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CRM@Oracle – Customer 360

Deepak Gupta Eve Milrod Halwani Sirish Bindal

Vice President Senior DirectorDirector

CRM Systems Sales SystemsCRM Analytics

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.

Oracle Corporation

Solutions Offerings• Oracle Database

• Oracle Fusion Middleware

• Oracle Applications

• Oracle Services

Information Technology• Four major IT Functions

1. Applications2. Development 3. Traditional 4. On Demand

About Oracle

•US$23.3 billion in revenue for fiscal year 2009

•More than 345,000 customers worldwide

•More than 21,000 partners

•85,000 employees, including:

•30,000 sales & marketing

•7,500 support

Global CRM Single Instance

• 1.5M Accounts• 18M Contacts• 24M Prospects

30,000 Internal users

• 47M Marketing Responses• 17M Sales Activities• 18M Marketplace Accounts

85,000 Territory Lookup users

200,000 Partner users

Partner Portal

145 Countries

10 Languages

Objective

• Global, consistent, streamlined, and scalable campaign to opportunity to quote processes

Approach• Go Native – Go Fast• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI

Global CRM ImplementationOptimizing Our Go-To-Market

Sales

Customer Data

Marketing

Partners

Global CRM Single Instance Ecosystem

Implementation planned

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CRM@Oracle – Customer 360

Deepak Gupta Eve Milrod Halwani Sirish Bindal

Vice President Senior DirectorDirector

CRM Systems Sales SystemsCRM Analytics

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Sales Business Cycle

Global

CRM

Siebel Mktg/Call CenterSales Campaigns

Marketing and Sales CampaignsGlobal Executive Campaigns

Lead DevelopmentTerritory Assignment

Siebel Sales/Call CenterOpportunity ConversionOpportunity Prosecution

QualifyConvertMature

“System of Record”

Siebel Sales/Call Center Forecast

Prime and Co-Prime (Shadow) Rep and Manager Judgment

“System of Record”

CRM Analytics (OBIA) Performance

In-Line and AnalysisForecast Judgment Sales Effectiveness

Sales Business Cycle

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CRM@Oracle – Customer 360

Deepak Gupta Eve Milrod Halwani Sirish Bindal

Vice President Senior DirectorDirector

CRM Systems Sales SystemsCRM Analytics

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Customer 360

Customer 360 in GCMWindow into Consolidated Information in “My” Territory

AccountResearch

Target Prospects

Installed Base

CustomerInsight

Customer Intelligence & ProspectingAll in One Place in GCM

Solution

Landscape

Marketing

Intelligence

Whitespace

Upsell

Self Service Sales Campaigns

Customer Insight (CRM, ERP, Support)

Value Proposition

Target Audience• Sales Reps and Sales Managers

Benefits• Consolidates information in one place in GCM• Present one-face to the Customer• Blends Oracle interactions and third party data• Secured by “My Territory”

How it Works• Embedded Analytics within GCM • Extensible platform to continue expanding information

sources

Marketing Sales

Finance Support

Data ConsolidationUsing Embedded Analytics

Customer

360

Self Service Sales CampaignsCreated by a Sales Rep to Target Customers in their Own Territory

Target Customers based on Attributes

Create Personal Sales Campaign

Targeted Customers show

up as Leads

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CRM@Oracle – Customer 360

Deepak Gupta Eve Milrod Halwani Sirish Bindal

Vice President Senior DirectorDirector

CRM Systems Sales SystemsCRM Analytics

Consistent & Familiar Siebel UIIn GCM being used by Sales Reps for Opportunity/Forecast

Solution Landscape

Sales & Installed Products InsightBlending CRM, ERP & Support Information

For More Information

search.oracle.com

or

sales.oracle.com

CRM Analytics