Jerry Held

1
(No Transcript)
2
From Lead to Lifetime Loyalty 11i Sales
and Marketing Overview - NCOAUG August 28, 2000
Pat Peschel CRM Sales Consultant
3
Oracle CRM Solution

• 100 Pure Internet
• 360 Degree View vs. 360 Degree Capture
• Broadest CRM Suite Available
• Trading Community Architecture
• Service / Call Center
• Multi-Currency / Multi-Language
• Suite vs. Kit
• Strategic vs. Tactical

4
Customer Information is Everywhere
Information silos abound.
5
Oracle E-Business Suite
Business Intelligence
Travel Management
Marketing
Sales
Service
Strategic EnterpriseManagement
Supply Chain
Internet Procurement
Financials
Human resources
Projects
Common Application Architecture Schema
eBusiness Platform
6
Oracle CRM E-Business Suite
MarketingIntelligence
SalesIntelligence
CustomerIntelligence
Call CenterIntelligence
Marketing
Sales
Service
Interaction Channels
CRM Foundation
Common Application Architecture Schema
eBusiness Platform
7
Marketing Automation GoalClosed Loop Customer
Management
Promotions
Channels
Budgets
8
Sales Automation GoalClosed Loop Customer
Management
Demand Generation
New Strategies
Customer Intelligence
Lead Management
Customer Life Cycle
Opportunities
Compensation
Proposals, Quotes
Orders
9
Service Automation GoalClosed Loop Customer
Management
Service Request
Analysis Planning
Verify Coverage / SLA
Debrief
Schedule
Upsell / Crossell
Dispatch
Resolve
10
Oracle CRM E-Business Suite
Call Center Intelligence
Analytical Applications Business
Applications Interaction Channels CRM Foun
dation E-Business Foundation
Marketing Intelligence
Sales Intelligence
Customer Intelligence
Marketing
iStore
TeleSales
Sales Online
iSupport
Field Service
Depot Repair
Contracts
Scheduler
iMarketing
MES
iPay
Sales Comp
Field Sales
Customer Support
Mobile Field Service
Spares Mgt
Service Contracts
Collections
Call Center Telephony Manager Scripting
Email Center
Web
Mobile
Universal Work Queue
Resources
Territories
Assignment Engine
Tasks
Notes
Calendar
1-on-1 Fulfillment
Order Capture
Product Catalog
Interaction Blending
Order Capture
Common Application Architecture Schema
E-Business Platform
eBusiness Platform
11
Oracle Marketing Automation Suite
Marketing Intelligence
iMarketing
MarketingOnline
Marketing Encyclopedia
12
From Leads to Loyalty to Life Time Value

• Use Oracles Marketing Suite to
• Intelligently target prospects andgenerate the
  best leads
• Offer the right products services at the right
  timeto induce maximum loyalty
• Analyze marketing programsovertime to optimize
  customerlifetime value

13
Intelligent Prospect Identification and
Interaction Provides Superior Leads
14
that are Converted to Loyal Customerswith
Right Offers at the Right Time through the Right
Channels.

15
Using True Closed-Loop Marketing ...
Oracle Marketing Encyclopedia
Oracle iMarketing
Creative Development
Product/OfferDefinition
CALLS
Outbound
Web
BudgetAllocation
Execution / Fulfillment
OracleMarketing Online
Direct
CALLS
Response/Order Mgmt.
Segmentation/Pre-Analysis
BRCs
ROIAnalysis
Web
Inbound
Oracle Marketing Intelligence
16
Oracles Marketing 11i SolutionWhat are the
Components?
Components
Features
OracleMarketing Online
Supports full cycle campaign planning and
management Supports multi-channel execution
capabilities
1
OracleiMarketing
Converts On-line Leads into Buyers Manages
Real-Time, Targeted, Web Promotions from Creation
to Close of Sale Manages Affiliate Links Garners
Customer Intelligence Based on Web Interactions
2
OracleMarketingIntelligence
Measures, Monitors and Manages Marketing
Performance Provides Easy Access to Customer and
Business Information Leverages Enterprise-wide
Information
3
Oracle Marketing Encyclopedia
Delivers Consistent Marketing Messages Across
Your Business Simplifies Collection and Delivery
of Custom Content Provides specific content to
sales for improved customer relations
4
17
Oracle Sales Automation Suite
Sales Intelligence
iStore
SalesOnline
Mobile Field Sales
TeleSales
Sales Compensation
iPay
18
Oracle Sales
An Integrated Solution for Multiple Audiences
Tele-Agent
Field Sales Reps
Sales Execs
OracleSales
Sales Admin
Customers
Resellers / Distr
19
Co-ordinated Sales Channels generate more revenue
Optimizedcustomer experience shorter sales
cycle
20
Oracle SalesDesigned for Different Users
TeleSales Agent Share field and tele-agent
information Link marketing campaignsto telesales
functions
21
Oracle CRM Will Unify Your Channels
22
End-to-End CRM
Know who your customer really is.

• Integrated with business processes
• Single source of customer information
• Unified interactions with all customers

23
(No Transcript)