Post on 19-May-2015
description
transcript
PROFITING WITH ORACLE SIEBEL CRM THROUGH LEAN TIMES
Dusan Glisic, Executive ManagerBusiness Solution Center
Today’s Environment is Challenging
“81,312 Homes Lost
to Foreclosure…”
“Chinese Economy
Shows Signs of
Vulnerability”
“Recession’s Dark
Cloud Looms Over
Corporate Earnings-
Reporting Season”
“GDP Expected to
Show Contraction”
Traditional Customer Relationships..Direct In Direct
Vendor
Customer
(Household, Company)
Partner
Social Relationship Management C2C, C2B etc
? Vendor
Customer
Partner
Company
Company
Competitor
Customer
Prospect
Prospect
Prospect
Social Networks
• Grew up on the Internet, share by default.
• Expect social structures from all applications.
• Blur the line between professional and personal.
• Email is for old people!
Your New Customer Base
“There's absolutely a benefit in making
changes during a downturn. As one of our
vendors said:
„A downturn is a terrible
thing to waste.‟ It's easier for
everyone to understand the need for the
change when things are tough and the
risks are lower.”
- Frank Blake, CEO Home Depot
in WSJ – June 5th, 2008
WORLD-CLASSPEER GROUP
Business supported by a Single ERP
69%
80%
Standardization
Source: The Hackett Group
The Consolidation of what's not differentDrive standardization and simplification
Number of customer databases
per 1000 end-users
Simplification
1.51
0.26
5 CRM Imperatives for Lean Times
1. Keep your Customers Close
2. Drive Experiences Users Crave
3. Go Where Your Customer Are
4. Help Customers Help Themselves
5. Make Margins Matter
6. Conserve Cash
Keep Your Customers Close1
“In industry after industry, loyalty leaders are growing at more
than twice the rate of their competitors.”Fred Reichheld - Author, The Ultimate Question
Increase the duration & value of your
most valuable customer relationships
• Incent customers differently – deliver differentiated & innovative programs that
drive behavior and build value
• Deliver great experiences across channels –consistently recognize, support and reward customers based on value at every touchpoint and in real-time
• Adapt quickly and cost-effectively to improve competitive advantage – leverage best practice processes and accelerate rollout of partners & offerings
CRM
Keep your Customers CloseLoyalty Processes
1
Keep Your Customers CloseIncent Customers Differently
Innovative, Differentiated Rewards
• Flexible incentive
choices
• Tailored corporate-
employee joint reward
schemes
• Support for variety of
lifestyle rewards
• Multiple redemption
price options
• Bid-driven redemption
pricing
• Automated point loan
Advanced Integration
with Marketing
• Enterprise data sources for promotion targeting
• Improved loyalty program ROI and member
experience
Dynamic Redemption Pricing
1
Keep Your Customers CloseDeliver Great Experiences Across Channels
Real-Time Reward & Recognition
• Highly scalable
Loyalty Real-Time
Engine
• In-Store Loyalty
Engine
• Pre-configured
member services
• Bulk member actions
for rapid service
recovery management
Loyalty event triggered
communications
• Automated generation of member
communication
• Fulfillment integration with Oracle BI
Publisher and Siebel Email Marketing
Multi-Channel Member Care
1
Keep Your Customers CloseAdapt Quickly and Cost Effectively
End-to-End Automation
• Member Enrollment
• Accrual Management
• Loyalty Partner Management
• Redemption Management
• Promotion Management
• Tier Management
• Flexible cross-industry
program offerings
• Simplified partner
billing controls and
triggers
• Systemic cost
management for joint
promotions
Application Integration
• SOA enabled web services
• Seamless integration with 3rd party applications
(retail PoS, web portals, kiosks)
• Reduce TCO and speed multi-channel
deployment
Complete Partnership
Management
1
Create Experiences Users Crave2
Why Social Networks are ImportantNetwork Effect creates Exponential Value
va
lue
time
Social networks
2
Why Social Networks are Important Customers trust each other!
PR person
CEO
Industry Analyst
Academic
A Peer
20%
29%
53%
57%
75%
Source: Edelman Trust Report 2007
2
Oracle E-Commerce2
Mashups Social Apps GadgetsOffice/Mobile
Oracle Social CRM Applications2
Oracle Sales ProspectorOffers insight on what to sell next based on analysis of
buying patterns of customers with similar attributes
2
Oracle Sales Campaigns
Empowers sales reps to create sophisticated html campaigns
in email and track the result
2
Oracle Sales Library
Provides a shared library to facilitate finding and
sharing of sales content
2
Oracle CRM Gadgets2
Oracle – Mobile Productivity
Search
Lookup
Call
Find an Address
Share leadsContacts
Check Schedule
Create Appointments
Update LeadsApprovals
Check To Dos
Jot Notes
Connect with Teams
Follow-up
Business Intelligence
Alerts
HR
On the way to meeting
After the meeting
Throughout the day
2
Go Where Your Customers Are3
“In industry after industry, loyalty leaders are growing at more
than twice the rate of their competitors.”Fred Reichheld - Author, The Ultimate Question
Go Where Your Customers AreWeb-Bases Sales
Extend CRM to where your customers congregate with integrated storefronts
• Enable personalized sales experiences – integrate commerce capabilities with customer insight and communities
• Respond to business needs – quickly manage promotions, product content, & price changes across channels
• Close more sales – enable customers to easily move across channels and assist purchasing to increase conversion rates & order size
CRM
3
Go Where Your Customers AreEnable Personalized Sales Experience
In Context Offers
• Real-time offers to up-
sell/cross-sell
• Closed-loop,
predictive analytics
• Related products
• Complex products
• Promotions
• Asset based ordering
Site Management
• Multiple look & feel brands
• Behavior configuration
Configuration
3
Go Where Your Customers AreRespond to Business Needs
Dynamic Catalog
• Rule-based product
display
• Advanced pricing &
promotions
• Manage once, deploy
anywhere
• Catalog, eligibility,
compatibility
• Pricing, promotion,
configuration
SOA-Based Composite
Application
• Easily extend and
integrate to meet unique
business requirements
Centralized Administration
3
Go Where Your Customers AreClose More Sales
Product
Recommendations
• Up-sell and cross-sell
based on browsing
and purchasing
history
• Integrated with Siebel
Contact Center
• Web Page „Push‟Cross Channel
Collaboration
• Cart and checkout
assistance
Advanced Chat
3
Help Customers Help Themselves4
“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
Customer Self Servicevo
lum
e
vo
lum
e
cost/interaction cost/interaction
Self
ServiceSelf
Service
Assisted
ServiceAssisted
Service
4
Help Customers Help ThemselvesBetter Service at a Lower Cost
Tailor interactions to deliver the ultimate service experience
• Empower customers & strengthen relationships – offer a rich, dynamic experience customers will prefer to calling
• Resolve issues rapidly - proactively offer intent-based solutions with advanced online support tools
• Reduce service costs – direct inquiries to the most cost-effective channels
CRM
4
• Interactive bill presentment
• Billing analytics
• Bill payment
Help Customers Help ThemselvesEmpower Customers and Strengthen Relationships
Account Management
• Self-registration
• Delegated B2B
administration
• Integration with Siebel
account, contact, and
user management
functionalities
User Generated Content
• Discussion forums
E-Billing
4
Integrated Knowledge Management
• Proactively suggest
before SR or chat
• View related solutions
or documents
• Track recently viewed
solutions
Help Customers Help ThemselvesResolve Issues Rapidly
Collaborative Service
Requests
• Service request submission
and interaction management
• File attachment
• Skill-based routing through
Siebel Contact center
• Keyword and faceted
product search
Advanced Search
4
Help Customers Help ThemselvesReduce Service Costs
Multi-Channel
Integration
• Chat
• Service request notes
• Customer account,
active SR, recently
viewed KM
documents visible to
agent
• Recorded chat
sessions saved.
Proactive URL Push
• Robust co-browsing experience
Advanced Chat
4
Make Margin Matter5
“…companies need to manage the profitability of individual
customers and transactions with greater precision, develop
richer insights into their customers‟ changing needs and price
sensitivities...”
McKinsey Quarterly, September 2008
Make Margins MatterPrice & Order Management Solutions
Consistently introduce new products and prices more quickly & effectively across channels
– Recommend and enforce optimal prices – analytics-driven deal management ensures the optimal price on every deal
– Expose Siebel Customer Order Management capabilities to various channels - utilize out-of-the-box web services
– Address promotion and customizable product scenarios– leverage enhanced promotional capabilities
CRM
5
Oracle Deal Management5
Conserve Cash6
Conserve Cash
• Upgrade
• Consider On Demand
6
Siebel 8.1.1TCO savings with every release
red
uced
co
sts
7.7/7.8 to 8.1
73¢
57¢
49¢
7.5 to 8.1 7.0 to 8.1
6
Siebel CRM Oracle Social CRMOracle CRM On Demand
Oracle CRM Solutions – Complete CRMTransact, Analyze, and Engage
Integration (AIA)
Comprehensive Functionality
Deep Industry Support
Highly Customizable
•Feature-Rich SaaS Offering
•Easy to Use
•Fast to Deploy
•Highly Task-Focused
•Foster Collaboration
•Increase User Productivity
6
5 CRM Imperatives for Lean Times
1. Keep your Customers Close
2. Drive Experiences Users Crave
3. Go Where Your Customer Are
4. Help Customers Help Themselves
5. Make Margins Matter
6. Conserve Cash
44
More Oracle Siebel Results
33% increase in customer retention. Revenue increases of 3 to 5%. Costs and cycle times down. Response rates up 76%.
700 MRM users worldwide. Planning cycles reduced from 4 to 6 months. Increased alignment and visibility.
3,500 MRM users worldwide. Increased pipeline by 160% or $1 billion.
6% increased in trips by high value customers. $12 million per year cost savings.
26% incremental business than control groups
www.spinnaker-nt.comDusan Glisic, Executive Manager
Business Solution Center