1. Sound Customer Data Quality for CRM Manoj Tahiliani, Senior Manager, Customer Hub Strategy

2. 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, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

7. Poor Data Quality is the #1 enemy of CRM Solutions Out of Date Rapid changes in a dynamic society: marriages, divorces, births, deaths, moves Garbage Typos, misspellings, transposed numbers, etc. Fraud Purposeful misrepresentation of data: identity theft, wrong information (bankruptcies, occupation, education, etc) Missed Opportunities Information that we do not know about (customer relationships, up-sells, cross-sells)

9. Example of Customer Data Quality Issue A Simple Customer Table Sample Name Address City State Zip Phone Email Bob Williams 36 Jones Avenue Newton MA 02106 617 555 000 [email_address] Robert Williams 36 Jones Av. MA 02106 617555000 Burkes, Mike and Ilda 38 Jones av. Nweton MA 02106 617-532-9550 [email_address] Jason Bourne, Bourne & Cie. 76 East 51 st Newton MA 617-536-5480 6175541329 … … … … … … … Mis-fielded data Matching Records Typos Mixed business and contact names Multiple Names Non Standard formats Missing Data

13. <Insert Picture Here> Siebel Data Management Solution

14. Data Management - Deployment Options Middleware Application Integration Architecture Middleware Application Integration Architecture CRM Web site Call Center SFA Partner Fusion App Fusion App Call SCM ERP2 Legacy ERP 1 MDM Fusion App Call SCM ERP2 Legacy ERP 1 Partner Data Mgmt Layer

15. Components of Siebel Data Management Trusted Customer Data Web Services Library Publish & Subscribe Transports & Connectors Authorization Registry Profile & Correct History & Audit Privacy Mgmt Events & Policies Import Workbench Identification & Cross-Reference Source Data History Survivorship Parse Cleanse & Standardize Enrich Manage Decay Match & Merge / Unmerge Roles & Relationships Party Vertical Variants Related Data Entities Hierarchy Management

16. <Insert Picture Here> Data Quality Products

17. Data Quality Functionality in a Glance Profiling Cleansing Matching Enrichment Understand data status, deduce patterns Tel# is null 30% LName + FName (Asian Countries); FN+MN+PN+LN (Latin); Addr = #, street, city, state, zip, country; St, Str = Street (ENU/DEU); Spot and correct data errors; transform to std format/phrase Identify and eliminate duplicates Haidong Song = 宋海东 = Attach additional attributes and categorizations Haidong Song: “single, 1 child, Summit Estate, DoNot Mail” Functionality Customer Data example Comprehensive data quality Feature Batch and Real-time

19. New Data Quality Products Matching Engine Data Quality Matching Server Data Quality Cleansing Server Administration UI / Rules Editor Improved performance 18 Languages 52 Languages Address Standardization Module 240 Languages support Data Quality Profiling Profiling Console & Engine Old Offering (SSA) New Offering

24. Oracle Data Quality Matching Server Siebel UCM / CRM Application Object Manager User Interface Data Admin Oracle DQ Matching Server Loader & Utilities Rule Manager Key & Search Strategies Match Purposes Search Server Update Synchronizer Console Server Console Administrative Clients Population Override Mgr Edit Rule Wizard Indexes Rules Base

28. <Insert Picture Here> Best Practices

32. <Insert Picture Here> Credentials

34. Selected Oracle Data Quality Customers Human Resources