PeopleSoft CRM Marketing and Analytics Solutions

Transcription

1 Rochelle Shaw, Cynthia R. Lubrano Product Report 6 January 2004 PeopleSoft CRM Marketing and Analytics Solutions Summary The PeopleSoft CRM 8.8 Marketing and CRM Analytics suites offer a revamped user interface, real-time analytics, and new customer profile and dialogue-based campaign design capabilities. Table of Contents Overview Analysis Pricing Competitors Strengths Limitations Recommended Gartner Research Insight List Of Tables Table 1: Overview: PeopleSoft CRM Marketing and CRM Analytics Solutions Table 2: Enhancements: PeopleSoft CRM 8.8 Table 3: Features and Functions: PeopleSoft Marketing Suite Table 4: Features and Functions: PeopleSoft CRM Analytics Suite Gartner Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

2 Corporate Headquarters PeopleSoft Inc Hacienda Drive Pleasanton, CA 94588, U.S.A. Tel: Internet: Overview PeopleSoft, a supplier of business software for the enterprise, conducts business in approximately 150 countries and employs more than 13,000 people. The vendor s installed base of 5,000 customers (excluding 6,500 J.D. Edwards customers) comprises approximately 600 educational institutions, 600 financial services organizations and 650 manufacturing companies. PeopleSoft reports that it has approximately 1,200 customer resource management (CRM) production customers; this number does not include those of the J.D. Edwards product line. PeopleSoft s comprehensive enterprise series consists of CRM, Enterprise Performance Management, Enterprise Service Management, Financial Management, Human Capital Management, Human Resources Management, Manufacturing and Supplier Relationship Management product lines. PeopleSoft s entire software portfolio runs on a single server-side Internet-based architecture (called PeopleSoft Pure Internet Architecture). The vendor also provides a range of Accelerated Solutions designed for smaller organizations requiring a fixed-price solution configured for their mid-market needs. Table 1: Overview: PeopleSoft CRM Marketing and CRM Analytics Solutions Product Name PeopleSoft Marketing Suite: PeopleSoft CRM Marketing PeopleSoft Online Marketing PeopleSoft Telemarketing PeopleSoft Site Marketing PeopleSoft CRM Analytics Suite: PeopleSoft Predictive Analytics PeopleSoft Customer Behavior Modeling PeopleSoft Customer Scorecard PeopleSoft CRM Warehouse Current Version 8.8 Product Type Marketing and analytics applications of CRM suite Pricing Under PeopleSoft s Value Base Pricing (VBP) model, the price contains both an enterprise (unlimited users) license for software, fixed-price implementation and training services. Date Released PeopleSoft CRM 8.8: December 2002 Productivity Release: August 2003 Target Applications PeopleSoft CRM provides six vertical solutions: Communications, Energy, Financial Services, Government, High-Tech and Insurance 6 January

3 Table 2: Enhancements: PeopleSoft CRM 8.8 New Marketing/CRM 38 new and enhanced marketing features, including: Analytics Features Enhanced audience segmentation Customer profile management Composite Key Performance Indicators (KPIs) Dialogue campaign design Multichannel campaign design, planning and execution Multiwave campaigns and marketing insights Personalized dialogues Simplified navigation Smart Views with what-if analysis Other New Products Enterprise Pricer (complex pricing and quoting) Advisor (intelligent guided sales) Sales Incentive Management (aligns performance with compensation) Mobile Order Capture (remote order management) Multi-Channel Interaction Manager (integrates channels for consistent customer views) HR Help Desk (integrates with the business practices of the Human Resources [HR] department) CRM Vertical Industry-specific support for the energy, high technology and insurance markets Solutions Ease of Use New interface with focus on a visual way of working Decreased number of user clicks needed for operations Pre-built connectors for engage to cash, install to maintain and request to resolve 20 new Enterprise Integration Points (EIPs) to simplify integration process (for example, Telemarketing to Order Capture; Enterprise Pricer to SCM, Marketing and Promotions) Real-Time Analytics Role-based analytics for various levels (for example, manager, employee) Performance measurement Real-time dashboards What-if analysis PeopleSoft CRM 8.8 Productivity Release Process Integration Packs Adherence to Federal Trade Commission (FTC) Standards Compatibility with IBM Lotus Notes and Microsoft Outlook Enables integration of PeopleSoft CRM solutions with third-party back-office applications from Oracle and SAP Integrates materials authorization, order management, service fulfillment and service request activities Provides tools to help companies adhere to the FTC s Do Not Call registry, legislation and other organizational policies to manage customer preferences via a customer preference tracking feature Provides automatic synchronization with Notes and Outlook through Infosync Client and Infosync Server 6 January

4 Table 3: Features and Functions: PeopleSoft Marketing Suite PeopleSoft CRM Marketing Campaign Management Content Management Offer Management Branched Scripting List Management Manages the marketing process with alerts, approvals, task management and workflow. Defines multichannel campaigns with a variety of lists, offers, content and scripts. Supports workflow-driven approval process and task management processes. Provides campaign performance insights and what-if analysis via packaged realtime analysis (Smart Views). Automates detail notifications for users; gives recipients notification based on status changes and events. Permits multiple wave objects to be used in parallel or in series with one another to accommodate multiple contact strategies. Establishes automated marketing activities based on campaign performances. Tracks campaign costs at the component levels and automatically rolls up to the campaign and the campaign hierarchy. Enables users to define business-specific attributes to describe marketing components. Provides a single database to store corporate data, including product literature, marketing collateral, industry news and competitive analysis. Allows attaching of electronic assets to the content objects. Lets users create content kits by associating multiple contents together. Records costs at the content object level; expenses for it are tracked when the campaigns use the contents. Uses wizard-driven steps to create an offer. Integrates with the PeopleSoft Customer Relationship Management (PS CRM) Pricing Engine to create a price set during order processing. Provides pricing strategies such as standard discount, buy x and get y free, tiered and pricing. Allows reuse of offers in multiple campaigns. Provides branch scripting for campaign response actions. Provides wizard-driven list-generation process. Allows data-map setup of logical field groupings for specific list-generation needs. Provides basic and advanced criteria selection modes. Creates complex nested selection criteria. Creates lists from established lists. Imports external third-party lists. Integrates with PS Query tool to create complex queries on the fly. Maintains logs of all list objects to track historical changes and outcomes. Tracks list-related costs. IBM/Lotus Notes can be associated to each list object to facilitate communication between the team members. 6 January

5 Table 3: Features and Functions: PeopleSoft Marketing Suite PeopleSoft CRM Marketing Enterprise Integrates Marketing with PeopleSoft s entire portfolio, including CRM, supply chain, Integration financial and human resources solutions. Integrates with Sales application to pass campaign waves for lead qualification. Integrates with Customer Scorecard to provide a real-time view of customizable key performance indicators. Integrates with Pricing and Order Capture to close the loop on providing the right price during the order-processing step. Integrates with Order Capture to provide cross-sell and up-sell campaign promotion during the order-capture process. Integrates with PeopleSoft s PS Query tool for customer querying for targeted list generation. Integrates with the Call Center for cross-sell and up-sell campaign promotions. Integrates with CRM Telemarketing application to assign telemarketing agents to campaigns and to start calling the target audiences with the specified campaign offer. PeopleSoft CRM Online Marketing Campaign Support Customer Profiles Targeting Supports design and execution of personalized outbound campaigns as well as online response and follow-up from traditional and online channels. Facilitates cross-sell and up-sell offers, customer registration, event registration, incentive promotions, joint marketing and channel programs, lead qualifications, newsletters, online coupons, product and service announcements, sweepstakes and contents, surveys and upgrade campaigns. Allows users to design and build customer profiles that encompass all customer interactions, including demographic data, interests, purchase information and permission preferences. Automatically captures customer data and update profiles in real time. Builds a history of campaign communications and customer responses. Imports or appends contact data from internal and external databases via commadelimited (.csv) or tab-delimited files. Targets audiences based on demographic data, interests, purchase information and permission preferences. Generates quick counts and preview audiences to verify targeting criteria. Tests messages and offers with test cells, control groups and seed lists. Targets customers based on permission profiles and specific communications preferences. Automatically removes unsubscribed customers. 6 January

6 Table 3: Features and Functions: PeopleSoft Marketing Suite PeopleSoft CRM Marketing Online Campaign Facilitates the creation of simple to sophisticated online campaigns with an interface Design designed for marketers. Creates and manages personalized high-volume broadcast and Web content. Creates Web forms and surveys with no need for knowledge of HTML. Uses dynamic content capabilities to build a single template and automatically swaps in one or more sections of content based on the customer s profile. Specifies rules that dynamically select and place most relevant content within the body of an . Supports insertion of content into any HTML layout configuration. Online Campaign Allows managing responses from online and traditional channels with confirmations Execution and targeted follow-up offers. Responds to customers in real time or on a schedule and delivers responses for future follow-up actions. Triggers campaigns based on customer behavior at an external site using event wire (real-time integration tool). Integrates with PeopleSoft CRM Telemarketing to manage customer interactions across both online and telemarketing channels. Analysis and Automatically tracks each step in the campaign and each customer interaction. Reporting Offers 20 pre-built analysis templates that contain prompts for hundreds of unique reports. Measures key metrics, including s delivered, click-throughs, responses and lead conversions. Evaluates the success of Web link offers and dynamic content sections. Allows closing the loop with e-commerce or other transactions systems by tracking actual conversion back to the specific offer in a campaign that drove it. Evaluates customer profile characteristics that correlate to the best responses. PeopleSoft CRM Telemarketing Campaign Execution Integrates with PeopleSoft Marketing to run campaigns in parallel or sequence. Adheres to the FTC s new Do Not Call legislation. Defines and builds targeted campaign lists using basic or advanced audience selection criteria. Automatically records each interaction generated by an outbound telemarketing call. Allows users to design and execute dynamic personalized branch scripts for outbound and inbound response handling. Tracks customer sensitivity and responsiveness to test/control offers and messaging at the campaign wave level. Defines automatic callbacks for no contact situations. Cycles prospects into the queue for future calling. Provides notification and accountability for fulfillment requests initiated through the telemarketing channel via embedded workflow. 6 January

7 Table 3: Features and Functions: PeopleSoft Marketing Suite PeopleSoft CRM Marketing Agent Management Provides view of current campaign assignments at the telemarketing team and agent level. Provides visibility to overall distribution of work. Assigns agents to specific campaign waves. Schedules agents to certain campaigns by the day of the week or time of day. Assigns agents based on availability, geographical location and workload. Provides tools to allow managers to schedule, assign, monitor and balance agent and team assignments based on workload and availability. Retries unreachable prospects on different days and times via configurable callback scheduling rules. Manages callback effectiveness. Evaluates telemarketing campaign and team performance with delivered campaign and team reporting. Provides filterable view of all prospects across all campaigns with the ability to manually remove prospects from a campaign list. Monitors productivity and progress with campaign statistics, including call completion, calls remaining and call-not-yet attempted at the campaign wave, team and agent level. Agent Functionality Provides telemarketing agents with a single and complete view of their active and assigned campaigns, including details on priority, start/end dates and times, and current campaign statistics. Centralized control of outbound calls captures the outcome of each call attempt. Branch scripting provides consistent personalized messaging and offers delivery in a dynamic and conversational dialogue (rather than a static and scripted presentation). Gives agents visibility to the product catalog to ensure access to current product information, including configuration options, prerequisites, product comparisons, complementary and technical information. Allows users to store personalized customer interactions and define unique relationships. PeopleSoft CRM Site Marketing Web Site Campaign Management Allows creating and managing campaigns directly from the desktop via a browserbased interface. Utilizes 30 pre-defined campaign templates, such as cross-sell, up-sell and timebased promotions. Allows applying user-defined rules to campaigns based on various criteria. Manages campaigns with staging, access control and workflow approval capabilities. Integrates with established Web site or Web store systems, including PeopleSoft CRM Order Capture and PeopleSoft CRM Order Capture Self-Service. 6 January

8 Table 3: Features and Functions: PeopleSoft Marketing Suite PeopleSoft CRM Marketing Personalization Offers ability to define and manage customer profile information, including demographic data and customer interests. Displays targeted product, service and content offers based on a customer s profile or behavior on the site. Allows users to apply style targeting and scheduling to create unique Design Web pages for each segmented audience. Table 4: Features and Functions: PeopleSoft CRM Analytics Suite PeopleSoft CRM Predictive Analytics Predictive Features Provides pre-defined templates to predict customer churn and campaign response. Includes templates with detailed guidance and valid business models. Supplies statistical data on customer patterns and behavior, including those who are most likely to purchase or defect, those with best cross-/up-sell opportunities and those who are likely to move from qualify to close. Leverages data-mining capabilities for customer strategies, planning and interactions. Customer Interaction Provides account managers and call center agents with real-time information at the point of contact. Offers ability to focus on greater number of microsegments that are likely to respond. PeopleSoft Customer Behavior Modeling Customer Profiling Customer Modeling Customer Scoring Selects relevant data through data mining and predictive analysis. Uses enterprisewide transactional and behavioral data (CRM, call center, enterprise resource planning [ERP]). Generates customer segments that represent best revenue opportunities. Supports KPIs. Create profiles that contain demographic data from internal systems or third-party providers. Integrates predictive modeling and data-mining capabilities to help users anticipate customer needs, identify behavioral patterns and expose potential risk areas. Identifies cross- and up-sell opportunities. Manages customer attrition. Performs customer valuations. Predicts customer responses to marketing and sales campaigns. Utilizes detailed customer models to maximize profit potential. Assimilates information from point-of-contact applications throughout an enterprise (for example, CRM, call center or ERP) to score customers. Identifies leading prospects for targeted marketing campaigns. Qualifies leads. Customizes call center services and scripting. 6 January

9 Table 4: Features and Functions: PeopleSoft CRM Analytics Suite PeopleSoft CRM Predictive Analytics PeopleSoft Customer Scorecard Success Factor Facilitates the measurement and communication of customer-centric objectives and Measurement factors. Provides performance statistics to measure critical success factors for developing effective marketing campaigns. KPIs Measures and tracks: average return on investment (ROI) by campaign, average deal value by customer, average discount by product, campaign conversation rate, cost to support by product and customer, customer acquisition/defection rate, customer satisfaction, on-time delivery, pipeline opportunities by territory, pipeline revenue by territory, product failure rate, profitability by customer and channel, revenue by channel, repeat customer rate and others. PeopleSoft CRM Warehouse Analytic Foundation Profitability Insight Sales Activity Insight Marketing Insight Support Insight Serves as foundation for CRM analysis, measurement and reporting. Measures effectiveness of sales, marketing and support activities. Analyzes, collects and manages customer data from internal and external sources. Includes a high-performance extract, transform and load engine to capture customer, product and financial data from PeopleSoft and external products. Holds data in the operational data store (ODS) and in several data marts. Integrates operational data for day-to-day reporting. Stores historical data for analysis on customer scores and performance measurements. Organizes data marts in subject-specific data so users can quickly access customer information. Helps determine which channels, customers and products are most profitable. Examines such aspects as net income per loss, pricing variances, revenue per order and revenue margin. Ranks figures by channel, customer and product to see the impact on a company s bottom line. Analyzes the sales process and evaluates the effectiveness of sales activities. Tracks factors, such as discount analysis, forecasting accuracy, fallout analysis and pipeline status. Assesses the effectiveness of marketing activities. Provides marketing-centric metrics for such factors as campaign ROI, lead qualification mechanisms, number of leads generated and respondent profiles. Evaluates the effectiveness of customer support activities. Provides analysis of such factors as customer calls, cases and resolutions. Offers insight to agent use, call and caseload trends, cost to support customers and products, and performance- to service-level agreements. Analysis PeopleSoft CRM Marketing and Analytics applications along with the company s complete suite of business applications run on the thin-client PeopleSoft Pure Internet Architecture. The applications are deployed on the server side only, without the need for installation on Windows client machines. The 6 January

10 architecture provides an Internet-based system that offers employees, customers and partners browserbased access to applications. The PeopleSoft CRM Marketing Solution comprises a variety of integrated applications that help companies connect with customers, coordinate marketing across channels, leverage resources, manage marketing costs and understand customer behavior. The applications provide functionality for planning, developing, executing and tracking multichannel marketing programs. PeopleSoft Marketing provides the foundation of the suite and is a prerequisite for the other modules. It provides marketers with the tools to plan waves and multistep campaigns, build audience segments and monitor campaign costs and performance based on real-time analytical insight. The Marketing suite includes a new feature called Smart Views, which allow users to manage customers and contacts from a centralized view. Smart Views provide an in-context look at information, such as correspondence, interactions, transactions and all activity related to a specific customer, contact or company. They enable users to conduct what-if analyses to test hypotheses and optimize campaign strategies and investments. The products also provide improved customer profile management capabilities, allowing for the capture and storing of customer profile data and the subsequent delivery of targeted dialogs to the customer. In PeopleSoft CRM 8.8, which was released in December 2002, the vendor implemented a mix of new deployment features, interface enhancements and analytic technologies. Chief among these are predefined connectors and EIPs to hasten deployment. EIPs, for example, are now available from the Telemarketing to Order Capture modules (to give sales agents the ability to identify, qualify and convert leads to sales orders) and from the Human Capital Management to Help Desk Case Management applications (for quick resolution of cases within a work environment). Over the years, PeopleSoft has fortified its Marketing and CRM Analytics product lines through acquisition. For example, to bolster the modeling capabilities within the PeopleSoft Customer Behavior Modeling application in 2001, the vendor integrated data-mining products from Unica and Angoss Software. The PeopleSoft CRM Online Marketing and CRM Site Marketing products were acquired in February 2002 from Annuncio Software. It should be noted, however, that the user interfaces for Online Marketing and Site Marketing are different from the other PeopleSoft applications. Although the products have been fully integrated with PeopleSoft CRM at the data level, PeopleSoft representatives explain that on the acquisition, Annuncio Software users expressed the desire to retain their familiar Java-based interface. PeopleSoft honored those wishes, but states its intentions to fully integrate its user interface throughout all CRM products in an upcoming release. The Online Marketing and Site Marketing applications strengthen PeopleSoft s marketing series in a number of areas. Online Marketing is geared for and online-based campaigns, while Site Marketing is designed for Web site-based campaigns. The applications provide multichannel campaign management, event triggering and rules-based Web site content management. They also supply dynamic rules-based personalization for and personalized one-to-one marketing based on customers preferences, patterns of interaction and behavior. PeopleSoft s marketing products provide detection, creation and management of both direct-response and unassociated event triggers. The event-triggering capability uses a campaign s effectiveness, or its effectiveness compared to other campaigns, to automate marketing activities. The Online Marketing application, for example, provides automated customer profile-based event triggering. It can respond to customer interactions, which modify the profile. It can also automatically include customers in a new campaign action as a result of their updated profile. Online Marketing can perform one-to-one personalization, enabling users to design rules for display of the most relevant message or offer based on 6 January

11 customer profiles that comprise all customer interactions, such as demographic data, interests, purchase information and permission preferences. The product line includes new Dialogue Campaign Design capabilities, which help marketers to establish ongoing personalized dialogs with customers. Dialogue-based marketing allows marketers to focus their discussions with customers over a period of time, thereby enabling leads to mature. Once these leads have matured and solidified, the marketers can pass them on to their sales force. PeopleSoft s CRM Analytics suite strengthens the Marketing suite by providing marketers with real-time analytics and multidimensional reporting. PeopleSoft CRM Customer Behavior Modeling, Customer Scorecard, Predictive Analysis and CRM Warehouse provide insight to such aspects as campaign ROI, customer behavior, customer value, customer relationships, customer churn and campaign response predictions, KPIs, profitability measures and success factors. The products offer modeling capabilities so that users can test business factors with what-if scenarios. PeopleSoft issued a productivity release of PeopleSoft 8.8 in August In this release, PeopleSoft added pre-defined processor connectors to Oracle and SAP back-office applications. These external systems can be linked to PeopleSoft s field fulfillment, order management and service request materials authorization applications. Additionally, the Productivity Release adds tools for helping sales and marketing groups conform to the FTC s Do Not Call Registry legislation. As of this writing, more than 50 million phone numbers are on the new registry that prohibits telemarketers from contacting people at their homes. This feature provides a tracking system that enables organizations to prevent telemarketers from contacting potential targets identified on the registry. There is also new functionality for automatically creating customer records through inquiries and for capturing, fulfilling and tracking bulk orders. These features run through PeopleSoft CRM s Sales, Marketing and Service product lines. The Productivity Release also introduces the Infosync Server, which delivers dynamic bi-directional server-toserver synchronization between PeopleSoft CRM products and IBM Lotus Notes and Microsoft Outlook, functionality formerly lacking in prior releases. PeopleSoft finalized its friendly takeover of former competitor, J.D. Edwards, in July In September 2003, the company announced a road map for the combined product line; however, the order and timeline of product development have yet to be determined. PeopleSoft reported in September that it will maintain three separate lines of software: PeopleSoft World, which is based on J.D. Edwards terminal, greenscreen applications for IBM AS/400 computers; PeopleSoft EnterpriseOne, which is based on the J.D. Edwards 5 line of business software; and PeopleSoft Enterprise, which is based on PeopleSoft 8 technology and is designed for high-end enterprise computing. The company also says that a new version of Enterprise CRM, code-named Kapalua, is due out in the second quarter of Enhancements include customer portfolio management functionality and two new vertical market offerings, asset and wealth management, which will be based on J.D. Edwards software. Further integration of J.D. Edwards back-office software with Enterprise CRM will be provided by a Process Integration Pack to be shipped by PeopleSoft. Pricing PeopleSoft does not provide specific pricing information. The company prices its software under its VBP model, which has been in effect since The VBP license is based on the size of a customer s enterprise. Business-oriented metrics are used to define the size of the enterprise, such as the number of employees for HCM applications; annual revenue/operating budget/assets under management for Financials, Distribution and Manufacturing applications; and students for Learning Solutions products. 6 January

12 Each contract has an Expansion of Rights Clause, which guarantees future license pricing should a company expand past agreements based on size thresholds. In exchange for a size-based price and an Expansion Clause, PeopleSoft allows its customers the right to deploy and use as many servers, users and workstations as they need within the licensed enterprise size. Also included in a VBP license is the right to use PeopleSoft software over the Web via a corporate intranet or extranet. PeopleSoft claims its pricing methodology encourages the optimal use of PeopleSoft applications by eliminating any penalties associated with methods of deployment. Customers may choose to deploy the software in as many sites and for as many users as needed to maximize efficiencies and operating objectives. This is unlike other vendors, who charge for each initial user and subsequent users as well as for each server on which the software is installed. GSA Pricing Yes. Competitors E.piphany E.piphany is an established supplier of analytical and campaign-management application software. The company s broad marketing E.6 solution includes the following products: E.piphany Campaign Management, Campaign Management for , Interaction Advisor, Interaction Advisor for Retail Finance, Interaction Advisor for Telecommunications and Insight. E.piphany is known for its customer relationship optimization capabilities. E.piphany E.6 provides a suite of CRM applications built on a Webbased architecture. The solution s analytical capabilities run through the entire suite (sales, marketing and customer service). The marketing portfolio provides strong functionality across all of the major components, from data mining to campaign management and personalization. E.piphany Insight provides built-in algorithms, data extraction and analysis, and prepackaged reporting geared for specialized areas like direct sales, indirect sales, contact centers, e-commerce and marketing. Oracle Oracle s Marketing line consists of campaign management, analytics (data mining), Web content management and personalization tools. Oracle Marketing is a component with the company s 11i 5.8 E- Business suite. Aside from marketing, Oracle s E-Business suite provides sales, service, e-commerce and call/contact center applications, which integrate with the company s established ERP applications (financials, human resources, manufacturing, procurement and project management). Oracle CRM applications run only on the Oracle9i Database and application stack. Siebel Siebel is the acknowledged CRM suite leader. The company has dominated the multichannel sales and customer service and support markets for many years, but within the past two years has stepped up its efforts on the marketing front. The Siebel Marketing suite, now in v.7.5, consists of Siebel Marketing, E- Mail Marketing, emarketing, eevents and Marketing Analytics components. The vendor s marketing and analytical suites have improved substantially through internal development and acquisition. Siebel Marketing uses a single data repository that captures and stores all customer, partner and employee interactions across all channels. This provides marketers with a complete view of the customer. Siebel Marketing is used at companies with very large data sources for deploying campaigns with complex segmentations. Siebel s data warehouse, Extraction Transformation and Load server, and ERP connectors provide a solid base for historical business insight. 6 January

13 In early October 2003, Siebel and IBM announced a new hosted CRM offering for companies of all sizes. The service, called CRM OnDemand, combines Siebel s experience in CRM with IBM s specialization in hosted technologies. CRM OnDemand is a subscription-based service that offers CRM marketing, sales and service functionality from Web browsers. The $70 per user/per month service offers predefined integration with the Siebel 7 CRM products. Strengths Built-In Analytics The use of analytics to drive personalization (through the Web and call center) is an important requirement for optimizing the customer life cycle. Web personalization combines both basic and highly advanced artificial intelligence technologies. With real-time analytics behind PeopleSoft CRM Online Marketing and Site Marketing, the systems support personalization of product, content and service offers within the Web site and call center. This is based on customer profiles and real-time customer behavior. Moreover, the ability to score a customer s likely responsiveness to a given proposition (for example, new credit card offer) and then be able to act on that in real time is important for optimizing customer relationships. PeopleSoft Pure Internet Architecture PeopleSoft 8 is an established Internet-based platform with, over 1,850 companies using it in conjunction with PeopleSoft s various HR, financial, sales, supply chain and other solutions. The Pure Internet Architecture uses a 100 percent browser-based presentation layer with zero client installation requirements. There is no need to install resource-intensive ActiveX controls, Java applets or Java Virtual Machine (JVM) on client systems. (The exception here, as noted earlier in this report, is that the Annuncio functionality is still using a Java-driven interface.) The PeopleSoft 8 architecture provides the benefits of a Web-based solution, such as centralized maintenance and upgrade, scalability and platform independence, and a powerful Extensible Markup Language (XML)-based application integration capability. Application Integration The PeopleSoft CRM products offer much synergy among themselves. For example, PeopleSoft Marketing products integrate directly with PeopleSoft Sales and Order Capture products. The advantage here is that marketers can directly pass qualified leads to the sales force, and can capture, record and process orders in an automated manner. With the PeopleSoft CRM 8.8 release, the vendor added predefined connectors and EIPs for quick integration with other PeopleSoft products. A new EIP, for example, gives direct integration from the Telemarketing to Order Capture module. This link gives sales agents the ability to identify, qualify and convert leads to sales orders. Furthermore, all PeopleSoft solutions underlying Pure Internet Architecture facilitates seamless integration between the traditional front- and back-office roles. Platform Independence PeopleSoft CRM applications can be run on a variety of standard platforms, including Windows, Unix and mainframe operating systems. It also runs on IBM, Microsoft, Oracle and Sybase databases. BEA WebLogic and IBM WebSphere are bundled with all PeopleSoft CRM applications. Limitations Interface Inconsistency 6 January

14 The February 2002 acquisition of Annuncio significantly strengthened PeopleSoft s marketing solution, as Online Marketing and Site Marketing add much value to the product line. But the applications do not share the same user interface as PeopleSoft CRM 8.8 products. It should be noted that PeopleSoft honored the wishes of Annuncio s installed base by retaining the Java-based interface during the transition. However, the company tells Gartner that it does plan to incorporate the PeopleSoft user interface on the products in an upcoming release. Recommended Gartner Research Oracle s Bid for PeopleSoft, FT Short-Term Advice for PeopleSoft Customers and Prospects, DF Short-Term Advice for J.D. Edwards Clients: Update 18 July, DF PeopleSoft/J.D. Edwards/Pending Oracle Acquisition Effects, E PeopleSoft CRM Sales Solution, DPRO PeopleSoft CRM Service Solution, DPRO Insight The PeopleSoft CRM Marketing and CRM Analytics series lacks a substantial number of deployments. However, PeopleSoft has made significant improvements to its marketing solution over the past two years. The additions of Unica s data-mining functionality which resulted in PeopleSoft Customer Behavior Modeling and Annuncio s Online Marketing and Site Marketing products effectively round out the product line with strong multichannel marketing applications. The infusion of real-time analytics introduced with PeopleSoft CRM 8.8 to drive customer assessment, sales/marketing dialogs and personalization adds much value to the series. Concerning Oracle s tender offer for PeopleSoft, Gartner continues to advise clients considering PeopleSoft and J.D. Edwards offerings to use Gartner s decision frameworks to determine their strategy. The frameworks yield different advice, depending on each client s view of whether the Oracle deal will be completed and whether product delivery will be disrupted, balanced with the client s risk tolerance. 6 January