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CRM OnDemand - Your Ticket to

Transparency in Sales

Laurie Coleman, Consulting Solutions Manager

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Copyright 2008, Oracle. All rights reserved.Oracle Confidential 2

Safe Harbor Statement

The following is intended to outline our generalproduct direction. It is intended for informationpurposes only, and may not be incorporated into anycontract. It is not a commitment to deliver any

material, code, or functionality, and should not berelied upon in making purchasing decision. Thedevelopment, release, and timing of any features orfunctionality described for Oracles products remainsat the sole discretion of Oracle.

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Todays Agenda

What You will Learn

CRM Business Challenges

The Oracle Advantage

Why CRM On Demand Implementation Services & Approach

Business Results

Q & A

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Todays Agenda

What You Will Learn


The Oracle Advantage Why CRM On Demand

Business Results

Q & A

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Copyright 2008, Oracle. All rights reserved.Oracle Confidential

What you will learn

Understand what Oracles SaaS Offering includes and some of keyadvantages of choosing Oracle CRM OnDemand

Become familiar with Oracle Consulting Services Rapid Results

Methodology and project approach for delivering CRM OnDemand

Understand what other offerings are available from OracleConsulting to support CRM OnDemand

Understand fundamental business benefits of choosing Oracle CRMOnDemand for your sales organization

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Todays Agenda

What You Will Learn


The Oracle Advantage Implementation Services & Approach

Why CRM On Demand

Business Results

Q & A

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The PastCRM Vendors Asked You To Choose

+ Powerful managementTools+ Completely customizable- Driven By IT- Difficult to use

On Premise CRMOn Premise CRM

+ Easy to use and fast toEasy to use and fast todeploydeploy+ Managed by business usersManaged by business users- Limited functionalityLimited functionality- Isolated CRMIsolated CRM

On Demand CRMOn Demand CRM

vs.vs.

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Companies Deserve More From On Demand

vs.vs.

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You Can Use Oracle CRM On DemandTo Answer Fundamental Questions

What does my Customer really want ?

Who are my most profitable customers ?

How can I build more customer loyalty ?

How can I help reps sell more ?

How do I close performance gaps among reps ?

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Todays Agenda

Oracle Profile



Why CRM On Demand

Business Results

Q & A

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Only Oracle DeliversComplete CRM

11

Easy to UseEasy to Use

360 Degree360 Degree

Customer ViewCustomer View

Pipeline Visibility andPipeline Visibility andBusiness TrendingBusiness Trending

Performance DashboardsHistorical Trend Analysis

Prebuilt Integration

Complete customer history (quotes,

orders, assets, SRs)

Sales Coaching and Assessment

Virtual Call Center

Email Marketing

Collaborative Web 2.0Collaborative Web 2.0FeaturesFeatures

Sticky Notes & Message Center

Widgets & RSS Feeds

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Only Oracle DeliversA Wide Range of Deployment Options

12

Integrated On Demand & On PremiseIntegrated On Demand & On Premise

Address HQ and Satellite Needs

Extend on-premise deployments

Deliver departmentally and company wide

Oracletechnology

Oraclemanaged

Shared

On DemandOn Demand

Multi-TenantMulti-TenantEnterpriseEnterprise

EditionEdition

On DemandOn Demand

Single TenantSingle TenantEnterpriseEnterprise

EditionEdition

Deploy atyour site

On Demandintegration

On PremiseOn Premise

vs.vs.

Niche On DemandNiche On DemandServiceService

One way todeploy

No control

No migration

Oracletechnology

Oraclemanaged

Shared

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Only CRM On Demand Provides Real-Time

& Historic Analytics

Snapshots comparing businessperformance over time

Dozens of pre-built reports, easy tobuild custom reports

On Demand industrys only hosted

data warehouse

FeaturesFeatures

BenefitsBenefits

Drive corporate objectives with quantifiedbusiness data

Make better decisions based on full contextand real insight

Convert insight into action via interactivedashboards

Deepen business insight with custom reports

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Only Oracle DeliversA Single Partner

vs.vs.

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Todays Agenda

Oracle Profile



Why CRM On Demand

Business Results

Q & A

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Average Years of CRM Expertise 5+

Number of CRM Consulting Engagements 5,500+

Number of Customers Served 4,000+

Number of Live Users Supported 4.2 Million

Number of Engagements in past 12 months 100+

Oracle ConsultingImplementation Statistics - Overall

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Oracle Consulting ServicesCRM On Demand Experience

CRM On Demand team has delivered over 800 CRM On

Demand projects to date Deployed over 30,000 users worldwide Cross Industry Knowledge

Homebuilders Financial Services

Health Care High Tech Communications Manufacturing Public Sector

Mature consulting staff with 100 plus years of consultingexperience

Defined clear set of CRM On Demand implementation BestPractices

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CRM On Demand Service Offerings

Rapid Results Full Lifecycleimplementation

Implementation AssessmentEnterprise Strategic PlanningAdvanced Analytics Workshop

Migration ServicesUpshotSFDC ACT Others

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CRM On Demand Service Offerings

Subject Matter Expertise and assistance with:ConfigurationWeb Services customization and integrationData ImportAnalytics ReportsPIP Integration deployment for EBS and Siebel OnPremise

Post-Production Support Services Training Web-Based, TTT or Direct Teach from

Oracle University

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x weeks

Our Approach - Rapid Results

Project Management/ Health Checks

Initial Call /Project Kick Off ProjectMilestones, KeyPlayers, Roles,Timeline

Executive Workshop Business Objectives andSuccess Measures

Activation Planning Communication,Training, Sequence ofReinforcement Events

Configuration, DataMapping/Import

Configuration Review,Analytics Review,Validation

Activation Management Orientation,Communication, Management Training,Training, User Training

GO

LIVE

GO

LIVE

AnalyticsRequirementsDefinition &Design

Integration Design

Business

RequirementsWorkshop andFunctional DesignMeetings

ReportsConfiguration

Project Team Training Admin,

Analytics, Webinars, etc.30/60 Day Post DeploymentChecks Feedback andMetrics

Ongoing SupportCustomer Care Customer Advocate

Integration

Business Objectives / Success Measures

Business Processes

Reporting / Management Processes

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Services Make a Difference

Accelerate time-to-value, reduce risk offailure, increase probability of system

adoption and user satisfaction More than 70% of organizations with 100+ users deployed

using Oracle Consulting Services Most customers who engage Oracle consulting service

team are live and productive in under 12 weeks

Rapid deployment = rapid ROI

Application usage 30% higher in organizations engagingServices Team

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The Oracle Advantage DeliveredOracle CRM On Demand

Comprehensive CRM Solution

Pre-built integration to Oracle EBS

Industry leading Oracle technology

World class hosting operations

Single vendor commitment

Validated CRM leadership

Easy to Use | 360 Customer View | Pipeline Visibility & Business TrendingEasy to Use | 360 Customer View | Pipeline Visibility & Business Trending

Embedded Analytics withBuilt-in Data Warehouse

Customization, Integration& Extensibility

World-Class, Single-VendorHosting Infrastructure

Built-in Contact Center

Industry-specific CRM

Sales Marketing Service

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Todays Agenda

Oracle Profile



Implementation Services & Approach

Why CRM On Demand

Business Results

Q & A

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Leading Companies Worldwide Use

Oracle CRM On Demand
http://www.pg.com/en_US/index.jhtmlhttp://www.revolution.com/default.asphttp://images.google.com/imgres?imgurl=http://www.diversitymilkround.com/s4/diversity/logos/fidelity.gif&imgrefurl=http://www.diversitymilkround.com/s4/diversity/employers/employerpage.asp%3Fsection%3DcompanyInfo%26companyID%3D63%26tab%3Dprofile&h=165&w=255&sz=7&hl=en&start=1&tbnid=bPSO5up82KTTyM:&tbnh=72&tbnw=111&prev=/images%3Fq%3Dfidelity%2Blogo%26svnum%3D10%26hl%3Den%26lr%3Dhttp://images.google.com/imgres?imgurl=http://www.opesprime.com.au/images/anz_logo.gif&imgrefurl=http://www.opesprime.com.au/about/about_opes.php&h=50&w=99&sz=1&hl=en&start=58&tbnid=doUBak7vDB02HM:&tbnh=41&tbnw=82&prev=/images%3Fq%3DANZ%2Bbanking%2Baustralia%26start%3D40%26ndsp%3D20%26svnum%3D10%26hl%3Den%26lr%3D%26sa%3DNhttp://www.administaff.com/index.asphttp://www.akamai.com/http://images.google.com/imgres?imgurl=http://www.engr.msstate.edu/faculty_staff/endowed_chairs/popup_photos/TVA.jpg&imgrefurl=http://www.engr.msstate.edu/faculty_staff/endowed_chairs/popup_photos/tva_prof_engsys_environ.htm&h=450&w=450&sz=10&hl=en&start=115&tbnid=YqbvF4Eh2TbWpM:&tbnh=127&tbnw=127&prev=/images%3Fq%3Dtennessee%2Bvalley%2Bauthority%26start%3D100%26ndsp%3D20%26svnum%3D10%26hl%3Den%26lr%3D%26sa%3DN

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Oracle CRM On Demand Validated by

Analysts

Nucleus Research ROI Scorecard forHosted CRM

Yankee Group DecisionNote

Siebel CRM

OnDemand is nowvying for the number-

one position in the

hosted CRM

market...

CRM Daily Product Review

Siebel claims a number of bragging points:

the only hosted CRM solution that includesembedded, interactive analytics; the first

and only industry-specific hosted

software; ... the only fully hosted contact

center capabilities; and a scalable and

secure hosting infrastructure...

The Forrester WAVE: MidmarketCRM Suites

Leader #1 in Business Impact

#1 in User Adoption
http://www.crm-daily.com/

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Boost Sales Productivity and Effectiveness

Automatic lead qualification

Two-tier lead management

Sales process coaching

Automatic opportunity assessments

Triangulated forecasting

Easy to replicate the success ofyour best salespeople

FeaturesFeatures

BenefitsBenefits

Increases lead quality and conversion

Close more deals, more quickly Improves sales effectiveness

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Increase Marketing Effectiveness

Comprehensive campaign executionand analysis features

Embedded email marketing

Create targeted, personalized

campaigns

ExecuteCampaign

Create TargetedCampaign

Assign Leads forFollow-up

Segment Customers

ImportProspect

List

AnalyzeCampaigns

FeaturesFeatures

BenefitsBenefits

Turnkey marketing solution saves time,increases productivity

Improves marketing campaigneffectiveness

Powerful analytics enables focus onhighest impact campaigns

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Increase Customer Satisfaction and Loyalty

360 customer view Centralized knowledgebase Call scripting Real-time service optimization

with analytics

Customer satisfaction surveys

Easy to use service solutionincreases customer satisfaction

and loyalty

FeaturesFeatures

More personalized, consistentservice

First call resolution Reduced training costs

BenefitsBenefits

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Pre-built Integration To The Back Office

360 Customer view

Oracle data quality

Opportunity to Quote

Product catalog

Oracle CRM

On Demand

Oracle E-Business

Suite

Oracle Application IntegrationOracle Application Integration

ArchitectureArchitecture

FeaturesFeatures

BenefitsBenefits

Rapidly achieve one view of customer

Combine ease of On Demand with power ofEBS

Increase productivity

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How Does It All Fit Together?

StartLead

GenerationLead 2 Opty Opty 2 Quote Quote 2 Close

EBS

CRM

SalesProspector

SalesCampaigns

SalesLibrary

Historical Data,Company Info

CRM CRM

CRM

Leads Opportunities

Targeted

Presentations

Quotes

Deal Mgmt

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Oracles Commitment to On Demand CRM

When we compete head-to-head withSalesforce.com we win more deals than we lose.Larry Ellison, Chief Executive Officer

Were doing very well in CRM On DemandThe market isbecoming more sophisticated as enterprises start todeploy and scale and theyre demanding enterpriseintegration, scalability, and security.Charles Phillips, President

Source: Oracle Earnings Conference Call Fiscal Q2 09, Dec. 18, 2008

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Product Innovation

CRM OnDemand

Sales Prospector V1

Social CRM

ApplicationIntegrationArchitecture

MSA for RIM

Gadgets

Sales LibraryMSA foriPhone

Gadgets V2

Deal Mgt OD

Co-Creation

Deal Mgt V2Sales Campaigns

Release 15

R15 Innovation Pack 1


Release 16

Release 17R16 Innovation Pack 1


CY 2008 CY 2009

1 H 2 H 1 H 2 H

EBS Integration

Siebel CRM Integration

JDE Integration

EBS Phase 2

SAP Integration

T d A d

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Todays Agenda

Oracle Profile



Implementation Services & Approach

Why CRM On Demand

Business Results

Q & A

CRM O D d D li B i R lt

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CRM On Demand Delivers Business Results

35

gained the ability to handle an additional 3,500 calls peryear

Director of Sales Operations, LexisNexis

we are running at about a350 percent return year-over-year

CIO, Corporate Platforms,Equifax

cut our loan approval time by 70%, doubled our retailauto loan portfolio, and improved operating efficiencies

Regional CIO - APO, GMAC Financial Services

E if D l St d d P

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COMPANY OVERVIEW

Equifax is a global service provider of value-addedinformation solutions to businesses and consumerswith over $1.4 billion in annual revenue and 4,600employees in 13 countries

CUSTOMER PERSPECTIVE

By implementing Oracles Siebel CRMOn Demand, we estimate that we wereoperational about four months soonerthan if we had installed other softwareinternally.

Marcelo Tear, Director for CoreApps,Equifax Latin America

CHALLENGES/OPPORTUNITIES

Multiple sales organizations and systems led to

disjointed contact and account management Manual sales reduced sales productivity, and

satisfaction and revenue potential

Lack of a standard opportunity management processresulted in missed revenue potential

Non- sophisticated, non-standard forecastingdiminished sales forecast accuracy

Inability to easily access data hampered ability toanalyze business and coach reps

RESULTS

Single platform for managing LatinAmerican team selling activities

Consolidated, accurate pipelinemanagement across countries

Effective lead tracking fromqualification and opportunitymanagement to account setup

Increased sales effectiveness &adoption for core and overlay reps

SOLUTION


Equifax Deploys Standard Processes

Across Multiple Countries and Business Units

Ba ter Centrali es C stomer Data

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COMPANY OVERVIEW

Baxter Healthcare is a global leading healthcareproviding a wide range of medical devices,pharmaceuticals and biotechnology for treatment ofcomplex medical conditions


We now know why things happen, so wecan fix whats wrong or take advantage ofnew opportunities. With all of the accountinformation in one place, we know why wegained or lost business.

Courtney Hammerton, Business OperationsManager

CHALLENGES/OPPORTUNITIES

Inability to report timely, accurate or consistentinformation

Management lacked visibility into sales process Track key information from contract negotiations

Lacked centralized management of customer dataincluding customer status/feedback

Lead and Opportunity data tracked in spreadsheetsforced inefficient and inaccurate manualconsolidation

High turnover due to sales force retirement

RESULTS

Management visibility into pipeline, andwon/lost data

Increased business and sales insight toweekly vs. of bi-annual forecasting

Annual planning process extremely moreaccurate and thorough

Improved customer relationships and

service by tracking customer feedback Large savings of incentive payments

SOLUTION


Baxter Centralizes Customer Data

and Improves Management Visibility

Kodak Drives Uniformity and

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COMPANY OVERVIEWKodak Graphics Communications Group (GCG)supplies essential materials for conventional, digital,and blended print environments--everything fromnewspapers to new media.

CUSTOMER PERSPECTIVESiebel CRM On Demand is a tool that we useas an integral part of managing our totalbusiness to achieve a greater customerexperience.

Kevin Joyce, VP & Managing Director, UnitedStates and CanadaCHALLENGES/OPPORTUNITIES

Series of 5 acquisitions unified under GraphicsCommunications Group umbrella

Wide variety of sales technologies and reportingprocesses

Centralize sales pipeline across US and Canada Avoid significant capital and IT resource investments Ease of use for a sales staff with varied levels of

technical expertiseRESULTS

Brought uniformity of reporting and pipelineforecasting to US & Canada Sales

Provided a uniform set of processes forintegration of all US/C acquisitions

Delivered real-time analytics for sales staffand management

Eliminated redundancies, slowdowns, andidiosyncrasies inherent from acquisitions

Faster access to information, creating an

SOLUTION


Kodak Drives Uniformity and

Pipeline Accuracy

LexisNexis Deploys Team Selling

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COMPANY OVERVIEW

LexisNexis is a leading provider of information andservices solutions, serving professionals in the legal,risk management, corporate, government, lawenforcement and academic markets


We've experienced improvements inour sales processes since the first daywe started using Siebel CRM OnDemand.

Andy Haffke, Director of Sales OpsCHALLENGES/OPPORTUNITIES

Consolidate five sales force automation systems,

including acquired companies Prior systems could not be accessed remotely Support rollout of a new standard sales process Allow management visibility to track sales process Support team selling environment with geographic

complexities

Quickly deploy a CRM solution with flexibility to

migrate to On Premise, when applicable

RESULTS

Consolidated five different SFAsystems

Gained common view of thecustomer across the organization

Deployed Miller-Heiman salesprocesses within CRM On Demand

Sales process improvements,including ability to track sales andopportunity stages and create

pipeline reports Full deployment in 90 days

SOLUTION


LexisNexis Deploys Team Selling

Process

Onl Oracle

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Only OracleComplete CRM

40

LeadershipLeadershipLeadershipLeadership

InnovationInnovationInnovationInnovation

ResultsResultsResultsResults

Unsurpassed industry, technology, application, CRM andOn Demand expertise

The most innovative, complete, secure and standards-basedOn Demand applications & solutions

Unparalleled, rapid implementation approach andmeasurable business results for our thousands ofcustomers

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AQ&

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