1. Customer Centricity approach to maximize sales effectiveness Sandro Mora (4Cust Reply)

2. Customers are finding more options and ways to evaluate companies. Today, more than in the past, companies are competing for customers. Customer satisfaction is a must for company's success. In this scenario organization have to listen, know, understand and support customers in order to favourbrandness. Oracle CRM On Demand solution supports customer centricity approach providing powerful and flexible tools to empower customer relationship allowing a Customer Experience aligned with new Customers expectation. Intro

3. Agenda Customerevolution Marketevolution CustomerCentricapproach on Premisesvs. on Demand Oracle CRM on Demandevolution CRM on Demandverticalizations CRM On Demandas a customercentric service Business case: TBS Group

4. Consumer map Dynamic Social Internet & Tech Modern Open tonew Technological Lazybones No technology No culture investment in the purchasing process Traditional Industrious Senseof duty Insecure Standard channels Loyal Traditional channels

5. Customerevolution 58% is the internetpenetration in Europe.

6. Consumer habits Il 62% of the usersuses internet togetinformation aboutproductsthey are interested in. Productapproachtendences: Female: internet sites & blogs. Male: Price comparison& shopping tools.

7. Consumer habits Butalso on social networkbrandsreachescustomer and vice-versa. Facebookisnotonlypopoular. It’s the social network whereyousurf the most.

8. Social network & brands NodesofFacebook net: people and interest groups. Facebook: the top ten brandpagesisallincluded in the top 130 overallpages. Brandshave a quiteheavypresence on Facebook.

9. Social network & brands Twittertagsearch. #vodafone….

10. B2B searchengines: Business.com BusinessWeek Jayde Zibb GlobalSpec Linkedin Business customerhabits AlsoBusinesscustomerstartsfromgenericsearchengines, butuses in additionspecific B2B searchengines and specificindustrysites. Thesetoolstogetherleadto a complete knowledgeof the market.

11. Market evolution Business Consumer Betterknowledge Contactingsemplified ReacttoCompetition Building customer loyalty,brandness Enhancing partnership

12. CustomerCentricApproach Whyis Coca-Cola so popoular on Facebook? Pageis open to the estimators. Direct B2C communication. Customerdrivencontent. Contents download forestimators. Informationgathering: consumer profiling.

13. Collectinginformation. Valueto information: Pro-activesolutions Pro-active marketing Salesforcetools the right information at the right time Customer-drivenprocesses Adaptationtocustomerneedsinstead of the old"engage-present-close” Maximizeone-to-onerelatioships. Enhance B2B & B2C collaboration ValuetoCustomerExperience CustomerCentricApproach It’s allaboutrelatioship and informationsharing

14. Oracle CRM On Demand WhatisOracle CRM On Demand? Howdoesit help supportingCustomerCentricity? SaaSCustomerRelationshipManagement system Comprehensive sales, marketing, and service solutions out of the box: marketing sales salesforce support customer sevice …

15. On Premises vs. On Demand VS.

16. On Premises vs. On Demand - costs On Demand On Premise 27 month Breakeven 6 month Breakeven ROI ROI Source: Gartner, Customer Surveys Value to Customer Risk Risk Time Time Go Live ~ 12 Months Go Live ~ 6 Weeks Investimento Elapsedtoreach Go Live: On Demand ≈ 1/9 On Premises

17. On Premises vs. On Demand – project approach InitialRequirements are lessvinculating Customer can experimentwithouthugerisk. Customer can easilyenhanceits CRM application Customer can easilybuilttheirownCRM-IT office. Projectflexibilityenablescustomercentricity

18. On Demand vs. On Premises– project approach Feasibilityanalysis Acceptance test Requirements definition Functionalanalysis Technicalanalysis System Building On Demand - Project steps pipeline On Demand project approachallowsalessstrictproject approach: It’s possibletofrequentlyreview the applicationgrowthwith theuser in ordertobetter goal hisexpectation.

19. Oracle CRM On Demand Evolution

20. Oracle CRM On Demand Features Salesforce support all the customerhisoryaccessible in a view. Customerissues Previousinteractions Partners Importantdocuments & presetations Competitors Activecontracts Expiringcontracts Aware & pro-activecustomercommunication

21. Oracle CRM On Demand Features Marketing “leveraging best-in-class end-to-end marketing automation solutions” AutomatedLeadAssignement Leadqualificationtools Campaign management marketing effectiveness

22. Oracle CRM On Demand Features Business Intelligence Oracle CRM On Demandincludes a complete BI suite: Analytics. Completelyintegratedwithin the application.

23. Oracle CRM On Demand Features Reportingaccess: from management tosalesforce

24. Oracle CRM On DemandFeatures Integration Built-in web servicesaccessiblefromallover the world. Integrationqueues Mash-up Dynamic web links Web portal Contact update std. Web service Assetinsert std. Web service Oracle CRM OD

25. Oracle CRM On DemandFeatures PRM Partner Relationship Management Controloverindirectsaleschannels Maximizecollaborationwithpartners on leads Opportunity & fundsrequests Collaboration on Service Requests

26. Oracle CRM On Demanditselfisanexampleofcustomercentricapprocach. Oracle CRM On Demand: customercentric service Interestedcompanies can easilygetthemselves an account for free, and begindeveloping. Everyusercan getsupportfromMy Oracle Support User can express “enhancmentrequest” accordingtotheirneeds. Technological partner can easilybuilddemos

27. TBS Group is one of the leading European companies providing services for the public and private health sector. Case study: TBS Group Clinical EngineeringProvision of outsourced and integrated managing and maintenance services for all systems and technologies in the health field e-Healthwith medical IT, telecare and telemedicine services. Operates in 12 countries: Austria, Belgium, France, Germany, England, India, Italy, the Netherlands, Portugal, Saudi Arabia, Serbia and Spain.

28. Case study: TBS Group BEFORE no centralizedcustomer database, no formalizedopportunity management. Leadtocustomerconversionwasnottracked. Customer database Excel based.

29. Case study: TBS Group Effort < 40 ggu Oracle CRM On Demand platform supports sales and sales force. Detailed callfortenders management Back & Front office interaction Mobile access Basic BI reporting Control over competitor expiring contract Multilanguage Pre-recorded Leads

30. Case study: TBS Group TBS – Oracle CRM On DemandEntityRelationshipDiagram User entities and Oracle entities in parenthesis. Focus is on opportunity & competitor related records.

31. Case study: TBS Group Centralizedcustomerinformation Analyticsavaiabletosalesforce Market share analysis Pipeline effectiveness Won & looseopportunities Geographicalanalysis, Timeanalysis Customercategoryanalysis Mettere a disposizione una piattaforma di s. crm che cvonsenta agli agenti di confrontarsi e condividere esperienze. Piattaforma di social crm già messa a disposizione da O.

32. Q & A Thankyou

33. Sandro Mora – 4CustReply s.mora@reply.it Contact