<Insert Picture Here> Evènement partenaires CRM Oracle 12 mai 2010

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1 <Insert Picture Here> Evènement partenaires CRM Oracle 12 mai 2010 Virginie Croiset, CRM Sales Consultants manager, Oracle France

2 Safe Harbor Statement 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.

3 Agenda Evolution du Marché du CRM Stratégie Oracle CRM, axes de développement et roadmaps FY11

4 witnessed the most severe economic recession in generations, and the IT industry suffered an even greater decline than it did during 2001, following the dot-com bubble. Yet all recessions come to an end, and this one will, too. It is now as the recession gives way to growth that there is great opportunity to plan for that growth and enable your organization to take advantage of a recovering economy. Leading the IT organization in 2010 requires a clear vision for melding technology, business process and financial management into a cohesive view of IT investments and priorities.

5 Gartner perspective IT spending 2010 Le marché du Saas en hausse de 18% en 2009, estimé à 24% du marché du CRM 2009 : Smaller but more strategic purchases 2010 : Increasing demand on strategic and enterprisewide deployements

6 Ce qui a changé? Forrester, CRM trends, février 2010 Organizations increase investment in their most important asset: customers CRM evolves into the extended CRM application ecosystem SaaS for CRM becomes the default choice Social CRM hype reaches a crescendo, but projects remain in pilot mode Customer Service embraces real-time methods Next-generation customer intelligence solutions emerge The struggle to integrate customer data continues

7 Le marché du CRM Total Market Share 2009 * Gartner defines total software revenue as revenue generated from new licenses, updates, subscriptions and hosting, technical support, and maintenance. Professional services revenue and hardware revenue are not included in total software revenue. Revenue in Millions of US Dollars. Source: Gartner Market Share CRM Software, Worldwide, Published in May CRM revenue for Oracle includes Oracle, PeopleSoft and Siebel. Recommended reading: Why Oracle not SAP is leading CRM worldwide see here Oracle Competitive Intelligence Confidential Oracle Internal Do Not Distribute

8 Commonly Deployed CRM Applications in 2008 by Large Consultants and System Integrators Source: Gartner Commonly deployed CRM Applications in 2008 by Large Consultants and System Integrators (published in June 2009) CRM Software Vendors Involved in Respondent Implementations, 2008 Oracle Competitive Intelligence Confidential Oracle Internal Do Not Distribute

9 Gartner Magic Quadrants avril 2010 Sales Force Automation Magic Quadrant, Customer Service Contacts Centers Magic Quadrant,

10 Gartner Magic Quadrants avril 2010 CRM Multichannel Campaign Management Magic Quadrant, his Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. Recommended Reading: Our response to this Magic Quadrant - See here Oracle Competitive Intelligence Confidential Oracle Internal Do Not Distribute

11 Notre force, notre base installée

12 Oracle CRM Strategy FY11 Green Field Continuer à croître sur le marché du CRM Saas Projets SFA et Service B2B Etre la solution au coeur du métier de nos clients Marketing & Loyalty Customer service Case management &OPA Accompagner la transformation du SI de nos clients Fusion architecture MDM (Customer master) AIA MDM AIA

13 Oracle CRM Strategy FY11 Protéger et faire évoluer notre base installée Migration path+ new features Accroître le taux d adoption des BI CRM (60%)

14 Stratégie Applications Oracle Apps Unlimited Releases Oracle Fusion Middleware Complete and Integrated Middleware Suite to Enable SOA

15 CRM On Premise Roadmap AIA Launched Customer Order Management Siebel 8.2 Public Sector AIA 2.x: Order To Activate Siebel 8.x (Denver) Q Q AIA 3.x Bank in a Box Q Siebel 8.1 AIA Release 2.4 Oracle Life Sciences CRM Offline Client AIA Release 2.3 Oracle Social Services REST API CRM Desktop TCO/Fusion Middleware Siebel Toolkit Delivered Planned Siebel applications CRMOD applications Social CRM AIA integrations

16 CRM On Demand Roadmap On Demand R16 Innovation Pack 1 Sales Campaigns 1.0 Oracle Life Sciences CRM Offline Client On Demand R18 Q Q Q On Demand R15 Sales Library 1.0 On Demand R17 On Demand R16 Innovation Pack 2 Delivered Planned Siebel applications CRMOD applications Social CRM AIA integrations

17 CRM Applications Roadmap AIA Launched OnDemand R16 Innovation Pack 1 On Demand R17 AIA 2.x: Order To Activate Oracle Life Sciences CRM Offline Client On Demand R18 Q On Demand R15 Sales Library 1.0 Q AIA 3.x Q Siebel 8.1 Sales Campaigns 1.0 Siebel 8.2 Public Sector TCO/Fusion Middleware Oracle Life Sciences CRM Offline Client AIA Release 2.3 On Demand R16 Innovation Pack 2 Oracle Social Services REST API CRM Desktop Siebel 8.x (Denver) FSI Bank in the Box Siebel Toolkit Delivered Planned Siebel applications CRMOD applications Social CRM AIA integrations