<Insert Picture Here>

CRM at Oracle – Segmentation

Deepak Gupta Roger Rich Meenu Sabhlok Michele Gray

Vice President Senior Director Senior Manager IT Senior Project Manager

CRM Systems Marketing Systems Marketing Operations Marketing Systems

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• Oracle Servers• Oracle Storage• Oracle Operating System• Oracle Virtual Machine

Information Technology• Four major IT Functions

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

About Oracle

•US$26.8 billion in revenue for fiscal year 2010

•More than 370,000 customers worldwide

•More than 20,000 partners

•105,000 employees, including:

•35,000 sales & marketing

•16,000 support

Global CRM (GCM) Single Instance

• 1.8M Accounts• 20M Contacts• 20M Prospects

35,000 Internal users

• 72M Marketing Responses• 24M Sales Activities• 18M Marketplace Accounts

105,000 Territory Lookup users

300,000 Partner users

Partner Portal

145 Countries

10 Languages

Objective

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

Approach• Go Native – 90% vanilla• Go Fast – 1 year to rollout• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI

Oracle’s Global CRM ImplementationOptimizing Our Go-To-Market

Sales

Customer Data

Marketing

Partners

Global CRM Single Instance Ecosystem

Implementation planned

<Insert Picture Here>

CRM at Oracle – Segmentation

Deepak Gupta Roger Rich Meenu Sabhlok Michele Gray

Vice President Senior Director Senior Manager IT Senior Project Manager

CRM Systems Marketing Systems Marketing Operations Marketing Systems

<Insert Picture Here>

Marketing Business Cycle

Global

CRM

Plan

Execute

Manage

Analyze

Siebel MRMPlanning and BudgetingDefine Marketing Initiatives

Create Funds & Allocate BudgetRequest & Approve BudgetCreate Plans & Programs

Campaigns/Os/Ts

Siebel MarketingList and Segmentation

Target AudienceBuild/Load SegmentsLaunch Campaigns

Email Marketing

OCH & Siebel MarketingResponse Management

Response CaptureQualificationAssignment

Lead Creation

CRM Analytics (OBIA) Closed Loop ReportingMeasure Marketing ROITrack Budget to ActualFact-based Planning

Marketing Business Cycle

eMarketing AppsMarketing Execution

Landing PadEvent RegistrationSoftware Download

Siebel Call CenterOpportunity Management

Opportunity ConversionOpportunity Progression

<Insert Picture Here>

CRM at Oracle – Segmentation

Deepak Gupta Roger Rich Meenu Sabhlok Michele Gray

Vice President Senior Director Senior Manager IT Senior Project Manager

CRM Systems Marketing Systems Marketing Operations Marketing Systems

<Insert Picture Here>

Segmentation

• Legacy contact database with no integrations

• List generation using SQL which could get complex for certain target segments

• Possibility of human error with SQL “where” clauses

• Email execution process not integrated

• Not a complete source of all customer data

• Administration very resource intensive

CHALLENGES

• Multi-stage campaigns enabled to achieve better response rate

• Integrated email execution prevents over targeting and consequently less opt outs

• All customer data available to segment

• Lead generation through segmentation

• Highly Interactive Interface

• “Waterfall” style display of counts

• Sample counts for large data sets

CAPABILITIES KEY VALUE & BENEFITS

Siebel Marketing Segmentation

• Enforcement of global rules

• Allows rules on inferred consent, contact frequency and Do Not Call to be easily applied

• Allows suppressions based on the above rules to be consistently enforced using base segments

• Increase response to lead to opportunity conversion rates

• Increase cross-sell and up-sell

• Standard processes for all channels and region lists/ segments

<Insert Picture Here>

CRM at Oracle – Segmentation

Deepak Gupta Roger Rich Meenu Sabhlok Michele Gray

Vice President Senior Director Senior Manager IT Senior Project Manager

CRM Systems Marketing Systems Marketing Operations Marketing Systems

<Insert Picture Here>

Segmentation

Architecture