Oracle CRM On Demand Product Strategy And Roadmap
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The document outlines Oracle's CRM On Demand product strategy and roadmap. It discusses key industry trends driving demand for cloud computing, mobility, and customer centricity. The roadmap shows Oracle's plans to enhance usability, analytics, and mobility capabilities over the next few releases of CRM On Demand to better serve industries like life sciences. It also discusses expanding data center infrastructure to increase reach.
Oracle CRM On Demand Product Strategy And Roadmap
- 1. 1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 2. Oracle CRM On Demand Overview, Strategy and Roadmap Panel Participants: 2 Chris Haven, Piers Evans, Sundeep Parsa, Michael Salerno, Phil Whitwell Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 3. 3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 4. 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. 4 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 5. What Is Oracle CRM On Demand? Oracle Fusion Middleware and AIA Integra5on 5 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 6. The World’s Most Demanding Organizations Run on Oracle CRM On Demand 6 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 7. And They Are Getting… • Improved sales forecasting accuracy by 25% SMARTER • Reduced pipeline reporting from 7 days to <1 day • Reduced sales reporting from 2 hours to 5 minutes • Saved 200 hours a month in preparing sales reports MORE • Saved 90 hours per week in call preparation time PRODUCTIVE • 3x increase in deals closed • Implemented Oracle CRM On Demand in 45 days BEST • Achieved 85% user adoption in one week VALUE • Achieved 100% user adoption in 30 days 7 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 8. Increased Reach. More Data Centers Coming Scotland India Austin China Singapore Sydney Production Planned 8 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 9. Key Industry Trends and Transformations Shifting How Business Is Done Customer Centricity & Multi Channel Selling Effectiveness Marketing Real-Time Decisions Mobility Cloud Computing 9 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 10. CRM On Demand Roadmap Release 19 • CRM Desktop Release 20 • • Usability Analytics Release 18 • iPad • Mobility • Usability • Analytics • Life Sciences • Analytics • Database Vault • Hosted Code • PRM • Insurance Release 16 R16 Innovation Pack 2 • Life Sciences • Life Sciences • More Custom Objects • Sales Campaigns • CRMOD to Siebel CRM PIP • Better forecasting • Analytics Data Visibility • Advanced Security (VPN, • Related Items layout / inline edit • EBS PIP, Phase II Dedicated Circuits, HIPAA) • Web Svcs for attachments • JDE World PIP • Search enhancements FY12 • Analytics for User Quotas Q1 FY12 • Dutch, Thai, Traditional Chinese Q3 FY11 • Sales Library Aug 2010 • PRM Feb 2010 Nov 2009 R19 Innovation Pack Aug 2009 • Configurable Mobile Mar 2009 R18 Innovation Pack • Disconnected Mobile • CRM On Demand Marketing • Chat (COD) Release 17 • Insurance • OPA Integration • Life Sciences R16 Innovation Pack 1 • PRM • Named queues • More web 2.0 / Social CRM • Small Enhancements • More integration • Swedish, Russian, Danish, • More enterprise SaaS Polish, Finnish • More languages • Advanced workflow • Related Items Visibility 10 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 11. Delivering Continuous Customer Interaction Disconnected On Demand ODM ODM Contact App. Mobile Sales Marke7ng Web Form Micro-‐site OD Role Sales Rep Marketing Customer Customer Customer Web / Service / Call Center In-Person sample Marketing Dept’s Customer opens After web form Customer Story drop with existing Zonall email, clicks link and completed, wants more eDetailing. campaign has is directed to web customer product info – dynamic form where he reviews Zonall clicks ‘Help’ Dr asks about new segmentation registers for an event website icon to trigger product Zonall that now includes or downloads study chat / co- this Contact. information. browsing session. Campaign He also enters includes: email additional information web forms and used for progressive micro-sites. profiling 11 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 12. DEMO 12 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 13. Mobile CRM 2.4 Average days Field Sales Reps spends on the road per week 400M # of Outlook users in the world 2012 Smartphones may eclipse PC market 13 #3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Apple’s rank in global portable computing market in Q2/2010
- 14. Next Generation Mobile CRM CRM On Demand Anywhere, Anytime • CRM Desktop for Outlook • Safari browser on iPad • Native Connected & – Manage CRM On Demand – CRM On Demand native UI Disconnected Mobile Sales information directly from certification Applications Outlook interface – Manage CRM On Demand from – Connected and disconnected iPad, iPhone, RIM, (future modes Android) – Extensible – Extensible 14 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 15. Two Disconnected Pipelines • Marketing generates most of the • Marketing doesn’t deliver enough leads qualified leads • Sales doesn’t contact them quickly • Sales generates 90% of our own enough leads SUSPECTS PROSPECTS Lead Lead Lead Lead Deal Closed Generation Nurturing Acceptance Support Business Qualification MARKETING FUNNEL SALES FUNNEL 15 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 16. Oracle Provides Complete Sales & Marketing SALES MARKETING Contact Management! Analytics! Lead Nurturing! Lead Management! Opportunity Unified Lead Scoring! Management! Funnel Response & Management! Forecasting! Website Monitoring! Enterprise PRM! Visibility Web Marketing! Mobile! Campaign Automation! Sales Reporting! Email Campaigns! 16 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 17. Multi-Channel Challenges Fragmented Customer Interactions Customer Siloed Business Units Agent • Inconsistent customer • Poor integration between • Incomplete view of experience telephony and CRM customer • Disjointed communications • Inflexible applications • Increased call handling channels • Capital expenditures for time • Decreased satisfaction premise-based equipment • Inconsistent and impersonal interactions 17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 18. Multi-Channel CRM Integrated Oracle Contact On Demand Voice Email Chat Multi-Party Conference Expanded email templates Click to Chat Multiple Inbound Lines Intelligent email response Supervisor to Agent Chat Enhanced collaboration Rich email content Co-Browse Deliver intelligent, personalized interactions for every customer Lower training costs with a single user interface for all channels Reduce total cost of ownership with pre-integrated solution 18 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 19. Enabling the Customer 360 Lead Generation Territory Assignments Marketing Investment Team Selling Campaigns & Events Key Customer Planning Opportunity Pipeline Up-Sell/Cross-Sell Forecast Customer Intelligence Service Renewal Orders Customer 360 Sup Contact Center por Quotes Service Delivery t Certification & Training Customer Profitability Finance Order Booking & Contracts Fulfillment Revenue & Quota Analysis Budget vs Forecast 19 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 20. Oracle Policy Automation Connector for Oracle CRM On Demand Phil Whitwell, Product Strategy Director 20 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 21. The New Standard for Business Flexibility Enable CRM On Demand to: • Provide Dynamic Interview for interactive self service and call center advice • Easily model and maintain complex rule using natural language 21 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 22. DEMO: CRM On Demand & OPA Create Opportunity Develop Quick Quote Generate Premium 22 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 23. Key advantages of the Connector Simple Fast Low Cost Deployment Cross Industry Support Implementations • Users can get started with • No need for expensive hardware • Use OPA to extend CRMOD for CRMOD data model with simple • OPA can be deployed out to any industry where legislative or wizard hosted environment policy-based rules are common • Rule authoring and testing • Rule modeling license cost • All CRMOD’s applications can performed standalone in Oracle included with runtime license be extended with OPA decisions Policy Modelling • Complete deployments of Web • Use Web Determinations to • Integrate Web Determinations Determination in less than 30 capture data not represented in into CRMOD as an applet in days* CRMOD less than 5 minutes 23 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. * Based on sample of EMEA implementation of OWD
- 24. Broad Applicability Across Industries Insurance Telecommunications • Self-service quoting for customers and • Self-service quoting and bundling brokers • Includes compatibility and constraints • Guided sales agent quoting for • Wholesale pricing insurance policies • Contract termination / separation • Risk classification and premium • Technical service charging calculations • Claims adjudication and payment calculations High Technology and Financial Services Manufacturing • Self-service loan origination – • Service billing needs analysis, eligibility and quotes • Warranty processing • Business policy adherence for rates, eligibility, exception management • Manufacturing process automation and consistency / escalation rules • Regulatory compliance for marketing offers and transactional flags Other • Tailored to region- and corporate- specific needs • Complex territory assignments • Healthcare provider assessments • Hosted field service management • Multi-level marketing – sales and campaign mgmt 24 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 25. Oracle CRM On Demand Roadmap Continued Innovation Release 19 Release 19 Innovation Release 20 • CRM Desktop Packs • More Mobility • Connected Mobile Sales • Integrated Marketing OD • More CRM – Sales, Service • More Extensibility • Integrated Contact OD & CTI & Marketing • More Life Sciences API • More Analytics • More Insurance • Disconnected Mobile Sales • More Industry Investment • More advanced security • Integrated OPA • Enhanced Usability • More operational transparency • Database Vault • Enhanced Extensibility • Java Cloud • Enhanced Security GA: Today! Available: Statement of Direction 25 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 26. Oracle CRM On Demand The Smart Choice for Cloud CRM Oracle Others Sales Force Automa7on Service Integrated Marke7ng Tailored Industry Support Comprehensive Analy7cs Enterprise-‐Grade Cloud Security Mul7ple Cloud Deployment Op7ons Single Provider Solu7on Lowest Total Cost of Ownership 26 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 27. Why Oracle CRM On Demand Get Smarter Get More Productive Get the Best Value 27 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 28. CRM at Open World • Attend one of our Sessions – 90+ sessions in the CRM Track – Most in Moscone West, Room 2003-2012 • Register for CRM Reception for Senior Executives – Tuesday night, 6:00 – 8:00 PM, Howard Street Tent – Tickets at Pavilion Booth #3837, Moscone West, Level 1 Exhibit Hall • Visit the CRM Pavilion and Live Demos in DEMOgrounds – Booth #3837 and Aisle 3800 section Moscone West, Level 1 Exhibit Hall • Meet CRM experts in the Oracle CRM Lounge – Moscone West, 2nd Floor Apps Lounge – Monday-Wednesday, 10:00 am – 6:00 pm; Thursday, 9:00 am – 4:00 pm 28 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 29. Stay Connected… Read blogs.oracle.com/CRM Watch youtube.com/OracleCRM Follow twitter.com/OracleCRM Join facebook.com/OracleCRM Learn oracle.com/CRM Community http://communities.oracle.com Use and Follow #OOW11CRM for LIVE UPDATES during the conference 29 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 30. 30 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 31. 31 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.