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CRM at Oracle – Marketing Business Intelligence

Deepak Gupta Roger Rich Amir Motamedi

Vice President Senior Director DirectorCRM Systems Marketing Systems Marketing BI

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$26.8 billion in revenue for fiscal year 2010

•More than 370,000 customers worldwide

•More than 21,000 partners

•100,000+ employees, including:

•35,000 sales & marketing

•7,500 support

Global CRM (GCM) Single Instance

• 1.8M Accounts• 20M Contacts• 20M Prospects

35,000 Internal users

• 72M Marketing Responses• 24M Sales Activities• 18M Marketplace Accounts

100,000 Territory Lookup users

300,000 Partner users

Partner Portal

145 Countries

10 Languages

Objective

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

Approach• Go Native – 90% vanilla• Go Fast – 1 year to rollout• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI

Oracle’s Global CRM ImplementationOptimizing Our Go-To-Market

Sales

Customer Data

Marketing

Partners

Global CRM Single Instance Ecosystem

Implementation planned

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CRM at Oracle – Marketing Business Intelligence

Deepak Gupta Roger Rich Amir Motamedi

Vice President Senior Director DirectorCRM Systems Marketing Systems Marketing BI

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Marketing Business Cycle

Global

CRM

Plan

Execute

Manage

Analyze

Siebel MRMPlanning and BudgetingDefine Marketing Initiatives

Create Funds & Allocate BudgetRequest & Approve BudgetCreate Plans & Programs

Campaigns/Os/Ts

Siebel MarketingList and Segmentation

Target AudienceBuild/Load SegmentsLaunch Campaigns

Email Marketing

OCH & Siebel MarketingResponse Management

Response CaptureQualificationAssignment

Lead Creation

CRM Analytics (OBIA) Closed Loop ReportingMeasure Marketing ROITrack Budget to ActualFact-based Planning

Marketing Business Cycle

eMarketing AppsMarketing Execution

Landing PadEvent RegistrationSoftware Download

Siebel Call CenterOpportunity Management

Opportunity ConversionOpportunity Progression

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CRM at Oracle – Marketing Business Intelligence

Deepak Gupta Roger Rich Amir Motamedi

Vice President Senior Director DirectorCRM Systems Marketing Systems Marketing BI

<Insert Picture Here>

Marketing Business Intelligence

Analytics Complexity

Visibility

Effectiveness

Predictive

IT Developer BI Developer BI Analyst

Alliances•Partner

Contribution•Channel

Visibility

Sales/Marketing•Pipeline

Progression•Campaign

Effectiveness

Finance•Sales

Forecasting•Most Likely

Next Purchase

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)

Executive Reports

Management (Program) Reports

Marketing Intelligence Reports

Data Quality Reports

Best Practices

•Understand Reporting Requirements

•Focus on Education & Training

•Global Data Warehouse

•Partner with IT