The CX Webinar " Creating Meaningful Customer Experience with Unified CS Solution" was organized by CRMIT Solution in association with Oracle on December 3, 2013. This Webinar which had the major participation from US region was delivered by Duane Nelson, Customer Experience Strategist, Oracle. Typically, most business have silo systems stitched in whole or pieces. This webinar was to showcase a Unified Solution covering multi channel approach to extend a meaningful customer experience

1. www.crmit.com
1
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

2. Agenda & Housekeeping
 Introduction
 Market drivers, emerging best practices, Oracle CX solution
 Demonstration of CX business flow
 Wrap-up with Q&A
www.crmit.com
2
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

3. Who are we






Pioneers in SaaS based Customer Experience (CX) solutions and early
adopters of Oracle Cloud
1000+ man years of deployment, implementation & migration expertise
250+ successful CRM / CX deployments including custom development
and integration
200+ CRM training engagements globally
Supporting 200,000 users in 20+ countries
CRM++ applications for accelerated
deployments (3500+ user base)
www.crmit.com
3
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

4. Duane Nelson
CRM Strategist, Oracle
• 15 + years cross-vertical CRM experience in
Sales, Product Management and User
Experience roles
• Specialized in Customer Experience
Management, Solution Design, Integration,
Security and everything Cloud
David Morgridge
Principal Solution Consultant, Oracle
• 13 years with Oracle customer experience
www.crmit.com
4
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

5. Technology has changed how we interact …
As of September 2013, Facebook had
more than 1.15 Billion active users.
20% of all time spent online
is spent on social platforms.
(#1 online activity)
Of all uses for a mobile
phone, making a call only
ranks 5th.
Social Media is
5
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted
2nd.

6. “Customer experience is the sum of all
interactions a customer has with a supplier of
goods or services, over the duration of their
relationship with that supplier.”
What is Customer Experience?
6
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

7. The Customer Journey Has Become More Complex
Research
Web
Shop
Purchase
7
Call for Info about
Add-on Accessories
Change Order
Visit Retail Store
Pickup Local Store
Kiosk
Browse
Catalog
Web
Search
Select Product
Product Info
Email Order
Confirm w/Rec
Email
Social
Order Online
Chat
In-Store
Mobile
Use
Order Online
Comparison Site
Contact
Center
Catalog
Pickup
Ask Facebook Friends
For Recommendations
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Read Reviews
Confidential – Oracle Restricted
Tweet About
Purchase Experience
Ask for Help on
Community Chat Room

8. B2B Buying Complexity
Identify
Need
Research
Solutions
Find
Solutions
Evaluate
Try
Purchase
Loyalty
Define
Opportunity
Attend
Sales Event
Define
Use Cases
Issue
RFI/RFP
Pilot
Contract
Contract
Leverage
Warranty
Qualify
Benefits
Attend
Trade Show
Read
Support Webs
Get Product
Information
Pilot
Product
Receive
Product
Blog Positive
Experiences
Confirm
Feasibility
Read
Blog
Investigate
Case Studies
Assess
Partnership
Assess
Service
Engage
Service
Evolve to
Sponsor
Build
Business Case
Read Product
Reviews
Use
Social Media
Investigate
References
Investigate
Alternates
Impl. Emgmt
Model
Proactively
get service
Surf Web for
Collateral
Review RFP
Responses
Review
Contracts
Negotiate
Post-Hoc
Act as
Reference
Review Videos,
Webcasts
Assess ease
of Contracting
Compare
Terms, Pricing
Partner
Prospect
8
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

9. Customer Experience is Top of Mind
Primary CX business objective
26%
of consumers now post negative
comments to social sites after a bad
experience.
89%
of customers stop doing business
with an organization after one bad
experience.
69%
of employees are not actively
engaged in their jobs due to lack of
Cx knowledge, tools, processes.
86%
of customers will pay more for a
better experience.
88%
of employees believe they can
impact experience quality.
93% of C-level executives say improving their
customer’s experience is one of their top three priorities
in the next two years.
98% of C-level executives say they are in process
of developing a formal customer experience initiative.
.
9
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted
Source: Harris Interactive

10. Good CX and Revenues
Irrespective of metric used, the correlation is undeniable
10
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

11. Why Boards love Customer Experience
 CX Leaders Outperform!!
20% YoY
estimated revenue lost
when companies fail to
deliver on CX.
11
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

12. Deliver Experiences YOUR Customers Want
“Represent Me”
“Reward Me”
“Serve MY Needs”
“Minimize The Risk”
“Earn My Trust,”
“Know My History”
“Make It Easy”
“Be Relevant”
“Give Me More Value”
“Engage Me”
“Be Consistent”
“Be Transparent”
The Customer Lifecycle Journey
12
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

13. The CX chasm
Can impact revenue by up to 20%
89%
49%
but the truth is …
of customers have
switched already2
Executives believe 49% of
customers will switch
brands due to a poor
customer experience1
39%
80%
but the truth is …
of business execs say
they’re doing a Good to
Excellent job of delivering
a positive, relevant and
consistent experience to
their customers
13
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted
of companies earned
a CX index of Good or
Excellent from customers

14. Oracle CX connects every engagement your
customer has with your brand
 Leader in CRM Lead Management
In Store
 Leader in E-Commerce
Contact Center
Social
Field Service
Mobile
 Leader in Sales Force Automation
Direct Sales
 Leader in CRM Web Customer Service
 Leader in CRM for Large Organizations
Web
Oracle
Marketing
Oracle
Commerce
Oracle
Sales
Oracle
Service
Oracle
Social
Channel Sales
Foundational Tools
Oracle Cloud
Infrastructure and
Platform Services
14
Oracle Mobile, Portal
and Content Tools
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Oracle MDM, BI and
Decisioning Tools
Confidential – Oracle Restricted
Oracle Integration and
BPM/SOA Tools
 Leader in CRM Customer Service
Contact Centers
 Leader in CRM Suite for Customer
Service Solutions

15. Oracle Marketing
Contact and Lead
Management
Campaign
Management
Responsive marketing and
publishing across traditional and
emerging channels drives high
quality leads, revenue and
enduring customer relationships
15
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Marketing
Measurement
Loyalty
Management
Listen, analyze, engage and market
to prospects, customers, advocates
and detractors across social media
networks
Confidential – Oracle Restricted
Social
Marketing
Demonstrate ROI created through
marketing campaigns and programs
and their impact on customer
acquisition and retention

16. Oracle Commerce
Commerce
Platform
Experience
Management
Empower business users to
define, configure and deploy
commerce experiences across
all commerce channels
16
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Product Content
Management
Order
Management
Enterprise grade commerce
solutions ensure consumers
have 24x7x365 access to
commerce across all channels
Confidential – Oracle Restricted
Social
Commerce
Enable relevant commerce
experiences that meet the needs of
today’s knowledge driven, always
connected and empowered
customer

17. Oracle Sales
Sales Force
Automation
Territory and
Quota Mgmt.
Boost productivity to Do More
with easy-to-use applications that
leverage the combined
knowledge of your company and
are available where ever needed
17
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Incentive
Compensation
Sales
Forecasting
Empower executives and
managers to Know More and so
streamline operations, drive key
strategic decisions and increase
performance
Confidential – Oracle Restricted
Partner
Relationship
Mgmt.
Social
Selling
Allow your company to Grow More
with advanced territory and quota
management, incentive
compensation, and partner
relationship management,

18. Oracle Service
Web Customer
Service
Cross-Channel
Contact Center
Ensure each customer engagement
request is assigned, tracked, resolved
across all interaction channels and
leveraged in future engagements
18
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Knowledge
Management
Policy
Management
Rapidly define, configure and deliver
personal and relevant customer
service experiences across all
channels of interaction
Confidential – Oracle Restricted
Field
Service
Social Customer
Service
Leverage service engagements as an
opportunity to expand engagements
beyond the service request

19. Oracle Social
Social Networking
& Collaboration
Social Listening
& Engagement
A unified social solution providing
best-in-class networking, listening,
engagement and publishing that can
socially enable the enterprise.
19
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Social
Marketing
Social
Commerce
Set of prebuilt integrations for social
listening and engagement, social
marketing, social commerce, social
selling and social customer service.
Confidential – Oracle Restricted
Social
Selling
Social Customer
Service
Leverage Oracle Social to
empower your enterprise, enhance
your CX capabilities and grow your
business.

20. Oracle Significant Strategic Investment
Two Years And $7B Acquiring
Best In Class CX solutions
•ATG: Best in Class Selling Experiences
•Fatwire: Best in Class Marketing Experiences
•Inquira: Best in Class Support Experiences
•Endeca: Best in Class Search Experiences
•RightNow: Best in Class Service Experiences
•Vitrue: Best in Class Social Marketing
•Collective Intellect: Best In Class Social Listening
•Eloqua: Best in Class Multi-channel Marketing Platform
20
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

21. Best of Breed and Integrated Solutions
Available Integrations (partial list)
Oracle Sales and Oracle Service
Oracle Commerce (ATG and Endeca)
✔
Oracle Service and Oracle Social Engagement
and Monitoring
✔
Oracle Service and Oracle Policy Automation
✔
Oracle Service and Oracle Engagement Engine
✔
Siebel and Oracle Knowledge
✔
Oracle Sales and Oracle Social Marketing
✔
Oracle Sales and Oracle Social Network
Confidential – Oracle Restricted
✔
Oracle Service and Oracle Knowledge
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
✔
Oracle Commerce and OBIEE
21
✔
✔

22. Big Brand Customer CX Success Stories
22
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

23. Incredible Results
23
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

24. Reach us
Americas
EMEA
Australia & N Zealand
1525 McCarthy Blvd
Suite 1000,Milpitas, CA
95035
USA
9 Devonshire Square,
London EC2M 4YF
UK
Suite 19, 103 George Street
Parramatta, NSW 2150
Australia
+1 (408) 722 0634
+ 44 203 586 1248
+61 2 9186 2550
Japan
Malaysia
Rest of Asia
2-21-7-703 Kiba,
Koto- Ku,
Tokyo 135-0042,
Japan
B-5-8 Plaza Mont Kiara
Mont Kiara 50480
Kuala Lumpur,
Malaysia
# 14, CRMIT Towers,
BTM Layout 1st Stage,
100 Ft Ring Road
Bangalore 560068 India
+81 3 5809 8444
+603 2726 2759
+91 (80) 4292 5555
www.crmit.com
24
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

25. Questions?
www.crmit.com
25
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted

26. Thank you
sai@crmit.com
sales@crmit.com
www.crmit.com
26
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted