Safe Harbor Statement

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.

Why Social Media?

• Social Media is your customers

• Social Media is your business

• Social Media is growing

Why is Social Media Important?

It’s where your customers are:

• 75% of the global internet audience is engaged on

social networks

• 22% of all time online is spent using social media

Blogs and Forums

• Not growing like Facebook or Twitter

• Strong silos of specialist expertise

• Highly influential

• Good sources of community self service (forums)

• Important specialist sites for enthusiasts

What does Social Media mean to

Business?

• 84% of Global 100 companies participate on Social

Media

• 81% of all companies don’t have a clear social media

strategy

• Companies know they need to be involved, but are

unsure how

Business Problem

Social media have changed customer expectations and

interactions with businesses:

• Customers are increasingly trusting the information provided

by other customers on social media and are relying less on

vendor sponsored channels

• Customers are participating in conversations about businesses

with or without the vendor

• A mishap with one customer on social media can turn into a

public failure

• Improper or lack of engagement by businesses can result in

long lasting damage to their reputation

How Social Media is Used for Business

Today

• Brand Management

• What are people saying about you and your competition?

• Identify and understand trends

• Marketing

• Identify and understand the best prospects

• Smaller customers who are very social may bring you the

biggest profits

• Service

• Pro-actively assist with problems

• Encourage customers to help each other

Upcoming Areas for Social Media

• Ideas

• Let your customers tell you what they really want

• Join in conversations with them about new product ideas

• Job Recruiting

• Find the largest and most qualified group of candidates

• Engage using their preferred channels

• Sales

• Identify quality sales leads

Social Media Strategy

• Listen

• Seek to understand what interests your customers

• Uncover issues, identify leads

• Engage

• Join the conversation

• Respond to customers via their selected channel for communication

• Capture

• Treat social media as another channel in CRM, not a silo

• Extend CRM with information from social media posts, profiles and

relationships

• Learn

• Make better decisions by acting on more complete information about

your customers

• Spot trends, detect sentiment, identify influence

What does it mean to CRM?

Company

Present Past

Company

Company and Customer +

Customer and Customer Company and Customer

CRM has always been about the Customer…

... NOW:

• Customers no longer need to go to vendors

• More conversations lead to more data and noise

Social Media – New Supported Channel in CRM

Call Center Online Store Sales Rep Mobile Social

• Deliver consistent Customer experience across channels • Gain complete view of the Customer • Enable intelligent and personalized interactions

Value of Combining Social Media with

CRM

• Re-use existing business processes

• Combine social and transactional data to get

complete view of customer

• Enterprise framework

What’s Oracle Doing with Social Media?

• Partner integrations for Oracle CRM

• Rapid solution to immediate needs

• Oracle Social Media Manager

• Richer solution to longer term requirements

Listening Platform Partners Integrations

• Benefits

• Provide new channel for Social Media

through integration with third party

listening platform partners

• Enable Social Media posts to be brought

into CRM

• Allow CRM users to engage customers

using Social Media

• Track social media interactions in CRM

• Extend the Customer profile in CRM to

include Social Media information

Partner Integration

Listening Platform

• Monitors social media

• Identifies relevant posts

• Provides analysis

dashboards

Oracle CRM

• Create actionable items

• SRs, Solutions, Leads

• Track responses

• Hold complete customer

profile

Listening Platform Integrations

• Oracle Siebel CRM Social

Media Integration:

• Provides web services

Listening Platform partners

can call to create CRM

objects, such as Service

Requests, Leads, Contacts

and Activities.

• Leverages Siebel Workflow

to allow for on-site

customization.

• Embeds Listening Platform

UI within Siebel to monitor

posts and engage

customers.

And more…

Social Media Analytics and Integration Platform

Buzzient Analytics Oracle CRM

Buzzient harvests content according to you customer’s brands/products

Buzzient stores and analyzes the related

social media

Buzzient web app visualizes analytics

and content

Buzzient transparently

integrates into Oracle CRM

©2010 Buzzient, Inc

Posts about problems, issues,

sales interest, product opinion,

feedback, etc.

Buzzient Enterprise™

• Brings social media posts and people into CRM

• Makes social media information actionable within CRM

• Enables CRM users to interact with social media

• Applies semantic analysis to understand content

• Provides customer insight through social web analysis

• Identifies who to listen to and interact with based on their influence

• Uses sentiment analysis to understand brand perception

• Recognise trends around your brands or product

Oracle Social Media Manager Roadmap

Access, interpret, and act on social media data within CRM Oracle's development plans are subject to change at any time

Social Media Manager Additional

Uses

• Trend Inflection

• Identify changes in underlying trends

• Knowledge Management

• Crowd-sourced solutions

• Influencer Marketing

• Marketing targeted to key influencers

• Hot Spots

• Find out where your audience are

• Leads and References

• Select potential referees with high influence

Roadmap

Oracle's development plans are subject to change at any time

Social is Redefining Customer Lifetime Value Influence is a Critical Component

Purchased €10,000 Purchased €1,000

Influenced €0,000 Influenced €100,000

Can you determine the value of Influence?

Overall €10,000 Overall €101,000