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Oracle Life Sciences. Customer Engagement Strategy and Solutions. September 29, 2014. Today’s Agenda. Introductions Oracle’s Customer Experience Vision, Strategy Life Sciences Customer Challenges Oracle Life Science Customer Engagement Solutions Additional Life Science CX Sessions. - PowerPoint PPT PresentationTRANSCRIPT
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Oracle Life SciencesCustomer Engagement Strategy and Solutions
September 29, 2014
Oracle Confidential – Internal/Restricted/Highly Restricted
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Safe Harbor StatementThe 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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Today’s Agenda
1 Introductions
2 Oracle’s Customer Experience Vision, Strategy
3 Life Sciences Customer Challenges
4 Oracle Life Science Customer Engagement Solutions
5 Additional Life Science CX Sessions
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social
mobile
y-gen
self discovery
buying
learning
targets
choice
value
expectation
information
Your Customer has
CHANGED
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Customer Advocacy
That requires …Change in a company's culture to supportcustomer-focused marketing, sales and service
andAlignment of goals to the customer vs. department or channel
And starts with…Outside-in focus on the customer’s experience
Specialized set of interactions where companies focus on what’s best for customers
What implications does this have for your business?
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How Customer Advocacy Has Affected Us
86%CUSTOMERS TAKE CONTROL
of consumers will pay more for a better customer experience
1% of consumers feel their expectations for a good experience are met
89% of consumers switched to a competitor after a poor experience Mass media Internet/1:1 Social/Mobile
The Power of Your Voice
Customer’s
Power
& Choice
Source: RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive
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Still, doing this well results in revenue upside
$1.6 billionwireless service provider
$1.4 billionairline
$729 millionhotel chain
$ 825 millioncredit card provider
Source: Forrester, “The Business Impact Of Customer Experience” (March 2014)
Growth(indexed)
Years5 10 15 20 25
100
200
300
400
500
Loyalty Leader
Average
How is Net Promoter Score℠related to growth?
Source: Bain & Company: How is Net Promoter Score℠ related to growth?
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But statistics indicate there is progress to be made
of execs say customerexperience is critical
to their business advantage
are just getting started with a customer experience initiative
consider their customer experience initiative to be advanced
97%39%
20%Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)
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Life Science and Medical Device Stats
HCP’s worldwide start their research on-line before talking to a company representative. 75%
Of HCP’s own a tablet. Some are even prescribing Apps.
66%Of HCPs prefer to get information online. Only 20% prefer to get info from reps – down 7% from last year.
58% of adults use the internet to find Health Information.
http://www.informationweek.com/healthcare/mobile-and-wireless/doctors-prefer-online-drug-info-to-rep-visits/d/d-id/1112924 - Cap Gemini poll
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Life SciencesCompany
BRAND
Life Sciences in the Past
Medical Professional
LessRegulations
Large Sales Forces
Abundance of new brands on
the market
Aggressive Go To Market
Sales Rep per
Brand
Physician choses and prescribes the
best brand
Brand Centric
Direct Influence
Scripted Sales Pitches
Single Source of all knowledge
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Your Doctors Await Personalized & Relevant MessagingCustomers want to receive information that is unique and relevant to their daily lives. In marketing, one size does not fit all.
85% of respondents indicated their company’s personalization maturity as 50% or below
30% of HCPs want more marketing content to be delivered via digital media
20% of HCPs want to receive less information in person
57% of physicians indicated they were interested in using video detailing
*Source: http://www.uk.capgemini.com/sites/default/files/resource/pdf Multichannel_Closed_Loop_Marketing___Digitally_Transforming_the_Life_Sciences_Industry.pdf
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Your Doctors Expect to Interact via Convenient Channels
89% of physicians go online outside of office
hours, while 75 percent go online for professional purposes on weekends
60% search several times a day. Average
physician spends eight hours a week online
71% of physicians consider a smart phone
and internet essential to their practice and critical to their job
*Source: Manhattan Research
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The Patient has a Voice
59% of adults use online resources to obtain health and wellness information
63% of the individuals reported that other individuals suffering from similar disorders had a major role in the decision making about prescription medications
41% resorted to the Web to self-diagnose or self-treat a condition
Patient Opinion Leaders are individuals who are well versed in a disease either as sufferers or care takers of individuals with chronic disorders and share their knowledge on the particular disease with others.
*Source: How America Searches: Health & Wellness
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The Grand Disconnect
Social
Mobile
Sales rep
Call Center
Website
eCommerce
Need > Research > Select > Buy > Use > Recommend
Individual disconnected interactions? or the connected customer journey?
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Oracle Customer ExperienceConnecting Every Interaction Your Customer Has With Your Brand
CUSTOMER BRAND
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Oracle CXComplete Customer Experience Platform
Oracle Marketing
Integrated Customer Experience Foundation
Social Network Mobile Integrations
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
Analytic KPIs & Dashboards
Predictive Analytics
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CompleteModern Marketing, Selling, Commerce, Service, Social apps that empower the customer
Tailored for IndustriesBest Practices for Competitive
Advantage and lower TCO
Insightful and Extensible
1
3
2
4
Drive greater business value deliver pre-built business
processes across silos ModernEmpowered
Customer
Cross-Channel
Extend solution, use Dynamic CX profile and Integrate to the Enterprise
Oracle Customer ExperienceEnabled in the Cloud
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Modern CX Cloud: Personalized
Do More Within Your Cloud. Make It Your Own. Upgrade Safe.
Easily Create New Features & New Applications. Extend SaaS.
Enrich CX Cloud PaaS Tailor User ExperienceSaaS
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Oracle CXMarketing Cloud
Run agile, cost effective campaignsNurture relationships with HCPs / Patients / PayersProvide meaningful digital insights to Sales RepsCRM Agnostic
Oracle Marketing
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
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Oracle CXSales Cloud
Anywhere, anytime, any device, desktop, mobilePowerful integrated analytics Actionable insight and field enablementManage sales performance for all channels
Oracle Marketing
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
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Oracle CXCPQ Cloud
Robust, rules based tools for complex capital equipment or kits
Accurate pricing with complex rules and customer specific pricing
Workflow approvals for non-standard pricing
Oracle Marketing
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
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Oracle CXCommerce Cloud
Drives real-time “unique customer experiences”Always-relevant messaging to HCPs, payers, providers,
patients and caregivers “Self Service”Understand your customer’s wants and needs
Oracle Marketing
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
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Oracle CXService Cloud
Simplified user experience for call center agents and field service personnel
Single knowledgebase for ALL users internal and externalAlternate channels - Click-to-Chat, Self Service, Social
Oracle Marketing
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
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Oracle CXSocial Cloud
Superior listening (Latent Semantic Analysis) Maintain records of interactions for complianceAssign actions to CRM (Sales, Call Center, Marketing)Publish on Social Media (Facebook, Twitter, LinkedIn)
Oracle Marketing
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
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Results Being Realized by World-Class Companies
50%customer response rates to campaign
50%Gain in product
penetration
8 minutesfrom prospect discussion to
signature via iPad5-10X
Faster time to market
40%Drop in tech
support inquiries
Head of Sales
Head of Sales Ops
Head of Commerce
Head of Service
Head of Social
Head of Marketing
$MSaved by preventing
PR crisis
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Oracle CXComplete Customer Experience Platform
Oracle Marketing
Integrated Customer Experience Foundation
Social Network Mobile Integrations
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
Analytic KPIs & Dashboards
Predictive Analytics
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Life Science Customer EngagementOpenworld sessionsLife Sciences Customer Engagement: Transformation in the Real World12:30 PM - 1:15 PM Moscone West - 2014 CON7784
Sales Solutions for Medical Device Companies1:45 PM - 2:30 PM Moscone West - 2014 CON7803
Driving Engagement, Conversion, and Retention in Life Sciences with Oracle Marketing Cloud3:00 PM - 3:45 PM Moscone West - 2014 CON7804
Driving Multichannel Engagement in Life Sciences with Oracle Marketing Cloud4:15 PM - 5:00 PM Moscone West - 2014 CON7812
Modern Customer Service for Life Sciences5:30 PM - 6:15 PM Moscone West - 3001 CON7821