Copyright © 2006, Oracle. All rights reserved. 1 Oracle Online Training Materials – Usage Agreement Use of this Site (“Site”) or Materials constitutes

Copyright © 2006, Oracle. All rights reserved.1

Oracle Online Training Materials – Usage Agreement

Use of this Site (“Site”) or Materials constitutes agreement with the following terms and conditions:

1. Oracle Corporation (“Oracle”) is pleased to allow its business partner (“Partner”) to download and copy the information, documents, and the online training courses (collectively, “Materials") found on this Site. The use of the Materials is restricted to the non-commercial, internal training of the Partner’s employees only. The Materials may not be used for training, promotion, or sales to customers or other partners or third parties.

2. All the Materials are trademarks of Oracle and are proprietary information of Oracle. Partner or other third party at no time has any right to resell, redistribute or create derivative works from the Materials.

3. Oracle disclaims any warranties or representations as to the accuracy or completeness of any Materials. Materials are provided "as is" without warranty of any kind, either express or implied, including without limitation warranties of merchantability, fitness for a particular purpose, and non-infringement.

4. Under no circumstances shall Oracle be liable for any loss, damage, liability or expense incurred or suffered which is claimed to have resulted from use of this Site of Materials. As a condition of use of the Materials, Partner agrees to indemnify Oracle from and against any and all actions, claims, losses, damages, liabilities and expenses (including reasonable attorneys' fees) arising out of Partner’s use of the Materials.


Purpose:This document provides an overview of features and enhancements included in Release 8.1. It is intended solely to help you assess the business benefits of upgrading to Release 8.1.

This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oracle Software License and Service Agreement, which has been executed and with which you agree to comply. This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. This document is for informational purposes only and is intended solely to assist you in planning for the implementation and upgrade of the product features described. 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 in this document remains at the sole discretion of Oracle. Due to the nature of the product architecture, it may not be possible to safely include all features described in this document without risking significant destabilization of the code.

Disclaimer:


Siebel Marketing 8.1Siebel Marketing Objectives

After completing this learning session, you will be able to:• Describe the new features and enhancements in the Siebel

Marketing 8.1 Release• Describe new capabilities, integration options and systems

process flows


Siebel 8.1 Marketing Overview

World Class Lead Management• Enhanced end-to-end lead management process flows

• Enhanced list and response import

• Enhanced data integration and data quality capabilities

• Advanced rules framework for lead scoring and routing

Web and Email Marketing• New usability enhancements

• Advanced system manageability

• Enhanced web landing pages/web surveys

Copyright © 2006, Oracle. All rights reserved.

Lead Management

Functional Deep Dive






Web and Email Marketing• New usability enhancements

• Advanced system manageability

• Enhanced web landing pages/web surveys

Siebel 8.1 Marketing Overview


Integrated Sales and Marketing process

Measure EffectivenessMeasure Effectiveness

Assess Feedback from Sales

Channel


Channel

Modify Lead GenProgram


AcquireRight

Contacts

AcquireRight

Contacts

ExecuteProgramsExecute

Programs

Capture & QualifyLeads


DistributeLeads

DistributeLeads

Accept/Reject

Accept/Reject

WorkOpptyWorkOppty

PlanPrograms

PlanPrograms

Marketing Sales

Investment Return


Improved alignment between Marketing and Sales• Streamlined lead process. More clarity on how to implement the lead

management process within Siebel• Consistent information flow from Marketing to Lead Qualifiers to Sales

Higher Quality Leads• Better qualified• Better data quality• Automated scoring

Accelerated end-to-end process of lead management• Self service methods of importing lead information• Support for dedicated Lead Qualification team to focus sales reps on

qualified opportunities• Flexible routing logic to get highest value leads to right reps• Time-based reminders and escalations

More flexibility for local teams• Local control for Sales and Marketing Ops to define lead scoring and

routingBetter visibility into the whole process

Siebel Lead Management 8.1 – Benefits





Channel


Channel



AcquireRight

Contacts

AcquireRight

Contacts


Programs



DistributeLeads

DistributeLeads

Accept/Reject

Accept/Reject

WorkOpptyWorkOppty

PlanPrograms

PlanPrograms

Marketing Sales

Investment Return


Capture Leads - Enhanced Data Import

• Self-service import of lists from third party sources, offline files and other IT systems

• Support for contacts, prospects, accounts, leads and responses

• Enhanced UI to upload lists, manage list mappings, and monitor jobs

• Processes records through a quarantine process where data quality matching, address cleansing is performed

• Extensible mapping and loading logic

• Enhanced error handling


Data Import Framework

Staging Area

ImportFile

Core CRM

Contacts

Accounts

Leads

Responses

Prospects

Channelassignmentand scoring

Multi-threadedbatch import

Contact import workflow

Lead import workflow

Response import workflow

Prospect import workflow

Account import workflow

Contacts

Accounts

Leads

Responses

Prospects

• Configurable and extensible import framework• Dedicated import logic for each primary object


Reusable mappings

Mappings driven by selected object

Data Import: File Mapping View

• Business users can map their files to target fields• Mapping fields appear based on the main object selected


Data Import: File Mapping View

• Reusable mappings • Designate required fields per mapping if desired (note: user keys at object level

still apply)

• Control which fields can be updated and what determines an exact match


Manual or scheduled import

End user can review and cleanup any data problems

Data Import: Job Setup

• Rejected records returned in separate file for easy review and correction

• Supports scheduled one-time or repeating jobs


End user can monitor progress of the import

Data Import: Job Monitoring

• Job Status view show progress of import task and any errors which occur

• Click ‘Refresh’ button to update page with latest information


Diagram of how data actually comes in the system

Staging Tables

XML File <?xml version="1.0" encoding="ISO-8859-1" ?> -  - <contact> <FirstName>John</FirstName> <LastName>Doe</LastName> <Email>[email protected]</Email> <Company>Oracle</Company> </contact>

S_LEAD_IMPT

S_CONTACT_IMPT

S_ORG_EXT_IMPT

Workflow process

S_LEAD

S_CONTACT

S_ORG_EXT

Siebel Object Manager

Siebel Object Manager

RulesRules

Delimited Text File

Base Tables

Insert dataInsert data

De-dupeDe-dupe

Move to

Base Tables

Move to

Base Tables


The Lead Import Workflow Process


Lead Import Logic


Response Import Logic


Account Import Logic


Contact Import Logic


Summary: Siebel 8.1 Import vs. Previous Releases

Previous Release Siebel 8.1 Import

Import process Hard coded business service Workflow driven

Supported objects (ability to insert and update)

Prospects

Responses

Contacts

Accounts

Prospects

Responses (with survey answers)

Leads

Import file types Delimited text and fixed width Delimited text, fixed width, XML

Mappings Direct buscomp fields Extensible integration objects

Job Monitoring Status field and # of errors Step by step progress messages

Error Handling Admin must open log files Rejected records returned in a file to end user for review and correction

Required Fields Hard coded Configurable based on mapping and object

Scheduling None Scheduled one time and repeating jobs

Deduplication Only contacts and prospects Deduplication for each party in the file, including accounts and contacts in same row





Channel


Channel



AcquireRight

Contacts

AcquireRight

Contacts


Programs



DistributeLeads

DistributeLeads

Accept/Reject

Accept/Reject

WorkOpptyWorkOppty

PlanPrograms

PlanPrograms

Marketing Sales

Investment Return


Siebel Lead Management 8.1 – Distribute and Manage LeadsIncreased alignment, control and effectiveness of response to order process

Enhanced Capabilities• Improved data flow to sales• Lead channel selection rules• Lead scoring rules• Closed loop lead lifecycle

management• Enhanced ‘Lead Qualifier’ UI• Explicit lead conversion,

rejection• Time tracking of lead changes

to support time-based reassignment and escalation


Hot Lead

Budget Status Approved <$50,000

Decision Timeframe within 1 week, within 1 month

Decision-maker (Final, Economic or Technical)

A Lead:

Medium Lead

Budget Status Approved <$50,000

Decision Timeframe 1-3 Months


B Lead:

Medium to Low Lead

Decision Timeframe 3-6 months

C Lead:


Response cannot be rated because not enough information has been collected.

D Lead:

Dead or very low value - information too incomplete to contact, or factors are all wrong (no budget, contact is not a Decision Maker, long timeframe)

Use Siebel Rules Framework to develop lead scoring logic.

Example:

Lead scoring - example


Example Rule Setup in Siebel Business Rules Tool


Local control of lead routing process

Each sales division can select it’s preferred parameters for lead scoring, routing method, and time limits





Channel


Channel



AcquireRight

Contacts

AcquireRight

Contacts


Programs



DistributeLeads

DistributeLeads

Accept/Reject

Accept/Reject

WorkOpptyWorkOppty

PlanPrograms

PlanPrograms

Marketing Sales

Investment Return


Lead Status and Lifecycle

• Defined lead statuses

• Actionable Disposition

• Rerouting possible

• Time based New Lead passed to

Sales

Lead Status

Accept

Retire

Reject

Result

Opportunity Created

Lead Archived

Not a Lead

Nurture

To Be Reassigned

Qualified

Convert

Converted

Rejected


Lead Qualification User Interface

Lead Status is used to control the Lead Lifecycle


Tracking of lead lifecycle

Quick action buttons for Lead Qualifiers and Sales Reps

Lead Qualification User Interface


Lead converted to Opportunity


Lead ManagementDemonstration


Summary






Siebel 8.1 Lead Management


Additional Resources

Siebel 8.1 Bookshelf

• Marketing User Guide

• Siebel Business Rules Administration Guide

Additional TOI’s to watch

• Siebel 8.1 Email and Web Marketing

• Siebel Business Rules


Thank You

Thank You

Documents

Copyright © 2006, Oracle. All rights reserved. 1 Oracle Online Training Materials – Usage Agreement Use of this Site (“Site”) or Materials constitutes