The Next Frontier in CRM Analytics Oracle Transactional Business Intelligence Enterprise for CRM Cloud Service

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2 The explosion of digital channels has led to a never-ending growth of consumer-driven content. The increased sharing of content, such as peer-to-peer product and service reviews, is fueling an environment of accelerated competition. Outpacing the competition now requires having a data-driven customer strategy more than ever before. However, according to our research, six out of ten companies have more data than they can use effectively, yet most executives claim that they are not getting the information they need to make important decisions with 93% of them losing revenue as a result. Winning Through Analytics An independent research by CSO Insights shows that when companies arm their managers with advanced and predictive analytics, they experience 15% higher close rates of forecast opportunities, 20% more reps meeting or exceeding quota, and 34% lower sales reps turnover. How can you achieve similar business results? Oracle Transactional Business Intelligence Enterprise for CRM Cloud Service has been built from the ground up to help business leaders answer the tough questions they face every day, questions that require cross-source analyses, advanced trending and predictive capabilities 93% 20% Executives losing revenue claiming they are not getting the right information to make the right decisions Managers with advanced Analytics experience more reps meeting or exceeding quota spanning sales, marketing, customer service, and other business functions. It provides leadingedge tools to help leaders proactively drive a successful customer-centric business strategy that incorporates the complete customer lifecycle. 2

3 While Oracle Sales Cloud Analytics (OTBI Standard) is designed for line workers and their managers to support daily operations, OTBI Enterprise for CRM delivers advanced and predictive analytics designed to address the tough problems and answer the challenging questions facing sales leadership. The combined solution of OTBI Standard and OTBI Enterprise delivers more rapid answers to hundreds of business questions through the most secure, integrated, and complete spectrum of analytics capabilities all via the simplicity of the cloud on any device. OTBI and OTBI Enterprise together cover the Full Spectrum CRM Information Maturity What is happening? Transactional Data & Basic Analyses Simple list reports Single source of data Why is it happening? Consolidated Reporting Basic Pipeline, Forecast and Opportunity Reports Basic Trending Fixed hierarchy reporting Ad-hoc analyses Process-specific analyses Can we change what s happening? Advanced Analysis Advanced historical trending Comparative analyses What changed and Why analyses Rolling averages Scorecards As Is vs. As Was Optimized for large data volumes and high performance What might happen? Cross-Process and Functional Analysis Integrated Analytics Multiple sources of data Multiple heirarchies Advanced cause and effect analyses Exploratory analyses Predictive Analysis Predictive Analysis Scoring Regression Analyses A/B test analyses Risk identification and Analysis What-if scenario analysis OTBI Enterprise OTBI Standard Transactional Increasing Business Value Strategic 3

4 Gain 360º Business Insights Too often senior business executives are playing catch-up or making decisions based on gut feel because of disjointed customer interactions and data silos. In the recent Oracleand Intel sponsored study by The Economist Intelligence Unit, 76% of C-level executives assert that they need cross-department input to derive insights from data. OTBI Enterprise for CRM Cloud Service breaks down information silos and delivers a unified, cloud-based analytic foundation with built-in role-based cross-source metrics to drive better decision making and leadership alignment at all levels. Chief Revenue Officer Use OTBI Enterprise for CRM Cloud Service to: Service Executives Use OTBI Enterprise for CRM Cloud Service to: Operation Analyst Use OTBI Enterprise for CRM Cloud Service to: Develop revenue generation strategies based on current, historical, and predictive insights to achieve targeted growth. Set and proactively meet sales forecasts with broad, deep cross-functional insights into success drivers. Identify and mitigate revenue achievement risk with holistic forward-looking insights. Ensure a consistent, highquality customer experience across all touch points. Identify where risk exists in securing business renewals or closing new opportunities. Strategize cross-functionally to mitigate that risk and close deals. Ensure customer loyalty and CSAT. Support strategic planning, forecasting, problem solving. Monitor key metrics across sales, marketing, service and customer experience, and other cross-functional activities. Monitor/optimize cost and efficiency of CRM programs. 4

5 Shape Future Outcomes Oracle RightNow s annual Customer Experience (CX) Impact Report found that 86% of U.S. adults say they will pay more for a better customer experience, and 89% who stopped doing business with an organization due a poor customer experience began doing business with a competitor. The ability to predict and respond to changing customer behavior, forecast performance, reduce risk and uncertainty is a must-have for delivering a superior customer experience. Why? Because the impact on performance is clear. In a six-year study, customer experience leaders outperform laggards by 77%. Be One Step Ahead OTBI Enterprise for CRM Cloud Service delivers ready-to-use advanced analytics for historical, trending, and predictive analysis as well as data enrichment across sales and other functional areas. It enables forward looking decision making along the CX workflow processes, such as: Forecast Risk: Gain insight into forecasts at risk of not meeting projections, the underlying factors why, and what can be done to reverse that risk. Opportunity Risk: Combine sales, service and other organizational data to project which opportunities may be at risk of not progressing as expected, which of those to focus remediation activities on, and what remediation activities to pursue to close the opportunity. Book-of-Business Risk: Assess account renewal risk based on historical, current, and future outlooks, understand driving factors, and proactively engage to maximize customer lifetime value. 5

6 Accelerate Business Agility Many business leaders are embracing packaged analytics to start solving business problems right away. Sales and customer service executives are no exception. Predefined content allows them to spend less time preparing data and creating metrics, and more time strategizing and analyzing information across the business. OTBI Enterprise for CRM Cloud Service enables business executives to get a more precise understanding of their customers, increase engagement, and predict and ensure sales success. Faster Time to Value Use OTBI Enterprise for CRM Cloud Service to quickly find answers to tough questions such as: Are we on track to meet revenue, product, and customer service targets? How does current performance compare to prior periods, and why? How is performance trending, and what is driving these trends? How can we use this knowledge to improve the business? How can we move these trends in the right direction? How can we overcome known risks to meet revenue and service goals? 6

7 Delivered in the Oracle Cloud and designed specifically for business sales executives, senior management, their executive peers, and analysts who use Oracle CX Cloud Services to drive sales performance, OTBI Enterprise for CRM Cloud Service delivers everything they need to gain 360º business insights, shape future outcomes, and accelerate business agility. Key features include: Executive Dashboards - Understand global sales performance and perform better risk profiling to achieve forecasted goals In-Context Analytics - Gain instant insight into key challenges and then strategically impact sales and service management Cross-Source Analytics - Generate a unified view of sales performance from across multiple business systems Pipeline Analytics - Gain complete visibility into pipeline performance Forecast Analytics - Increase robust product performance and revenue forecasting Account Analytics - Gain deeper insight into key customer profiles Service Request Analytics - Gain insight into service request incident and activity trends Advanced and Predictive Analytics - Get historical, comparative, and predictive views that provide snapshots in time, data enrichment, and event interpretation 7

8 Fast Time-to-Value - Dashboards and analytics immediately deliver strategic insights Easy-to-Use - Reduces training costs and increases user productivity with a single Oracle business analytics user experience Easy Integration - Combine Oracle CX Cloud data with Oracle E-Business Suite, PeopleSoft, and third-party external data sources for broader, enterprise-wide insight and analyses across functional areas Available Anywhere - Available on the Web, tablets, and smartphones. Oracle Cloud - Achieve cost, efficiency, and time-to-value benefits with cloud solutions completely managed, upgraded and maintained by Oracle 8

9 ! Oracle has supplied the world s top companies with customer relationship management solutions for decades and with this unparalleled experience, Oracle continues to modernize customer relationship management with a full set of Oracle Customer Relationship Management analytics. Oracle has supplied the world s top companies with customer relationship management solutions for decades and with this unparalleled experience, Oracle continues to modernize customer relationship management with a full set of Oracle Customer Relationship Management analytics. For more information visit cloud.oracle.com or call to speak to an Oracle representative. 9

10 Safe Harbor The preceding 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. Follow us at: Twitter.com/oracleanalytics Facebook.com/OracleBusinessAnalytics Oracle Cloud on Facebook Oracle Cloud on Twitter Oracle Cloud on YouTube Copyright 2014 Oracle and/or its affiliates. Oracle is a registered trademark of Oracle and/or its affiliates. All rights reserved. Other names may be registered trademarks of their respective owners. Oracle disclaims any warranties or representations as to the accuracy or completeness of this recording, demonstration, and/or written materials (the Materials ). The Materials are provided as is without any warranty of any kind, either express or implied, including without limitation warranties or merchantability, fitness for a particular purpose, and non-infringement. 10 Final_v12