2010 03 16 Crm Day Marco Bordieri

1. Oracle CRM On Demand Marco Bordieri Principal Sales Consultant – Oracle CRM On Demand

2. 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. Copyright 2010 Oracle. Confidential, all rights reserved.

4. Simplify and Gain Leverage with a ‘Complete CRM’ Solution Siebel CRM Oracle CRM On Demand Oracle Social CRM On Demand Integration (Oracle Application Integration Architecture) Copyright 2010 Oracle. Confidential, all rights reserved.

7. Pre-built Industry-Specific Editions FSI - Wealth Management Automotive Referral/lead management Household/contact management Dealer profiling Financial profiling and portfolio tracking Vehicle & dealer service management Retail and Fleet opportunity management FSI - Insurance Tracking of household, financial and investment risk profile Life Sciences Referral/lead management Medical education/events management Complex relationship management High Tech Medical field sales planning and forecasting Asset management Marketing fund management Account, contact, & opportunity mgmt Quota management Copyright 2010 Oracle. Confidential, all rights reserved.

8. Le aree funzionali di CRM On Demand • Marketing - accrescere l’efficacia delle campagne promozionali individuando i potenziali clienti, informando in tempo reale la forza vendita e coordinandosi con il Servizio Cliente • Vendita - tenere sotto controllo in modo facile le trattative di vendita, raggiungere più rapidamente i propri obiettivi, migliorare la produttività individuale • Servizi - incrementare l’efficacia e ridurre i costi dei servizi di assistenza, velocizzare i tempi di risposta al cliente • Business Intelligence integrata analizzare tutti i dati Cliente, i dati di vendita il livello di servizio offerto grazie alle funzionalità di Business Intelligence. Copyright 2010 Oracle. Confidential, all rights reserved.

9. Gestione del ciclo completo del Marketing Caratteristiche Segmenta i Clienti • Esecuzione completa delle campagne e visibilità analitica • email marketing incorporato Importazione liste • Crea campagne mirate e personalizzate prospect Analizza le Campagne Crea Campagne mirate Benefici • Soluzione pronta all’uso che fa risparmiare tempo e aumenta la produttività • Migliora l’efficacia delle campagne • Grazie al potente motore di analisi, ci si può focalizzare sulle campagne a maggior impatto Assegna i Lead Esegui la per Follow-up Campagna Copyright 2010 Oracle. Confidential, all rights reserved.

10. Best Practices commerciali pronte all’uso Inside Sales Field Sales Sales Coach enforces Sales Coach best practices through Activity Workflow Rules and Creation Sales Rep. coaching State Change Rules Required Fields Qualification Script Salesman BELOW THRESHOLD Coaching YES Opportunity Archived Account Won Lead Lead Lead Lead Creation Qualification Score Qualified Accep Opportunity Opportunity Opportunity Won? Lead ted? Conversion Sales Cycle • Marketing Event YES •Telesales ABOVE THRESHOLD • Web Site Lead is assigned to most NO Contact Opportunity • Advertising appropriate Field Sales Rep. Lost Rejected NO • Etc. Lead Sales Manager Forecast Analysis Business Intelligence Tools Pipeline Analysis Marketing Analysis Trend Analysis Copyright 2010 Oracle. Confidential, all rights reserved.

11. Gestione integrata dell’Assistenza ai Clienti Caratteristiche • Servizio personalizzato attraverso la vista a 360° del cliente • Supporto alla risoluzione dei casi tramite knowledge base centralizzata • Call scripting a supporto della gestione delle chiamate • Motore di assegnazione di attivita’ • Workflow per notifiche ed esclalation • Dashboard a supporto della ottimizzazione del servizio • Questionari di Customer satisfaction Benefici • Incrementare l’efficacia e ridurre i costi dei servizi di assistenza • Velocizzare i tempi di risposta al cliente Copyright 2010 Oracle. Confidential, all rights reserved.

12. L’unica soluzione On Demand che consente analisi storiche L’unica soluzione On Demand che consente analisi storiche grazie al datawarehouse integrato grazie al datawarehouse integrato Analisi su: Analisi su: Marketing Marketing Vendite Vendite Servizi Servizi Clienti/Contatti Clienti/Contatti Produttività Produttività Ambiente di Ambiente di personalizzazione personalizzazione basato su Oracle basato su Oracle Business Business Intelligence Intelligence Copyright 2010 Oracle. Confidential, all rights reserved.

15. Integration Capabilities Partners like… like… AIA UI • Custom Web Links, URL-based API • Custom Web Applets, Web Tabs, Widgets • Custom JavaScript Process • Workflow & Integration Event Queues • Single Sign On (SSO) • Web Services Data • Schema extensions - Custom Objects, Custom Fields • Import, Export, Bulk Operations • Web Services Copyright 2010 Oracle. Confidential, all rights reserved.

19. Release 17 History of Rapid Innovation • Usability • Branding 17 Releases in 7 Years • Forecasting • PRM • Time-based WF • Analytics Release 15 • etc • Collaborative Release 13 features Release 11 • Prebuilt • Widgets/RSS feeds • Email integration to campaigns Oracle EBS • Forecasting Release 9 • Branding multi- 2010 currency • Lotus Notes rollups 2009 integration Release 7 2008 Release 5 • Call Release 3 • Web Center On 2007 • Offline Demand Services Release 1 • Outlook enablement 2006 Release 16 Sync • Sales • Partner • Partners & • Marketing Release 14 relationship • Service Competitors 2005 Release 12 • Next-generation management • Analytics • Analytics usability • More advanced enhancements • Advanced customization Release 10 • Forecast 2004 Release 8 • Custom visibility customization • More usability • Advanced Tabs & and • Expanded CRM Calendar Tables administration • Enhanced 2003 Release 6 • Group • Multiple • Enterprise industries • Industry Sharing sales integration • More Languages Release 4 Editions • Segmentatio processes • Expanded CRM • Outlook • Sales Process n Wizard • Intelligent Release 2 Email Coach scripting • Attachments Integration • Desktop • Data mgmt • Advanced • Products & integration Import Assets • Globalization Copyright 2010 Oracle. Confidential, all rights reserved. 19

20. CRM On Demand Release 17 Priorities • Usability • Branding • Sales & Marketing – Forecasting usability and analytics – Lead conversion • Partner relationship management (PRM) • Data visibility • Extensibility – Time-based workflow – Bulk operations – Migration tools and administration Web services Copyright 2010 Oracle. Confidential, all rights reserved.

22. Usability Enhancements Key Features • Resizable UI • Increased number of columns • Highlight record • Record level menus • Favorite button on list • Copy record Benefits • Greater end user productivity • Improved user adoption Copyright 2010 Oracle. Confidential, all rights reserved.

28. Themes and Branding Enhancements Key Features • More standard themes • Custom themes – Self administered – Unlimited number – Logo part of the theme • User, role, or company level Benefits • Support branded partner portals • Seamless user experience between corporate apps Copyright 2010 Oracle. Confidential, all rights reserved.

34. Advanced Forecasting Key Features Streamlined administration • Multiple forecast types Enhanced forecast submission • Manager submit Opportunity splits • Calculate split revenue • Sales team visibility to revenue share Benefits Seamless forecast execution Foster collaborative selling Copyright 2010 Oracle. Confidential, all rights reserved.

35. Forecasting Analytics Key Features • Forecasting Analytics subject area • Forecasted summaries • User quota • Real-time opportunity Benefits • Provide critical metrics to monitor team performance and sales pipeline • Enable better forecast accuracy • User hierarchy provides consolidated, as well as personalized view for each team member Copyright 2010 Oracle. Confidential, all rights reserved.

40. Partner Relationship Management - Functionality Key Features • Partner Portal • Enhanced Leads & Opportunities • Enhanced Partner Management • Enhanced Deal Registration • Enhanced Special Pricing Authorization & MDF • Partner Account/Business Planning • New Partner Application Integration • Partner Analytics Benefits • Establish deeper channels • Optimize the partner sales process • Extend partner oversight Copyright 2010 Oracle. Confidential, all rights reserved.

44. Oracle Social CRM Applications Increase Sales User Productivity Sales Prospector Sales Campaigns Sales Library Provides insight on Create sophisticated Shared library to what to sell to whom html email campaigns, facilitate finding, based on buying share and track the assembling and sharing pattern analysis of results of their targeted sales similar customers campaigns presentations Copyright 2010 Oracle. Confidential, all rights reserved.

46. Oracle Sales Campaigns Attract Qualified Opportunities • Create HTML email campaigns • View past campaign results across network • Use templates or create your own • Track and analyze campaign results Copyright 2010 Oracle. Confidential, all rights reserved.

47. Oracle Sales Library Deliver World Class Presentations • Leverage shared library of content to build • Promote the best content using tags, ratings, effective presentations and comments • Find the right content using powerful • Assemble, download and share custom indexed search capabilities presentations Copyright 2010 Oracle. Confidential, all rights reserved.

48. How does it all fit together? Lead Start Lead 2 Opty Opty 2 Quote Quote 2 Close Generation Deal Management ERP CRM CRM Historical Data, Quotes Company Info Leads Opportunities CRM Sales Prospector Targeted Presentations CRM Sales Campaigns Sales Library Copyright 2010 Oracle. Confidential, all rights reserved.

49. Link utili CRM On Demand: WWW.CRMONDEMAND.IT informazioni, documentazione, demo, seminari, iscrizione alla prova gratuita di 30 giorni Social CRM: WWW.SALES.COM Copyright 2010 Oracle. Confidential, all rights reserved.

2010 03 16 Crm Day Marco Bordieri

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