Marketing/Loyalty

SFA

SelfService

PRM

IncentiveComp

Order Mgmt

eBilling

Call Center

FieldService

Procure Implement Integrate

Test Use

It is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them.

Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers.

CRM software is used to support these processes; the software system can be accessed, and information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.

Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

12.04.233

BenefitsCustomer FocusCustomer retentionShare of customerLong-term profitability

CostsInfrastructure investmentsProcess change

CostsPrivacy Opportunity

BenefitsContinuityContact touch pointsPersonalized serviceEnhanced satisfaction, safety

Organization

Customer

Lifetime value of the relationship

Exhibit 1.2 Zikmund

SalesIncrease the productivity of your sales team with Oracle CRM On Demand’s streamlined set of tools to automate, simplify, and manage customer information.

ServiceImprove customer satisfaction with consistent, up-to-date information that can be accessed across your organization from the prebuilt hosted contact center.

MarketingIntegrated solutions for executing and analyzing marketing and advertising campaigns.

Call CenterA hosted multichannel support application that can be rapidly and cost-efficiently deployed and integrated with Oracle, PeopleSoft, and Siebel applications.

AnalyticsPrebuilt data warehousing that enables you to utilize both real-time intelligence and deep historical and comparative trend analyses.

MobileImproved accessibility to vital customer information for sales professionals on the road with a task-based application that allows anytime, anywhere access to customer information.

IntegrationWeb services support and prebuilt integration to Oracle business applications.

Complete SolutionTake advantage of Oracle CRM On Demand’s complete solution, and you can optimize sales, marketing, and service operations to maximize your CRM.

Ensuring Value :: CRM OnDemand

Embedded Analytics withBuilt-in Data Warehouse

Customization, Integration & Extensibility

World-Class, Single-VendorHosting Infrastructure

Industry-specific CRM

Sales Marketing Service

Oracle EBSOracle EBS SiebelSiebel JDEJDE

Products Register Outlook Integration Off-line version (for low

bandwidth) Web Services Sticky Notes Attachments Search Full CRM with limited bandwidth

requirements

Lead management Deal/Opportunity Management Activity and Interaction tracking Sales Teams Mobile Sales Assistant (extra option)

Service Request management Assignment Escalation Solutions Service teams Easily integrated with CTI

Campaign planning Simple Budgeting Success Tracking Execution Email Campaigns

(extra option)

Over 250 pre-built reports Interactive Dashboards Drillable Editable User Specific

But now the internet is considered as a true media support, and this new support gave birth to the hosted CRM Solution, backed by technology to enhance the user experience. The Advantages of Oracle CRM On Demand :

Reduction of Implementation time (weeks not years) Reduction of User Adoption costs (change

management) Reduction in IT Investment  (no hardware investment) Stable Subscription fee/per month/per

user (management of costs) Access to the power of the Analytics Tool (business

analytics) Ease of integration with your existing Information

System (standards based integrations)

If you have 10 million customers, and each customer has a lifetime value of $1,000.00. What would be the lifetime gain of reducing attrition by 10% from its existing level of 9% at the customer level?

- 9% of 10 million customers 900,000 customers are attriting- 10% of 900,000 is 90,000 customers.

- If we save 90,000 customers, the benefit on lifetime value to the corporation will be

90,000*$1000 = $90 million

VendorDeployment

Options Target Market Key Reasons To ConsiderAplicor SaaS Mid-Market

Enterprise• Same MS technology stack, but a much 

   easier to use interface

• Balanced strength in all modules

• Service Level AgreementsEpicor On Premise SMB Market • Large mid-market share

• Strong consolidation and inter company 

   processing featuresMicrosoft Dynamics CRM On

Premise/SaaSSmall to Enterprise • Both deployment options available

• Strong Sales functions

• Easy to use, basic marketing functionsNetSuite SaaS SMB Market • Integrated SaaS CRM and back office 

  solutions

• Good SFA functionality through order 

   processingRightNow SaaS Mid Market • Strong in Customer Support

• Industry leader in SaaS Self ServiceSageCRM On

Premise/SaaSSMB Market • Both deployment options with

comparable 

Footprint to MS CRM

• Large SMB market share

Salesforce.com SaaS Small to Enterprise •SFA functionality is strong

     •AppExchange catalog of third party solutions is large

Oracle Application Integration Architecture (AIA)ORACLE FUSION MIDDLEWAREOracle Application Integration Architecture (AIA)ORACLE FUSION MIDDLEWARE

CampaignMgmt.

OrderFulfillment

Account/Opportunity Mgmt.

OrderCapture

LeadMgmt.

AR/Financials

ADDITIONAL INFORMATION

Do you need CRM? What questions you should ask?

12.04.2318

Does your company serve to multiple customers?Do customer service, sales, marketing and management need customer data and do they have access to the same customer data?Does your marketing department segment and do targeted campaigns?Is the customer needs and wants a priority for your company?Does your company have a high customer “churn” rate. Is employee compensation linked to customer satisfaction?

DiscussionDiscussion

Striking a balance in how they use resources to market to the most valuable consumer segments; 

Distinguishing themselves through customer interactions that support a branded customer experience; 

Pumping up sales productivity by mapping processes to new technologies;   

Setting sales goals and establishing rewards for meeting them; compensating the sales team consistently;   

Narrowing the gap between customer expectations and the actual service experience;

Using analytics tools to gain a deeper understanding of the actual intentions of customers in their own words

SAAS concept was brought by salesforce.com

Oracle acquired seibel in 2006

SiebelCRM

CRMOD

OracleCRM

PSFTCRM

JDECRM

Industry Applications

OtherCRM..

Application Integration Architecture

CRM 2.0 Applications (Fusion-Based)

Fusion Middleware

1993 1995 1996 1997 1998 1999 2000 2001 2002 2003

500 4,000 20,000 60,000200,000

600,000

1 M

1.3 M

2.17 M

SiebelSystemsFounded

Enterprise-ClassSFA

Mobile SFA

IntegratedSales and Customer Service

Integrated CRM

Industry-Specific CRM

MultichannelCRM

Best Practices CRM

Analytics, Standards-Based Integration

CRMOn Demand

2004

3.0 M

CRM for Everyone, Enterprise BI

2005

5.0 M

Customer Adaptive CRM

2006

5.6 M

Proactive CRM

• 13 years CRM experience• $1.8B CRM Research & Development• Analyst acknowledged leadership• 5M+ live CRM users• 20+ industry solutions

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