Copyright of CRMIT-© 2012. All rights reserved. Confidential Information

Oracle Fusion CRM:

An Overview

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� Fusion CRM : Design Objectives

� CRM Evolution

� Easy, Effective & Efficient usage of Fusion CRM

� Fusion CRM Components

� Fusion CRM Roadmap

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5: Measure 4: Prototype

3: Design2: Analyze1: Research

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1980s 1990s 20102000

Valu

e

Time

Client/Server Web 1.0 Web 2.0

Contact Contact ManagementManagement

Sales Sales ManagementManagement

SalesSalesProductivityProductivity

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Easy: Faster time to value

– Easy to use: Web 2.0 on Browser, Desktop and Mobile

– Easy to configure: Application, Page, Process & Report Composer

– Easy to deploy: Cloud based SaaS Solution

Effective: Higher win rates

– Know your customers better: Customer Center

– Harness your network and collaborate: Social and Activity Streams

– Business intelligence for sales: Opportunities, Competitors and References

Efficient: More quality opportunities

– Complete sales tasks faster: Role-base UI and Streamlined Task Flows

– Generate and convert better leads: Sales Predictor and Sales Campaigns

– Create better sales plans: Territory, Quota and Incentive Compensation

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Application Composer enables business users to extend the application

with new objects and attributes

Page Composer enables business

users to customize the look and feel of the

user interface

Process Composer enables business

users to easily modify business

processes

Report Composer enables business

users to easily create & modify

reports

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Public Cloud Private Cloud

On Premise Hybrid

Deployment Options

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Customer Center

recommends the next-best-

product-to-sell to each

customer

Customer Snapshot

summarizes key customer

data in a single place

Customer Center provides

comprehensive customer detail,

including data from external

sources and 3rd party providers

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Facebook and LinkedIn

integration to provide users

with easy access essential

social networking sites

Activity Streams provide real time

updates that notify users of any

activity impacting their

customers and deals

Discussion forums enable

users to post topics and

collaborate on critical sales

and customer issues

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Opportunity Landscape

provides sales reps with

more and higher quality

sales opportunities

Opportunity Management tracks

competitors and how to best

position against them to win

deals

Opportunity Management

identifies the ideal customer

references for each sales

opportunity

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Mass Update enables users to

update fields on multiple

records at one time

Quick Edit provides

pop up to update most

commonly used fields

Fast forecasting provides ability

to quickly edit and adjust sales

forecasts

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Territory Management

maximizes account and

market coverage

Quota Management

optimizes quota allocation

and tracks performance to

plan

Incentive Compensation aligns

incentives to sales goals and

track payments

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Campaign Management builds

targeted campaigns and

measures sales follow-through

and effectiveness

Lead Management enables lead

nurturing and lead scoring

based on pre-defined criteria

Opportunity Landscape

identifies the best sales

prospects within each sales

reps’ territory

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Global Area

Local AreaContextual

AreaRegional

Area• Contextual

Information:• Analytics• Summaries• Derived or

Computed Information• Notes

• Contextual Information:

• Analytics• Summaries• Derived or

Computed Information• Notes

•Transactions• Information• Actions

•Transactions• Information• Actions

Common Tools and Services:• Navigation• Tagging• Search• Preferences and Personalization• Help

Common Tools and Services:• Navigation• Tagging• Search• Preferences and Personalization• Help

Specific Tools:• Task List• Quick Create• Focused• Reports• Activity Guides

Specific Tools:• Task List• Quick Create• Focused• Reports• Activity Guides

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� Oracle Fusion CRM Base

� Oracle Fusion CRM Desktop

� Oracle Fusion Enterprise Contracts

� Oracle Fusion Incentive Compensation

� Oracle Fusion Quota Management

� Oracle Fusion Sales Catalog

� Oracle Fusion Sales Predictor

� Oracle Fusion Smart Phone Edition

� Oracle Fusion Territory Management

� Oracle Fusion Transactional Business Intelligence

� Oracle Fusion Customer Hub

� Oracle Fusion Marketing

� Oracle Fusion Partner Relationship Management

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Sales Planning

Territory ManagementTerritory Management Campaign ManagementCampaign Management

Incentive CompensationIncentive Compensation Sales PredictorSales Predictor

Lead ManagementLead Management

Opportunity ManagementOpportunity Management

Customer CenterCustomer Center

Desktop IntegrationDesktop Integration

Sales ProspectingSales Productivity

Quota ManagementQuota Management

ForecastingForecasting Sales CampaignsSales CampaignsMobile SalesMobile Sales

Oracle Fusion Platform

Partner ManagementPartner Management

Pre-Integrated Modules in the Suite

Customer Data ManagementCustomer Data Management ContractsContracts

Talent ManagementTalent Management Expense ManagementExpense Management Financial P&LFinancial P&L

Business IntelligenceBusiness Intelligence CollaborationCollaboration ExtensibilityExtensibility

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� Sales Dashboard

� Sales Forecasting

� Activity Stream

� Lead Management

� Opportunity Management

� Customer Center

� References and Competitors

� Assignment Manager

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� Seamless Microsoft Outlook integration

� Automatic two-way synchronization : Accounts, Contacts, Leads,

Opportunities, Email, Calendar and Tasks

� Full-featured offline access

� Powerful customizations

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� Clause and Template Library

� Guided Contract Creation

� Contract Printing

� Microsoft Word Collaboration

� Contract Deviations Reporting

� Clause Usage Analysis

� Contract Import

� Contract Text Search

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� Sales performance dashboards

� Business-user-driven, Real-time reporting

� Dispute management

� Rich, adaptable plan design

� Powerful expression builder and multidimensional rate tables

� Sales credit allocation and hierarchical rollup rules

� Configurable payment approval, draw and recovery rules

� Cross-organization crediting and multicurrency calculation

� Integration web services, file-based import/export and ETL

capabilities

� Scalable enterprise platform

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� Quota Management Aligned with Territory Management

� Set Accurate Quotas Using Data-Driven Intelligence

� Simple Quota Entry Interface

� Quota Assignment Notification to Compensation Planning

� Midyear Sales Resource Change; Effective Dated / Pro-rated

Quotas

� Quota Definition for Prime and Overlay Salespeople

� Customizable Quota Formulas

� Top-down and Bottom-up Quota Reconciliation

� Quota Planning Environment Separate from Current Quotas

� Sales Business Analytics

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� Create an n-tiered hierarchy of product groups

� Use the same product groups in many different types of business

rules

� Define who can purchase a product or group of products

� Select products and promotions with a graphical sales catalog

� Leverage keyword search, product comparison and narrow-by filters

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� Select customer and product attributes for building predictive models

� Set up, manage and train predictive models

� Set up prediction rules based on business or tribal knowledge not

inherent in the data

� Analyze the performance of prediction models using inbuilt reports

such as leads adoption, attribute correlation

� Retrain models as the underlying data changes thus improving the

accuracy of prediction

� Manage the eligibility of customers and products for generating

recommendations

� Simulate recommendations before generating leads

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� Intuitive, task-focused user interface designed for mobile devices

� Contact and account management

� Calendar and contact integration

� Opportunity and lead management

� Maps, phone, and email integration

� Real-time analytics

� View CRM contacts geographically close

� Support for BlackBerry® from Research In Motion (RIM)

� Support for iPhone® from Apple

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� Define territories using rich customer, channel, and product

attributes, as well as named accounts

� Build territories for different types of sales resources, including

prime, overlay, partner, inside sales, and channel sales

� Centralized or decentralized territory administration with delegated

authority

� Territory proposals that isolate pending territory changes from

impacting active territories

� Detect gaps and overlaps in territory coverage

� Preview results of sales account, lead, and opportunity assignments

� Real-time territory metrics and embedded analytics to assess

effectiveness of territories

� Date effective sales territories and versioning

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� Analyze sales pipeline

� Determine which products and customers to target

� Understand which competitors are faced most often and how to win

against them

� Analyze top partners

� Compare partners against their peer group

� Identify aging leads

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� Effective closed-loop data quality management

� Consolidated Data Governance Dashboard

� Flexible duplicate resolution mechanisms and comprehensive

history

� What-if analysis in data management

� Declarative business policy specification

� Integrated data quality metrics

� Customer model that is comprehensive and easily extensible

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� Integrated sales and marketing analytics

� Robust segmentation engine Common CRM database with built-in

data quality services

� 360 view of customers from within a transactional system

� Campaign planning and task management

� Mutli-channel campaign management

� Sales campaigns for field organizations

� Intelligent lead distribution

� Lead management with opportunity landscape

� Lead scoring and Lead assessment scripts

� Built-in enterprise collaboration between sales and marketing

� Cross channel response management

� Reusable templates

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� Partner Recruitment

� Partner Management

� Partner Delegated User Administration

� Partner Programs including Market Development Funds

� Configurable Partner Portal

� Indirect Sales Processes

� Lead Management

� Deal Registration

� Approvals

� Territory Management

� Incentive Compensation

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V1.0

�Sales

�Marketing

�PRM

�Customer Hub

�Contracts

�Mobile

�Outlook

�Extensibility

V1.1

�Service

�Support

�Quoting

�Vertical Editions

V1.2�Commerce

�Order Mgmt

�Call Center

�Field Service

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� http://www.oracle.com/us/products/applications/fusion/fusion-crm-

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zone/applications/fusion-apps-030116.htm