Great Internal Oracle Presentation featuring Buzzient for Social CRM

1. Safe Harbor Statement
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.

2. Why Social Media?
• Social Media is your customers
• Social Media is your business
• Social Media is growing

3. Why is Social Media Important?
It’s where your customers are:
• 75% of the global internet audience is engaged on
social networks
• 22% of all time online is spent using social media

4. Blogs and Forums
• Not growing like Facebook or Twitter
• Strong silos of specialist expertise
• Highly influential
• Good sources of community self service (forums)
• Important specialist sites for enthusiasts

5. What does Social Media mean to
Business?
• 84% of Global 100 companies participate on Social
Media
• 81% of all companies don’t have a clear social media
strategy
• Companies know they need to be involved, but are
unsure how

6. Business Problem
Social media have changed customer expectations and
interactions with businesses:
• Customers are increasingly trusting the information provided
by other customers on social media and are relying less on
vendor sponsored channels
• Customers are participating in conversations about businesses
with or without the vendor
• A mishap with one customer on social media can turn into a
public failure
• Improper or lack of engagement by businesses can result in
long lasting damage to their reputation

7. How Social Media is Used for Business
Today
• Brand Management
• What are people saying about you and your competition?
• Identify and understand trends
• Marketing
• Identify and understand the best prospects
• Smaller customers who are very social may bring you the
biggest profits
• Service
• Pro-actively assist with problems
• Encourage customers to help each other

8. Upcoming Areas for Social Media
• Ideas
• Let your customers tell you what they really want
• Join in conversations with them about new product ideas
• Job Recruiting
• Find the largest and most qualified group of candidates
• Engage using their preferred channels
• Sales
• Identify quality sales leads

9. Social Media Strategy
• Listen
• Seek to understand what interests your customers
• Uncover issues, identify leads
• Engage
• Join the conversation
• Respond to customers via their selected channel for communication
• Capture
• Treat social media as another channel in CRM, not a silo
• Extend CRM with information from social media posts, profiles and
relationships
• Learn
• Make better decisions by acting on more complete information about
your customers
• Spot trends, detect sentiment, identify influence

10. What does it mean to CRM?
CRM has always been about the Customer…
Past Present
Company Company
Company and Customer Company and Customer +
Customer and Customer
... NOW:
• Customers no longer need to go to vendors
• More conversations lead to more data and noise

11. Social Media – New Supported Channel in CRM
Sales Rep Call Center Store Online Mobile Social
• Deliver consistent Customer experience across channels
• Gain complete view of the Customer
• Enable intelligent and personalized interactions

12. Value of Combining Social Media with
CRM
• Re-use existing business processes
• Combine social and transactional data to get
complete view of customer
• Enterprise framework

13. What’s Oracle Doing with Social Media?
• Partner integrations for Oracle CRM
• Rapid solution to immediate needs
• Oracle Social Media Manager
• Richer solution to longer term requirements

14. Listening Platform Partners Integrations
• Benefits
• Provide new channel for Social Media
through integration with third party
listening platform partners
• Enable Social Media posts to be brought
into CRM
• Allow CRM users to engage customers
using Social Media
• Track social media interactions in CRM
• Extend the Customer profile in CRM to
include Social Media information

15. Partner Integration
Listening Platform Oracle CRM
• Monitors social media • Create actionable items
• Identifies relevant posts • SRs, Solutions, Leads
• Provides analysis • Track responses
dashboards • Hold complete customer
profile

16. Listening Platform Integrations
• Oracle Siebel CRM Social
Media Integration:
• Provides web services
Listening Platform partners
can call to create CRM
objects, such as Service
Requests, Leads, Contacts
and Activities.
• Leverages Siebel Workflow
to allow for on-site
customization.
• Embeds Listening Platform
UI within Siebel to monitor
posts and engage
customers.

17. Buzzient Enterprise™
Posts about
Buzzient harvests problems, issues,
content according sales interest,
to you customer’s And more… product opinion,
brands/products feedback, etc.
Buzzient stores and
analyzes the related Social Media Analytics
social media and Integration Platform
Buzzient web app Buzzient
visualizes analytics transparently
Oracle CRM integrates into
and content Buzzient Analytics
Oracle CRM
©2010 Buzzient, Inc

18. Oracle Social Media Manager Roadmap
Oracle's development plans are subject to change at any time
Access, interpret, and act on social media data within CRM
• Brings social media posts and people
into CRM
• Makes social media information
actionable within CRM
• Enables CRM users to interact with
social media
• Applies semantic analysis to
understand content
• Provides customer insight through
social web analysis
• Identifies who to listen to and interact
with based on their influence
• Uses sentiment analysis to understand
brand perception
• Recognise trends around your brands
or product

19. Social Media Manager Additional Roadmap
Uses Oracle's development plans are subject to change at any time
• Trend Inflection
• Identify changes in underlying trends
• Knowledge Management
• Crowd-sourced solutions
• Influencer Marketing
• Marketing targeted to key influencers
• Hot Spots
• Find out where your audience are
• Leads and References
• Select potential referees with high influence

20. Social is Redefining Customer Lifetime Value
Influence is a Critical Component
Purchased €10,000 Purchased €1,000
Influenced €0,000 Influenced €100,000
Overall €10,000 Overall €101,000
Can you determine
the value of
Influence?