PROFITING WITH ORACLE SIEBEL CRM THROUGH LEAN TIMES

Dusan Glisic, Executive ManagerBusiness Solution Center

Today’s Environment is Challenging

“81,312 Homes Lost

to Foreclosure…”

“Chinese Economy

Shows Signs of

Vulnerability”

“Recession’s Dark

Cloud Looms Over

Corporate Earnings-

Reporting Season”

“GDP Expected to

Show Contraction”

Traditional Customer Relationships..Direct In Direct

Vendor

Customer

(Household, Company)

Partner

Social Relationship Management C2C, C2B etc

? Vendor

Customer

Partner

Company

Company

Competitor

Customer

Prospect

Prospect

Prospect

Social Networks

• Grew up on the Internet, share by default.

• Expect social structures from all applications.

• Blur the line between professional and personal.

• Email is for old people!

Your New Customer Base

“There's absolutely a benefit in making

changes during a downturn. As one of our

vendors said:

„A downturn is a terrible

thing to waste.‟ It's easier for

everyone to understand the need for the

change when things are tough and the

risks are lower.”

- Frank Blake, CEO Home Depot

in WSJ – June 5th, 2008

WORLD-CLASSPEER GROUP

Business supported by a Single ERP

69%

80%

Standardization

Source: The Hackett Group

The Consolidation of what's not differentDrive standardization and simplification

Number of customer databases

per 1000 end-users

Simplification

1.51

0.26

5 CRM Imperatives for Lean Times

1. Keep your Customers Close

2. Drive Experiences Users Crave

3. Go Where Your Customer Are

4. Help Customers Help Themselves

5. Make Margins Matter

6. Conserve Cash

Keep Your Customers Close1

“In industry after industry, loyalty leaders are growing at more

than twice the rate of their competitors.”Fred Reichheld - Author, The Ultimate Question

Increase the duration & value of your

most valuable customer relationships

• Incent customers differently – deliver differentiated & innovative programs that

drive behavior and build value

• Deliver great experiences across channels –consistently recognize, support and reward customers based on value at every touchpoint and in real-time

• Adapt quickly and cost-effectively to improve competitive advantage – leverage best practice processes and accelerate rollout of partners & offerings

CRM

Keep your Customers CloseLoyalty Processes

1

Keep Your Customers CloseIncent Customers Differently

Innovative, Differentiated Rewards

• Flexible incentive

choices

• Tailored corporate-

employee joint reward

schemes

• Support for variety of

lifestyle rewards

• Multiple redemption

price options

• Bid-driven redemption

pricing

• Automated point loan

Advanced Integration

with Marketing

• Enterprise data sources for promotion targeting

• Improved loyalty program ROI and member

experience

Dynamic Redemption Pricing

1

Keep Your Customers CloseDeliver Great Experiences Across Channels

Real-Time Reward & Recognition

• Highly scalable

Loyalty Real-Time

Engine

• In-Store Loyalty

Engine

• Pre-configured

member services

• Bulk member actions

for rapid service

recovery management

Loyalty event triggered

communications

• Automated generation of member

communication

• Fulfillment integration with Oracle BI

Publisher and Siebel Email Marketing

Multi-Channel Member Care

1

Keep Your Customers CloseAdapt Quickly and Cost Effectively

End-to-End Automation

• Member Enrollment

• Accrual Management

• Loyalty Partner Management

• Redemption Management

• Promotion Management

• Tier Management

• Flexible cross-industry

program offerings

• Simplified partner

billing controls and

triggers

• Systemic cost

management for joint

promotions

Application Integration

• SOA enabled web services

• Seamless integration with 3rd party applications

(retail PoS, web portals, kiosks)

• Reduce TCO and speed multi-channel

deployment

Complete Partnership

Management

1

Create Experiences Users Crave2

Why Social Networks are ImportantNetwork Effect creates Exponential Value

va

lue

time

email

Social networks

2

Why Social Networks are Important Customers trust each other!

PR person

CEO

Industry Analyst

Academic

A Peer

20%

29%

53%

57%

75%

Source: Edelman Trust Report 2007

2

Oracle E-Commerce2

Mashups Social Apps GadgetsOffice/Mobile

Oracle Social CRM Applications2

Oracle Sales ProspectorOffers insight on what to sell next based on analysis of

buying patterns of customers with similar attributes

2

Oracle Sales Campaigns

Empowers sales reps to create sophisticated html campaigns

in email and track the result

2

Oracle Sales Library

Provides a shared library to facilitate finding and

sharing of sales content

2

Oracle CRM Gadgets2

Oracle – Mobile Productivity

Search

Lookup

Call

Find an Address

Share leadsContacts

Check Schedule

Create Appointments

Update LeadsApprovals

Check To Dos

Jot Notes

Connect with Teams

Follow-up

Business Intelligence

Alerts

HR

On the way to meeting

After the meeting

Throughout the day

2

Go Where Your Customers Are3

“In industry after industry, loyalty leaders are growing at more

than twice the rate of their competitors.”Fred Reichheld - Author, The Ultimate Question

Go Where Your Customers AreWeb-Bases Sales

Extend CRM to where your customers congregate with integrated storefronts

• Enable personalized sales experiences – integrate commerce capabilities with customer insight and communities

• Respond to business needs – quickly manage promotions, product content, & price changes across channels

• Close more sales – enable customers to easily move across channels and assist purchasing to increase conversion rates & order size

CRM

3

Go Where Your Customers AreEnable Personalized Sales Experience

In Context Offers

• Real-time offers to up-

sell/cross-sell

• Closed-loop,

predictive analytics

• Related products

• Complex products

• Promotions

• Asset based ordering

Site Management

• Multiple look & feel brands

• Behavior configuration

Configuration

3

Go Where Your Customers AreRespond to Business Needs

Dynamic Catalog

• Rule-based product

display

• Advanced pricing &

promotions

• Manage once, deploy

anywhere

• Catalog, eligibility,

compatibility

• Pricing, promotion,

configuration

SOA-Based Composite

Application

• Easily extend and

integrate to meet unique

business requirements

Centralized Administration

3

Go Where Your Customers AreClose More Sales

Product

Recommendations

• Up-sell and cross-sell

based on browsing

and purchasing

history

• Integrated with Siebel

Contact Center

• Web Page „Push‟Cross Channel

Collaboration

• Cart and checkout

assistance

Advanced Chat

3

Help Customers Help Themselves4

“The Web is rapidly emerging as the self-service channel of

choice as a result of growing broadband penetration and the

low-cost of the Web channel for companies and customers

alike.”Self-Service Strategies Report, 2007

Customer Self Servicevo

lum

e

vo

lum

e

cost/interaction cost/interaction

Self

ServiceSelf

Service

Assisted

ServiceAssisted

Service

4

Help Customers Help ThemselvesBetter Service at a Lower Cost

Tailor interactions to deliver the ultimate service experience

• Empower customers & strengthen relationships – offer a rich, dynamic experience customers will prefer to calling

• Resolve issues rapidly - proactively offer intent-based solutions with advanced online support tools

• Reduce service costs – direct inquiries to the most cost-effective channels

CRM

4

• Interactive bill presentment

• Billing analytics

• Bill payment

Help Customers Help ThemselvesEmpower Customers and Strengthen Relationships

Account Management

• Self-registration

• Delegated B2B

administration

• Integration with Siebel

account, contact, and

user management

functionalities

User Generated Content

• Discussion forums

E-Billing

4

Integrated Knowledge Management

• Proactively suggest

before SR or chat

• View related solutions

or documents

• Track recently viewed

solutions

Help Customers Help ThemselvesResolve Issues Rapidly

Collaborative Service

Requests

• Service request submission

and interaction management

• File attachment

• Skill-based routing through

Siebel Contact center

• Keyword and faceted

product search

Advanced Search

4

Help Customers Help ThemselvesReduce Service Costs

Multi-Channel

Integration

• Chat

• Email

• Service request notes

• Customer account,

active SR, recently

viewed KM

documents visible to

agent

• Recorded chat

sessions saved.

Proactive URL Push

• Robust co-browsing experience

Advanced Chat

4

Make Margin Matter5

“…companies need to manage the profitability of individual

customers and transactions with greater precision, develop

richer insights into their customers‟ changing needs and price

sensitivities...”

McKinsey Quarterly, September 2008

Make Margins MatterPrice & Order Management Solutions

Consistently introduce new products and prices more quickly & effectively across channels

– Recommend and enforce optimal prices – analytics-driven deal management ensures the optimal price on every deal

– Expose Siebel Customer Order Management capabilities to various channels - utilize out-of-the-box web services

– Address promotion and customizable product scenarios– leverage enhanced promotional capabilities

CRM

5

Oracle Deal Management5

Conserve Cash6

Conserve Cash

• Upgrade

• Consider On Demand

6

Siebel 8.1.1TCO savings with every release

red

uced

co

sts

7.7/7.8 to 8.1

73¢

57¢

49¢

7.5 to 8.1 7.0 to 8.1

6

Siebel CRM Oracle Social CRMOracle CRM On Demand

Oracle CRM Solutions – Complete CRMTransact, Analyze, and Engage

Integration (AIA)

Comprehensive Functionality

Deep Industry Support

Highly Customizable

•Feature-Rich SaaS Offering

•Easy to Use

•Fast to Deploy

•Highly Task-Focused

•Foster Collaboration

•Increase User Productivity

6

5 CRM Imperatives for Lean Times

1. Keep your Customers Close

2. Drive Experiences Users Crave

3. Go Where Your Customer Are

4. Help Customers Help Themselves

5. Make Margins Matter

6. Conserve Cash

44

More Oracle Siebel Results

33% increase in customer retention. Revenue increases of 3 to 5%. Costs and cycle times down. Response rates up 76%.

700 MRM users worldwide. Planning cycles reduced from 4 to 6 months. Increased alignment and visibility.

3,500 MRM users worldwide. Increased pipeline by 160% or $1 billion.

6% increased in trips by high value customers. $12 million per year cost savings.

26% incremental business than control groups

www.spinnaker-nt.comDusan Glisic, Executive Manager

Business Solution Center