Crm Smart Strategies Presentation Arienti

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.

Smart Strategies for CRM
Luisa Arienti, Country Applications Leader, Oracle
Armando Janigro, Business Development Manager, Oracle

A Smart Strategy to Think About

“In this economy, inaction is
understandable but
shortsighted. Those who face
their fear and get unstuck can
outrun hesitant competitors and
seize advantage.”

Source: “How to Get Unstuck,” May 2009, Rita Gunther McGrath and Ian C. MacMillan

Every Downturn Has Its Winners
Change in Relative Market Cap to Sales Ratio

1990-1991 Downturn vs. Industry Peers
• A firm is 2.3 times
as likely to change
industry ranking in a
downturn

• Firms in the top
quartile during a
downturn sustain
market premium for
3 years

Source: Corporate Executive Board, Executive Guidance for 2009, November 2008

The Opportunity
Leverage IT Strategically to Win in the Downturn

Targeted
technology
3-5%
investments
3-4%
can deliver up
to ten times the
1-2% impact of
traditional IT
.5%
cost reduction
efforts
Managing IT In A Downturn, McKinsey on Business Technology, Fall 2008

Every Economy Has Its Winners & Losers
Four Imperatives To Be A Winner In The Recovery

Focus on
Leverage
process
Every Customer Every
Organization efficiency and Industry
Intelligence
effectiveness

Help Sales Optimize Every
Business to
Teams Interaction Business to
Business Become More with Every Consumer /
Citizen
Effective Customer

Leverage Customer Intelligence

“If bad data impacts an operation only 5% of the time, it adds a
staggering 45% to the cost of operations.”
Thomas Redman –Data, An Unfolding Quality Disaster,” Information Management Magazine

Unify Your Customer Understanding
Clean, Consistent and Accurate Data For Your Enterprise

Challenge Solution Benefit

No single accurate
Oracle Master Data • Provides accurate and
Management complete customer
view of your information
customer
.
• Enables more targeted
marketing
Costly & inefficient
marketing efforts • Facilitates complete
management of
governance, risk and
compliance
Increasing cost of • Consolidates, cleanses and
compliance and shares data • Provides up-selling and
data management • Provides full spectrum of cross-selling opportunities
information quality products
• Supports both analytical and
operational MDM
Lost customer • Provides integrated Governance
loyalty compliance

Get Smarter with Better Intelligence
Increase Value from Existing CRM Data

Greater need to Oracle BI Sales, • Achieve faster time to sales,
assess cost and Marketing, and Service marketing, and service
opportunity gaps to Analytics insight
increase profits
• Maximize sales productivity
by understanding sales
Limited information pipeline and opportunities
for critical decision
making • Understand customer needs
and buying patterns for
more effective campaigns
Increased need to and improved ROI
respond to volatile • Prebuilt BI solutions for every
market conditions role and function • Improve service and
• Built-in best practices
customer satisfaction for
more profitable and loyal
• Timely metrics, alerts, and
Growing imperative reports delivered to laptop or customers
to flank competitors mobile device
in a challenging • Easy to use, extend, and
environment integrate

Focus On Process Efficiency & Effectiveness – By
Industry

“By addressing the specific requirements for different
industries….companies can significantly lower customization
efforts, decrease time to market, and increase actionable
insight for complex relationships..”
Gartner

Different Industries, Different Distribution Models

High Tech Engineering & Professional
Construction Services

Communications Retail Travel

Public Sector

Focus On Process Efficiency and Effectiveness
CRM Best Practice Processes For Your Industry

Communications Public Sector Retail Transportation Other
Integrated Online Integrated Integrated Integrated
Multi-channel Application Loyalty Loyalty Multi-channel
E-Commerce Management Management Management E-Commerce

Multi-channel Multi-channel Multi-channel
Integrated Case Personalized
Customer Order Customer
Processing Marketing
Service Management Service

Self Service Application Data Integrated
Optimized Sales
Billing & Forms Multi-channel Integrated CRM
& PRM Solutions
Presentment Integration E-Commerce

Life
Financial
Chemicals, Sciences -
Clinical, Engineering Services - High Tech, Logistics Small &
Aerospace Consumer Hospitality, Medical Natural Professional
Automotive Energy, Education & & Institutional, Healthcare Industrial Service Medium Utilities
& Defense Goods Travel Devices, Resources Services
Oil & Gas Research Construction Retail, Mfg Providers Business
Pharma /
Insurance
Biotech

Focus On Process Efficiency & Effectiveness with
Siebel Self-Service

“The Web is rapidly emerging as the self-service channel of
choice as a result of growing broadband penetration and the
low-cost of the Web channel for companies and customers
alike.”
Self-Service Strategies Report, 2007
Self-

Help Customers Help Themselves
Reduce Costs While Delivering Complete Online Service

Oracle Self-Service • Deflect calls and
dramatically reduce costs
Increased call
center expenses • Resolve issues rapidly
.
• Gain seamless information
flow with multi-channel
Lengthy problem integration
resolution cycles
• Improve cash flow & reduce
DSO’s by two-to four days
Exorbitant print, • Increase loyalty by
• Complete, next generation Self-
mail, lockbox and Service: E-Commerce, E-Support delivering the ultimate online
processing costs & E-Billing experience
• Transparent access to
statements, orders, activity, • Gain 25- 60% adoption two
Low adoption of
phone, mail, and web years after deployment
interactions
online services • Self-resolution & assisted care
• Billing analytics

Help Sales Teams Become More Effective
with CRM On Demand

“Hosted CRM gains high marks for rapid deployment, support,
and ease of use to deliver a positive ROI to customers.”
Nucleus Research

Seek Rapid Time to Value
Increase Sales Productivity, Effectiveness and Collaboration

Oracle CRM On Demand • Drive maximum sales
More accountability productivity
for top sales results • Gain actionable insight
.
• Deliver improved marketing
Smaller pipelines and service results
mean greater need
to convert • Implement a tailored
opportunities solution for your
requirements
Increased pressure • Realize superior value with
for faster sales • Comprehensive sales, marketing a highly cost effective
velocity and service features
solution
• Deploys in weeks
• Real-time and historic analytics
Reduced capital for complete business visibility
spending budget to • Easy to use, customize, and
improve technology integrate
infrastructure • Enterprise-grade SaaS offering

Help Sales Teams Become More Effective
with Oracle’s Sales Productivity Bundle

“Social networking is increasing the velocity of trusted information
exchange and, in doing so, drives revenue acceleration...”
Rachel Happe, Research Manager, Digital Business Economy, IDC

Impact Every Stage Of The Sales Process
SaaS for Sales Reps—Complements Existing CRM Deployments

Poor pipeline Sales Productivity Bundle • More quality leads and
quality & opportunities in the pipeline
unpredictable
revenue streams • More effective sales
execution in presentations
Valuable sales rep and proposals
time wasted • Higher conversion rate of
searching for leads
leads, to opportunities, to
closed deals
Poor execution on • SaaS-based solutions designed to
deals, delays and increase sales user effectiveness • Increased velocity of
inefficiencies • Identifies most likely prospects on opportunities through
territory and predicts returns pipeline
• Uses wisdom of the crowd to
Lost margin and deliver the most effective • More strategic deal pricing
revenue due to campaigns, presentations and
poor quotation and and larger margins per deal
proposals
negotiation • Introduces process to deal pricing
decisions and negotiation

Optimize Every Interaction With Your Best
Customers with Siebel Loyalty

“In industry after industry, loyalty leaders are growing at more
than twice the rate of their competitors.”
Fred Reichheld - Author, The Ultimate Question

Keep Your Customers Close
Increase the Value & Duration of Your Customer Relationships

Siebel Loyalty Management • Maximize customer value
Increased and duration
competition,
decreased spending • Deliver differentiated and
.
personalized service at
Cost of finding new every point of interaction
customers greater • Create a superior value
than retaining proposition with innovative
existing customers programs and offers
• Next-generation solution for • Respond swiftly to
Low perceived creating innovative, customer-
value due to lack of centric loyalty programs marketplace developments
differentiation • Enables rapid partner set-up and with rapid fire promotions
across programs management
• Gain competitive advantage
• Delivers pre-built loyalty
Greater demand processes and task-based flows
from customers for • Provides actionable insight into
recognition across member behavior with unified
multiple channels customer views

Optimize Every Customer Interaction with Next
Generation Customer Apps

80% rate ‘a person like themselves’ as the most credible
spokesperson for a company, only 29% rate the CEO*

Source: *HBS Social Media Report March 2008, Edelman Customer Index Report 2008

Optimize Every Interaction With Every Customer
Make “The New Customer” Your New Business Strategy


The economic Next Gen Customer Apps • Maximize customer loyalty,
climate’s effect on profitability and retention
your industry and • Increase cross selling / up
your customers .
selling while reducing cost
Disruptive of sales
technology is • Improve customer service
empowering efficiency while reducing
customers customer service cost
• Make the most contextual and
Greater demand compelling offers to your • Increase customer
from customers for customers acquisition rate through
recognition across • Provide self-service and advocacy and customer
multiple channels ecommerce regardless of time driven marketing
and location
The New Customer • Incentivize customers in order to • Increase ROI from existing
– expects you to manage their behavior CRM
know what they • Leverage social networks to
want & they want it build customer advocacy
now • Built on Siebel CRM

Customer Success

Achieved $6.2M in
47% Frequent
incremental orders
traveller growth from cross-selling

Reduced by 120% Process 1M loyalty
time to launch new transactions per
promotions batch/per daY

Saved $22M per year +11% Cust Sat &
from 18M customers +$1M win backs in
going paperless first 3 months

20% more cases in Saving $12M per
pipe, 5,000 admin year with Points-
hours reduction for-Card Renewal

Crm Smart Strategies Presentation Arienti

Crm Smart Strategies Presentation Arienti

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