Director<br />CRM Systems Sales Systems CRM Analytics<br />
  27. 27. <Insert Picture Here><br />Customer 360<br />
  28. 28. Customer 360 in GCMWindow into Consolidated Information in “My” Territory <br />Installed Base <br />Customer<br />Insight<br />Account<br />Research<br />Target Prospects<br />
  29. 29. Customer Intelligence & ProspectingAll in One Place in GCM<br />Customer Insight <br />(CRM, ERP, Support)<br /> Whitespace<br />Solution<br />Landscape<br />Marketing<br />Intelligence<br /> Upsell<br />Self Service Sales Campaigns<br />
  30. 30. Value Proposition<br />Target Audience<br />Sales Reps and Sales Managers<br />Benefits<br />Consolidates information in one place in GCM<br />Present one-face to the Customer<br />Blends Oracle interactions and third party data<br />Secured by “My Territory” <br />How it Works<br />Embedded Analytics within GCM <br />Extensible platform to continue expanding information sources <br />
  31. 31. Customer<br />360<br />Data ConsolidationUsing Embedded Analytics<br />Marketing<br />Sales<br />Support<br />Finance<br />
  32. 32. Self Service Sales CampaignsCreated by a Sales Rep to Target Customers in their Own Territory <br />
  33. 33. CRM@Oracle – Customer 360 <br />Deepak Gupta Eve Milrod Halwani Sirish Bindal<br />Vice President Senior Director Director<br />CRM Systems Sales Systems CRM Analytics<br />
  34. 34. Consistent & Familiar Siebel UIIn GCM being used by Sales Reps for Opportunity/Forecast<br />
  35. 35. Solution Landscape<br />
  36. 36. Sales & Installed Products InsightBlending CRM, ERP & Support Information<br />
  37. 37. For More Information<br />search.oracle.com<br />CRM Analytics<br />or<br />sales.oracle.com<br />

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