Hp Oracle Crm

HP- ORACLE CRM CASE STUDY

Rashi

Upasana

KaustubhiMBA | TERI University

HP-ORACLE CRM OFFERINGS

Brief Overview

MBA | TERI University

Why Enterprise

CRM?

• To accelerate the growth of HP’s Top line and Bottom line

• To provide the company's global sales force with an automated—and standard—way to perform contact management and account planning– Have a totally customer

centric view– Understand all customer

interaction points– Have consistent, global

customer information– Personalize segmentation by

customer typeMBA | TERI University

• Integrates customer activity data in an Oracle "customer master" database

• Provide remote salespersons with the ability to track a customer's activities across organizations

• Provides dynamic personalization for Web visitors and automatic lead routing

• Establishes an ongoing dialog with customers so that customers will gain greater control over their relationships with HP

OracleEnterprise

CRM?


Customer

Demand Creation

Lead Generati

on

Lead Mgmt.

Opportunity

Mgmt.

Quoting

Order Mgmt.

Contracts

Service Mgmt.

OracleHP

CRM


COMPETITORS MBA | TERI University

CRM Vendors


Enterprise CRM Vendors


ORACLE VS. SAP


• Highlights:

– Business intelligence and analytics; rich interactive reports and dashboards

– In-built integration to Oracle E-Business Suite, Peoplesoft and JD Edwards

– One of the largest application software companies in the world

– Offering virtually everything needed to run a business

• Customer Focus:

– Enterprise, Mid-Size, Small

• Business Model:

– Hosted, On-Premise

• Highlights:

– Offers integrated suite of CRM, ERP, Supply Chain, HR, Financial and other enterprise applications

– “SAP is CRM Leader” –Forrester

– Leader in CRM Magazine’s 2009 CRM Market awards

– One of the largest software companies the world

• Customer Focus:

– Enterprise and Mid-Size

• Business Model:

– Hosted and On-Premise


• CRM Products: – Oracle CRM On Demand

– Siebel CRM

– Oracle E-Business Suite CRM

– PeopleSoft Enterprise CRM

– JD Edwards EnterpriseOne CRM

• Built on Siebel’s award-winning CRM application with more than 12 years of experience, Oracle CRM On Demand offers the most strategic, comprehensive, and cost-effective hosted CRM solution on the market

• CRM Products: – SAP CRM

– SAP Business All-in-One

– SAP Business by Design

– SAP Business One

• SAP CRM was developed to address the unique, end-to-end requirements for major industries including: Auto, Chemicals, Consumer Products, Retail, Telecommunications, Industrial Machinery & Components, Utilities, Oil & Gas, Wholesale DistributionMBA | TERI University

• HP’s focus on “ Total Customer Experience”

• Multiple separate CRM systems

• Obtain global forecast

• 360o customer view

• Leverage the internet: Web everything, internet computing

• Comprehensive, fully integrated suite of solutions

– Oracle Sales Online combines interactions over Web, phone and email

WhyOracle?


Mark Barrenechea, Senior Vice President, Applications Development, Oracle

Oracle Sales Online allows HP to consolidate all of its data in one place, thus allowing sales

representatives and sales management access to the most current data and helping

ensure large-scale participation by HP employees

Mike Overly, Worldwide CRM Project Manager, HP Business Customer Organization

Oracle’s CRM solution has allowed us to pursue sales

opportunities and view consistent forecasts from a global perspective, rather

than a regional one


Challengesand

Issues

• Phasing out legacy systems

• Merge data, business processes and technology with current CRM program

• Independent business units

• Speed and agility requirements to anticipate customer needs

• Adaptability to new business models


• Revenue and profit growth

• Individual ways of working-salespeople

– Habits and assumptions entrenched organizationally and culturally

• As painless as possible-busy executives

Challengesand

Issues


Success

• Standardize-and-Customize– Leverages Oracle’s portal technology

– Customize interfaces for client information, contact activities, etc.

• Web-based CRM training to educate on “how to use-and-apply”– Localized web courses in some native languages

• Change Managers– Measure CRM performance

– Develop and track project communications

– Guide “busy executives” in communicating customer-focused policies

• Vertical silos: Enterprise wide solution, NOT a point product

• The Power of One:

- Sticking to one system rather than adopting 10 diff solutions-thereby avoiding integration issues.

- Ensures that CRM business processes, technologies, data, and implementation methods are consistent across the company.


Stakeholder Approach

Vision:

Today and Tomorrow

Success Metrics

Change Leadership

Success


THANK YOU!

Any Questions?


Hp Oracle Crm

Documents

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