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Socially Enable Your Enterprise for Success
John Nolt Senior Director, Product Management
April January 2013
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Safe Harbor Statement
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.
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Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12
As of October 2012, Facebook had more than 1 Billion active users.
One fifth of all time spent online is spent on social platforms.
(#1 online activity)
Social is the Dominant Global Connector for Customers Today with Skyrocketing Engagement
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Of all uses for a mobile phone, making a call only ranks
Mobile is the Catalyst for Social Lifestyle Adoption The Anywhere and Everywhere Connected Lifestyle
Sources: Pew Internet Research, O2 Mobile Usage Study (June ‘12); comScore MobiLens (3 month average ending Dec. ‘11)
5th.
Social Media is 2nd.
62% UK Smartphone user access; Over 1 Billion Worldwide.
Top Mobile Social Activities: #4 – Reading posts from brands
24% of eCommerce will be transacted by mobile device by 2017.
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Sources: Burson-Marsteller/Vision Global Social Media Checkup ‘12, June ‘12; Consumer behavior study on Twitter conducted by Constant Contact®
The Customer Conversation is Happening Customers Expect Social to Power the Customer Experience
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• Facebook • Twitter • Google+ • LinkedIn • Tumblr • Pinterest • Instagram • YouTube • Mixi (Japan) • Renren (China)
….
ENTE
RPR
ISE
CO
NSU
MER
CHANNELS
• Social Marketing • Social Publishing • Promotions • Games • Gadgets • URL Shorteners • Advertisements • Applications • SEO • Curation
….
ENGAGE
• Multi-Channel • Monitoring • Listening • Response Management
• Workflow • Content Sharing • Commerce • Communities • Correlation
….
ORCHESTRATE
• Social Data • Social Scoring • Sentiment Analysis • Influence Analysis • Inferences • Graph Analysis • Thematic Extraction • Social Analytics • Enterprise Correlation
….
SOCIAL PERFORMANCE
Multiple niche technology providers in each category leading to a Fragmented Social Relationship with your customers, partners, employees
Social Landscape Highly Fragmented Tools to Reach Audience on Multiple Social Channels
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By 2017 the CMO will Spend More on IT
than the CIO. -Gartner Study, Jan. 2012
Oracle #CloudWorld
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Social Landscape Businesses Must Adapt…Innovate
Historically Today’s Reality
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Oracle Cloud
Application Services
Platform Services
Social Services
Common Infrastructure Services
Unmatched Breadth, Depth and Choice
Build new or seamlessly extend existing investments with Cloud
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Social Relationship Management
Socially Enable Your Enterprise
Social Powers Your Customer Relations
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Oracle SRM Suite of Products Complete, Integrated, Enterprise Grade
Social Network Social Engagement and Monitoring
Social Data Social Marketing
Common Infrastructure Services
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Social Engagement and Monitoring Listen and Engage
• Understand what is important to your customers
• Engage with your customers across relevant channels
• Auto-categorize signals and take action for appropriate business functions • Route a satisfaction problem to a customer service agent • Send candidate interest to a recruiter • Send a lead to a sales rep
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Social Marketing Build Brands on Social
• Establish, build and grow brands via Social Media • Easily create and update engaging Facebook apps • High flexibility with wide range from out-of-the-box modules
to bespoke custom apps
• Increase customer relevance across paid, owned, and earned media
• Integrate social seamlessly to your traditional marketing channels • Measure campaigns across traditional and social channels • Track leads from social media • Measure lifetime customer value
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Establish view of customers across channels
Establish strategy for social big data – feeds, tweets, updates and comments across social channels, internal applications and social collaboration
Analyze structured data for business intelligence
Mine big data for patterns, inferences, viable hypotheses
Note: This has not been launched yet.
Social Data
Consolidate Business and Social Data
Multi-channel Customer Data
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Social Network Internal Collaboration
Feeds: Capture & Merge Business Application and People Feeds
Share: Collaborate using Conversations, Real-Time, & Document Sharing
Social Graph: Capture Social Graph & make it programmable (API access)
Blend: Enterprise Social with crowd-sourced social insights
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Roadmap: Social Relationship Management
SM & SEM integration into a single, powerful platform – World’s leading listening platform; enhanced analytics across more networks – Unified workflow across all social products
Integration with RightNow to enable for Service solutions Enable CRM integrations (Fusion CRM, Siebel, CRM on Demand) Enable commerce (ATG integrations) Global availability and localization support in 32 languages Mobile applications for publishing and community management Orchestrate social data with Oracle enterprise applications
SM & SEM Single Platform Integration; Enterprise Application Solutions
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SRM Integration with Enterprise Applications Leverage your existing Oracle investments
Social Selling & Marketing
Social Commerce Social Customer Service Social Recruiting
Social Relationship Management Platform
Commerce Service HR/Talent SFA/ Marketing
Source to Lead Source to Customer Source to Incident Source to Recruit
Social Marketing
Social Marketing
Social Engagement & Monitoring
Social Marketing
Social Engagement & Monitoring
Social Engagement & Monitoring
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Social Integration with Oracle CRM Social leads, unified consumer profile & cross channel campaigns
CY 2013
Social Marketing
Social Engagement & Monitoring
Oracle CRM
User Profile Data
Social Leads
Siebel CRM Fusion CRM
CRMOD
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Social Integration with Oracle Commerce Social product catalog activation and checkout
CY 2013
Social Marketing
Oracle Commerce
Shopping Cart Checkout
Product Catalog Selections
ATG Commerce
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Social Integration with Oracle Service Social customer support request routing
CY 2013
Social Engagement & Monitoring
Oracle Service
Response from Central support team
Social Support Requests
RightNow Siebel Service
CRMOD
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SRM Development Solutions
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Social Marketing Tabs Development Basic Development Tools
Self-serve Styling – Page Layout – Backgrounds – Headers – Borders – Fonts
Custom Modules – Flash module – HTML module – iFrame module
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Social Marketing Tabs Development Intermediate Development Tools
Customized CSS (cascading style sheets)
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Social Marketing Tabs Development Custom Skin Examples
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Social Marketing Tabs Development Intermediate Development Tools
Brand Templates Group Templates
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Social Marketing Tabs Development Global Implementation Example
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Social Marketing Tabs Development Advanced Development Tools
JSON Module JQuery Plugins Liquid Template
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Social Marketing Tabs Development JSON Example
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Social Marketing Tabs Development Advanced Development Tools
Tabs Developer Toolkit Developers can create new modules
(aka “Snippets”) Configuration Template Render Template Used to create our Pinterest,
Instagram, & Spotify modules
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Social Marketing Tabs Development Pinterest Example
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Social Marketing Tabs Development Instagram Example
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Social Marketing Tabs Development Deployment Options
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Social Marketing Tabs Development Analytics
Real-time analytics for: – Individual tabs – Groups of tabs – Individual modules
Breakdowns by: – Canvas views – Page views – Embedded views – Mobile views – Day & time
Web analytics integration
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Oracle’s Innovation Agenda Embrace, Adapt, Innovate, Learn & Succeed
Oracle’s Enterprise Customers
390,000 clients 185 countries
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Join the Conversation
@OracleCloudZone #CloudWorld, #OracleCloud
www.facebook.com/OracleCloudComputing
Try now: cloud.oracle.com Learn more: oracle.com/cloud
https://blogs.oracle.com/cloud
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