The document discusses Oracle CRM On Demand and Oracle's Social CRM applications. It provides an overview of new features in Oracle CRM On Demand Release 17, including enhancements to usability, branding, forecasting, and partner relationship management. It then demonstrates Oracle's Social CRM applications, which are designed to increase sales user productivity through tools for lead generation, sales campaigns, and shared sales content libraries.
1. Oracle CRM On Demand
Marco Bordieri
Principal Sales Consultant – Oracle CRM On Demand
2. 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 <Insert Picture Here>
• Novità della Release 17
• Social CRM Application
Copyright 2010 Oracle. Confidential, all rights reserved.
3
4. 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)
Copyright 2010 Oracle. Confidential, all rights reserved.
5. 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)
Copyright 2010 Oracle. Confidential, all rights reserved.
6. Oracle’s Commitment to On Demand CRM
Enterprise Grade CRM On Demand
Copyright 2010 Oracle. Confidential, all rights reserved.
7. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
8. 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.
Copyright 2010 Oracle. Confidential, all rights reserved.
9. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
10. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
11. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
12. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
14. Oracle Mobile Sales Assistant
per BlackBerry… … e iPhone
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15. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
16. Perchè CRM On Demand?
• OpEx e non CapEx = Costi Prevedibili
• Basso TCO e Rapidità di Deployment
• Rapido ROI
• Agile
Copyright 2010 Oracle. Confidential, all rights reserved.
17. Demonstration:
Oracle CRM On Demand
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18. <Insert Picture Here>
CRM On Demand
Release 17
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19. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
19
20. 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.
22. 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.
23. Demonstration:
Usability
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27. Themes & Branding
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28. 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.
29. Demonstration:
Branding
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34. 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.
35. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
36. Demonstration:
Forecasting
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37. Opportunity Team Split % and Revenue
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40. 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.
41. 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)
Copyright 2010 Oracle. Confidential, all rights reserved.
44. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
46. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
47. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
48. 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
Copyright 2010 Oracle. Confidential, all rights reserved.
49. Link utili
CRM On Demand:
WWW.CRMONDEMAND.IT
informazioni, documentazione,
demo, seminari, iscrizione alla prova
gratuita di 30 giorni
Social CRM:
WWW.SALES.COM
Copyright 2010 Oracle. Confidential, all rights reserved.
