OpenWorld 2011 Oracle CRM On Demand Product Strategy and Roadmap

1. 1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

2. Oracle CRM On Demand Overview, Strategy
and Roadmap
Panel Participants:
2
Chris Haven, Piers Evans, Sundeep Parsa, Michael Salerno, Phil Whitwell
Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

3. 3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

4. 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.
4 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

5. What Is Oracle CRM On Demand?
Oracle
Fusion
Middleware
and
AIA
Integra5on
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6. The World’s Most Demanding Organizations
Run on Oracle CRM On Demand
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7. And They Are Getting…
• Improved sales forecasting accuracy by 25%
SMARTER • Reduced pipeline reporting from 7 days to <1 day
• Reduced sales reporting from 2 hours to 5 minutes
• Saved 200 hours a month in preparing sales reports
MORE
• Saved 90 hours per week in call preparation time
PRODUCTIVE
• 3x increase in deals closed
• Implemented Oracle CRM On Demand in 45 days
BEST
• Achieved 85% user adoption in one week
VALUE
• Achieved 100% user adoption in 30 days
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8. Increased Reach. More Data Centers Coming
Scotland
India
Austin
China
Singapore
Sydney
Production Planned
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9. Key Industry Trends and Transformations
Shifting How Business Is Done
Customer Centricity & Multi Channel
Selling Effectiveness Marketing
Real-Time
Decisions
Mobility Cloud Computing
9 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

10. CRM
On
Demand
Roadmap
Release 19
• CRM Desktop
Release 20
•
•
Usability
Analytics
Release 18 • iPad
• Mobility
• Usability • Analytics
• Life Sciences
• Analytics • Database Vault
• Hosted Code
• PRM • Insurance
Release 16 R16 Innovation Pack 2 • Life Sciences • Life Sciences
• More Custom Objects • Sales Campaigns • CRMOD to Siebel CRM PIP
• Better forecasting • Analytics Data Visibility • Advanced Security (VPN,
• Related Items layout / inline edit • EBS PIP, Phase II Dedicated Circuits, HIPAA)
• Web Svcs for attachments • JDE World PIP
• Search enhancements
FY12
• Analytics for User Quotas Q1 FY12
• Dutch, Thai, Traditional Chinese Q3 FY11
• Sales Library Aug 2010
• PRM
Feb 2010
Nov 2009 R19 Innovation Pack
Aug 2009 • Configurable Mobile
Mar 2009 R18 Innovation Pack • Disconnected Mobile
• CRM On Demand Marketing • Chat (COD)
Release 17 • Insurance • OPA Integration
• Life Sciences
R16 Innovation Pack 1 • PRM
• Named queues • More web 2.0 / Social CRM
• Small Enhancements • More integration
• Swedish, Russian, Danish, • More enterprise SaaS
Polish, Finnish • More languages
• Advanced workflow
• Related Items Visibility
10 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

11. Delivering Continuous Customer Interaction
Disconnected
On
Demand
ODM
ODM
Contact
App.
Mobile
Sales
Marke7ng
Web
Form
Micro-­‐site
OD
Role Sales Rep Marketing Customer Customer Customer Web /
Service / Call Center
In-Person sample Marketing Dept’s Customer opens After web form Customer
Story
drop with existing Zonall email, clicks link and completed, wants more
eDetailing. campaign has is directed to web customer product info –
dynamic form where he reviews Zonall clicks ‘Help’
Dr asks about new segmentation registers for an event website icon to trigger
product Zonall that now includes or downloads study chat / co-
this Contact. information. browsing
session.
Campaign He also enters
includes: email additional information
web forms and used for progressive
micro-sites. profiling
11 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

12. DEMO
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13. Mobile CRM
2.4
Average days Field Sales Reps
spends on the road per week
400M # of Outlook users in the
world
2012 Smartphones may eclipse PC
market
13
#3
Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Apple’s rank in global portable
computing market in Q2/2010

14. Next Generation Mobile CRM
CRM On Demand Anywhere, Anytime
• CRM Desktop for Outlook • Safari browser on iPad • Native Connected &
– Manage CRM On Demand – CRM On Demand native UI Disconnected Mobile Sales
information directly from certification Applications
Outlook interface – Manage CRM On Demand from
– Connected and disconnected iPad, iPhone, RIM, (future
modes Android)
– Extensible – Extensible
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15. Two Disconnected Pipelines
• Marketing generates most of the • Marketing doesn’t deliver enough
leads qualified leads
• Sales doesn’t contact them quickly • Sales generates 90% of our own
enough leads
SUSPECTS PROSPECTS
Lead Lead Lead Lead Deal Closed
Generation Nurturing Acceptance Support Business
Qualification
MARKETING FUNNEL SALES FUNNEL
15 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

16. Oracle Provides Complete Sales & Marketing
SALES MARKETING
Contact Management! Analytics!
Lead Nurturing!
Lead Management!
Opportunity Unified Lead Scoring!
Management! Funnel Response
& Management!
Forecasting!
Website Monitoring!
Enterprise
PRM!
Visibility Web Marketing!
Mobile!
Campaign Automation!
Sales Reporting! Email Campaigns!
16 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

17. Multi-Channel Challenges
Fragmented Customer Interactions
Customer Siloed Business Units Agent
• Inconsistent customer • Poor integration between • Incomplete view of
experience telephony and CRM customer
• Disjointed communications • Inflexible applications • Increased call handling
channels • Capital expenditures for time
• Decreased satisfaction premise-based equipment • Inconsistent and
impersonal interactions
17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

18. Multi-Channel CRM
Integrated Oracle Contact On Demand
Voice Email Chat
Multi-Party Conference Expanded email templates Click to Chat
Multiple Inbound Lines Intelligent email response Supervisor to Agent Chat
Enhanced collaboration Rich email content Co-Browse
 Deliver intelligent, personalized interactions for every customer
 Lower training costs with a single user interface for all channels
 Reduce total cost of ownership with pre-integrated solution
18 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

19. Enabling the Customer 360
Lead Generation Territory Assignments
Marketing Investment Team Selling
Campaigns & Events Key Customer Planning
Opportunity Pipeline
Up-Sell/Cross-Sell
Forecast
Customer Intelligence
Service Renewal Orders
Customer 360
Sup
Contact Center
por
Quotes
Service Delivery
t
Certification & Training
Customer Profitability
Finance Order Booking &
Contracts Fulfillment
Revenue & Quota
Analysis Budget vs Forecast
19 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

20. Oracle Policy Automation Connector for Oracle CRM On
Demand
Phil Whitwell, Product Strategy Director
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21. The New Standard for
Business Flexibility
Enable CRM On Demand
to:
• Provide Dynamic Interview for
interactive self service and call
center advice
• Easily model and maintain
complex rule using natural
language
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22. DEMO: CRM On Demand & OPA
Create Opportunity
Develop Quick Quote
Generate Premium
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23. Key advantages of the Connector
Simple Fast
Low Cost Deployment Cross Industry Support
Implementations
• Users can get started with • No need for expensive hardware • Use OPA to extend CRMOD for
CRMOD data model with simple • OPA can be deployed out to any industry where legislative or
wizard hosted environment policy-based rules are common
• Rule authoring and testing • Rule modeling license cost • All CRMOD’s applications can
performed standalone in Oracle included with runtime license be extended with OPA decisions
Policy Modelling • Complete deployments of Web • Use Web Determinations to
• Integrate Web Determinations Determination in less than 30 capture data not represented in
into CRMOD as an applet in days* CRMOD
less than 5 minutes
23 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
* Based on sample of EMEA implementation of OWD

24. Broad Applicability Across Industries
Insurance Telecommunications
• Self-service quoting for customers and • Self-service quoting and bundling
brokers • Includes compatibility and constraints
• Guided sales agent quoting for • Wholesale pricing
insurance policies • Contract termination / separation
• Risk classification and premium • Technical service charging
calculations
• Claims adjudication and payment
calculations
High Technology and Financial Services
Manufacturing • Self-service loan origination –
• Service billing needs analysis, eligibility and quotes
• Warranty processing • Business policy adherence for rates,
eligibility, exception management
• Manufacturing process automation
and consistency / escalation rules • Regulatory compliance for marketing
offers and transactional flags
Other • Tailored to region- and corporate-
specific needs
• Complex territory assignments
• Healthcare provider assessments
• Hosted field service management
• Multi-level marketing – sales and campaign mgmt
24 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

25. Oracle CRM On Demand Roadmap
Continued Innovation
Release 19 Release 19 Innovation Release 20
• CRM Desktop Packs • More Mobility
• Connected Mobile Sales • Integrated Marketing OD • More CRM – Sales, Service
• More Extensibility • Integrated Contact OD & CTI & Marketing
• More Life Sciences API • More Analytics
• More Insurance • Disconnected Mobile Sales • More Industry Investment
• More advanced security • Integrated OPA • Enhanced Usability
• More operational transparency • Database Vault • Enhanced Extensibility
• Java Cloud • Enhanced Security
GA: Today! Available: Statement of Direction
25 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

26. Oracle CRM On Demand
The Smart Choice for Cloud CRM
Oracle
Others
Sales
Force
Automa7on


Service


Integrated
Marke7ng

Tailored
Industry
Support

Comprehensive
Analy7cs

Enterprise-­‐Grade
Cloud
Security

Mul7ple
Cloud
Deployment
Op7ons

Single
Provider
Solu7on

Lowest
Total
Cost
of
Ownership

26 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

27. Why Oracle CRM On Demand
 Get Smarter
 Get More Productive
 Get the Best Value
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28. CRM at Open World
• Attend one of our Sessions
– 90+ sessions in the CRM Track
– Most in Moscone West, Room 2003-2012
• Register for CRM Reception for Senior Executives
– Tuesday night, 6:00 – 8:00 PM, Howard Street Tent
– Tickets at Pavilion Booth #3837, Moscone West, Level 1 Exhibit Hall
• Visit the CRM Pavilion and Live Demos in DEMOgrounds
– Booth #3837 and Aisle 3800 section Moscone West, Level 1 Exhibit Hall
• Meet CRM experts in the Oracle CRM Lounge
– Moscone West, 2nd Floor Apps Lounge
– Monday-Wednesday, 10:00 am – 6:00 pm; Thursday, 9:00 am – 4:00 pm
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29. Stay Connected…
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blogs.oracle.com/CRM
Watch
youtube.com/OracleCRM
Follow
twitter.com/OracleCRM
Join
facebook.com/OracleCRM
Learn
oracle.com/CRM
Community http://communities.oracle.com
Use and Follow #OOW11CRM for LIVE UPDATES during the conference
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