<Insert Picture Here> Oracle CRM for Consumer Goods Smart Strategies for Profitable Growth

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1 <Insert Picture Here> Oracle CRM for Consumer Goods Smart Strategies for Profitable Growth Angélique Moon Director, Consumer Goods CRM Product Strategy

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 decision. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.

3 Oracle CRM Customers Communications Financial Svcs Manufacturing Automotive High Tech Media Ins / Healthcare Life Sciences Consumer/Retail Public Sector

4 Today s Environment is Challenging Recession s Dark Cloud Looms Over Corporate Earnings-Reporting Season GDP Expected to Show Contraction Chinese Economy Shows Signs of Vulnerability 81,312 Homes Lost to Foreclosure

5 Consumer Behavior Has Evolved

6 Satisfied, Maybe.Loyal? You Your Competition Your Customer Your Problem

7 New Technologies Enable New Possibilities Transact Analyze Engage Process Automation Decision Support Conversations Data Capture Increased Visibility Management Control Predictive Trends Data Warehousing Analytical Applications Social Networking Collaboration Cross Boundary 1990 s 2000 s 2010 s

8 Transact If bad data impacts an operation only 5% of the time, it adds a staggering 45% to the cost of operations - Thomas Redman Data, An Unfolding Quality Disaster, Information Management Magazine

9 Treat Data Strategically Streamline what is Common

10 Manage Business Rules Automate what is Routine Best Practices Standardized techniques, methods, & processes, based on business practice analysis across multiple organizations. Example: Health and safety incident lifecycle management Content Pre-defined modules, policies, reports, models, attributes, lookups, semantic business objects, physical mappings. Example: Supplier risk scoring models Integrations Out-of-the-box interoperability with critical business systems delivering best practices across entire business process. Example: Oracle Hyperion Financial Close Management risk and fraud checks

11 Deploy Flexibly Right Model, Right Audience Siebel CRM Business Intelligence Oracle CRM On Demand AIA Comprehensive Deep Industry Highly Customizable Feature-Rich SaaS Easy to Use Fast to Deploy

12 Transact Differently Created 360-degree customer view and Increased efficiency of 500+ users with intuitive application in multiple languages Created business rules that can be used and understood by individuals outside IT team in just 8 months Reduced management costs for booking doctor appointment by 40% while increasing services and user satisfaction

13 Analyze most companies are drowning in data and struggle to understand what to do with the data that they receive. AMR Research & Consumer Goods Technology, 2009 Sales & Marketing Report, June 2009

14 Evolutions in Decision Making Increase Business Value Business Value Transactional Reporting Multiple distinct versions of the truth Inconsistent system performance Low business adoption Transactional Reporting Standardized Reporting Ad-Hoc Query & Analysis Modeling and Forecasting Enterprise Level Decision Making Centralized reporting and analysis stack representing all transactional systems Delivers a single, federated view of information in a business user friendly front end Historical Questions Situational Questions Forward-Looking Questions Decision Making Generational Step

15 Evolve From Analysis to Insight Evaluation Simulation Optimization Evaluate performance after the fact Provide directional guidance for future Deconstruct performance around key metrics and assess drivers Perform what-if analysis to design better programs Smart Advisor : Determine the best program/action Key to widespread use of modeling How we did last time What-if scenarios What we should do Profit Profit Profit Price Price Price

16 Convert Insights into Action Deliver insights directly to the moment of decision, providing the user with the information most needed at that moment

17 Analyze Differently Improved management decision with reporting tools and communication with qualitative client dossiers Reduced time required for sales reporting by 200 hours per month Consolidated 17 customer sales and marketing databases for an entire range of new products and services

18 Engage In a recession, the 80/20 rule is replaced by the 95/5 rule. It s time to redouble marketing efforts with the best customers. Chris Koch, Associate Director of Research - IT Services Marketing Association

19 Engage Customers & Users The Internet accounts for only 10% of total sales, while Social Networks influence > 40% of all offline sales 76% rate a person like themselves as the most credible spokesperson for a company while only 29% rate the CEO 85% of current college and university students have a Facebook profile Source: HBS Social Media Report March 2008, Edelman Customer Index Report 2008

20 Consumer Dialog In my world, in my way Social Networks Viral adoption Co-creation Documents Configurable governance Self management Branding Integrations Social federation Microsites Tomorrow Source In my world, in my way : Ed Thompson, Gartner, June 2010

21 And What you Hear is as Important as What you Say

22 Engage Differently Enrolled 95 percent of targeted customers in loyalty program and 50 percent use self-service kiosks Implemented churn-management techniques to prevent profitable customers from moving to competitors Streamlined annual renewals maximizing repeat business which accounts for 60% of revenue 22

23 Applications Strategic Approach Available On Premise and On Demand (SaaS) Suite or Modular Adoption Flexible Deployment Model Unified Technology Foundation and Data Model Oracle Confidential 23

24 Oracle Fusion Applications Suite Financial Management Human Capital Management Sales & Marketing Supply Chain Management Project Portfolio Management Procurement Governance, Risk & Compliance Common Fusion Applications Data Model and Services Data Model, Master Data Business Processes Analytic Model User Interface, Enterprise 2.0 Functional Setup Framework Technical Foundation 24

25 Choose Your Next Steps Continue On Your Current Path Evaluate the latest releases of your current applications for the value they would add to your business Add Fusion Capabilities Step-by-Step Add feature-rich Fusion modules to existing applications to gain incremental benefits Upgrade to Fusion Applications Upgrade by pillar or single global instance when applications are available, and when you re ready

26 Leverage Add-on Opportunities Solution-based Fusion Add-ons Pillar-based Fusion Adoption Talent Management HCM Financials & SCM CRM Distributed Order Management Acct Hub (GL+Hyperion) Territory Management Project Portfolio Management & Financials Spend, Sourcing, Contracts Order Capture + + Distributed Order Mgmt Non-Oracle Non-Oracle Oracle Apps Unlimited Oracle Apps Unlimited Non-Oracle Non-Oracle Oracle Apps Unlimited Oracle Apps Unlimited Non-Oracle Non-Oracle Oracle Apps Unlimited Oracle Apps Unlimited Incentive Compensation Workforce Directory & Workforce Lifecycle Mgmt Procure-to-Pay Financials Accounting Hub Oracle Apps Unlimited Non-Oracle Oracle Apps Unlimited Customer Data Hub Product Data Hub Governance, Risk & Compliance Etc On Premise Core HCM + On Demand Talent Mgmt Non-Oracle Non-Oracle Oracle Apps Unlimited 26

27 Oracle Fusion Sales Planning Works with Siebel CRM and Oracle CRM On Demand Solution Integrated territory management, quota management and incentive compensation solution to maximize sales potential Capabilities Compare different territory structures and perform what-if analysis Reconcile top-down revenue goals with bottom-up quotas Apply quota adjustments to factor in seasonal fluctuations and historical trends Benefits Increase revenue by anticipating future sales opportunities and optimizing territory coverage Reduce cost and time to deploy territories, quotas and incentive compensation plans to sales force Increase forecast accuracy and proactively adapt to plan deviations and changing conditions Siebel CRM/Oracle CRM On Demand Lead Management Opportunity Management Order Capture & Sales Credit Quotes Accounts Updated Territory Assignments Territories Resources Assets Products Sales Recommendations Territory Management Fusion Sales Planning Quota Management Incentive Compensation Oracle Confidential covered under NDA 27

28 Oracle CRM Roadmap and some content highlights Marketing On Demand Marketing 1.4 OPA 10.2 Determinations Server Plug-in Interview Web Service Additional language support ebliling 6.x PCI Compliance & Mobile Browser Siebel 8.0 Innovation Pack CRM Offline Client for Life Sciences Siebel 8.1 Innovation Pack Consumer Packaged Goods Quick Start Advanced Order Management/Contract Bundling for Telecommunications Application Toolkit V1 CRM Desktop for Lotus Notes CRM On Demand Release 18 Innovation Pack Data Vault More Insurance Producer Success model Siebel 8.1 Innovation Pack Customer Experience Management Retail CEM- Clienteling, Consumer; Application Toolkit V2, Real-time Decision Engine for CEM; CEM Cross- Channel Composite Framework Next Generation Mobile Fusion Mobile Sales Assistant Marketing On Demand Integration Common customer profile ; Response management Lead management and Campaign automation Integrated analytics Siebel Public Sector Social Services Deeper Loyalty for Retail and Travel & Transportation Automotive Warranty Management CRM On Demand Release 19 Operations transparency CRM Desktop Mobile Configurability More Life Sciences More Insurance Analytics enhancements Transparent DB encryption Siebel 8.1 Innovation Pack Financial Services Desktop - Enterprise Telecommunications Self-Service Advanced Promotions for Telco ebilling 6.1 Enhanced industry integrations CEM portlet support Fusion Middleware Components Siebel 8.2 Innovation Pack Financial Services (Bank-in-the-Box) Utilities: Order to Bill Integration Social Engagement Social Adapter (Radian6) to map channel to Customer Social Customer Insights to measure influence (UCM) Oracle Fusion 1.0

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