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CRM@Oracle – CRM Analytics

Deepak Gupta Eve Milrod Halwani Sirish Bindal

Vice President Senior DirectorDirector

CRM Systems Sales SystemsCRM Analytics

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

Information Technology• Four major IT Functions

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

About Oracle

•US$23.3 billion in revenue for fiscal year 2009

•More than 345,000 customers worldwide

•More than 21,000 partners

•85,000 employees, including:

•30,000 sales & marketing

•7,500 support

Global CRM Single Instance

• 1.5M Accounts• 18M Contacts• 24M Prospects

30,000 Internal users

• 47M Marketing Responses• 17M Sales Activities• 18M Marketplace Accounts

85,000 Territory Lookup users

200,000 Partner users

Partner Portal

145 Countries

10 Languages

Objective

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

Approach• Go Native – Go Fast• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI

Global CRM ImplementationOptimizing Our Go-To-Market

Sales

Customer Data

Marketing

Partners

Global CRM Single Instance Ecosystem

Implementation planned

The 5+1 Formula for CRM Success

Governance Process

Data Quality & Integration

User Adoption

Business Intelligence

Strategy

Oracle’s Enterprise Reporting Strategy

1. Leverage existing ERP and CRM assets

2. Establish a Single Instance for BI

3. Deploy best-in-class BI technology stack

4. Deliver role-based intelligence

5. Create a culture of intelligence

BI Deployment @ Oracle

Sales

• Executive , VP, RM & Rep Dashboards

• Territory Analysis

• Account Analysis

• Pipeline Analysis

• Lead Disposition

• Opportunity & Forecast Analysis

• Sales Activities

• Deal Alerts• Win Ratio

Analysis• Upsell /

Cross-sell / Whitespace

Marketing

• Executive Dashboards

• Budgeting & Planning

• ROI & Spend Analysis

• Pipeline Contribution

Analysis• List Building &

Segmentation Analysis

• Campaign Lead Analysis

• Campaign to Deal Analysis

• Campaign Effectiveness

• Campaign & Event

Analysis• Opportunity

Source Analysis

IT

• Usage Metrics• Time Metrics

& Analysis• SR Analysis

• Project Analysis

• Patching Analysis

One of the Largest Global Deployments of

• Siebel CRM 8.0 Analytics

• EBS R12 Analytics

Production Statistics

• 137 BI Subject Areas

• 6.8 Million Report Queries

• 3 TB Warehouse

Data Quality

• Data Completeness

• DQ Trending• Data Growth• Data Profile

Alliances

• Executive Dashboards

• PartnerOrdering Analysis

• Partner Effectiveness

• Channel Management

Enterprise Reporting Architecture

EBS Global Single Instance

SINGLE DATA DEFINITION

CUSTOMER

GLOBAL CORPORATE WAREHOUSE

BI Server

Ad-hoc Analysis

Interactive Dashboards

Detect & Alert

Mobile &Disconnected

Office Integration Search Embedded

PRODUCT INDUSTRY GEOGRAPHY

Siebel CRMSingle Instance

ServiceSingle Instance

Planning & Budgeting

External Data Sources (e.g., D&B)

HR

Alliances & Channels

Support

Education

Sales

Finance

Products

MarketingIT LOB Teams

Analytics Engagement Model

EnterpriseReporting IT Tech Team

DefineFunctional

Specs

Coordinate Functional

Delivery

Centers of Excellence

Advantages of BI Single Instance Deployment

Ad HocAnalysis

ExecutiveDashboards

OperationalIntelligence

PerformanceManagement

360Reporting

Analytics

BI Single In

stance

BI Single In

stance

Lower Cost• Eliminated redundant data marts• Standardized data definitions• Standardized BI technology• Shared infrastructure• Economy of scale• Maximum utility

Superior Solution• Complete analytic capabilities• Accessible to everyone• Role-based BI apps• Complete content• Available 24x7• High security• 360° views

Success Factors

5

Focus on query performance6

4

3

2

1

Use pre-built applications to reduce costs

Power to the people – distribute the ability to create

Solid CRM transaction system and process foundation

Define and communicate BI strategy

Provide analysis and not just reports

Marketing ProgramResults – Summary, Responses, Leads & Opportunities

NOTE: Data is for illustrative purposes only

Marketing ProgramComparison – Goals to Actuals


PipelineProgression – Current + Future 2 Quarters


PipelineAt Risk – Proactive Focus & Planning


ForecastingSubmission Status – Management Productivity


Multi-Dimensional Forecasting Comparison – Forecast & Pipeline by Product & Currency


Solution LandscapeWhitespace – Cross-sell & Upsell Strategy


Customer 360Sales & Products Insight – Blending CRM, ERP & Support Info


For More Information

search.oracle.com

or

sales.oracle.com

CRM Analytics