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Socially Enable Your Enterprise for Success

John Nolt Senior Director, Product Management

April January 2013

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 3

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


Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12

As of October 2012, Facebook had more than 1 Billion active users.

One fifth of all time spent online is spent on social platforms.

(#1 online activity)

Social is the Dominant Global Connector for Customers Today with Skyrocketing Engagement


Of all uses for a mobile phone, making a call only ranks

Mobile is the Catalyst for Social Lifestyle Adoption The Anywhere and Everywhere Connected Lifestyle

Sources: Pew Internet Research, O2 Mobile Usage Study (June ‘12); comScore MobiLens (3 month average ending Dec. ‘11)

5th.

Social Media is 2nd.

62% UK Smartphone user access; Over 1 Billion Worldwide.

Top Mobile Social Activities: #4 – Reading posts from brands

24% of eCommerce will be transacted by mobile device by 2017.


Sources: Burson-Marsteller/Vision Global Social Media Checkup ‘12, June ‘12; Consumer behavior study on Twitter conducted by Constant Contact®

The Customer Conversation is Happening Customers Expect Social to Power the Customer Experience


•  Facebook •  Twitter •  Google+ •  LinkedIn •  Tumblr •  Pinterest •  Instagram •  YouTube •  Mixi (Japan) •  Renren (China)

….

ENTE

RPR

ISE

CO

NSU

MER

CHANNELS

•  Social Marketing •  Social Publishing •  Promotions •  Games •  Gadgets •  URL Shorteners •  Advertisements •  Applications •  SEO •  Curation

….

ENGAGE

•  Multi-Channel •  Monitoring •  Listening •  Response Management

•  Workflow •  Content Sharing •  Commerce •  Communities •  Correlation

….

ORCHESTRATE

•  Social Data •  Social Scoring •  Sentiment Analysis •  Influence Analysis •  Inferences •  Graph Analysis •  Thematic Extraction •  Social Analytics •  Enterprise Correlation

….

SOCIAL PERFORMANCE

Multiple niche technology providers in each category leading to a Fragmented Social Relationship with your customers, partners, employees

Social Landscape Highly Fragmented Tools to Reach Audience on Multiple Social Channels


By 2017 the CMO will Spend More on IT

than the CIO. -Gartner Study, Jan. 2012

Oracle #CloudWorld


Social Landscape Businesses Must Adapt…Innovate

Historically Today’s Reality


Oracle Cloud

Application Services

Platform Services

Social Services

Common Infrastructure Services

Unmatched Breadth, Depth and Choice

Build new or seamlessly extend existing investments with Cloud


Social Relationship Management

Socially Enable Your Enterprise

Social Powers Your Customer Relations


Oracle SRM Suite of Products Complete, Integrated, Enterprise Grade

Social Network Social Engagement and Monitoring

Social Data Social Marketing

Common Infrastructure Services


Social Engagement and Monitoring Listen and Engage

•  Understand what is important to your customers

•  Engage with your customers across relevant channels

•  Auto-categorize signals and take action for appropriate business functions •  Route a satisfaction problem to a customer service agent •  Send candidate interest to a recruiter •  Send a lead to a sales rep


Social Marketing Build Brands on Social

•  Establish, build and grow brands via Social Media •  Easily create and update engaging Facebook apps •  High flexibility with wide range from out-of-the-box modules

to bespoke custom apps

•  Increase customer relevance across paid, owned, and earned media

•  Integrate social seamlessly to your traditional marketing channels •  Measure campaigns across traditional and social channels •  Track leads from social media •  Measure lifetime customer value


  Establish view of customers across channels

  Establish strategy for social big data – feeds, tweets, updates and comments across social channels, internal applications and social collaboration

  Analyze structured data for business intelligence

  Mine big data for patterns, inferences, viable hypotheses

Note: This has not been launched yet.

Social Data

Consolidate Business and Social Data

Multi-channel Customer Data


Social Network Internal Collaboration

  Feeds: Capture & Merge Business Application and People Feeds

  Share: Collaborate using Conversations, Real-Time, & Document Sharing

  Social Graph: Capture Social Graph & make it programmable (API access)

  Blend: Enterprise Social with crowd-sourced social insights


Roadmap: Social Relationship Management

  SM & SEM integration into a single, powerful platform –  World’s leading listening platform; enhanced analytics across more networks –  Unified workflow across all social products

  Integration with RightNow to enable for Service solutions   Enable CRM integrations (Fusion CRM, Siebel, CRM on Demand)   Enable commerce (ATG integrations)   Global availability and localization support in 32 languages   Mobile applications for publishing and community management   Orchestrate social data with Oracle enterprise applications

SM & SEM Single Platform Integration; Enterprise Application Solutions


SRM Integration with Enterprise Applications Leverage your existing Oracle investments

Social Selling & Marketing

Social Commerce Social Customer Service Social Recruiting

Social Relationship Management Platform

Commerce Service HR/Talent SFA/ Marketing

Source to Lead Source to Customer Source to Incident Source to Recruit

Social Marketing

Social Marketing

Social Engagement & Monitoring

Social Marketing




Social Integration with Oracle CRM Social leads, unified consumer profile & cross channel campaigns

CY 2013

Social Marketing


Oracle CRM

User Profile Data

Social Leads

Siebel CRM Fusion CRM

CRMOD


Social Integration with Oracle Commerce Social product catalog activation and checkout

CY 2013

Social Marketing

Oracle Commerce

Shopping Cart Checkout

Product Catalog Selections

ATG Commerce


Social Integration with Oracle Service Social customer support request routing

CY 2013


Oracle Service

Response from Central support team

Social Support Requests

RightNow Siebel Service

CRMOD


SRM Development Solutions


Social Marketing Tabs Development Basic Development Tools

  Self-serve Styling –  Page Layout –  Backgrounds –  Headers –  Borders –  Fonts

  Custom Modules –  Flash module –  HTML module –  iFrame module


Social Marketing Tabs Development Intermediate Development Tools

  Customized CSS (cascading style sheets)


Social Marketing Tabs Development Custom Skin Examples


Social Marketing Tabs Development Intermediate Development Tools

  Brand Templates   Group Templates


Social Marketing Tabs Development Global Implementation Example


Social Marketing Tabs Development Advanced Development Tools

  JSON Module   JQuery Plugins   Liquid Template


Social Marketing Tabs Development JSON Example


Social Marketing Tabs Development Advanced Development Tools

  Tabs Developer Toolkit   Developers can create new modules

(aka “Snippets”)   Configuration Template   Render Template   Used to create our Pinterest,

Instagram, & Spotify modules


Social Marketing Tabs Development Pinterest Example


Social Marketing Tabs Development Instagram Example


Social Marketing Tabs Development Deployment Options


Social Marketing Tabs Development Analytics

  Real-time analytics for: –  Individual tabs –  Groups of tabs –  Individual modules

  Breakdowns by: –  Canvas views –  Page views –  Embedded views –  Mobile views –  Day & time

  Web analytics integration


Oracle’s Innovation Agenda Embrace, Adapt, Innovate, Learn & Succeed

Oracle’s Enterprise Customers

390,000 clients 185 countries


Join the Conversation

@OracleCloudZone #CloudWorld, #OracleCloud

www.facebook.com/OracleCloudComputing

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