2010 03 16 crm day marco bordieri

Oracle CRM On Demand

Marco Bordieri

Principal Sales Consultant – Oracle CRM On Demand

Copyright 2010 Oracle. Confidential, all rights reserved.

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.


3

Agenda

• Oracle CRM On Demand

• Novità della Release 17

• Social CRM Application

<Insert Picture Here>


Simplify and Gain Leverage

with a ‘Complete CRM’ Solution

Siebel CRM Oracle Social CRM On DemandOracle CRM On Demand

Integration (Oracle Application Integration Architecture)Integration (Oracle Application Integration Architecture)


Oracle’s Commitment to On Demand CRMEnterprise Grade CRM On Demand


Pre-built Industry-Specific Editions

FSI - Wealth Management

Referral/lead management

Household/contact management

Financial profiling and portfolio tracking

Life Sciences

Medical education/events management

Complex relationship management

Medical field sales planning and forecastingHigh Tech

Asset management

Marketing fund management

Account, contact, & opportunity mgmt

Quota management

Automotive

Dealer profiling

Vehicle & dealer service management

Retail and Fleet opportunity management

FSI - Insurance

Tracking of household, financial and

investment risk profile

Referral/lead management


•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.

Le aree funzionali di CRM On Demand


Gestione del ciclo completo del Marketing

• Esecuzione completa delle campagne e

visibilità analitica

• email marketing incorporato

• Crea campagne mirate e personalizzate

Esegui la Campagna

Crea Campagnemirate

Assegna i Lead per Follow-up

Segmenta i Clienti

Importazioneliste

prospect Analizza le Campagne

Caratteristiche

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


Sales Manager Business Intelligence ToolsBusiness Intelligence Tools

Field SalesInside Sales

Best Practices commerciali pronte all’uso

Forecast AnalysisForecast Analysis

Pipeline AnalysisPipeline Analysis

Trend AnalysisTrend Analysis

Marketing AnalysisMarketing Analysis

AccepAccep

ted?ted?

Rejected

Lead

OpportunityOpportunityOpportunity Opportunity

ConversionConversion

ContactContact

AccountAccount

Opportunity Opportunity

Sales CycleSales Cycle

Sales Coach enforces

best practices through

Workflow Rules and

Sales Rep. coachingActivity Activity

CreationCreation

State State

Change Change

RulesRules

Required Required

FieldsFields

Salesman Salesman

CoachingCoaching

Sales CoachSales Coach

Won?Won?

Opportunity

Won

Opportunity

Lost

YES

NO

YES

NO

Lead Lead

CreationCreation

• Marketing Event

•Telesales

•Web Site

• Advertising

• Etc.

Lead Lead

QualificationQualification

LeadLead

ScoreScore

Lead is assigned to most

appropriate Field Sales Rep.

Archived

Lead

Qualified

Lead

QualificationQualification

ScriptScriptBELOW THRESHOLD

ABOVE THRESHOLD


Gestione integrata dell’Assistenza ai Clienti

• 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

Caratteristiche

Benefici

• Incrementare l’efficacia e ridurre i costi dei servizi di

assistenza

• Velocizzare i tempi di risposta al cliente


L’unica soluzione On Demand che consente analisi storiche

grazie al datawarehouse integrato

LL’’unica soluzione unica soluzione OnOn DemandDemand che consente analisi storiche che consente analisi storiche

grazie al grazie al datawarehousedatawarehouse integrato integrato

Analisi su:

Marketing

Vendite

Servizi

Clienti/Contatti

Produttività

Analisi su:Analisi su:

MarketingMarketing

VenditeVendite

ServiziServizi

Clienti/ContattiClienti/Contatti

ProduttivitProduttivitàà

Ambiente di

personalizzazione

basato su Oracle

Business

Intelligence

Ambiente di Ambiente di

personalizzazione personalizzazione

basato su basato su OracleOracle

Business Business

IntelligenceIntelligence


Business Intelligence, alcuni esempi


Oracle Mobile Sales Assistant

… e iPhoneper BlackBerry…


Partners likePartners like……

•• Custom Web Links, URLCustom Web Links, URL--based APIbased API

•• Custom Web Applets, Web Tabs, WidgetsCustom Web Applets, Web Tabs, Widgets

•• Custom JavaScriptCustom JavaScript

•• Schema extensions Schema extensions -- Custom Objects, Custom Objects,

Custom FieldsCustom Fields

•• Import, Export, Bulk OperationsImport, Export, Bulk Operations

••Web ServicesWeb Services

••Workflow & Integration Event QueuesWorkflow & Integration Event Queues

•• Single Sign On (SSO)Single Sign On (SSO)

••Web ServicesWeb Services

Process

UI

Data

Integration Capabilities

AIAAIA


Perchè CRM On Demand?

•OpEx e non CapEx

•Basso TCO

•Rapido ROI

•Agile

= Costi Prevedibili

e Rapidità di Deployment


Demonstration:Oracle CRM On Demand



CRM On Demand

Release 17


19

History of Rapid Innovation17 Releases in 7 Years

Release 3• Offline

• Outlook

Sync

• Partners &

Competitors

Release 2• Attachments

• Advanced

Import

Release 1• Sales

• Marketing

• Service

• Analytics

Release 5•Web

Services

enablement

Release 7• Call

Center On

Demand

Release 9• Branding

• Lotus Notes

integration

Release 4• Outlook

Email

Integration

• Products &

Assets

• Globalization

Release 6• Industry

Editions

• Sales Process

Coach

• Desktop

integration

Release 8• Advanced

Calendar

• Group

Sharing

• Segmentatio

n Wizard

Release 10• Custom

Tabs &

Tables

• Multiple

sales

processes

• Intelligent

scripting

• Data mgmt

Release 11• Email

campaigns

• Forecasting

multi-

currency

rollups

Release 12• Analytics

enhancements

• Forecast

visibility

Release 14• Next-generation

usability

• Advanced

customization

and

administration

• Enterprise

integration

• Expanded CRM

2003

2004

2005

2006

2007

2008

Release 15• Collaborative

features

• Widgets/RSS feeds

Release 13• Prebuilt

integration to

Oracle EBS

Release 16• Partner

relationship

management

• More advanced

customization

• More usability

• Expanded CRM

• Enhanced

industries

• More Languages

20092010

Release 17• Usability

• Branding

• Forecasting

• PRM

• Time-based WF

• Analytics

• etc


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


Usability


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


Demonstration:Usability


Themes & Branding


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


Demonstration:Branding


Forecasting


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


Forecasting Analytics

• 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

Key Features

• Forecasting Analytics subject

area

• Forecasted summaries

• User quota

• Real-time opportunity

Benefits


Demonstration:Forecasting


Opportunity Team Split % and Revenue


Forecasting Analytics


Partner Relationship Management


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


Simplify and Gain Leverage

with a ‘Complete CRM’ Solution

Siebel CRM Oracle Social CRM On DemandOracle CRM On Demand

Integration (Oracle Application Integration Architecture)Integration (Oracle Application Integration Architecture)



Social CRM Applications


Social CRM Directives


Shared library to

facilitate finding,

assembling and sharing

targeted sales

presentations

Create sophisticated

html email campaigns,

share and track the

results of their

campaigns

Provides insight on

what to sell to whom

based on buying

pattern analysis of

similar customers

Sales LibrarySales CampaignsSales Prospector

Oracle Social CRM ApplicationsIncrease Sales User Productivity


Sales Prospector


Oracle Sales CampaignsAttract Qualified Opportunities

• Create HTML email campaigns

• Use templates or create your own

• View past campaign results across network

• Track and analyze campaign results


Oracle Sales LibraryDeliver World Class Presentations

• Leverage shared library of content to build

effective presentations

• Find the right content using powerful

indexed search capabilities

• Promote the best content using tags, ratings,

and comments

• Assemble, download and share custom

presentations


How does it all fit together?

StartStart Lead

Generation

Lead

GenerationLead 2 OptyLead 2 Opty Opty 2 QuoteOpty 2 Quote Quote 2 CloseQuote 2 Close

ERP

CRM

Historical Data,

Company Info

CRM

CRMLeads Opportunities

Targeted

Presentations

Quotes

Sales Campaigns Sales Library

CRM

Sales

Prospector

Deal Management


Link utili

CRM On Demand:

WWW.CRMONDEMAND.ITinformazioni, documentazione,

demo, seminari, iscrizione alla prova

gratuita di 30 giorni

Social CRM:

WWW.SALES.COM

2010 03 16 crm day marco bordieri

Documents

agenda oracle crm

demand oracle social

demand copyright

sole discretion of oracle

creation sales

demand novit della release

datawarehouse integrato

vendita il livello