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.
Copyright 2010 Oracle. Confidential, all rights reserved.
3
Agenda
• Oracle CRM On Demand
• Novità della Release 17
• Social CRM Application
<Insert Picture Here>
Copyright 2010 Oracle. Confidential, all rights reserved.
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)
Copyright 2010 Oracle. Confidential, all rights reserved.
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)
Copyright 2010 Oracle. Confidential, all rights reserved.
Oracle’s Commitment to On Demand CRMEnterprise Grade CRM On Demand
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
•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
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
Business Intelligence, alcuni esempi
Copyright 2010 Oracle. Confidential, all rights reserved.
Oracle Mobile Sales Assistant
… e iPhoneper BlackBerry…
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
Perchè CRM On Demand?
•OpEx e non CapEx
•Basso TCO
•Rapido ROI
•Agile
= Costi Prevedibili
e Rapidità di Deployment
Copyright 2010 Oracle. Confidential, all rights reserved.
Demonstration:Oracle CRM On Demand
Copyright 2010 Oracle. Confidential, all rights reserved.
<Insert Picture Here>
CRM On Demand
Release 17
Copyright 2010 Oracle. Confidential, all rights reserved.
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
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
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
Usability
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
Demonstration:Usability
Copyright 2010 Oracle. Confidential, all rights reserved.
Copyright 2010 Oracle. Confidential, all rights reserved.
Copyright 2010 Oracle. Confidential, all rights reserved.
Copyright 2010 Oracle. Confidential, all rights reserved.
Themes & Branding
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
Demonstration:Branding
Copyright 2010 Oracle. Confidential, all rights reserved.
Copyright 2010 Oracle. Confidential, all rights reserved.
Copyright 2010 Oracle. Confidential, all rights reserved.
Copyright 2010 Oracle. Confidential, all rights reserved.
Forecasting
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
Demonstration:Forecasting
Copyright 2010 Oracle. Confidential, all rights reserved.
Opportunity Team Split % and Revenue
Copyright 2010 Oracle. Confidential, all rights reserved.
Forecasting Analytics
Copyright 2010 Oracle. Confidential, all rights reserved.
Partner Relationship Management
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
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)
Copyright 2010 Oracle. Confidential, all rights reserved.
<Insert Picture Here>
Social CRM Applications
Copyright 2010 Oracle. Confidential, all rights reserved.
Social CRM Directives
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
Sales Prospector
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
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
Copyright 2010 Oracle. Confidential, all rights reserved.
Link utili
CRM On Demand:
WWW.CRMONDEMAND.ITinformazioni, documentazione,
demo, seminari, iscrizione alla prova
gratuita di 30 giorni
Social CRM:
WWW.SALES.COM