1. Marketing/
Loyalty
Incentive SFA
Comp
PRM Call
Center
Field Order
Service Mgmt
Self
eBilling Service
Procure Implement Integrate
Test Use

2.  It is a strategy used to learn more about
customers' needs and behaviors in order to
develop stronger relationships with them.
 Customer relationship management (CRM)
consists of the processes a company uses to
track and organize its contacts with its current
and prospective customers.
 CRM software is used to support these
processes; the software system can be accessed,
and information about customers and customer
interactions can be entered, stored and accessed
by employees in different company departments.
 Typical CRM goals are to improve services
provided to customers, and to use customer

3. Benefits Organization Costs
Customer Focus Privacy
Customer Opportunity
retention
Lifetime value of the relationship
Share of customer Benefits
Long-term Continuity
profitability Contact touch
Customer points
Costs Personalized
Infrastructure service
investments Enhanced
Process change satisfaction,
safety
Exhibit 1.2 Zikmund
16/07/09
3

4. Sales
Increase the productivity of your sales team with Oracle CRM On
Demand’s streamlined set of tools to automate, simplify, and
manage customer information.
Service
Improve customer satisfaction with consistent, up-to-date
information that can be accessed across your organization from
the prebuilt hosted contact center.
Marketing
Integrated solutions for executing and analyzing marketing and
advertising campaigns.
Call Center
A hosted multichannel support application that can be rapidly and
cost-efficiently deployed and integrated with Oracle, PeopleSoft,
and Siebel applications.

5. Analytics
Prebuilt data warehousing that enables you to utilize both real-
time intelligence and deep historical and comparative trend
analyses.
Mobile
Improved accessibility to vital customer information for sales
professionals on the road with a task-based application that
allows anytime, anywhere access to customer information.
Integration
Web services support and prebuilt integration to Oracle business
applications.
Complete Solution
Take advantage of Oracle CRM On Demand’s complete solution,
and you can optimize sales, marketing, and service operations to
maximize your CRM.

6. Industry-specific CRM
Sales Marketing Service
Embedded Analytics with
Built-in Data Warehouse
Customization, Integration
& Extensibility
World-Class, Single-Vendor
Hosting Infrastructure
Oracle EBS Siebel JDE
Ensuring Value :: CRM OnDemand

8.  Products Register
 Outlook Integration
 Off-line version (for low
bandwidth)
 Web Services
 Sticky Notes
 Attachments
 Search
 Full CRM with limited bandwidth
requirements

9.  Lead management
 Deal/Opportunity Management
 Activity and Interaction tracking
 Sales Teams
 Mobile Sales Assistant (extra option)

10.  Service Request management
 Assignment
 Escalation
 Solutions
 Service teams
 Easily integrated with CTI

11.  Campaign planning
 Simple Budgeting
 Success Tracking
 Execution
 Email Campaigns
(extra option)

12.  Over 250 pre-built reports
 Interactive Dashboards
 Drillable
 Editable
 User Specific

13. But now the internet is considered as a true media support,
and this new support gave birth to the hosted CRM
Solution, backed by technology to enhance the user
experience. The Advantages of Oracle CRM On Demand :
 Reduction of Implementation time (weeks not years)
 Reduction of User Adoption costs (change management)
 Reduction in IT Investment (no hardware investment)
 Stable Subscription fee/per month/per
user (management of costs)
 Access to the power of the Analytics Tool (business
analytics)
 Ease of integration with your existing Information
System (standards based integrations)

14. If you have 10 million customers, and each
customer has a lifetime value of $1,000.00.
What would be the lifetime gain of reducing
attrition by 10% from its existing level of 9% at
the customer level?
- 9% of 10 million customers  900,000
customers are attriting
- 10% of 900,000 is 90,000 customers.
- If we save 90,000 customers, the benefit on
lifetime value to the corporation will be

15. D e p lo y m e Ta r g e t
Ve n d o r n t O p t io n s Ma rk e t K e y R e a s o n s T o C o n s id e r
Aplicor SaaS Mid-Market • Same MS technology stack, but a much
Enterprise
easier to use interface
• Balanced strength in all modules
• Service Level Agreements
Epicor On Premise SMB Market • Large mid-market share
• Strong consolidation and inter company
processing features
Microsoft Dynamics CRM On Small to Enterprise • Both deployment options available
Premise/SaaS
• Strong Sales functions
• Easy to use, basic marketing functions
NetSuite SaaS SMB Market • Integrated SaaS CRM and back office
solutions
• Good SFA functionality through order
processing
RightNow SaaS Mid Market • Strong in Customer Support
• Industry leader in SaaS Self Service
SageCRM On SMB Market • Both deployment options with
Premise/SaaS comparable
Footprint to MS CRM
• Large SMB market share
Salesforce.com SaaS Small to Enterprise •SFA functionality is strong
•AppExchange catalog of third party
solutions is large

16. Account/
Campaign
Mgmt. 
Lead
Mgmt. 
Opportuni
ty Mgmt.

Order
Capture 
Order
Fulfillment 
AR/
Financials
Oracle Application Integration Architecture (AIA)
ORACLE FUSION MIDDLEWARE

17. ADDITIONAL INFORMATION

18. Do you need CRM? What questions you
should ask?
Does your company serve to multiple Discussion
customers?
Do customer service, sales, marketing
and management need customer data and
do they have access to the same customer
data?
Does your marketing department
segment and do targeted campaigns?
Is the customer needs and wants a
priority for your company?
Does your company have a high
customer “churn” rate.
Is employee compensation linked to
customer satisfaction?
16/07/09
18

19.  Striking a balance in how they use resources to market
to the most valuable consumer segments;
 Distinguishing themselves through customer
interactions that support a branded customer
experience;
 Pumping up sales productivity by mapping processes to
new technologies;
 Setting sales goals and establishing rewards for meeting
them; compensating the sales team consistently;
 Narrowing the gap between customer expectations and
the actual service experience;
 Using analytics tools to gain a deeper understanding of
the actual intentions of customers in their own words

20.  SAAS concept was brought by
salesforce.com
 Oracle acquired seibel in 2006

21. Industry Applications
CRM 2.0 Applications (Fusion-Based)
Siebel CRM Oracle PSFT JDE Other
CRM OD CRM CRM CRM CRM..
Application Integration Architecture
Fusion Middleware

22. Proactive CRM
5.6 M
Customer Adaptive
CRM
5.0 M
• 13 years CRM experience CRM for Everyone,
• $1.8B CRM Research & Development Enterprise BI
• Analyst acknowledged leadership
•
CRM
5M+ live CRM users On Demand
• 20+ industry solutions 3.0 M
Analytics, Standards-
Based Integration
Best
Practices
CRM
2.17 M
Multichannel
CRM
Industry-Specific
CRM
1.3 M
Integrated CRM
Integrated 1M
Sales and Customer
Service
Enterprise-
Mobile SFA
Class 600,000
SFA
Siebel
Systems 200,000
Founded
500 4,000 20,000 60,000
1993 1995 1996 1997 1998 1999 2000 2001 2002 20032004 2005 2006

23. THAN
K YOU