Social collaboration-based sales and marketing technologies help companies understand and manage changing consumer demands. Learn how leading companies are incorporating collaborative sales and marketing solutions into their overall CRM strategy.

1. 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

8. Poll question #1 - Results

14. Poll question #2 - Results

15. 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

18. Poll question #3 - Results

19. Social Networks in the Workplace

21. Consumer Social Networks Influence the Enterprise

22. 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%

23. Employees are organized hierarchically…

24. But work through social networks

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

26. 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 .

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

29. Poll question #4 - Results

30. 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

31. Secure Connection to the Cloud Enabled by Google Secure Data Connector

32. 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

34. Poll question #5 - Results

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

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

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

39. 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.

40. 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]

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