2010 03 16 Crm Day Marco Bordieri

Oracle CRM On Demand

Marco Bordieri
Principal Sales Consultant – Oracle CRM On Demand

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.

Agenda

• Oracle CRM On Demand <Insert Picture Here>

• Novità della Release 17
• Social CRM Application

3

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)


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


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


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.


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


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


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


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

Business Intelligence, alcuni esempi


Oracle Mobile Sales Assistant

per BlackBerry… … e iPhone


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


Perchè CRM On Demand?

• OpEx e non CapEx = Costi Prevedibili
• Basso TCO e Rapidità di Deployment
• Rapido ROI
• Agile


Demonstration:
Oracle CRM On Demand


<Insert Picture Here>

CRM On Demand
Release 17


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

19

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

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


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


<Insert Picture Here>

Social CRM Applications


Social CRM Directives


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


Sales Prospector


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


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


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


Link utili

CRM On Demand:
WWW.CRMONDEMAND.IT
informazioni, documentazione,
demo, seminari, iscrizione alla prova
gratuita di 30 giorni

Social CRM:
WWW.SALES.COM


2010 03 16 Crm Day Marco Bordieri

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2010 03 16 Crm Day Marco Bordieri