CRM Overview TCMOUG April 11, 2000

CRM Overview TCMOUG April 11, 2000 Redefining Customer Service: Turning Relationships to Revenue

CRM Overview Business Problems What is CRM? What Does Oracle Offer? How Do I Get Started? Questions

Do you have these problems? Call Center and Customer Service: Difficulty finding customer account info No history of previous issues with customer Duplicate customer records Inability to access info salesperson has communicated to customer (quotes, product lit, etc.) Transferring too many calls to other departments Dropping calls, long queues Inability to resolve customer issues in ONE call Lack of knowledge about customer s previous purchases or installed base Inability to find past resolution of like problems

Do you have these problems? Sales and Marketing: Low response to Direct Mail Campaigns Multiple Customer Databases No Real Time Communication Between Sales and Customer Service Service calls not used as sales opportunities Timely Reporting to Manage Business

What Drives Customers Away? Call Center Example 45% 5% Poor Service Other 15% Better Product Lack of Attention Cheaper Product 15% 20% Causes: Poor service Lack of attention Little or no customer knowledge Key Indicators: 1. Length of call 2. Time in queue 3. Multiple calls for same problem Source: The Call Center Newsletter 6/29/98

Customer Service Evolution CUSTOMER CARE: Strategy Hot Spots Customer Satisfaction CUSTOMER SERVICE: Cost Center Fix Problems Extend Shop Floor Accounted as a Cost CUSTOMER SERVICE: Profit Center A Separate Business Revenue Generation P&L Statement Services; Big Money Focus On Efficiency Growth Business Strategy Customer Behavior Identify New Needs New Offerings Focus on Customer Penetration Relationship Management 1960 to 1980 1980 to 2000 2000 and Beyond

CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions

CRM Defined Customer Relationship Management Customer centric business philosophy enabled by a component architecture and focused use of business intelligence capabilities. Process for acquisition, deployment, and integration of knowledge about customers for companies to sell more of their services or products.

CRM Defined Customer Relationship Management A focus on differentiating customers, and then selling and servicing them in a distinctive fashion. - Meta Group, 1999.

CRM Business Areas Marketing Sales Service Campaign Management Tele Marketing Promotions Mailings Contact Management Field Sales Devices Forecasting Compensation Call Center Service Dispatch Tele Sales Order Fulfillment

CRM Cycle Sell Over the Web On the Phone Face to Face Sales Marketing Prospect Get a Lead Service Support Customers In same way you sell

Growing at 50% Annually CRM Market (Projected)

The Top 7 CRM Vendors

Marketing - Oracle - Valex - Epiphany - Rubric - Paragen - Prime Response Sales - Oracle - Siebel - Onyx - Vantive - Trilogy CRM Market By Business Area Service - Oracle - Vantive - Clarify - Astea - Siebel - RTS Software - Square - Baan/Aurum Billers - Keenan - Saville - LHS - CBIS - ADOCs ERP Vendors -Oracle - PeopleSoft -J.D. Edwards - Baan/Aurum CTI - Oracle - Genesys - Dialogics - Melita / Davox - ACD vendors - IBM - Lucent - Graham Tech. Configuration - Oracle - Trilogy - Calico - Siebel - Baan/Aurum ecommerce - Broadvision - OpenMarket - IBM - Netscape - Intershoppe - Microsoft Self-service - Oracle - egain - Kana - Brightware

Think about this... The logic behind CRM: Empowered Customers are Happy Customers and Happy Customers are Repeat Customers. A recent Gartner Group study found: By 2004, selling organizations that increase customer retention by 1% will see up to an 8% increase in enterprise profitability.

CRM Goals Marketing Effectiveness 1:1 Marketing Industry and customer focused campaigns Treating different customers differently Build better products and services based on customer feedback and history MINIMIZE Complexity of Technology Make it easier to do business with you Create multiple ways to transact with your company

CRM Benefits Sell More Increase Profit Reduce Costs Keep Customers Reduce Cost of Obtaining New Customers Maximizing Knowledge of Customers

Call Center/Interaction Center Telephony Manager IVR Integrator Campaign Plus Scripting Open Tel Fulfillment Order Capture Insight email Center Sales Sales Online Tele Sales Palm/Mobile Devices Sales Compensation Marketing Marketing imarketing Order Management Order Management Service Customer Care Support Contracts Field Service Mobile Field Service Spares Management Scheduler Depot Repair Collections Oracle CRM 11i Business Intelligence Marketing Intelligence Sales Intelligence Call Center Intelligence Customer Intelligence Integration SAP R3 Legacy Gateways for CC Portals & e-commerce istore isupport ibill & Pay ipayment icenter

Why invest in Oracle CRM? CRM is Oracle s key focus Differentiators Front Office/Back Office Integration Breadth of CRM Offering Unified Customer Channels, Customer Intelligence and 1:1 Relationships Demonstrated growth

Critical Success Factors Lack of Executive Sponsorship Conceptual Model Budget Requirements Gathering Data Mapping Product Selection User Buy in and Testing Roll-Out and User Resistance CRM Implementation

How Do I Get Started? CRM Assessment Define the need within your organization CRM Package Selection Identify the right tools for you Implementation Find the right partner to assist you to ensure success Follow a proven methodology Continual Improvement Constantly look to improve

Orion s Capabilities Project Management CRM Assessment \ Selection Business Expertise CRM Implementation \ Configuration Technical CRM Development \ Integration

Orion s CRM Expertise Marketing Sales Service Call Center Proven Methodologies

Orion CRM Offerings Project Management Business Opportunity Assessment Database Administration and Tuning Business Process Improvement Software Evaluation Implementation and Integration Software Package Customization and Extension Software Package Upgrades Testing and Quality Assurance Training

QUESTIONS?? For more information contact: Mary Cheasick mcheasick@orionconsulting.com Mary Wagner mwagner@orionconsulting.com Christine Henseler chenseler@orionconsulting.com Trebor Stanton tstanton@orionconsulting.com