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Transcript of Insync10 Siebel Achievingasingleviewofcustomer 100815043524 Phpapp01
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Achievinga
Single
Viewof
2010OracleCorporationProp
rietaryandConfidential
1
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AchievingaSingleView
ofCustomerwith
SiebelUniversalCustom
erMaster
TonyBoyle
Director,MDM
OracleAsia
PacificDivision
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Thefollowingisintend
edtooutlineo
urgeneral
productdirection.Itis
intendedforin
formation
purposesonly,andmaynotbeincor
poratedintoany
contract.Itisnotacommitmenttodeliverany
materia
l,code,orfunc
tionality,ands
houldnotbe
2010OracleCorporationProp
rietaryandConfidential
3
relieduponinmaking
purchasingde
cisions.
Thedevelopment,rele
ase,andtimin
gofany
featuresorfunctionalitydescribedfo
rOracles
productsremainsatth
esolediscretionofOracle.
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ConsumerPro
file
Demographics
Single
ViewofC
ustomer
Relationships
EmployeeofaCompany
CustomerofaCompany
AffiliationswithOrg
MemberofaHousehold
AdvisedbyFinancialPlanner
..
N
ame&ContactInfo
Identifiers
Names
Addresses
ContactNumbers
E-mailAddresses
Privacy
CommunicationPreferences
PrivacyOption
Donte-mail
Dontcall
Dontmail
.
Applications
Application
s
Relatio
nships
Name&ContactInfo
Privacy
Consumer
Profile
Process
es
2010OracleCorporationProp
rietaryandConfidential
4
CustomerValue
.
FinancialProfile
AnnualIncom
e
Employment
TaxBracket
CreditScore
IncomeSourc
e
RiskAssessm
ent
InvestmentGo
als
Needsanalysis
Product&Services
CustomerBundling
InternalProd
ucts
ExternalProducts
NextBestOf
fer
Interests
Balances&Transactions
.
Interactions
Consultations
Branchvisits
Customerservicecalls
Campaigns
Responses
Leads
Collections
FinancialP
rofile
Interactions
Products&
Services
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TraditionalApproachestoCustomerMasterData
Management
Custom
-Built
Custo
mer
Information
File(CIF)
Requires
organisatio
nal
consensus
Expensivetobuildand
maintain
Limitedflex
ibilityto
Inflexibledatamodel
W
eaksupportfor
c
ontactinformation
W
eaksupportfor
p
rospects,
leads,etc.
CoreBanking/
P
roductSystemas
CustomerMaster
One-wayinfo
rmation
flowtothe
warehouse
Doesnotallo
wreal-
timematchin
gand
customerdata
DataWareho
useas
CustomerM
aster
2010OracleCorporationProp
rietaryandConfidential
6
accommodateevolving
requiremen
ts
LimitedFun
ctionality
o
fCBSsystems
E
xpensiveto
i
ntegrate
Littletono
operationalb
enefit
Batchupdate
safter
theevent
Organizationsthatlackaconsistent,completeandaccurates
ingleviewofthecustomerina
heterogeneou
senvironmenthavethe
choiceofbuildingorb
uyingasolutionformanaging
customermasterdata.S
ince2003,t
hetrendhasswun
gheavilytowardbuying.
Gartner
Mag
icQua
dran
tfor
Cus
tomer
Da
taIntegra
tion
Hu
bs,
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TheCRM
approach
andthe
CRMfollowedby
MDMapproach
CRMSystem
Doesnotal
lowreal-
timematchingand
merging
NoDataQu
alityorData
Governance
capabilities
ImplementedCRMfirs
t,thenwentbackand
implementedanMDMsolution.
W
hy:Olderbank,existingCISsysteminplace.
Learnfro
mothers
Old,es
tablishedbankinAPAC
2010OracleCorporationProp
rietaryandConfidential
7
Doesntpro
videa
SingleView
of
Customerw
hileother
systemsha
ve
customerd
ata
CDIinvent
edto
overcomep
roblems
withCRM
implementa
tions
ImplementedMDMfirst,thenstartedCRMwhileMDM
solutionwasbeingimplemented.
Why:Youngerbank,fewlegacysystems,wasableto
getitrightfromthestart
withnowasteorre-work.
TheLe
sson.
CRM
willnotprovideaSing
leviewofCustomerbu
tan
MDM
solutionwilldeliverth
efoundationuponwhichto
deployyourCRMsys
temwithqualitydata.
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SingleCustomerV
iewImperatives
Comm
oditised
Productsand
Services
Mergersand
Acquisitions
Increaseprofitabilityby
movingfromproductto
relationship
based
pricing
Realisevalueofcombined
customerbasethro
ughup-
sell/cross-sell
Reducecostofintegrating
customerdata
Growreve
nuesfrom
existingcustomerbase
Increased
Competition
2010OracleCorporationProp
rietaryandConfidential
8
Custome
r
Churn
Providedifferentiated
customerexperiencebased
onvalue
Meetregulatory
requirements,priva
cylaws,
etc.
Enforcesecurityan
d
permissionsacrossvalue
chain
Complyw
ith
Regulations
Customer
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Everproliferatingislandsofinformation
indisparateapplications
covering
multiplec
hannels,divisions&
functions
duplica
ted,incomplete,inaccurate,
Keyent
erpriseprocesses
basedon
Howcan
wegetaSin
gleviewofCu
stomer
W
eb
site
Call
Center
SFA
Partner
Fusion
App
wheno
urdataisfragmented?
2010OracleCorporationProp
rietaryandConfidential
9
uncean
ncompee
aa
Marketing,sales,service&customerretention
processes,regulatorycompliance
,newproduct
introduction,
Unclean
datamakesAnalyticsinvalid
Errorproneintegration
Slowen
terpriseagilityand
innovation
Fusion
App
C
all
S
CM
ERP2
Legacy
ERP1
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C
onsolidateshared
info
rmationintooneplace
C
leansedatacentrally
S
haredataasasin
glepoint
oft
ruthasaservice
MDM:Thesourceofc
leandatafor
theenterprise
Nurtureo
neofyourmost
valuableasset
ETL
Web
site
Call
Center
SFA
Partner
Fusion
App
Call
CenterID
Name
Phone
Contact
BO004
Tony
Boyle
0294911877
Anthony.boyle
@oracle.com
2010OracleCorporationProp
rietaryandConfidential
10
Consistencysiloedenvironments
(Integ
ratedBestofBreed
)
Lowerdatamanagem
entcosts
Betterreporting
Enterprisefoundationforagility
&innovation
ETL
Middleware
ApplicationIntegrationArchitecture
BI/
DW
Fusion
App
Ca
ll
SC
M
ERP2
Legacy
ERP1
MDM
ID
Name
Call
Centre
ERP1
Email
Office
Mobile
1
23456
Anthony
Boyle
BO004
490111
Anthony.boyle
@oracle.com
029
4911877
041428
8669
ERP1ID
Name
Mobile
490111
Anthony
Boyle
0414288669
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Interactions
Leads
Campaigns
Transactional
Extended
Privacy
Prefe
rences
Relationships
Identifiers
ClientI
nformation
Model
Core
KeyIdentifyin
gInformation
Duplicatedam
ongstCRM
andmultipleproduct
systems
Ownership
ofcoredata
inmultiplesy
stems
Highpotentia
lfor
discrepancy
Requiresmatching&
cross-referen
ceforsource
linking
2010OracleCorporationProp
rietaryandConfidential
11
Transactions
Balances
Orders/
Applications
Federateddata
masteredandaccessed
atsource
Requirescross-
referenceandreal-time
integrationtosourc
e
Productsand
Services
Cons
umer
Pro
file
FinancialProfile
Combinationofdata
elementstocreate
consolid
ated/derived
view
Sourced
frommultiple
systems
Clearma
sterslave
rolesownership
Name
Addresses
ContactDetails
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Oracle
CustomerHub:KeyComponents
Trusted
Customer
Data
Trusted
Customer
Data
Siebel
Siebel
EBS
EBS
SAP
SAP
CustomAp
ps
CustomAp
ps
Siebel
Siebel
EBS
EBS
SAP
SAP
CustomApps
CustomApps
2010OracleCorporationProp
rietaryandConfidential
12
Other
Other
Consolidatesharedcustomerinformationinto
a
trusted,global,"singlesourceoftruthmaste
r
repository
Maintainahighqualitycustomerprofileusing
state
oftheartdataqualityandgovernancetools
Leveragepre-built
integrationwithOracle
applications
OracleCustomerHubDelivers
-Globalm
asterforcustomerinforma
tion
-Consiste
ntrepresentationofshared
data
-Clean,ac
curate,
de-duplicated,and
enricheddata
-Compliancewithgovernancelegislation
-360view
ofacustomersproducts
andservices
BIBI
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OracleCustome
rHub:Master
MasterTrusted
CustomerData
Party
Role
s&Relationships
Rela
tedDataEntities
VerticalVariants
Trusted
Customer
Data
Trusted
Customer
Data
ComprehensiveCustom
erProfile
MasterPolicies,FinancialAccounts,
Interactions,Notes,Cam
paigns,etc
Complexhierarchies,ro
les&
relationships
2010OracleCorporationProp
rietaryandConfidential
13
rovesnusry-spec
c
aa
attributes
Configurationofcustom
childentities
DataModelExtensibility
while
protectingUpgradeability
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Model
ComplexRoles&Relationships
Manage
Complexaccount
hierarchiesandrelationship
s
Completelistofrelationship
sboth
professionalandpersonal
Memberofahousehold
Employeeofacompany
Memberofcompanyboard
s
2010OracleCorporationProp
rietaryandConfidential
14
em
eroproessonaservce
organ
izations
Decis
ionmaker,influencer
forspecific
purpo
ses(e.g.procuremen
t)
Newtypesofrelationshipscanbe
easilydefinedbybusinessusers
Advance
dHierarchyMgmtwith
OracleD
RM-Hierarchy/version
comparison,blendingandm
erging
Relationship
explorer
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OracleCustome
rHub:Co
nsolidate
Consolidate
Consolidate
Import
Workbench
Import
Workbench
Identification
&Cross-
Reference
Identification
&Cross-
Reference
SourceData
SourceData
Trusted
Customer
Data
Trusted
Customer
Data
HighVolumeBatch&Realtime
Integration
Enterprise-wideUUID
1:MCross-Referencing
TrackallchanestoMa
sterRecord
2010OracleCorporationProp
rietaryandConfidential
15
sor
sor
Survivorship
Survivorship
Providesdatastewards
theabilityto
restorecustomerprofile
s
Highlyconfigurableand
granular
su
rvivorshiprules
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Cross
Referencing
E
RP
E
RP
CRM
CRM
PLM
PLM
Legacy
Legacy
CustomerID:
23-3445
CustomerID:
GH78GH
CustomerID:
B37-84U
CustomerID:
A31-32Z
Store
sallcustomeridentifiersfor
theoperationalapplications
connectedtoUCM
Providescriticalmappings
usedfor
datasynchronization,reporting,
anda
nalytics
Custom
2010OracleCorporationProp
rietaryandConfidential
16
Web
Web
SCM
SCM
OSSOSS
UID
App
ID
1ASCLSCC
Legacy
A31-32Z
1ASCLSCC
Legacy
B37-84U
1ASCLSCC
CRM
GH78GH
1ASCLSCC
ERP
23-3445
UniversalID:
1ASCLSCC
Supp
orts1-to-manycases
inwhich
multiplecustomerrecordsexistin
anap
plicationthatmaptoone
mastercustomerrecord
Partner
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Trusted
Customer
Data
Trusted
Customer
Data
OracleCustome
rHub:Cleanse
Le
adingEmbeddedDat
aQuality
To
ols&integrationto3rdPartyData
Sources
UniversalConnectorpro
videsuniform
wayforpartnerstointeg
rate
IntellientmereAutomere&
2010OracleCorporationProp
rietaryandConfidential
17
Cleanse
Cleanse
Parse
Parse
Cleans
e&
Standardize
Cleans
e&
Standardize
E
nrich
E
nrich
M
atch&Merge/Unmerge
M
atch&Merge/Unmerge
un
mergecapabilities
D&BandAcxiomIntegration
DataStewardUItoman
ageduplicate
su
spectsviaqueues
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Function
ality
Feature
Profiling/Patte
rn
Detection
Profiling/Patte
rn
Detection
Parsingand
Standardizatio
n
Parsingand
Standardizatio
n
OracleDataQualitySo
lutions
UnderstandDataStatus/
Pattern
s
Createstructu
redrecords
fromunstruc
tureddata
ODQParsing&
StandardizationServer
ODQProfilingServer
Or
acleDataQualitySe
rvers
(IDQ)
2010OracleCorporationProp
rietaryandConfidential
18
Validation/
Cleansing
Validation/
Cleansing
Matchingand
Linking
Matchingand
Linking
Enrichment
Enrichment
UniversalDQConnect
or+
D&B/Acxiom
18
Spotandcorrectdata
errors
Spot/elim
inate
duplicates&
identify
relatedentities
Attachadd
itional
attributes
and
categoriza
tions
ODQMatchingServe
r
ODQAddress
ValidationServer
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CreateBestCustomerRecord
Merge/Unmerge
IntelligentMergecreate
best
ofbre
edsurvivingrecord
by
selectingfieldsfromthe
duplic
aterecords
IntelligentUpdateselec
tively
updatefieldsforthemaster
2010OracleCorporationProp
rietaryandConfidential
19
rulessetforthesourceofthe
data
Autom
ergeduplicateswithvery
highm
atchscores
Unme
rgereversesan
erroneousmergeprocess
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T
rusted
Customer
Data
T
rusted
Customer
Data
OracleCustome
rHub:Sh
are
Sh
are
Sh
are
Web
Services
Library
Web
Services
Library
Publish&
Subscribe
Publish&
Subscribe
T
ransports&
Connectors
T
ransports&
Connectors
Providescommonlyuse
dfunctionsas
bu
sinessservices&webservices
Real-time&batchpublish
SupportMQSeries,MS
MQ,andJMS
qu
eues,outboundwebservicesor
otherEAItechnologies
2010OracleCorporationProp
rietaryandConfidential
20
Aut
horization
Aut
horization
Registry
Registry
DifferentiatedCRUDprivilegesbased
on
source
Le
veragingAIA-Enterp
riseBusiness
Objects,Services&PIP
sinFMW
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Pre-bu
iltBusinessService
s
SupportsRapidcomposite
applicationde
velopment
Anefficientan
doptimizedapproach
forintegrating
withSiebelUCM
140+pre-packagedservices
DeployedasW
ebServices,MQ,
SiebelUCMServices
SiebelUCMServices
LookupContact
UpdateContact
LookupContact
Relationship
InsertContactProduct
UpdatePersonal
Address
UpdateContactProduct
InsertHousehold
LookupHousehold
UpdateContactP
rofile
InsertContactProfile
DeleteContactProfile
InsertContactActivity
UpdateContact
LookupAccount
2010OracleCorporationProp
rietaryandConfidential
21
,
,ec.
SupportsOutoftheBox
functionalityplusSelfBuilt
Servicesdefin
eddeclaratively,no
coderequired
DifferentApplicationsmayhave
differentservicepriviliges
InsertAccount
UpdateAccount
LookupAccount
Activity
UpdateAccount
Activity
UpdateAccountAddress
DeleteAccountProduct
UpdateAccount
Relationship
InsertAccount
Relationship
LookupAccount
Profile
InsertAccountP
roduct
LookupContactExternal
ID
etc
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Pu
shMode
PullM
ode
Pre-IntegratedwithSiebelCRM/OracleEBS
Supportdiversebusinessrequirements
2010OracleCorporationProp
rietaryandConfidential
22
AsynchronousorBatch,Nonintrusive
FastImplementation(overheadofmanagingonemore
applicationoutweighsthebenefitofindependent
customermaster
Com
plexITenvironmentwithlargenumberof
(specialized)applications.Turnin
goneofthese
app
licationsintoacustomermas
terisnotfeasible
forPoliticalreasons
Performancereasons
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4
Operate&
Optimize
Deployinph
ases
Keepitsimp
leatfirstmanage
thechange
Maximizevalue
Reinvestinnewopportunities
Continuousimprovem
ent
Unders
tandcurrentstateof
busine
ss
Knowpainpoints
Determ
inefuturestateofbusiness
Develo
pMDMstrategy
Alignp
rojectgoalsw/
compa
nywideobjectives
lueStartFast&GainEarlyBe
nefits
ImplementMDMovertime
2010OracleCorporationProp
rietaryandConfidential
28
2
Startfast
Gainbenefitsearly
Imp
roveorganizational
proficiencies
Pro
vethesolutionworks
Obt
ainvaluablelessonslearned
Build
Foundation
3
Define,
Build,
Confirm
1
&Envision
Time
ppyessonsearne
Confirmand
validateprocesses,
flows,rules,
practices,etc.
Confirmand
validateproduction
environmentandoperations
V
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Leadership
PolicyD
efinition
Compliance
Monitoringand
Enforcement
DataMana
gementGovernance
Centralexecutivele
adership
Enterprisesteeringcommittee
toarbitrateissuesa
ndenforce
therules
Coordinationandco
mpliance
Define&communicatedata
qualityexpectations
Establishpolicies,p
rocedures,
Forma
lizeaGovernanceFramework
Thekeyto
asuccessfulMDMimplementation
2010OracleCorporationProp
rietaryandConfidential
29
Planningand
Coordination
Executionand
Decision-Making
MasterData
tomaintainqualityd
ata
Identifyallbusiness
and
applicationstakeholdersacross
theenterprisedataowners
Conductauditandc
ontrol
Communicationand
change
management
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UMBFinancialCorpo
ration
CUSTOMERPERSPECTIVE
Itiseasytomakefact-based
decision
swhenthefactsarerigh
tin
frontofyou.
ThatiswhatClientL
ink
does,Itputsthefactsinfrontofyou.
KevinKramer,
SeniorVicePresid
ent,
EnterpriseSales
COMPANYOV
ERVIEW
Oneofthela
rgestindependentbanksinAmerica
UMBoffersc
ompletebankingandrelatedfin
ancial
servicestobothindividualsandbusiness
customers
UMBsvision
istoberecognizedforthe
unparalleled
customerexperience
Over140bra
nchlocationsin8USStates
Employees:3,500associates
Assets:US$
8Billion
RESULT
S
2010OracleCorporationProp
rietaryandConfidential
30
CHALLENGES/OPPORTUNITIES
Multiplesour
cesofcustomerinformationand
multipleversionsofthetruth
Wantedaflexibleplatformonwhichtobuild
Aneedtoem
powertheirassociatestofulfillUMBs
mission:Tok
nowourcustomersandanticipate
theirneeds;advocateandadvise;innovatea
nd
surprise
SOLUTIONS
CustomerHu
b(UCM)
CustomerRe
lationshipManagement
TrilliumforDataQuality
ecreasen
eresearc
me
require
dforassociatestoquantify
thecustomerrelationship
Improv
edcrosssaleopportunit
ies
dueto
completecustomerview
Successfulblendingofnightlybatch
update
sandreal-timeintegratio
n
leverag
ingMQSeries
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COMPANYOV
ERVIEW
ToyotaFinan
cialServices(TFS)isthefinance
andinsuranc
esubsidiaryofToyotaMotor
CorporationintheU.S.TFSisthe7thlargest
financecomp
anyintheUS
Industry:FinancialServices
Revenue:US
$1Billion
Customers:2
.1MillionintheUS
CHALLENGES/OPPORTUNITIES
FinancingarmofToyotaMotorCorporation,
CUSTOMERPERSPECTIVE
Wesele
ctedSiebelCDIbecause
ofits
out-of-th
e-box,richcustomerma
ster
function
ality,
itsindustry-specific
best
practices,anditsabilitytointegrate
manydifferentapplications
ShaunC
oyne,VP&CIO
RESULT
S
Achieve360-dereeviewofthe
Toyota
FinancialServices
2010OracleCorporationProp
rietaryandConfidential
31
with10M+accounts
Needtoincre
aseloyaltywithbothdealersand
consumers
Customeraskforone-and-doneservice
experience
SOLUTIONS
CustomerHu
b(UCM)
AutomotiveC
aptiveFinance
customeracrossmultiplesystems
Enhan
cescustomerserviceat
alltouch
points
Deepe
ningcustomerloyalty
Compliancewithprivacyregulation
mandatedbyGramm-Leach-BlileyAct
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COMPANYOVER
VIEW
TheHomeDepotwasfoundedin1978inAtlanta
,
Georgiaandhas
sincebecometheworld's
largesthomeimp
rovementretailer,operating
morethan1,800
storesacrossNorthAmerica
Industry:Retail
Employees:234
,000
Revenue:US$90Billion
CHALLENGES/OPPORTUNITIES
Needtoprovideeverystorewithasingleviewof
RESULT
S
TheHomeDepot
CUSTOMERPERSPECTIVE
Inlessthan60days,
HomeDepotwas
convincedthatSiebelsCDIsolutionwasthe
onlysolutionthatcouldgivethem
asingle
viewoftheircustomers
LesRechan,
SeniorVP&GeneralManager,
Manufac
turingandDistribution
2010OracleCorporationProp
rietaryandConfidential
32
s
+cusomers
1,800storesacrosstheUS
Poorqualityofcustomerdata
Approxim
ately10Mduplicaterecords
SOLUTIONS
CustomerHub(U
CM)
CallCenter
OrderManagement
PartnerRelationshipManagement
Stream
linetheirclosed-loopm
arketing
andcomplexaccountmanagem
ent
processes
Achieveasingleviewofthecu
stomer
acrosstheenterprise
Reduc
ecustomerdatamanage
mentcosts
Solutionisfivetimescheaperandfaster
thanthecustom-builtalternative
-
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