What IS CRM?

CRM
What does it all mean?
CRM = Customer Relationship Management

CRM = Cost Reduction Management

CRM = Create Rewarding Margins

The Evolution of CRM

IC

Basic Call
Handling

Skills Based
Routing

Value Based
Routing

Predictive
Outbound

Enabling
Technology

CSA

Basic Trouble
Shooting

Service Req
Management

Knowledge
Leverage

Entitlement
Processing

Multi-Channel
Service

MA

Campaign
Creation

Basic
Segmentation

Advanced
Targeting

Multi-Channel
Execution

ROI
Management

EC

Content
Delivery

User
Identification

Basic
Selling

Advanced
Selling

Customer
Portals

SFA

Contact
Management

Pipeline
Management

Forecast
Management

Multi-Channel
Coverage

Sales Channel
Optimization

Time

The CRM Process

The Attract
CRM Process
Inform

Customize

E-mail Campaigns
Automated Marketing
In/Outbound Call center
Field Sales/Service
iStore

Collateral Fulfillment
In/Outbound Call Center
Scripting/Workflow
eMail / iStore
Automated Marketing
Field Sales/Service

Configuration
Scripting / Workflow
Collateral Fulfillment

Analyze

This is
CRM
Today

Transact
In/Outbound Call Center
iStore / eMail
Field Sales / Service
Order Capture
Contracts
Channel Integration

Interact

Pay

Deliver

iSupport
Customer Care/Support
Field Sales/Service
iStore/eMail
Contracts
Scripting/Workflow

iPayment
Collections/Receivables
Field Sales/Service

Order Management
Order Fulfillment
In / Outbound Call Center
Field Sales/Service
iStore / eMail

Business Intelligence
Customer Intelligence
Data Warehouse

Make the Complex Simple

Simplify Business Process
Simplify Information
Simplify Implementation

The Real Issue : No Business Flow

Marketing

Sales

Campaign Mgmt

Sales

Marketing
Analytics

Web Store

Campaign to
Lead

Opportunity
to Close

Service

Contracts

Service

E-Mail Mgmt

Contact to
Resolution

Contract to
Renewal

Complete Process Automation

Campaign To Order E-Business Flow

Marketing
Campaign

How Many Leads Did We Quote On ?

Sales
Lead

Sales
Opportunity

Sales Quote

Contract

Order
Management

Continuous Flow of Business

Supply
Chain

Marketing
Sales

Procurement
Service
Human
Resources
Financials

Order
Management

How Do You Simplify Information?

Think Integration

Customer Information in One Place

Accounting

Purchasing

Manufacturing

HR

Service

Marketing
eMail
Marketing

Phone
Service

Web
Marketing

Field
Service

Customers,
Products,
& Everything
Else!

TeleMarketing

Web Self
Service

Partner
Marketing

Email
Service

Direct
Marketing

Service
Partners

Point of
Sale

TeleSales

Direct
Sales

Sales

Partner
Sales

Web
Sales

Result: Daily Business

Intelligence
Daily Lead Positions
Daily Sales Positions
Daily Contracts Renewal Status

Daily Inventory Positions

Daily Business Forecasts
Daily Service Call Resolution

Know more, spend less.

To Simplify Implementations

Think Modular

The Path to the E-Business Suite:

Oracles Unique Architecture

Service

Marketing
Web Store

Accounts
Receivable

TeleSales

FIRST NAME

PECK HOON

LAST NAME

WEE

STREET

21 BARN ROAD

CITY

SINGAPORE

COUNTRY

ROS

COMPANY

ACME PTE LTD

EMAIL ID

phw@acme.com

PHONE

0-11-444-5566

SALES REPS
ORDERS

Contracts
Order
Management

Direct
Sales

INVOICES
CONTRACTS
SUPPORT REPS

The Path to the E-Business Suite:

Oracles Unique Architecture
Marketing
Web Store

FIRST NAME

PECK HOON

LAST NAME

WEE

STREET

21 BARN ROAD

CITY

SINGAPORE

COUNTRY

ROS

COMPANY

ACME PTE LTD

EMAIL ID

TeleSales

PHONE
SALES REPS
ORDERS
INVOICES
CONTRACTS
SUPPORT REPS

Simplicity Requires Breadth

Customers Online

Analytical
Applications

Business Intelligence
Marketing Intelligence
Business
Applications

Interaction Center
Intelligence

Marketing Online
Contracts
for Sales

iMarketing
CRM
Foundation

Interaction
Channels
E-Business
Foundation

MES

Sales Intelligence

Contracts
for
Service

iStore

Contracts
for Rights

iPay

Service Intelligence

Sales
Online

Partners
TeleSales Online iSupport
(POL)

Mobile
Field
Sales

Incentive
Comp

Depot
Repair

Advanced
Scheduler
Mobile
CollecSpares
TeleService
Field
tions
Mgt
Service

Universal Work Queue

Resources

Territories

Assignment Engine

Tasks

Notes

Calendar

1-on-1 Fulfillment

MES/Knowledge Base

Interaction History

Attachments

Escalation Management

Interaction Center
Telephony, Scripting,
Predictive Dialer,
eMail Center
Call Center Connectors

iMeeting
Web

Collaboration,
Chat.
Co-browsing

Wireless

Common Application Architecture & Schema

(TCA, Products, Pricing, Configurator, User Login, Security, etc)
E-Business
Platform

Field
Service

E-Business Platform

Mobile
(Laptop, PDA)

Marketing Suite Process Map

Inventory
Items
Collateral
Products
Order
Management
Prices
Offers
/Discounts

Data Model
Prospects
Customers

Marketing
Intelligence
Decision
Quality
Information
Marketing
Online

iMarketing
eMail
Server

Internet
iStore
eMail

Field/Mobile
Sales
TeleSales

Collateral

Marketing
Encyclopedia
System

Order
Capture
Scripting

Foundation Components
Resources, Territories, Assignment Mgr, Interaction History,
Calendar, Notes, Tasks, 1to1 Fulfillment
Application Components - Workflow
Database Platform

The Sales Process Flow

PST
N
Customer
Adv.
Outbound

Custome
r
Internet

Customer

Adv.
Inbound

Partners
Online
Lead

Sales
Online

Mobile
Sales

iMeeting

Lead

Sales Intelligence

Telesales

Quote

Cart

Quote

Configurator
Inventory
Management
Collections

iMarketing

Quoting

Scripting

iStore

Order

Order
Management
iPayment
Accounts
Receivable

Incentive
Compensation

Foundation Components
Application Components Data Model, Workflow
Database Platform

A Service Process Flow

Service Intelligence

Customer
Request

Internet

iSupport

Contracts

PSTN
Customer

Request

Teleservice

Dispatch

Request

Spares
Management

Depot Repair

Order
Management

Mobile Field
Service

Scheduler

Advanced
Inbound

Human
Resources

Field Service

Request

Accounts
Receivable

Inventory
Management

Foundation Components

Application Components Data Model, Workflow

Database Platform

Contracts Process Flow

Contract
Authoring

Contract
Enforcement

Contract
Approval

Contract
Renewal

Templates

Quality Control

Counters

Auto Renewal

Article Library

Approval Workflow

Events

Price Changes

Items
Services
Products

Inventory

Parties
Sites
Locations

Receivables

Products

Products

Install Base

Service
Requests

Charges
Discounts

Approval

Invoices
Entitlements

Teleservice

Order
Management

Billing

iSupport

Oracle BI Suite Enterprise

Edition
Unified Business Intelligence Infrastructure
Interactive
Dashboards

Reporting &
Publishing

Ad-hoc
Analysis

Proactive
Detection
and Alerts

Disconnected
Analytics

MS Office
Plug-in

Web
Services

Common Enterprise Information Model

Intelligent Caching Services

Oracle
BI Server

Multidimensional Calculation and Integration Engine

Intelligent Request Generation and Optimized Data Access Services

OLTP & ODS

Systems

Data Warehouse
Data Mart

SAP, Oracle
PeopleSoft, Siebel,
Custom Apps

Files
Excel
XML

Business
Process

Oracle BI Applications
Multi-Source Analytics with Single Architecture
Auto

Comms
& Media

Sales

Complex
Mfg

Service &
Contact
Center

Consumer
Sector

Energy

Financial
Services

Marketing

Order
Management
& Fulfillment

High
Tech

Insurance
& Health

Supply Chain

Life
Sciences

Public
Sector

Travel
& Trans

Financials

Human
Resources

Pipeline
Analysis

Churn
Propensity

Campaign
Scorecard

Order
Linearity

Supplier
Performance

A/R & A/P

Analysis

Employee
Productivity

Triangulated
Forecasting

Customer
Satisfaction

Response
Rates

Orders
vs. Available
Inventory

Spend
Analysis

GL / Balance
Sheet Analysis

Compensation
Analysis

Customer
& Product
Profitability

HR Compliance
Reporting

Sales Team
Effectiveness

Resolution
Rates

Product
Propensity

Cycle Time
Analysis

Procurement
Cycle Times

Up-sell /
Cross-sell

Service Rep
Effectiveness

Loyalty and
Attrition

Backlog
Analysis

Inventory
Availability

Cycle Time
Analysis

Service Cost
Analysis

Market Basket
Analysis

Fulfillment
Status

Employee
Expenses

Lead
Conversion

Service
Trends

Campaign ROI

Customer
Receivables

BOM Analysis

Prebuilt adapters:

Oracle BI Suite Enterprise Edition

P&L Analysis

Expense
Management
Cash Flow
Analysis

Workforce
Profile
Turnover
Trends
Return on
Human Capital

Other Operational
& Analytic Sources

Example: Analytic Workflows

Business
Objectives /
Issues

Maximize Cash Flow

Is DSO on target?

Is Overdue Balances
trending up?

Gain
Insights

How long is the

underlying Overdue
Balance pending?

Who are the Customers?

Drill to
Overdue Invoice Detail

Take Action

Target collection efforts to

reduce overdue balances

Q U E S T I O N S
A N S W E R S