Increase Sales Effectiveness & Close More Deals With Oracles Complete Crm

Increase Sales Effectiveness & Close More Deals
with Oracle’s Complete CRM
Kirk Mosher
Vice President, CRM & eCommerce Product Marketing

Safe Harbor Statement
The preceding 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,
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.

Agenda
• Megatrends
• Business Challenges
• The Opportunity
• Customer Successes
• Customer Successes
• Key Takeaways

MEGATRENDS
that are redefining sales
that are redefining sales

Megatrends
Shifting How Business Is Done
CustomerCustomer--DrivenDriven Cloud ComputingCloud Computing
Social MediaSocial Media
MobilityMobility
RealReal--Time DecisionsTime Decisions
CrossCross--ChannelChannel

Megatrend: Customer-Driven
Customers are more independent and informed
• Product commoditization
• Shift to buyer-driven market
• Decrease in customer loyalty
Change DriversChange Drivers
• Differentiate your customer experience
• Expand your channels of customer
engagement
• Incent and reward customer loyalty
• Decrease in customer loyalty
Business ImplicationsBusiness Implications
Source: The Conference Board, CEO Challenge 2010

Megatrend: Cross Channel
The buying journey has become more complex
• Multiple channel buying process
• Channel silos creating frustration
• Impacting loyalty and retention
30% of Customers Use 3 or More Channels
Number of Channels for
a Single Transaction
• Create unified view of customers
• Connect each interaction across
the buying journey
• Integrate processes across channels
• Impacting loyalty and retention
Source: ATG-sponsored, independent survey of 1,054 US consumers.

Megatrend: Real-Time Decisions
Speed of business is outpacing traditional batch mode analytics
• Multi-channel options
• Shift in buyer behavior
• Move to customer-centricity
““BIBI isis frontfront
and centerand center
• Optimize every interaction and offer
• Adapt to the customer in real time
• Provide relevant and personalized
offers and information
• Move to customer-centricity
and centerand center
onon
everyone'severyone's
agendas.”agendas.”

Megatrend: Cloud Computing
Shifting deployment model for business applications
• Shrinking IT budgets
• Pay as you go: OPEX vs. CAPEX
• Perceived time-to-value
“By 2012,“By 2012, 80%80%
of Fortune 1000of Fortune 1000
enterprisesenterprises willwill
• Assess appropriate deployment option
• Integrate processes across cloud and
on premise applications
• Must ensure security and compliance
• Perceived time-to-value
enterprisesenterprises willwill
use some level ofuse some level of
cloud computingcloud computing
services.”services.”

Megatrend: Mobility
Smart mobile devices are changing the way we work and play
• Global adoption of smartphones
• Growth in web and mobile apps
• New browser-based media tablets
2.4 Days2.4 Days
• Enable access anywhere
• Reduce redundant tasks
• Support disconnected activity
• New browser-based media tablets
2.4 Days2.4 Days
a Weeka Week
Source: The Alexander Group and Pace Productivity Inc.

Megatrend: Social Media
New ways of interacting are changing the business landscape
• New paradigms of interaction
• Increasing speed of learning
• Shift of power to customers
• Monitor the social conversation
• Create social channels of customer
engagement as appropriate
• Enables collaboration across teams
• Shift of power to customers

BUSINESS CHALLENGES
BUSINESS CHALLENGES

Business Challenges – VP of Sales
• #1 Growing revenue and
delivering your numbers
• #2 Accurately forecasting revenue
and doing it consistently over time
and doing it consistently over time
• #3 Delivering your number while
staying within your headcount
and expense budget

Consider these numbers…
81
89
85/29
% missed guidance in last 12 months
% reps aren’t getting enough coaching
% leads qualified – marketing vs sales
85/29
<24
Sources: 1) CSO Insights; 2) Corporate Visions Inc.; 3) SIRIUS Decisions; 4) Thomson Reuters
% leads qualified – marketing vs sales
months is average tenure of a VP of Sales

Is my team’s forecast accurate and real?
How can I help my team win more business?
What’s Keeps a VP of Sales Up at Night?
How can I improve the quality of my pipeline
and reduce time spent on dead-end deals?
How can I get my company to move faster
when the deal is on the line?

The Key is Better Sales Performance
x =
Existing
Resources
Existing
Resources
x
Increased
Revenue
=
Sales
Performance

The Challenge…
$
M1 M2 M3

#1 Know Where You Stand
$
M1 M2 M3

#2 Provide Support at the Point of Action
$
M1 M2 M3

#3 Generate Better Opportunities
$
M1 M2 M3

#4 Align Everything Behind Your Success
$
M1 M2 M3

1. Gain confidence in your team’s forecasts
2. Provide coaching when it really matters
3. Build a stronger pipeline of real opportunities
Keys to Improving Sales Performance
4. Align process, resources & people behind your success

INSIGHT
INSIGHT

Companies using sales analytics/forecasting tools outperform others
by 1.3 times in achieving their overall annual sales quota.
Source: Aberdeen Group, October 2010

• Improve forecast accuracy and
sales pipeline visibility
• Consolidate past, present and
future forecast details in one
location to better predict trends
Gain More Actionable Insight
location to better predict trends
• Access real-time synchronization
between opportunities & forecast

• Increase productivity by
accessing and sharing prebuilt
reports and dashboards
• Enable inline editing of sales
forecasts by sales managers
Gain More Actionable Insight
forecasts by sales managers
• Empower users with critical
insights wherever and
however they work

“Before implementing Oracle CRM On Demand,
we lacked important sales call metrics, including
the ability to map calls to outcomes. Now, we have
clear visibility into the complete call lifecycle.”
Michael Bell
Inside Sales Manager, Equifax
“Equifax increased inside sales revenue by 10%
in the midst of the economic downturn”

COACHING
COACHING

“Progressive organizations recognize that in a down economy, efforts to
improve the coaching skills of frontline sales managers have a greater
ROI compared to other similar training investments made on sales reps,
in terms of their direct impact on overall sales performance.”
The Corporate Executive Board 2009

Deliver Better Sales Coaching
31 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Source: CSO Insights, 2011

Deliver Better Sales Coaching
• Utilize your best sales
practices to streamline
the sales process
• Provide sales-specific
coaching to empower reps
coaching to empower reps
• Implement sales
methodologies to increase
consistency

PIPELINE
PIPELINE

An estimated 70-90% of leads generated by marketing
are never followed up by sales.
Source: Marketing Sherpa

Improve the Sales Pipeline
Qualified Opportunity
Sales
Qualified
Lead
Lead
Generation
and Capture
Unqualified Lead
Collateral
List Purchases
Email Sales Win
Common Strategy, Common Definitions
Marketing Mix Feedback
Leadand CaptureWebinars
Tradeshows
Other Data Sources Lead Recycling
Win
End to End ROI and Impact Metrics

Improve the Sales Pipeline
• Develop common lead
scoring criteria to
improve lead quality
• Design adaptive 1:1
marketing campaigns to
marketing campaigns to
increase conversion rates
• Create progressive profile
of needs and interactions to
shorten sales cycle and
improve close rates

“Oracle CRM On Demand enabled us to gain groupwide
visibility into the sales pipeline. We also gained the ability to
automate key sales management processes and close the data
loop across our enterprise and third-party systems to ensure
information accuracy and process efficiency.”
Bob Rohr Vice President, Americas Commercial Sales Operations and Business
Support, Graphic Communications Group, Eastman Kodak Company

ALIGNMENT
ALIGNMENT

“Today, 30 to 35 percent of a salesperson’s face time is spent with the
customer. Salespeople spend too much time on administrating,
expediting orders, arguing over receivables, and finding late shipments.”
Source: Jack Welch, former CEO, General Electric Company

Logistics
Inventory Mgt
Warehouse Mgt
Shipping / Receiving
Transportation Mgt
Manufacturing
Discrete MFG
Process MFG
OrchestrateCapture Fulfill
Web
Social
Networks
Quote / Order Capture
Create Transaction
Select and Configure Products
Create Shipment Expectations
Check / Reserve Inventory
Negotiate Terms
Determine Tax
Capture Payment
Validate and Submit Order
Orchestrate Orders
Order Decomposition
Order Orchestration
Distributed Inventory
Order Workbench
Data Transformation
Align Processes Behind Your Success
Process MFG
APS
Advanced Planning
Global Order Promise
Field Service
Scheduling & Dispatch
Dispatch
Finance
AP / AR / GL
Billing / Invoicing
Internal
Network*
Partner
Network
Dropship
Network
Mobile
Store
Kiosk
Validate and Submit Order
Manage Order
Order Status Inquiry
Modify Order
Cancel Order
Return Order
Renew Order

• Optimally source and orchestrate
orders, and streamline and
expedite fulfillment
• Quickly introduce new products,
promotions & pricing to achieve
Align Processes Behind Your Success
promotions & pricing to achieve
operational excellence
• Optimize and manage pricing
to achieve higher margins

"Oracle Siebel Order Management provides us with perfect support for
our new delivery business without having to massively adapt the
existing heterogeneous environment. Considering that we deployed it
in more than 30 countries worldwide, one of the major highlights, from
the IT perspective, is that we can directly upgrade to new versions.”
Sven Prüssing
Senior Department Manager of CRM, METRO SYSTEMS Gmb
Senior Department Manager of CRM, METRO SYSTEMS Gmb
“Metro Systems rolled out this solution quickly
and successfully across 23 countries in 2 years”

RESOURCE OPTIMIZATION
RESOURCE OPTIMIZATION

“In 2010, the percentage of reps meeting or beating quota hit the
second lowest level this century at 51%. The lowest was 49%
following the dot.com implosion...”
Source: CSO Insights 2011

• Improve sales performance with
more efficient territories, quotas
and incentive compensation plans
• Align quotas and territories with
company objectives to create
Align Resources Behind Your Success
company objectives to create
better sales plans
• Optimize coverage in territories
and make reps more efficient

• Align incentives to sales goals
and track payments to
increase motivation
• Create and monitor incentive
Align Resources Behind Your Success
• Create and monitor incentive
plans, payments, and
adjustments

COLLABORATION
COLLABORATION

“Firms employing collaboration outpace their non-collaborating peers
at the high-end of this scale by 2:1 in both initial meetings leading to
a presentation and proposals leading to a sale...”
Source: CSO Insights, 2011

Align People Behind Your Success

Align People Behind Your Success
• Empower users with a single,
unified view of real-time
business activity & changes
• Stream relevant insights and
subject matter expertise
subject matter expertise
• Collaborate with your network
to gain quick visibility into
activities with real time,
actionable updates

1. Gain confidence in your team’s forecasts
2. Provide coaching when it really matters
Keys to Improving Sales Performance
4. Align process, resources & people behind your success

KEVIN RAYBON
Former GM, Sales Operations, NEC
Founder, CRMtrifuge.com

PROFILE
• NEC Corporation of America is a $1B
technology company
• Sells telecommunications, network and
high performance computing platforms and
NEC Increases Sales Efficiency and Effectiveness
high performance computing platforms and
services through a network of dealers and
direct key account teams
• NEC global revenue $45B
• NEC America revenue > $1B
Results - NEC saved 200 hours monthly in reporting tasks

Best Practices for Successful CRM Implementation
• Start Small, Think Big, Scale Quickly
• Build a Roadmap & Know Where You are Starting
• Demonstrate Executive Leadership Support Early and Often
• Focus on Process Over Product
• Don’t Underestimate the Organizational Change Required

PARTHA SRINIVASA
Group CTO & Global CIO, Group IT Shared
Services, Zurich Financial Services
ORACLE
PRODUCT
LOGO

PROFILE
• Farmers Insurance Group operating under
its parent company Zurich Financial
Services, is the third-largest provider of
personal lines automobile and homeowners
Zurich Gains Increased Visibility Into Sales Pipeline
personal lines automobile and homeowners
insurance in US.
• Farmers operates in 50 states and DC,
serving over 15 million customers
• Zurich annual revenue $70 billion
• Farmers annual revenue $20 billion
Results - Zurich increased agency business by 20% with Oracle

Program Functional Scope – My Field Point

Key Takeaways
$
M1 M2 M3

The Key is Better Sales Performance
x =
Existing
Resources
Existing
Resources
x
Increased
Revenue
=Sales
Performance

Stay Connected…
Read blogs.oracle.com/CRM
Watch youtube.com/OracleCRM
Follow twitter.com/OracleCRM
Join facebook.com/OracleCRM
Learn oracle.com/CRM
Use and Follow #OOW11CRM for LIVE UPDATES during the conference

Q&A
Q&A

Increase Sales Effectiveness & Close More Deals With Oracles Complete Crm

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