Greater China CRM Communication

October 2004

Greater China CRM Community Organization Chart

Á õö Î(Adams Liu)

Ò ¶ì ¿(W ei Ye)

Ñ î³ É(Cheng Yang)

º «Ñ åÖ ¾(Stephen Han)

³ · É(Fei Chen)

Ö ÜÓ î² ©(YuBo Zhou)

» Ʊ ùÇ ß (Bingqin Huang)North China CRMSeni or Manager

Ç ® Õ(Gene Qian)

³ Â× æÈ Ù(Eric Chen)

Ë Î ºÁ Ö(Nicholas Song)

» Ʊ ùÇ ß (Bingqin Huang)Central China CRM

Seni or Manager

Annie Hui (HK)

Eddie Tsui (HK)

² é £± ê(FuBiao Zha)

(GZ)

TBH(TW )

Í õ» Ô(Hui W ang)

(GZ)

³ º êÒ æ (Hung-yi Chen)South China CRM

Seni or Manager

» Ʊ ùÇ ß (Bingqin Huang)G C CR M Product Leader

CRM Team Product Specialisation ChartName Loc Lvl

Marketing Sales

ServiceOperations Field Service

InteractionCentre

CustomerData Mgmt

TelcoSolution

IndustryAlignment

TechnicalTrack

Adams Liu BJ IC3 Major Y GEH YMinor Y Y Y (partial)

Ye, Wei BJ IC3 Major Y CMUMinor Y Y (partial)

Stephen Han BJ IC3 Major Y AppsMinor Y Y

Chen, Fei BJ IC2 Major Y CMU Y?Minor Y

Yang, Cheng BJ IC2 Major Y CMUMinor Y Y (partial)

Zhou, YuBo BJ IC2 Major Y CMU/AppsMinor Y Y Y

Gene Qian SH IC3 Major Y Y AppsMinor Y Y (partial)

Eric Chen SH IC2 Major Y FSI 50%Minor Y Y (partial)

Nicholas Song SH IC3 Major Y CMU YMinor Y Y Y (partial)

Zha, FuBiao GZ IC3 Major Y CMU 50% YMinor Y Y

Wang, Hui GZ IC3 Major Y Apps/FSI?Minor Y

Annie Hui HK IC3 Major Y CMUMinor Y

Eddie Tsui HK IC3 Major Y FSIMinor Y Y

Hung-yi Chen HK M3 Major Y Apps YMinor Y

TBH(Replacement) TW IC3 Major Y Y Apps

TW Minor YTotal Major 2 3 2 2 2 2 4 17

Minor 5 4 6 3 1; 4 (partial) 1; 2 (partial) 0 19Gap TW IC3 Major Y

Minor YBJ IC3 Major Y Y

Minor Y

CRM Team Product Skill Matrix – As-is

CRM Team Product Skill Gap

• Sales – Ye Wei• Sales Operations Process with real-life experience• Channel management with Partners & Trade Management• Contracts Management• Incentive Compensation• Product Configurator & Developer

• Marketing – Eddie Tsui• Customer segmentation• KPIs for each industry• Use of Balanced scorecard, Discoverer and Business Intelligence to close

the loop• Service – Gene Qian & Nicholas Song

• Field Service, Spares Management, Advanced Scheduler, Depot Repair (?)

• Interaction Centre – Adams Liu• Call centre operations process with real-life experience• Fulfilment, eMail Center• Call centre Scripting

CRM Team Product Skill Gap

• CDH – Hung-yi Chen• Positioning CDH v.s. DataWarehouse• How to control implementation risks and data

management/synchronisation process in real implementations• Telco Solutions – Annie Hui

• Product Configurator• Advanced Pricing• Service Fulfilment Manager

• Technical – Hung-yi Chen• Workflow• J Developer, Forms Developer, OA Framework

CRM Team Training Plan (Q2)Date Name Course Description Attendee

Focused ProductAreas

Solution SalesTraining

Sep 21-23BJ-CRM-11.10immersion training CRM 11.10 immersion training

CRM preSales, CDC,OSS, OCS

TCA data model &11.10 new features

24-Sep BJ-TSO-TOI TSO TOI for Telco solutionsTelco solutions &preSales TSO

Oct 4-8SG-APAC-TSOConfigurator Training

Hands-on training of Configurator,Functional Companion & Advanced Pricing Annie Hui TSO

Oct 11-15SG-APAC-SFMTraining Hands-on training of SFM

Annie Hui (partial),Nicholas Song SFM

13-OctBJ-Ian Morris-CallCentre Fundamentals

Call Centre Fundamentals - CCOperational challenges & how CRMapplications could help

Stephen Han, AdamsLiu, Gene Qian, EricChen, Eddie Tsui Interaction Center

Oct 18-19SH-Terry Huang-XSelling CRM

How to bundle CRM with ERP; TradeMgmt & Partner On-line

Apps Sales, preSales& Solutions

Trade Mgmt & PartnerOn-line

Apps-Selling CRMwith ERP

Oct 21-22BJ-Terry Huang-XSelling CRM

How to bundle CRM with ERP; TradeMgmt & Partner On-line

Apps Sales, preSales& Solutions

Trade Mgmt & PartnerOn-line

Apps-Selling CRMwith ERP

Nov 1-2BJ-AppTech-ImmersionTraining Apps Tech immersion training Adams Liu

Technical - OAFramework; Workflow

Nov 10-13

BJ-CDT-ODM Training(Chen Fei & EddieTsui) Oracle Data Mining Training Chen Fei, Eddie Tsui

Marketing - Customersegmentation

November2 days BJ-CDH-RollOut CDH roll-out for CRM pre-Sales All CRM preSales CDH

November1 day

BJ-AppsTechFundamentals CDH roll-out for CRM pre-Sales All CRM preSales CDH

November3 days

BJ-Annie-TSO TOIintensive training

TSO & SFM TOI to other CRMpractitioners

All CRM TelcopreSales TSO/SFM

November1 day

Sunil-DMS discussion(Dates to be confirmed) gap analysis of DMS solution

Apps Sales, preSales& Solutions Apps-TSO

November0.5 day Eddie Tsui

Bundling Incentive Compensation withFinancials & HR

FSI/Apps - selling ICwith Financials

CRM Team Training Plan (Q3)Date Name Course Description Attendee

Focused ProductAreas

Solution SalesTraining

Q3

to be arranged byBingqin Huang &Brandon Lee BI and CPM trainings

Discoverer, BalancedScorecard, DBI

Q3

to be arranged byEddie Tsui & BingqinHuang

Marketing operations - how to close theloop with business intelligence

Solution positioningKPI for each industry

Q3

to be arranged byHung-yi Chen & SeanChen Various external technical workshops

workflow, J Developer,Forms Developer, OAFramework

Q3to be arranged by GeneQian & Nicholas Song

Service Maintenance Modules hands-onsessions

Field Service, ServiceContracts, SparesManagement,Advanced Scheduler,Depot Repair (?)

Q3

to be arranged byHung-yi Chen & SeanChen Positioning CDH for Sales

CDH winningproposition

CRM Team Self-Study Plan & Regular Internal Assessment

• Weekly case presentation & objection handling• Conducted at the location level• Cannot reuse presentation slides• Ideally based on real recent client case• Objections raised by other CRM team member, and ideally by pre-Sales

from other product lines• Can be used as a review point before proposals are submitted (see

below)• Proposal review

• All proposals, final demos and final client presentation need to be reviewed with at least two other CRM team members before submission

• Virtual teams based on product focal area should be the basis for choosing reviewers

• Reviewers do not own the proposal, however their final feedback need to be summarised in an email and sent to Hung-yi and Bingqin

• Monthly whole team meeting• At least one face-to-face meeting per quarter, coupled with conference

call other times

Study Plan (CRM Specialisation Area) – Product focus Evaluation• Specialisation Area – Level 1

• Attended the bootcamp or relevant OU course(s)• Self-studied relevant product datasheets and business flow materials

• Specialisation Area – Level 2 • Run all relevant demo scripts and able to do a complete flow comprised of

multiple demo scripts• pass the internal panel assessment

• Specialisation Area – Level 3• Can build custom demo according to specific client needs, using configuration

and system set-up• Independently built demos for more than 4 clients in each focal area and

consistently received satisfactory feedback from Sales• Specialisation Area – Level 4

• Have implementation experience on focal products or customisation development; In-depth understanding of data schema.

• Received satisfactory OCS write-up or project manager feedback for the relevant skill area

• OU has communicated that CRM certification programme will start in 2005, after which certification exam will be one of the evaluation criteria

Study Plan (CRM Foundation)

• Foundation – AppsTech – scheduled for first week of November

• Oracle Architecture Overview• Foundation Apps Tech module (workflow, alerts, Discoverer,

Multi-org etc)• OA Framework• CDH/AS – Apps Server Integration• DBI & Reports (XML Publisher)

• Foundation – E-Business Suite Application – conducted on Sep 21

• Apps Overview (ERM, SCM, CRM)• CRM TCA data model

New Hire Product Knowledge Internal Panel Assessment

• Presentation (15 minutes)• What is CRM and what is Oracle’s vision• CRM footprint overview• CRM Foundation Key Area• Customer Model/Customer Data Hub• Specialisation Product family feature & Oracle differentiators

• Mock Customer Solution Demo (using combination of demo script scenarios)

• Live demo and set up (preparation time – 2 nights)• Scenario walkthrough• Evaluation includes the process for registering a demo and enter the

feedback form• Q&A

• Price list – licensing options• Useful URLs listed on the APAC SC New Hire Guide

• First round conducted on September 21, a second round is scheduled on the first to second week of November

CRM Sales Consultant KPI

• Utilisation (Partial)• Lead SC deal closure rate (Partial)• Lead SC sales feedback• APAC competency assessment• Knowledge Sharing contribution• OPAS

Performance Review Gather evidence in the following areas for your review

– Deal Contribution Deals Won Deals Lost but good effort/KM pack output Key PoC efforts that enable further sales Lead SC contribution (team & resource co-ordination) Sales feedback Utilization

– Knowledge Management Deal solution in OFO (PTR, PPT, Demo, Proposal) OFO content contribution (Reference, reusable materials, solution) KM sessions & feedback Selling tools contribution (e.g. ADS, Sizzle etc) Knowledge transfer internally Buddy Program & Buddy feedback

– PRP & Reference contribution Enhancement requests & Translation/bugs Post sales critical accounts support Partner readiness (trainings, workshop, on-site support)

– Product & Solution Competency Level Update your skill matrix / SSHR module level Provide evidence as listed in the next slide Solution competency as in Assessment Workshop

APAC Applications Sales Consulting Engagement Flow

External ResourcesApps Sales Consulting

Opportunity defined

Ind Sol Mgr Exists?

Evaluate Opportunity

Qualify Opportunity

Produce Solution Footprint

Contact SC Organization Assign Lead SC Form Team

Contact any SC Product Leader

Assign Lead SC Form Team

CRM ERM SCM ATech Cross Pillar

ACE or Regional

Ind Sol Mgr Ind Sol Mgr Ind Sol Mgr Ind Sol Mgr

Acct Mgr

SC Contact*

SC Contact* Ind Sol Mgr

Acct MgrAcct MgrAcct Mgr

SC Contact* Lead SC

SC Ops Mgr

Customer/Propsal/Workshop/Demo/POC

Sales Rep identify Prod area ?

Yes

No

Yes

No

Identify SC Contact*

Acct Mgr

QualifiedOpportunity

Yes

No

Escalate to Regional Dir

If conflict

SC Contact*

Yes

SC Contact*

Acct Mgr

QualifiedOpportunity

No

Escalate to Regional Dir

If conflict

Yes

Lead SC takes overall ownership

of solution proposal

Solution Manager takes overall ownership of

solution proposal

Lead SC

Acct Mgr

QualifiedOpportunity

SC Contact*

Escalate to Regional Dir

If conflict

Lead SC updates entry in Project

Master Index + PTR

Lead SC uploads demo viewlet + presentation +

proposal to OFO

Lead SC acquires Sales feedback;

optional for other SC