Lepanto Customer Relationship Management - New York Oracle ...nyoug.org/Presentations/2004/200409crm.pdf · Oracle’s CRM Offering CRM Overview, Rob Lepanto, AppCentric Marketing

Customer RelationshipManagement

(CRM)

Rob Lepanto, AppCentric

About the Presenter

Rob Lepanto has been working with the Oracle Apps forover 10 years, with a focus on customer-facingapplications.Rob has performed exhaustive reviews of the CRMsoftware offered by Oracle, Siebel, PeopleSoft, and SAPand has worked with clients on package selection forCRM solutions.Rob is a Partner at AppCentric, a high-quality ERPconsulting company based in Manhattan.Rob is the President of the NYC-OAUG

CRM Overview, Rob Lepanto, AppCentric

What is CRM?

An integrated, comprehensive process providingan organization with information about itscustomers, enabling it to provide the rightproducts and services to the right customers atthe right time, at the right price, while providingthe right level of quality.


What are the Benefits of CRM?

The potential benefits include:– Increased sales

– Increased customer retention

– More profitable customer relationships

– Decreased operating costs

– Increased margins

– Increased shareholder value


Potential

The goal of this presentation

To provide the audience with a brief, conceptualframework for CRM and an introduction to theOracle CRM suite.To provide the audience with information that willhelp them determine whether they would like tolearn more about how CRM could benefit theirorganization.To determine if there is interest in more focused,training-oriented sessions on CRM sponsored bythe NYC-OAUG.


Components of CRM


Retaining Customers

Acquiring Customers

Identifying Customers Market Research

Marketing

New Sales

Service

Support

Ongoing Sales

ProspectingI

N

F

O

R

M

A

T

I

O

N

Using Systems to Support CRM

Early CRM focused on automation

Current CRM focuses on– Automation, but also:

– Information

– Alignment

– Collaboration

– Effectiveness


Information

Identifying, capturing, and recalling informationabout the customer is the basis forunderstanding how to interact, work with, andsupport that customer


Alignment

Ensures that groups within an organization worktogether to support corporate objectives throughbetter communication, consistent information,and objectives.


Collaboration

Enables coordinated selling, service, and supportacross channels, business units, anddepartments through integrated processes andshared information.


Effectiveness

Driving enterprise information and enterprise-wide business processes throughout all phasesof the sales and service process.


Some Influential Factors

Cost of acquiring new customers is higher than the costof retaining current customers.

Indirect channels are accounting for an increasingpercentage of total sales volume.

Outsourcing and Offshoring, while potentially creatingsignificant cost-savings, are physically and logisticallydividing organizations and are increasingly separatingcustomers with customer service organizations, in termsof time, location, and culture.


Oracle’s CRM Offering

Oracle Marketing

Oracle Sales

Oracle Service

Oracle Partner Relationship Management

Analytics


Oracle’s CRM Offering


MarketingMarketing9i Data MiningTradeManagement

SalesTeleSalesField SalesSales OfflineConfiguratorQuotingProposalsIncentiveCompensationiStore

ServiceTeleServiceiSupportField ServiceMobile FieldServiceAdvancedSchedulerDepot RepairServiceContracts

AnalyticsBusinessIntelligenceDiscovererSales Analyzer

PartnerRelationshipManagementPartners

Oracle Marketing


Campaign Planning and ExecutionAnalysis and ReportingSegmentation and List ManagementE-MerchandisingBudget and Cost ManagementPromotion ManagementProduction Creation and MaintenancePricing ManagementDeliverable and Message ManagementEvent Logistics ManagementResponse ManagementLeads ManagementMarketing to Partners

MarketingMarketing9i Data MiningTradeManagement

Oracle Sales


TeleSales

Field Sales

Sales Offline

Configurator

Quoting

Proposals

Incentive Compensation

iStore

SalesTeleSalesField SalesSales OfflineConfiguratorQuotingProposalsIncentiveCompensationiStore

Oracle Service


TeleService

iSupport

Field Service

Mobile Field Service

Advanced Scheduler

Depot Repair

Service Contracts

ServiceTeleServiceiSupportField ServiceMobile FieldServiceAdvancedSchedulerDepot RepairServiceContracts

Oracle Analytics


Complex and comprehensive tools

Needed for ‘complete’ understanding of customers andmanagement of customer relationships.

Best of breed software

AnalyticsBusinessIntelligenceDiscovererSales Analyzer

Oracle Partner Relationship Mgmt


Work collaboratively with distribution channel partners

Allows companies to register, profile, and managechannel partners

PartnerRelationshipManagementPartners

In Summary

Oracle’s CRM offering is substantial. It is alsosomewhat complicated because it is comprisedof so much functionality.Integration with the rest of the ERP suite is oneof its major advantages.The goal of this presentation was to provide youwith some basic information on CRM todetermine whether this will be an important topicfor future meetings.


For more information

If you want to learn more about CRM, including eithermore detailed presentations on the various modules ortraining sessions for individual modules, please indicatethis on the NYC-OAUG survey that you have received.

Due to time constraints, questions will be handled viaemail or over the phone.

If you would like to speak to me directly about thispresentation or any NYC-OAUG issues, please either callme (Rob Lepanto) at 212.724.3502 or email me [email protected].


Documents

Lepanto Customer Relationship Management - New York Oracle ...nyoug.org/Presentations/2004/200409crm.pdf · Oracle’s CRM Offering CRM Overview, Rob Lepanto, AppCentric Marketing